If you haven't received your goods, we recommend you always reach out to the merchant/seller first to find out what has happened and request tracking information. Always allow up to 7 calendar days for the merchant to respond to your enquiry.

If it has been more than 7 calendar days since the date you have placed your order and you have tried reaching out to the merchant but have received no response, you can consider raising a dispute from your app.

Please note: Some merchants like Prezzee (Gift Cards), require you to contact the merchant should you need help, this means you won’t be able to raise a dispute. You can find the merchant's contact details on your order under the details section. 

How to raise a dispute from your mobile app

• Go to My Afterpay

• Got to Orders

• Click on Active Orders

• Find the order that has not been received

• Click the 3 dots in the top right hand corner

• Choose “Goods not received”

• Follow the prompts to fill out the required information, be sure to include as much information as possible including the correspondence you received from the merchant.

• This will raise a query directly with the merchant - they will receive whatever you write so make sure it is clear!

How to cancel a dispute from your mobile app

If you have raised a dispute and then the goods are delivered or you get a refund from the store you can go in and notify us to cancel the dispute yourself via your app

• Go to My Afterpay

• Go to Orders

• Then click all orders

• Find the order that has not been received

• Click on the dispute view details link (banner top of the page)

• You can review the update and click on the button 'cancel this dispute' 

How to raise a dispute from your Afterpay account

Goods not received

• Log onto your online Afterpay Account (not mobile app)

• Find the order that has not been received

• Click Get Help
  

• Click on Goods not received
  

• Follow the prompts to fill out the required information, be sure to include as much information as possible including the correspondence you received from the merchant.

• This will raise a query directly with the merchant - they will receive whatever you write so make sure it is clear!

Note: Once a full dispute has been raised, you will not be able to raise a second dispute for the same order.

What happens next?

• The merchant will review the case and respond to you with an update /outcome. You will see an update on the order on your online account.

What do you need to do in the meantime?

• Go to Orders

• Then click all orders

• Find the order that has not been received

• Click the 'more button' top right hand side of the dispute

• Click the return / refund button - let us know that you are expecting a refund - this will help you by moving out the next payment due date to allow some time for the dispute to be resolved.

What to know about the dispute process

Timeline: You have 120 days from the date of purchase to open a dispute.

Evidence: The more information you provide, the faster the review. Include:

• Screenshots of merchant communication

• Tracking showing non-delivery

• Expected delivery date from the order confirmation

Review period: Afterpay reviews disputes and may contact the merchant for their response. This typically takes 10–14 business days.

What happens to your payments during a dispute

• Scheduled payments may continue while the dispute is under review.

• If the dispute is resolved in your favor, you will be refunded for any payments made.

• If you have upcoming payments, continue making them to avoid late fees. Refunds are applied once the dispute is resolved.

Dispute outcomes

Contact Afterpay support if:

• You cannot find the dispute option in the app.

• Your 120-day window is close to expiring.

• You need to provide additional evidence after submitting.