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Afterpay US, Inc. complaints

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600 California Street, Suite 15-001
San Francisco, CA 94108 | Get Directions

(855) 289-6014

http://www.afterpay.com

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Total Amount in Dispute:
$7,314.00

Total Amount Settled:
$1,363.00

Complaint Experience

98%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

41 complaints against Afterpay US, Inc. closed in last 3 years.

Complaints	Type of response
8	Making a full refund, as the consumer requested
0	Making a partial refund
24	Agreed to make an adjustment
0	Refusing to make an adjustment
9	Refuse to adjust, relying on terms of agreement
0	Unanswered

41 complaints against Afterpay US, Inc.

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6/12/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $354.25 Amount Settled: $0.00

Customer Complaint

5/29/2024

I was double charged for a single order at Walmart.com by Afterpay. I have gone back and forth with them for days and provided clear evidence of this, including a conversation with Walmart chat that there were NOT two orders placed. They are giving me a crazy run around and pretending they do not understand when I have clearly shown that I have two charges for the exact same grocery order at the exact same time when only one order was actually created. Resolution Sought Refund my money immediately and remove the duplicate charge.

Company Response

5/30/2024

Thank you for getting in touch with Afterpay regarding Alyshia's order with Walmart. Our customer experience team has reached out to Alyshia to address their concerns. Afterpay's refunds are processed systematically. In the event that an order is approved through Afterpay but unsuccessful with the merchant, a refund notice from the merchant is sent to Afterpay's system to void the order. This notice then prompts the system to process the refund to the designated order. In reviewing Alyshia's account, Afterpay confirmed that the refund notice from the merchant to void their order was not received, delaying the refund process. On 5/25/2024, a refund of $354.25 was processed to their account, prompting the system to cancel their installments and refund their initial payment of $88.56. The funds should clear in 5-7 business days depending on their financial institution. Afterpay appreciates their patience while waiting for the refund to process. Sincerely, The Afterpay Team

5/28/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $527.00 Amount Settled: $0.00

Customer Complaint

5/9/2024

Afterpay charged me with an order that never went through from Nordstrom. This is the order number 100604661728. I sent Afterpay all the documents they requested which shows that the order did not go through and they still charging me. Thanks Resolution Sought I would like my refund ...the first payment they took is $131. The next payment is May 15 for 131. Total item is $527.

Company Response

5/15/2024

Thank you for getting in touch with Afterpay regarding Fitz refund request with the merchant, Nordstrom. Our customer experience team has reached out to Fitz to address their concerns. Afterpay is a buy-now-pay-later service that pays merchants directly for approved orders made by customers. Afterpay then allows the customer to split the total of their purchase into four installments, payable every two weeks to Afterpay for its pay-in-4 product. The Afterpay Installment Agreement outlines that merchants are responsible for the delivery of goods and issuing any refunds owed back to the designated Afterpay account. Merchants take full ownership of their shipment, return, and refund policies. Until the merchant issues a refund to Afterpay, the customer's payment schedule remains in place according to the agreement. For additional information on the Afterpay Installment Agreement, follow this link - https://www.afterpay.com/en-US/installment-agreement On 05/15/2024, our customer experience team submitted a dispute with the merchant in an effort to help them resolve Fitz's refund concerns. Any response or action provided by the merchant through the dispute raised will be communicated to Fitz through the Afterpay order in their Afterpay account. Afterpay asks that Fitz continue to work with Nordstrom directly or wait for their response to the dispute. We hope they can resolve this matter with the merchant for a successful outcome. Sincerely, The Afterpay Team

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