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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:
$8,658.00

Total Amount Settled:
$1,390.00

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

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

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

45 complaints against Afterpay US, Inc.

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4/15/2025

RESPONSE: Agreed to make an adjustment Amount in Dispute: $158.39 Amount Settled: $0.00

Customer Complaint

3/27/2025

I was charged for an order I never pressed place order on. So I called the merchant to see if somehow it still went through they told me the never got an order from my name, number or address and I should call after pay for a refund. I called after pay and disputed the purchase and they closed my dispute saying I still owe for something I never purchased or received. I call and have to wait an hour before someone gets on the phone just for them to say get on the app and wait for an response and most of the time they don't respond back. Resolution Sought I want an refund and close my account

Company Response

4/3/2025

Thank you for contacting Afterpay regarding the customer’s concerns regarding their account. At this time we can confirm that a complaint experience specialist reached out to the customer on 4/01/2025 using the email address provided in their complaint to assist with their request. We ask that they reply so our team can further assist with their concern. Customers can get in touch with Afterpay’s support team by going to the Afterpay website and selecting “Contact”at the bottom of the homepage or submitting a request to [email protected] Afterpay will continue to work with the customer until their issue is resolved. Sincerely, The Afterpay Team

2/16/2025

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $27.00 Amount Settled: $27.00

Customer Complaint

1/29/2025

Went to place a Walmart Grocery delivery order through Afterpay. Got to the checkout screen and put in my after pay details. My first installment was $27. It didn't go through for some reason, but I still received my Afterpay order confirmation . Did not receive a confirmation from Walmart. So I can't dispute with Walmart (it's not their fault) and Afterpay sent me an email shortly after that they are refunding me only $7.82 of the $27 that came out of my account. Very tight on money and was using this to buy groceries. Now I have no way to buy food, and at this point I can't even expect my money back for another 3-5 days and I don't even know if it will be the full amount that I was charged. Resolution Sought Establish better lines of communication for customers to file complaints. Refund me the full amount I was charged, and an explanation of how I can avoid this kind of issue in the future.

Company Response

2/4/2025

Thank you for getting in touch with Afterpay regarding the customer's order with Walmart. Our customer experience team has reached out to the customer 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. 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 the customer’s account, Afterpay confirmed that the refund notice from Walmart to void their order was not received, delaying the refund process. On 2/3/2025, a void was processed to their account, prompting our system to cancel their installments and issue a refund to their card on file. Afterpay appreciates their patience while waiting for the refund to process. Sincerely, The Afterpay Team

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