How to file a complaint and get quick results from Afterpay
How to submit a complaint with Afterpay
If you’ve hit a wall with an issue, lodging a complaint with Afterpay is simple and fast when you know the right steps:
- Via the App (Fastest): Open the Afterpay app, tap Help, and send a secure message. You can also request a callback during business hours.
- Online Complaint Form: Go to Afterpay’s complaint form and select "Make a complaint." You’ll be guided through submitting your issue with relevant details.
- Request a Callback: In the app, request a call and Afterpay aims to ring you back within the hour (during business hours).
- By Mail: Prefer a paper trail? Post a formal complaint to: GPO Box 2269, Melbourne VIC 3001 – include your account details and a clear issue summary.
Afterpay commits to fair and timely complaint handling:
- Acknowledgement: Within 1 business day.
- Simple issues: Resolved within 5 business days.
- More complex complaints: Expect a response within 10 business days, with full resolution within 21 days.
- If delays occur, Afterpay will keep you updated and explain next steps. Once your case is reviewed, you’ll get a written outcome, explanation of the decision, and next steps (including escalation options like AFCA).
💡 Updates are sent via the method you used — in-app chat or email. Callback requests are handled within 10am–7pm AEST Mon–Fri, with shorter hours on weekends.
Common complaints against Afterpay
Here’s what people complain about most:
- Refund Glitches: Users still get charged after returning an item — often because the retailer hasn’t confirmed the refund yet.
- Declined Orders: Spending limits, overdue payments, or card issues often lead to declined transactions.
- Account Freezes: Verification issues (like outdated contact info) can lock users out.
- Surprise Charges: Extra payments taken after balances were cleared (usually due to pending merchant refunds).
- Support Access: Frustration over lack of a public phone number and robotic responses.
💡 Tip: Always check your app notifications and messages. Many issues resolve faster with full documentation.
Got an issue with Afterpay? Send your complaint instantly!
Real Afterpay complaints and how they were resolved
Missing Refund: A shopper returned items via Temu but still had a balance. Afterpay requested proof and refunded $66 after verifying the merchant’s action.
Billing Error: A user saw recurring charges post-payment. She submitted her payment history, and Afterpay reversed the error.
Failed Delivery: An order never arrived, and the merchant stopped responding. Afterpay investigated and refunded the customer after confirming the delivery failed.
Still stuck? You can:
- Ask for escalation directly in the app — request a supervisor or case manager.
- Add new evidence (screenshots, dates, messages) to support a re-review.
- There’s no separate escalation email, but you can reply to ongoing cases asking for senior team involvement.
💡 Be polite but firm. Mention you’d like your case elevated if the issue hasn’t been resolved within Afterpay’s standard 21-day window.
If Afterpay can’t resolve your complaint:
- AFCA (Ombudsman):
Lodge a formal complaint with the Australian Financial Complaints Authority (AFCA).
- Phone: 1800 931 678
- Web: www.afca.org.au
- Phone: 1800 931 678
- BNPL Code Committee:
If your complaint involves Afterpay’s compliance with the Buy Now Pay Later Code, you can email the Code Compliance Committee (after completing Afterpay and AFCA steps first). - ASIC:
ASIC monitors BNPL platforms but doesn’t resolve individual complaints. Still, you may report broader issues (e.g. misleading practices) to ASIC or local consumer agencies if needed.
- Submit a Complaint: Complaint Form
- Complaints Policy: afterpay.com/en-AU/complaints-policy
- Refunds & Returns FAQ: Refund Help
- Order Declined Help: Decline FAQ
- Contact Support: Message Afterpay
- AFCA (Ombudsman): www.afca.org.au
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