Tried to complain to Afterpay but got ignored? We’ll help you escalate it.
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- Account Freezes: Verification issues (like outdated contact info) can lock users out.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.
Real complaints submitted through Ajust
I was shocked to find my Afterpay account suspended over a payment they claimed was overdue - when it wasn’t. To make matters worse, key messages from my account history just vanished. I felt judged and unfairly penalised for something that wasn’t even my fault. - Amanda
After I made a grocery purchase, I suddenly had three different Afterpay payment plans for the same order. I only bought one thing. It’s been stressful trying to fix this, especially with no clear explanation or help from their side. -Willie
My Afterpay account got suspended over a $26 late fee from years ago, even though I’d already paid it off. After all I went through to regain access, including recovering my email account, it feels incredibly unfair that I still can't use the service. - Ashley
Despite completing half the payments on an order, I never received the items. The merchant didn’t respond, and Afterpay offered no help. It’s frustrating paying for products that don’t show up - and being left to chase answers alone. - Aroha
How other Afterpay complaints got 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
Afterpay Complaints FAQs
What’s the fastest way to submit a complaint to Afterpay?
The quickest method is via the Afterpay app—tap Help and send a secure message or request a callback. This puts you in direct contact with support during business hours. You can also file a formal complaint through their online form or post one by mail for a documented trail.
What happens after I submit a complaint to Afterpay?
Afterpay will acknowledge your complaint within 1 business day and resolve most issues within 5–10 days. Complex complaints are typically resolved within 21 days. You’ll receive a written outcome and instructions for further escalation if needed, all through the communication method you used.
What are the most common complaints Afterpay users make?
Users most often report refund delays, declined orders, surprise charges, account freezes, and trouble contacting real support. These usually stem from merchant confirmation lags, payment verification issues, or a lack of clear guidance within the app. Timely documentation helps speed up resolution.
How can I escalate an unresolved complaint with Afterpay?
You can request a supervisor or escalation directly in the app chat by replying to your case. If still unresolved after 21 days, escalate to AFCA for independent review. Be polite but firm, and attach clear evidence like screenshots and messages to support your claim.
You’ve done your part, now it’s time to hold Afterpay accountable.
Take the final step and submit a complaint that gets seen and responded to.