Help for Shoppers

  • Where can I use Afterpay Instore?

    Afterpay is available in-store at selected retailers. For a list of retailers offering Afterpay in-store, visit the in-store category of our shop directory – www.afterpay.com.au/category/in-store/

  • Which stores accept Afterpay Instore?

    Afterpay can be used in-store with the following retailers:

    Cue

    City Beach

    The Athletes Foot

    General Pants

    Glue Store

    Johnny Bigg

    Tarocash

    Topshop

    Topman

    Veronkia Maine

    Universal Store

    Dion Lee

    Dissh

    (This list was last updated 14/03/17) check our website for latest stores www.afterpay.com.au/category/in-store/

    Prepare for your shopping in advance! Get your Afterpay in-store barcode up to 12 hours before use, simply visit afterpayit.com.au to create your barcode

  • How does Afterpay Barcode Instore work?

    To use Afterpay in-store you need to first visit www.afterpayit.com.au to create a barcode.

    Enter the amount you expect to spend, provide your debit or credit card and you may be instantly approved. You’ll only pay the exact amount you actually spend in the store.

    Please note:

    • The barcode you generate expires if not used after 12 hours
    • You can only use the barcode once so if you are intending on shopping with Afterpay in-store in multiple stores you will need to create multiple barcodes
    • Once you have created a barcode you can see it in your Afterpay account
    • PLEASE NOTE Afterpay in-store is only available in select stores. For details of stores participating please visit our store directory and browse by category, select INSTORE from the drop down list

    Prepare for your shopping in advance! Get your Afterpay in-store barcode up to 12 hours before use, simply visit afterpayit.com.au to create your barcode

  • My items were 'out of stock'

    From time to time a merchant may get in touch to tell you that some/ all of the items you have ordered were not available due to stock exhaustion.

    In this situation they will contact you directly to advise and may offer you alternative items or a refund.

    In the instance of a refund being given, once the merchant processes the refund it will automatically drop through and be reflected on your Afterpay account. 

  • Goods not received /damaged goods

    If you are waiting for delivery of goods and it is taking longer than you expected or you have received your order with items missing/ damaged you need to get in touch with the store directly.

    Afterpay is not able to amend, adjust or change an order once it is approved - this must be handled directly with the store.  Have a look on the merchants website for details of contact information, alternatively contact information is provided to you in your order summary from Afterpay.  

    Please allow up to 48hrs for the store to respond to your enquiry.

  • Why am I still being charged when I have return the goods?

    Before we can update your payment schedule, we need the retailer to receive your goods and notify us that the refund has been accepted.

    We work closely with all of our merchants to ensure that this happens as quickly as possible. If you are charged any amounts by Afterpay for a purchase that the retailer has agreed to refund, we will refund you the amount as soon as we are notified by the retailer. To find out the status of your return, please contact the retailer as decisions about returns are up to them.

    Once the refund is processed by the merchant - it automatically drops through to us and your Afterpay payment plan is adjusted to reflect the new total order value starting with the last payment and working backwards. It is all systems generated so nothing we can do to speed things up (sorry)

  • What if I want to return part of my order?

    Returns are subject to the retailer’s returns policy and all goods should be returned as usual. You should contact the retailer that provided you the goods to arrange the return and ensure the goods are sent back in a saleable condition. 

    When the retailer receives the goods and accepts the return, Afterpay will be notified by them and the refund will be applied. Please note that refund amounts are taken off the last payment/s first. If at least one payment has been made in relation to this purchase, and the refunded amount is greater than the amount outstanding, the difference between these amounts will be refunded to the credit/debit card that you used to place the order. The bank may take 5-7 days to refund the money to your card. 

    For example, let’s say you made a $400 purchase using Afterpay (i.e. 4 instalments of $100 each) and wish to return items worth $250. Once we are notified by the retailer that the return has been approved, we will cancel your 3rd and 4th instalments of $100, and amend your 2nd instalment to $50.

    Your new payment schedule would become 2 payments (instead of 4) of $100 & $50. If you had already made 2 payments of $100 each, a refund of $50 would be applied to your card and the remaining 2 payments would be cancelled. 

    You can log in to your Afterpay account at any time to view your updated payment schedule. 

    Please note, you will be liable for all payment amounts until Afterpay receives confirmation from the retailer that a return has been accepted.

  • What if I want to return my entire purchase?

    Returns are subject to the retailer’s returns policy and all goods should be returned as usual. You should contact the retailer that provided you the goods to arrange the return and ensure the goods are sent back in a saleable condition. 

    For details of the Merchants returns policy please visit the stores website or find their contact details on your order confirmation email from Afterpay.

    When the retailer receives the goods and accepts the return, Afterpay will be notified by them and all future payments for that order will be cancelled. If you have already made one or more payments, the instalments paid will be refunded to the credit/debit card that you used to place the order. Once notified by the retailer, we will process the refund immediately and send you an email to confirm that the refund has been applied. The bank may take 5-7 business days to process this amount.

    Please note, you will be liable for all payment amounts until Afterpay receives confirmation from the retailer that a return has been accepted.

  • Can I call Afterpay and speak to someone?

    Sure! You can call us on 1300 100 729.

    Our standard operating hours are 8am-8pm Monday to Friday and 9am-5pm Saturday.

    If you don't fancy talking or you are looking for help outside of our standard operating hours please complete a shoppers request 

  • How does Afterpay approve orders?

    When determining which orders to approve, our automated system considers a number of different factors. As an example, the longer you have been a customer with Afterpay and the more orders you have successfully repaid, the more likely you will be able to spend more.

    Whilst we know it can be frustrating to not know exactly how much you can spend each time, our rules and approval process help Afterpay responsibly offer a completely free service to our customers.

    The good news is that each time you use Afterpay we are making a fresh decision, and over time you will be able to spend more so long as you continue to repay your installments on time.

  • What happens if my card is lost or stolen?

    If your card is lost or stolen, please add a new payment method before your next scheduled payment to ensure that you do not incur any late fees. To do this, please follow these steps: 

    Log in to your Afterpay account at www.afterpay.com.au

    1. Select “My Account”
    2. Select “Billing”
    3. Select “Add Payment Method” and complete card details before clicking “Add Payment Method”
    4. Next to the new payment method, select “Make Default” to ensure that all future transactions are made using the new payment method

     
    If you do not have another payment method, please contact us immediately.

  • Adding a new card / removing the old one

    When you add a new card to your account and set it as the default, it is used as the default card for new orders only.

    Your old card will still be the default card for any orders placed with it, unless you make a "Pay Now" payment and select the new card as the default.

    If a payment for an order fails, we will try other cards on your account. Once all associated orders with a card are paid off, you can remove the old card from your account in the My Account / Billing section.

    When adding a new card please ensure that the card has been activated with the bank and that you have at least $5 available to spend.

  • How do I close my account?

    We’re sorry to see you leave Afterpay and hope you’ll reconsider! If you wish to close your account, please email us at info@afterpay.com.au.

    It would be great if you would let us know why you wish to close your account and if there is anything we can help you with. 

    Please be aware that you will need to pay any outstanding amounts before you can close your account.

  • Why haven't I received my goods yet?

    Unfortunately we do not have any influence over the delivery of your goods as this process is controlled by the merchants. Please contact the store where you purchased your goods from and ask for an expected delivery date/tracking information.

    If you are unable to get in touch with the retailer, please contact us and we can try help you.

  • Which cards does Afterpay accept?

    Afterpay currently accepts Mastercard and Visa credit and debit cards issued in Australia. Unfortunately we do not accept any prepaid cards or foreign debit/credit cards.

     

  • Can I change my payment date?

    No, We are not able to change your payment schedule. When making a purchase, please look at your payment schedule closely so that you are aware of the due dates for each instalment.

    If you have funds available on your card on each due date, or if you manually make the payments before the due date, you will avoid any late fees! Please note that Afterpay's system will automatically attempt to process the payments for you so you don't need to do anything on the due date.

    You can make payments at any time by logging in to your Afterpay account and using the PAYNOW button.

  • What do I do if the automatic payment fails?

    If your payment fails, you will be sent a notification by SMS and email. Please log in to your account to make the payment immediately by following these steps: 

    Log in to your Afterpay account at www.afterpay.com.au

    1. Select “Payment Schedule”
    2. Next to the overdue payment select “Pay Now”
    3. Choose the desired payment method and select “Submit Payment”

    If you are having difficulties, please contact us immediately to avoid incurring a late fee.

  • Can I make a payment early?

    If you would like to make a payment before the scheduled date, please follow these steps: 
    Log in to your Afterpay account at www.afterpay.com.au

    1. Select “Payment Schedule”
    2. Next to the payment that you would like to pay early, select “Pay Now”
    3. Choose the desired payment method and select “Submit Payment”

    If the payment is successful, the automatic payment will no longer be processed on the original scheduled date.

  • How can I pay for my order using a different payment method?

    If you would like to change your payment method, please follow these steps: 

    Log in to your Afterpay account at www.afterpay.com.au

    1. Select “My Account”
    2. Select “Billing”
    3. Select “Add Payment Method” and complete card details before clicking “Add Payment Method”
    4. Next to the new payment method, select “Make Default” to ensure that all future transactions are made using the new payment method

    We currently only accept Mastercard and Visa credit and debit cards issued in Australia. Please note that we do not accept payment via bank transfer or BPAY.

  • When will my first payment be taken?

    Our system determines for each order placed, whether you will be required to make your first payment at the time of purchase. This will be clearly communicated to you prior to you confirming your order. Most existing Afterpay customers will pay their first instalment after 2 weeks, whereas new customers will pay it at the time of purchase.

    For all orders over $500 and any In-store orders, you will always be required to make your first payment at the time of purchase.

  • I am a shopper how do I sign up?

    You don't need to register prior to making your first Afterpay purchase. 

    When you are making a purchase with one of our favourite stores found in the Shop Directory, simply choose Afterpay as your payment method at checkout. If it’s your first time using Afterpay, you will provide payment details as usual to complete your purchase. 

    Once your first order is approved, your Afterpay account is created. All you need to do is visit www.afterpay.com.au to set up a password, and you will be able to make more purchases using Afterpay by simply entering your log in details upon checkout.

  • How Does Afterpay Work?

    We offer simple instalment plans for online shoppers, allowing a purchase to be paid for in four equal instalments, due every fortnight.

    Simply shop with one of our favourite stores found in the Shop Directory and choose Afterpay as your payment method at checkout. First-time customers provide payment details as usual, returning customers simply log in to make their purchase. It’s that easy!

    After you check out, the goods will be shipped to you by the merchant. At any time, you can log in to your Afterpay account to see your payment schedule and make a payment before the due date. Otherwise we will automatically deduct the instalments from your debit or credit card every fortnight.

    Afterpay is also now available in-store in selected stores.

  • Who can use Afterpay?

    Afterpay is available to people who: 

      Live in Australia;

      Are at least 18 years old;

      Are capable of entering into a legally binding contract;

      Have a valid and verifiable email address and mobile number; and

      Use an Australian credit or debit card to make the purchase. 

    We do not require you to fill out a credit application form!

  • Where can I use Afterpay?

    Afterpay is available at many leading online retailers across Australia. For a list of online stores, visit our Shop Directory. We are constantly adding new retailers to the list so keep checking our website. 

    If you would like to see Afterpay become available on your favourite online store, please send them an email to let them know how much you love using Afterpay!!

  • Is there a cost for using Afterpay?

    Afterpay is a free service for shoppers - there are no upfront fees charged or any interest incurred.

    The only fees that may be incurred by consumers are late fees if your scheduled payments are unsuccessfully processed and, after being notified, you do not log in to your Afterpay account to make your payment via a different method. 


  • Is Afterpay safe and secure?

    We understand how important security is so we ensure that your personal information is protected. Afterpay is a PCI DSS Level 1 certified compliant Service Provider organisation. PCI DSS is a comprehensive set of requirements created by the Payment Card Industry Security Standards Council to enhance cardholder data security and to ensure the safe handling and storage of sensitive customer credit card information and data. 

    This is the highest level of security in the payment industry. 

Help for Merchants

  • What e'commerce systems?

    We support:

    Shopify
    WooCommerce
    Neto
    Magento

    We will also be supporting Big Commerce later this year.

    Not using one of these and keen to partner up with us?  www.afterpay.com.au/for-merchants/ and click “Get Started Today”. Once you provide us with your details, a member of our team will contact you within 2 business days. 

  • I am a Merchant - How do I get set up with Afterpay?

    We would love to hear more about you and your business!

    Please visit https://www.afterpay.com.au/for-merchants/ and click “Get Started Today”. Once you provide us with your details, a member of our team will contact you, usually within 2 business days.

  • How do we get into your Shop Directory?

    To have your store included in our shop directory please send an email direct to our marketing team: marketing@afterpay.com.au

    Shop directory assets specifications are:

    1. 270 x 270px campaign image
    2. Vector logo file
    3. A link to your homepage

    Please note:
    • If you do not have a design resource to resize an image in-house, then they can send us a large image and we will resize it for you. Same goes for the logo, if you do not have a vector then a large jpeg or png is fine
    • Afterpay will make all determinations about which merchants are displayed on the shop directory

    Thanks for your patience!

  • Merchant - Returns / Refunds

    Afterpay will direct all inquiries from customers, regarding return of goods, to you, the Retailer/Merchant. For privacy purposes, Afterpay is unable to issue a refund to a customer on behalf of a Merchant.

    Afterpay will only process refunds following the instruction by a Merchant though the issue of a refund request via the Merchant Portal.

    • Afterpay will determine how to apply the refund to the customer’s order and adjust the customer's payment schedule accordingly to reflect the refund issued
    • Afterpay will process amounts back to the customer’s card in the instances where the customer has made payments to Afterpay already.
    • An email will be sent from Afterpay to the customer to confirm the refund has been processed and communicate the changes to the customer’s payment schedule.
    • Any refunds will be accounted for in the next settlement date. Refund amounts will be clearly identified as such in the detailed settlement information.
    • Afterpay Merchant fees are non-refundable in the event of a refund.
    • Once a refund has been issued, Afterpay is not able to reverse or change this action.

    You must NEVER REFUND CASH to a customer in relation to any amounts paid by customers to Afterpay.

    For Merchant’s integrations configured for refunds, any refunds issued via your ecommerce solution will update to Afterpay automatically and you will not need to log on to the Afterpay Merchant Portal.

    Partial Refunds

    Any refund other than the full order amount is considered a partial refund.

    • Afterpay will automatically update the customer’s payment schedule by reducing the instalments or processing a refund back to customer’s card where required.
    • The refund is applied to the 4th instalment first, then the 3rd instalment and so on.

    Example: If the order value is $100 and the customer has paid 1 instalment of $25 then in case of a partial refund ($60 for this example) Afterpay will cancel the customer's 4th and 3rd instalments of $25, and reduce the 2nd instalment to $15.

    Full Refunds

    Any refund which is of full order amount is considered as a full refund.

    • Afterpay will automatically cancel the customer’s payment schedule so that the customer is no longer charged for the order.
    • If the customer has made any payments Afterpay will process a refund back to their card.

    For example: If the order value is $100 and the customer has paid 2 installments of $25 then in case of a full refund Afterpay would cancel the installment 3rd and 4th and process $50 refund (i.e. $25 X 2 instalments) back to customer’s card. 

    Issuing Refunds

    To issue a refund via the Merchant Portal,

    1. Login to the Merchant Portal
    2. Click on the Order that you wish to apply a Refund to
    3. View Order details and press the ISSUE REFUND button
    4. Enter the Refund Amount and your password
    5. Press ISSUE REFUND button
    6. The refund will be processed by Afterpay to the Customers’ order.
    7. The refund will be accounted for in Settlement at the next settlement date.

    Once a refund has been issued, Afterpay is not able to reverse or change this action.

    Note: You will be bound by the terms of your agreement with Afterpay as to how you deal with exchanges, returns and refunds.

  • Merchant - Modifying an Order

    Once Afterpay has approved an order, the order details and order value cannot be changed.

    The Merchant is able to issue partial or full refunds if items are not in stock or cannot be fulfilled for any reason.   

    Afterpay does not support the addition of items to an order. 

    A customer will need to place a new and separate order for the new items or cancel the previous order and raise a new order for all the items if they wish to use Afterpay to pay for the new items in the same payment schedule.

  • Merchant - How do I Cancel an Order?

    To cancel an order, the Merchant should issue a refund for the full value of the order through the Afterpay Merchant Portal. 

    For Merchant’s integrations configured for refunds, any refunds issued via your ecommerce solution will update to Afterpay automatically and you will not need to log on to the Afterpay Merchant Portal.

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