Buzz
The ultimate guide to contacting customer service
Afterpay simplifies the process of purchasing items on credit, but if you want to get in touch with them, you might find it a bit perplexing. Despite having customer service phone numbers listed online, direct phone support is no longer available. Instead, you can reach their support center through online forms, email, or even social media.
Key Points to Consider
- Afterpay no longer offers customer support over the phone. To get assistance, complete a form on their website or send an email to [email protected].
- Merchants can still contact Afterpay using their merchant number, 484-772-2736.
- You can also reach them via direct message on Instagram @afterpayusa or Twitter @AfterpayUSA.
Procedures
Is it possible to reach Afterpay by phone?
Afterpay has discontinued its customer helpline. Previously, customers could connect with a representative over the phone at Afterpay. However, due to high call volumes, their customer support phone numbers are no longer operational. Regrettably, their Live Chat feature is also unavailable.
- For merchants, phone contact remains an option at 484-772-2736.
Contacting Afterpay via Their Online Forms
Visit the Afterpay website's contact page. Navigate to the Afterpay website for your respective country (USA, Canada, Australia, or New Zealand), and scroll to the bottom of the page. Click on “Contact.”
Select the relevant issue from the menu. The page provides choices for refunds, returns, payment assistance, account management, general inquiries, ID verification, complaints, CCPA requests, reports of unauthorized transactions, and setting spending limits.
Complete the form with your details and submit it. Follow the instructions provided and provide a brief summary of your query. You can also include any relevant documentation. For order-related forms, ensure you have your order number handy. If disputing a transaction, have the relevant card available.
- If you're a merchant, ensure to include your merchant ID in the form.
- Response times from Afterpay may vary based on the nature of your inquiry and when the form is submitted. Expect longer wait times during weekends and holidays, as their customer service center experiences higher traffic during these periods.
Contacting Afterpay Through Email
Direct general inquiries to info@afterpay. For account-related queries, requests to update information, or non-legal matters, send an email to [email protected]. Your query will be logged, and you should expect a response within 24 hours.
For legal claims and disputes, email uslegal@afterpay. Before pursuing legal action against a merchant, Afterpay recommends attempting to resolve the issue through informal negotiation. Notify Afterpay of the dispute by emailing [email protected] at least 30 days before initiating legal proceedings.
- Include your name, account details, contact information, and a summary of the dispute in your email.
- Alternatively, mail a hard copy to Afterpay US Services, LLC, 760 Market St. Floor 2 Unit 2.03, San Francisco, CA 94102, marked 'Attention: Legal'.
Merchants should contact merchantadminus@afterpay via email. If you're a seller, visit the Afterpay Business Hub and click 'Get in Touch' at the bottom of the page. This action will open a new message in your email application addressed to [email protected].
Reaching Out to Afterpay via Social Media
Visit the main Afterpay website and access the “Connect” section. Scroll down to the bottom of the Afterpay homepage and locate the “Connect” section. Choose from Facebook, Instagram, Twitter, or LinkedIn.
Direct your query to the appropriate social media account based on your location. Afterpay maintains separate social media accounts for different regions. Facebook and Instagram are available for the US, UK, Australia, and New Zealand, while Twitter is accessible for the US and UK. Additionally, the UK has a LinkedIn presence. Send a direct message detailing your concern to the relevant account.
- Customers have reported receiving responses from Afterpay within a few days of sending a direct message.
- For Facebook, the following names are used:
- Afterpay USA
- Afterpay (Australia)
- Afterpay NZ
- Clearpay (UK)
- Instagram accounts for Afterpay include:
- @afterpayusa
- @afterpayau
- @afterpaynz
- @clearpay_uk
- Twitter accounts for the US and UK are:
- @afterpayusa
- @clearpay
- LinkedIn page for the UK is Clearpay (Afterpay).
Pointers
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Afterpay offers FAQ sections tailored for both merchants and customers. Visit the Afterpay help page and select the relevant category to find answers to your queries.
