Afterpay disappearing act Issues

liz181 on 02/06/2025 - 11:56
Last edited 02/06/2025 - 12:26 by 1 other user

I made a purchase (Topmaq) on afterpay app using my joining discount of $50 I went back and checked it had applied correctly - it had. I could even see weekly payment schedule I thought all was fine, until I got an email from retailer saying complete your purchase! I thought I had! went & checked all record of it have disappeared! im really upset it was a major purchase for me that I took some time to decide on and was on sale and now isnt. afterpay help are so terrible they dont listen have terrible English and refuse to do anything just say I cant see any record of it. surely I wouldnt have been able to see payments and applied promo has gone if there is no purchase?? the promo code I had on afterpay account has now expired - I used it before it did, as it applied correctly, but thats all the customer service person could focus on! - not even my complaint! I really dont know what to do I cant get anywhere to fix it. HELP!

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Afterpay

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  Alan6984 on 02/06/2025 - 13:28

  Are you trying to say that the payment you made via AfterPay has now 'disappeared' and the retailer is saying that the full amount is due?

  If so, perhaps ask the retailer how your payment was processed there at the point of purchase? Presumably they would not have let you just walk out without paying, so they must have thought they processed a payment (via AfterPay)? Ask them what has happened, and exactly that their records show, as they should have received the payment from AfterPay if they processed your payment via AfterPay.

  On the flip side, if AfterPay are saying the transaction never happened, then presumably you owe AfterPay nothing, from their perspective?

  I appreciate that you note there was also a 'joining' discount of $50, but I would get the underlying payment sorted out, and who, if anyone, you owe, then come back to the discount if you can, especially since this was a 'major purchase', so the underlying payment probably vastly outweighs the discount of $50.

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  kinetic9 on 02/06/2025 - 13:37

  Has any money been taken from your CC/bank account for the first payment? You might just be out of luck if the order was never put through.

  I've never bought anything through the Afterpay app itself, but usually I always receive "Order confirmed" emails from both the retailer and Afterpay. Did you receive anything after making the order? I'm a Millennial though and feel weird making large purchases on phones.. need to turn on the laptop or desktop and use the retailer's website to make sure everything "goes through".

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    Alan6984 on 02/06/2025 - 15:54

    I'm a Millennial though and feel weird making large purchases on phones.. need to turn on the laptop or desktop and use the retailer's website to make sure everything "goes through".

    It's hardly a millennial thing, its just how much risk you're prepared to take that it doesn't work.

    For $50, most people would be 'meh', but if a larger amount was at stake, or the other downsides of it not working are greater, then you act accordingly.

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      kinetic9 on 03/06/2025 - 10:28

      You'd be surprised! I've seen many younger people use their phones for large purchases or booking flights, accommodation etc.

      If I see something on my phone I want to buy, I have to wait to get out the laptop haha.

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        Alan6984 on 03/06/2025 - 12:13

        You'd be surprised! I've seen many younger people use their phones for large purchases or booking flights, accommodation etc.

        Not at all surprised - I see many older people doing the same thing.

        Whilst there are exceptions, such people just don't understand the tech all that well, and therefore don't differentiate the risks of doing things one way or another, or in a few cases, maybe they do and just don't care.

        Bet they would all be whinging about their choices when something goes wrong though!

        It's like twenty-five years ago, when you'd see people complaining about sending large sums of money via online payments, only to find that it ended up somewhere they did not intend (due to them entering details incorrectly). Always someone else's fault of course, even though they were just too lazy to send a few cents as a test transaction first.

        You can't fix stupid.

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  tehyitz on 02/06/2025 - 13:51

  Are you sure it's not just a stray abandoned cart re-targeting email?

  It's not clear from your post whether you have taken possession of the goods either… usually with Afterpay goods are shipped / can be picked up immediately?

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  liz181 on 02/06/2025 - 17:07

  had to be purchased through app to apply promo code, no money was taken, it was to be a click & collect order so I dont have any goods, I think the order didnt go through, never checked for an email at the time. mostly im annoyed that it didnt tell me it hadnt gone through for whatever reason now the price is $100 more and I lost the $50 credit so pretty pissed off!

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    Alan6984 on 02/06/2025 - 19:54

    +1

    I think the order didnt go through, never checked for an email at the time.

    How could that be when you:

    … went back and checked it had applied correctly - it had. I could even see weekly payment schedule I thought all was fine …

    Clearly it went through fine if you could see it when you checked?

    Something very fishy here. Could it have been cancelled by retailer for some reason?

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  liz181 on 02/06/2025 - 20:28

  Being a long weekend i haven’t been able to get in touch with anyone still showing stock in my town

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  humvee on 03/06/2025 - 09:20

  So do you have any confirmation email from either afterpay? or the topmaq?

  Does the $50 show as used or expired?

  Was the purchase over $500 - if so in theory they should have already charged your 1st payment.

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  liz181 on 06/06/2025 - 21:19

  all sorted it just took some time frustrating!