2 Canceled Owners/ AFTERPAY Refund

[luvyoumore]

Warning:  Beware of Afterpay refunds when you cancel an order with Sephora. 

On October 31, 2022 I had to cancel an order 2 times to amend the order prior to getting it right on the 3rd time. I used the AFTERPAY payment option for all 3 orders. I received the cancellation email for the 2 cancelled Sephora orders however AFTERPAY has all 3  orders as active and the first installments for all three have posted to my credit card. I emailed Sephora and was told to contact AFTERPAY. I called Sephora and was told again to contact AFTERPAY, I explained there is no phone number and I was told Sephora does not contact the merchant services provider in these instances that I have to fill out a web form with AFTERPAY even though there needs to be some clear process in place when this occurs. So, I then went to the web form and filled it out with AFTERPAY provided screenshots of my detailed cancellation emails and after hours of waiting they responded contact Sephora! I feel this is unacceptable. I made a purchase through the Sephora App and Cancelled through Sephora but they cannot provide any insight and have no contact to resolve issues like this with AFTERPAY a merchant services provided they are doing business with. I now have 3 active orders that I am scheduled to be billed for on my next installments with AFTERPAY and no one can tell me anything really. I don’t typically use this payment option and I don’t intend on using it again with Sephora. Any insight would be great? 

Thank you

Update: I hope this helps!  I did get my refund quickly and stopped the installments on the canceled orders by doing the following through Afterpay:

If you wish to take the matter further, we recommend raising a formal dispute.
 

• Log onto the Afterpay app (make sure you have the latest version)
• Go to ‘My Afterpay’
• Go to ‘Orders’
• Then click ‘All Orders’
• Find the order that has not been received
• Click the 3 dots on the top right-hand side of the dispute
• Choose ‘Goods Not Received’
• Follow the prompts to fill out the required information. Be sure to include as much information as possible including the correspondence you received from the merchant

 
Following the above steps will raise a query directly with the merchant. They will receive everything that you included within the dispute, so please ensure the information is clear, and that you don’t leave anything out!

[spunkerrific]

I am having the same issue and it’s so frustrating! Afterpay tells me there’s nothing they can do and Sephora is saying the same thing. Meanwhile Afterpay is gonna go forward with the next installment on an order I canceled 1 hour after placing 😕

[luvyoumore]

Hi, I posted an update above with instructions on how I got my refund from Afterpay and it stopped my installments as well. I hope that helps. 

[keelybt]

@spunkerrific I will send you a PM to help. 

[erika2256]

I'm having the same problem! Haven't heard back from Afterpay yet. Did you get your refund?

[luvyoumore]

Hi, yes I did. I posted the instructions above as an update on how I got my refund through Afterpay. I hope that helps. 

[keelybt]

@erika2256 I will send you a PM to help. 

[luvyoumore]

Update: After AFTERPAY told me to contact Sephora they said I can file a formal dispute.  I have now filed a formal dispute with AFTERPAY using their formal dispute process in the Afterpay app. Here is how I did it in case it can help someone else even though I don’t have a confirmed resolve yet. 

 Per AFTERPAY’S email response to me:

If you wish to take the matter further, we recommend raising a formal dispute.
 

• Log onto the Afterpay app (make sure you have the latest version)
• Go to ‘My Afterpay’
• Go to ‘Orders’
• Then click ‘All Orders’
• Find the order that has not been received
• Click the 3 dots on the top right-hand side of the dispute
• Choose ‘Goods Not Received’
• Follow the prompts to fill out the required information. Be sure to include as much information as possible including the correspondence you received from the merchant

 
Following the above steps will raise a query directly with the merchant. They will receive everything that you included within the dispute, so please ensure the information is clear, and that you don’t leave anything out!
 
What happens next?

• The merchant will review the case and respond to you with an update/outcome. You will see an update on the order on your online account.

[DaneeBT]

Hi @luvyoumore

I'm so sorry to hear about this! I will send you a PM.

Regards,

Danee

[shoping]

I just place a order online did not get my saving of 20%

[DaneeBT]

Hi @shoping

Oh no! I'll send you a PM.

Regards,

Danee

[shoping]

Can I get it or I need to cancel my order