Dispute the Afterpay charge as a non-receipt issue, but do it with delivery evidence, not just the seller’s statement. If the parcel is marked delivered but you never got it, the key question is whether the carrier can actually prove handover to your address or to someone authorised to receive it.
Start with the facts you can lock down today:
- Save the order number, Afterpay payment reference, and tracking number.
- Screenshot the tracking page showing the delivered status and the delivery date/time.
- Keep every message where the seller says it was delivered.
Then contact the carrier and ask for proof of delivery. Ask for the exact delivery details they rely on: delivery scan, full delivery address, signature, photo, or GPS/location record if they have one. This matters because a simple “delivered” status is not always enough to show the parcel reached you.
At the same time, message the seller or marketplace and say you are reporting a non-receipt case. Ask them to confirm:
- the carrier name and tracking number they used
- the exact delivery address on the label
- whether they have proof of delivery
If the seller cannot provide proof beyond the tracking status, that is useful for your dispute.
Open the dispute with Afterpay and explain the situation clearly:
- the parcel shows as delivered on a specific date
- you never received it
- you have asked the carrier and seller for proof of delivery
- you can provide the tracking screenshot and all messages
If Afterpay has a dispute or investigation process in your account, use that. If your account only shows a payment issue or a help contact, use the channel Afterpay gives for payment disputes and include the same evidence. The exact deadline or filing step can vary by country and account setup, so check the wording in your Afterpay app/account or any payment emails for the current dispute option and time limit.
Two branches matter here:
- If the carrier can prove delivery to your address, try to find where it was left: parcel locker, neighbour, reception, mailroom, or building manager.
- If the carrier cannot prove delivery, that is the strongest support for your Afterpay dispute.
If the seller offers a replacement or refund, tell Afterpay immediately and keep the message. If the seller refunds after you have opened the dispute, make sure the Afterpay balance is adjusted so you are not paying twice.
Do not ignore instalments unless Afterpay confirms what happens to them during the dispute. Check whether your payment plan is paused, still active, or still due while the case is reviewed.
Practical tip: keep one folder with the delivered tracking screenshot, your carrier request, and the seller’s reply, because Afterpay usually needs a clear timeline more than a long explanation.
