Report an issue with Apple Pay Later
Learn what to do if you’re having problems with an order that was paid for with an Apple Pay Later loan.
First, contact the merchant
When you make a purchase using an Apple Pay Later loan, the merchant is solely responsible for fulfilling your order and processing returns, exchanges, or cancellations. If you experience an issue with an order, contact the merchant first to see what they can do.
Contact an Apple Pay Later Specialist
If you've contacted the merchant and they haven't resolved your issue, contact an Apple Pay Later Specialist to report an issue. You might want to contact an Apple Pay Later Specialist if:
You or the merchant canceled all, or part of, your purchase, but your Apple Pay Later loan hasn't updated.
You returned items to the merchant more than 2 weeks ago, but they haven't processed a refund and your loan payments haven't been reduced.
You aren't able to get a refund or replacement from the merchant, even though their store policy allows it.
There’s an unauthorized purchase on your Apple Pay Later account or you have another security issue with your account.
How to report an issue
On your iPhone, open the Wallet app. On your iPad, go to Settings and tap Wallet & Apple Pay.
Tap Apple Pay Later.
Find and tap the specific purchase that you want to report.
Tap the More button
, then tap Report an Issue.To chat with an Apple Pay Later Specialist, select the issue that you're experiencing. Then tap Continue.
When a pre-written message opens in the Messages app, tap the Send button.
You can also contact an Apple Pay Later Specialist by phone to report an issue.
If you're offered a deferral
Depending on your issue and eligibility, you may be offered a payment deferral. A deferral will move your future payment due date(s) to 28 days after the original due date. Your payment schedule will be adjusted and the amount due will remain the same.
If you're offered a Report an Issue form
When you contact an Apple Pay Later Specialist, you may be offered a Report an Issue form as part of our effort to resolve your issue. This form helps us gather information about your issue. Once you succesfully complete the form, we'll open a dispute and your loan will be issued a provisional, temporary credit. You'll be asked to upload evidence within 15 days to help us investigate your issue. When we receive your evidence, we'll conduct an investigation. Once the investigation is complete, your temporary credit may become permanent or it may be revoked depending on the investigation outcome.
