Sezzle has an in-house disputes team to investigate order issues and find solutions.
What qualifies as a dispute?
We consider issues disputable when the merchant hasn’t fulfilled an order as it was initially placed. So, if you’ve changed your mind about an item, that would not be disputable, but if the merchant sent the wrong item, that could be!
Example Disputable Situations
In the table below, we've provided a few scenarios of disputable and non-disputable issues:
|Disputable Issue||Non-Disputable Issue|
|The merchant is outside their processing window and still hasn't shipped your order.||The order was stolen off of your doorstep.|
|You ordered a blue shirt, but the store sent a red hat and won't help fix it.||You don't like the color of the shirt you ordered.|
|The order was shipped to a different address than the one provided at checkout.||You need to update your shipping address.|
How to File a Dispute
First, we ask that you work with the merchant. They may be willing and able to resolve the issue without involving Sezzle. However, if you have already reached out to the merchant and they are not responding or helpful, you can file a dispute:
- Log into your Sezzle dashboard
- From the Orders tab, navigate to "All Orders."
- Click on the order in question.
- Select “Get help with this order” below the order details, which will take you to a form to complete. Then click “Open” to submit the dispute request.
Once the dispute team receives this form, they will evaluate your situation over the next 2-3 business days and update you with the next steps as soon as possible.
**Important**: Disputes must be filed within 180 days of the date of the purchase. We are unable to pursue disputes after this timeframe.