If you're running into issues related to one of your Sezzle orders, we may be able to assist by pursuing a dispute on that order! In general, we consider issues to be disputable when the merchant hasn’t fulfilled the order as originally placed. If you’ve simply changed your mind about an item, that would not be disputable, but if the merchant is well outside of their promised turn-around time, that could be!
Some example situations are detailed below.
|Disputable Issue||Non-Disputable Issue|
|The merchant is outside of 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 got shipped to a different address than the one provided at checkout.||You need to update your shipping address.|
Before we're able to open a dispute on your order, we ask that you try to work with the merchant first. We always recommend reviewing the merchant's website for their policies, as many merchants will have specific steps to help resolve order issues.
If the merchant isn't assisting, please log into your Sezzle account, navigate to the order in question, and select "Get Help with This Order." You'll then be walked through a series of questions to help us better understand the issue. Typically, you can expect a response from our Dispute team within 2-3 business days regarding next steps.
I received an email stating my dispute was approved.
If we approve a dispute, it means that based on the evidence provided, it appears the merchant has not fulfilled your order as placed. It does not necessarily mean that you will be getting a refund, but we are agreeing to open a formal line of communication between you and the merchant and will act as mediators to try and come to a resolution.
Your Dispute Portal will be the primary method of communication between you and the Dispute team. You can access it by navigating to your “Orders” tab, selecting the order in question, and then clicking on “View Dispute.” It’s also the same spot you used to submit the “Get Help with This Order” form originally!
Please review the messages found in your Dispute Portal regularly, as we may need additional information from you to proceed with the dispute. Please do not send additional information via email unless specifically requested, as the Dispute team only communicates via the Dispute Portal.
I received an email stating my dispute was denied.
See below for a few reasons why a dispute may be denied.
- Based on the evidence provided, it doesn’t appear the merchant incorrectly fulfilled your order.
- A dispute was requested for an issue that isn’t disputable, for example, wanting to adjust a payment date.
- A dispute was requested during the merchant’s posted turn-around time, so they have not yet breached their policies.
Your email will explain why your dispute was denied and/or the steps we recommend you take to resolve the issue.
I received an email stating my dispute was closed.
If your dispute is closed, it means that either it has been resolved or we are not able to pursue the dispute any further. This could be due to the fact we did not receive enough information from you to proceed, the merchant provided information to resolve the situation, or a refund was issued. Please see the "Close Reason" provided in your email, as that will explain why the dispute was closed.
My dispute was closed because a refund was issued. When do I get that money?
Typically, a dispute is closed the same day a refund is issued. While the refund will be applied to your Sezzle account immediately, it may take up to 10 business days to be refunded to your original payment method. For more information on refunds, click here!