If you're running into serious issues related to your order with a merchant, we may be able to step in and open a dispute on that order. In general, we consider disputable issues to be matters where the merchant isn't fulfilling the order as originally ordered. This doesn't include issues with your Sezzle account, like a failed payment, or situations where you've changed your mind, like a pair of pants not fitting the way you'd like.
Some example situations are detailed in the table below.
|Disputable Issue||Non-Disputable Issue|
|The store 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|
|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, you will need to try and 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. We strongly advise against contacting them through social media (unless specifically requested), as not all merchants actively monitor social media for complaints.
If the merchant isn't assisting, please log in to your Sezzle account, select the order, and select "Get Help." 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 team within 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, we can't confirm that the merchant has correctly fulfilled the order. It does not mean that you will be getting a refund. Instead, it means that we are going to open a formal line of communication between you, Sezzle, and the merchant to try and mediate a resolution.
Please review the messages found in the Dispute Portal (accessible by selecting your order and then "View Dispute") 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 Disputes team only has access to the information within the Dispute Portal.
I received an email stating my dispute was denied.
If we deny a dispute, it means that based on the evidence provided, it doesn't appear the merchant has incorrectly fulfilled the order. Often, this is because a dispute was requested for an issue that isn't disputable, like needing to adjust payment dates. It can also be due to the fact the merchant has not yet breached its policies, like a dispute being opened during the merchant's posted turn-around-time. The email will explain either why the dispute was denied or the steps you will need to take to resolve the issue.
I received an email stating my dispute was closed.
When a dispute is closed, it means 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 issue, or a refund was issued. The email will have a "Close Reason" that provides further explanation on why the dispute was closed.
My dispute was closed because a refund was issued. When do I get that money?
Typically, the dispute is closed the day the refund is issued. While the refund is applied to your Sezzle account immediately, it may take up to 10 business days to be returned to your original payment method. For more information on refunds, click here.