If you find yourself in a frustrating situation with one of your Sezzle orders, have no fear! Our dispute team is here and may be able to assist. We consider issues to be disputable when the merchant hasn’t fulfilled an order as it was originally placed. So, 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 turnaround 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.|
First thing’s first, we do ask that you try to work with the merchant. It’s possible they may be willing and able to resolve the issue quicker than you think! However, if you have already reached out to the merchant and they aren’t assisting, here’s what you’ll want to do next.
- Log into your Sezzle dashboard via a web browser (the app doesn’t have this option)
- Go to your “Orders” tab and click “View Order” next to the order in question
- Select “Get Help with this Order” in the lower left-hand corner
- Follow the prompts in the form that appears and click “Open”
Once the dispute team receives this form, they will evaluate your situation over the next 2-3 business days and update you with next steps as soon as they can.
I received an email stating my dispute was approved.
If your dispute has been approved, that means our dispute team is on the case! Based on the evidence provided, it looks like the merchant has not fulfilled your order as placed, so the dispute team is going to open a line of communication and act as mediators between you and the merchant. It does not necessarily mean that you will be getting a refund, but we are going to try to find a resolution that everyone can, hopefully, be happy about.
At this point, it may be helpful to review your notifications just to make sure that you are receiving dispute updates. All communication with the dispute team needs to take place within your dispute portal, which is where you opened your dispute originally. Notification settings can be found here, and you can choose whether you’d like to get an email, a text, or both for dispute updates or any other Sezzle actions.
Any time you get a notification that there’s been an update to your dispute, that’s your signal to head to your dispute portal and review any messages from the dispute team, especially because they may be asking for additional information from you to proceed.
I received an email stating my dispute was denied.
Unfortunately, sometimes our dispute team can’t pursue a dispute. Below are a few reasons why a dispute might 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 while the merchant was still within their posted turnaround time, so they have not yet breached their policies.
You will receive an email from us explaining 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 was 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 that 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 dispute portal for more information!
My dispute was closed because a refund was issued. When do I get that money?
Typically, your refund is issued the same day that your dispute is closed. While the refund will be applied to your Sezzle account immediately, it may take up to 10 business days to be reflected on your original payment method. For more information on refunds, click here!