We know how frustrating it can be not to receive all or part of an order. Unfortunately, because Sezzle is only the payment processor in this situation, we are not able to adjust, change, or cancel orders once they have been completed.
Contact the merchant.
Shipping and processing times vary for each merchant. As some merchants take additional time to verify an order can be fulfilled, you may occasionally see orders labeled as "Processing" in your Sezzle dashboard. Occasionally, merchants do this to verify inventory or other order information. You will likely see a pending charge on your payment method during this time. Once the order is finalized, the charge will appear as "posted" on your bank account, and the order will no longer be labeled as "Processing" in your dashboard.
If no shipping information is available or your delivery is delayed, please contact the merchant directly. Only the merchant can help you locate your delivery or replace your purchase if it gets lost.
If you have already contacted the merchant, we recommend continuing to work with them, as they will be able to provide the best resolution.
Review your order.
If any of your items are pre-ordered or have extended processing times, you must account for this in your delivery wait time. Reference the merchant’s policies and processing times, usually found in the FAQ section on their website.
Track your delivery.
Use the tracking number provided by the merchant for updates on your order’s estimated delivery date. If your tracking number shows delivery, but you haven't received the package, or it was delivered to the wrong address, contact the carrier directly for an update and, if necessary, file a claim.
Reschedule your payments.
Feel free to reschedule your installments until the situation with the merchant has been resolved. Click here to see how.
Reach out to us.
If you've confirmed that your order should have shipped per the merchant's policies and still haven't received tracking information, please log into your Sezzle dashboard and follow the steps here to open a dispute.
Our disputes team will evaluate your submission within three business days and discuss the next steps. Keep an eye on your emails from Sezzle and be ready to provide additional information. It’s essential that you save all relevant documentation regarding your order and communications with the merchant until the issue is resolved.