If you experience any order issues with a Premium merchant, like not receiving your order, receiving the wrong items, or wanting to make a return, you will need to reach out to the merchant directly. These stores typically have their policies and contact information on their website, usually under "Policies" or "FAQ."
If you placed an order with a Premium merchant using our gift card process, the gift card itself is non-refundable. We recommend contacting them using your name and the last four digits of the gift card you used on the purchase - merchants will recognize the orders as being placed on a gift card and not as Sezzle orders. If you placed an order with a Premium merchant using your virtual card, we recommend reaching out to them using your name and the last four digits of your Sezzle Virtual Card, as they will recognize the order as placed through a standard credit/debit card.
Additionally, if they sent you an email with an order number, that may help them find your order. Please do not give them your Sezzle order number or have them look you up through Sezzle, as they will not have a record of that in their system.
If the merchant issues a refund on an order placed with a gift card, the merchant will most commonly issue you store credit. No changes will be made to your Sezzle account if store credit is issued. We recommend you read the merchant's policies regarding orders on gift cards to learn more. The gift card itself (so the order within Sezzle) will never be refunded.
If you need to reschedule a payment, add a new payment method, have a question about a fee, or any other question about using your Sezzle account, please review our Shopper Support FAQs for additional information!