Note: This article is specific to orders placed using long-term Ally financing. To manage payments on all other Sezzle orders, please visit our FAQ article here.
I need to cancel, return or exchange my order.
To cancel, return, or exchange your order, you will need to reach out to the merchant directly. Each merchant has their own policies regarding cancellations, returns and exchanges and they will be able to best assist you by providing the specifics of their policies. Most commonly, you can find the merchant’s policies listed within their FAQ or help articles, often listed on their website.
I haven’t received my refund yet.
Since Sezzle pays the merchant in full when orders are placed, the merchant considers the order to be paid in full. This means they will issue a refund just like you paid with a credit or debit card, but because they don't know how much you've paid to Sezzle, the refund is actually sent to Sezzle for us to apply it to your payment plan. Once the merchant issues a refund through Sezzle, your Sezzle order is immediately updated to reflect the refund.
Similarly, for Sezzle orders that are powered by Ally, refunds will be applied directly to the principal balance of the loan. If the refund amount is larger than the outstanding balance on the loan, then the difference will be paid back to the shopper in the form of a check. These credit balance refund checks are mailed to the address on file 60-90 days after the date the order was returned. If the refunded amount is less than the outstanding balance on the loan, the refund will then be subtracted from the outstanding loan balance. Please note, monthly payments will not decrease as a result of a refund being issued; however, it is possible to pay the loan balance off early if the refunded amount exceeds the amount of 1 minimum monthly payment.
Any further questions regarding refunds for orders powered by Ally can be directed to Ally’s billing department at 1-888-568-0186 the following hours:
Monday - Friday: 8am-10pm EST
Saturday: 8am-9pm EST
Sunday: 8am-8pm EST
If you're running into serious issues related to your order not being fulfilled or a refund not being issued as expected, we may be able to step in and open a dispute on that order. If the merchant isn't assisting, please log into your Sezzle account, select the order, and click on "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 3 business days regarding next steps.