If you haven't received your goods, we recommend you always reach out to the merchant first to find out what has happened and request tracking information. Always allow up to 7 calendar days for the merchant to respond to your enquiry.
If it has been more than 7 days since the date you have placed your order and you have tried reaching out to the merchant but have received no response, you can consider raising a dispute from the Clearpay app.
Please note: Some merchants like Prezzee (gift cards), require you to contact the merchant directly should you need help, this means you won’t be able to raise a dispute with us. You can find the merchant's contact details on your order under the details section.
How to raise a dispute from the Clearpay app
- Open the Clearpay app and ensure it’s updated to the latest version.
- Go to My Clearpay
- Tap Orders, then select Active orders
- Locate the order that hasn’t arrived
- Tap the three dots in the top right corner
- Choose Goods not received
- Follow the steps provided and share as much detail as you can
- Be sure to include any communication you’ve had with the merchant or courier and upload any documents to support your claim
- Your message will be sent directly to the merchant, so please make sure the information you provide is clear and accurate, providing as much detail as possible.
How to raise a dispute from the Clearpay web portal
- Log in to your Clearpay account at Clearpay.com
- Go to Orders and find the order that hasn’t arrived.
- Select the order, then click Get help.
- Choose either Goods not received or Refund not received.
- Follow the prompts and provide as much detail as possible, including any messages or emails you’ve received from the merchant or courier.
This will send your query directly to the merchant, so please make sure the information you include is clear and complete. Please note, you can only raise one dispute per order.
How to view or cancel a dispute from the Clearpay app or web portal
You can check in on your dispute anytime either in the Clearpay app or web portal, just go to Orders and tap the order you’re disputing. At the top, you’ll see a banner with a View details button—tap that to see what’s happening with your dispute or to cancel it if you need to.