If you haven't received your goods, we recommend you always reach out to the merchant/seller 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 calendar 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 your 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. You can find the merchant's contact details on your order under the details section.
How to raise a dispute from your Mobile App
- Log onto App make sure you have the latest version
- Go to My Clearpay
- Go to Orders
- Then click all orders
- Find the order that has not been received
- Click the 3 dots top right hand side of the dispute
- Choose goods not received
- Follow the prompts to fill out the required information, be sure to include as much information as possible including the correspondence you received from the merchant.
- This will raise a query directly with the merchant - they will receive whatever you write so make sure it is clear!
How to cancel a dispute from your Mobile App
If you have raised a dispute and then the goods are delivered or you get a refund from the store you can go in and notify us to cancel the dispute yourself via your app
- Go to My Clearpay
- Go to Orders
- Then click all orders
- Find the order that has not been received
- Click on the dispute view details link (banner top of the page)
- You can review the update and click on the button 'cancel this dispute'
How to raise a dispute from your Clearpay account
Goods not received
- Log onto your online Clearpay Account (not mobile app)
- Find the order that has not been received
- Click Get Help
- Click on Goods not received
- Follow the prompts to fill out the required information, be sure to include as much information as possible including the correspondence you received from the merchant.
- This will raise a query directly with the merchant - they will receive whatever you write so make sure it is clear!
Refund not received
- Log onto your online Clearpay Account (not mobile app)
- Find the order that has not been received
- Click Get Help
- Click on Refund not received
- Follow the prompts to fill out the required information, be sure to include as much information as possible including the correspondence you received from the merchant.
- This will raise a query directly with the merchant - they will receive whatever you write so make sure it is clear!
Note: Once a full dispute has been raised, you will not be able to raise a second dispute for the same order.
What happens next?
- The merchant will review the case and respond to you with an update /outcome. You will see an update on the order on your online account.
What do you need to do in the meantime?
- Click the refund / return button to let us know that you are expecting a refund - this will help you by moving out the next payment due date to allow some time for the dispute to be resolved.