There is a problem with my order.

What to do if your order isn't correct.

Written By George Stanley (Liquid error: internal)

Updated at January 23rd, 2020

While we take pride in the merchants that we work with, we understand that sometimes mistakes do happen. See the topics below for more information on how to get order issues resolved.

Note:

Please do not ever ship any merchandise back under "Return To Sender." This often does not provide tracking information, which is essential in many disputes. If you are choosing to return any merchandise at any time, please verify that it is returning it to the proper return address and that you have valid return tracking for that shipment. We are unable to assist in cases where shipments went to the incorrect return address (for example, to the warehouse instead of the return processing department) and/or ones where there is not valid return tracking.


My order wasn't received

Please keep in mind the merchant's processing and shipping times - each merchant has their own, and some items may have been pre-order items that take additional time to ship. Additionally, paying for express shipping does not always guarantee express processing as well.


If the merchant's processing time has passed, and you haven't received any tracking information, we recommend reaching out to them directly first. Typically, their shipping timelines, as well as contact information, can be found on their website, as part of their FAQ or policies page. We recommend giving the merchant at least two business days to respond to all messages. Additionally, we advise against contacting them via social media (unless specifically requested), as not all merchants actively monitor social media.


If you are still unable to get tracking information, please log in to your Sezzle dashboard, select the order, and then select “Get help with this order.” You will then be guided through a series of questions related to your specific issue for our team to evaluate your request and help us determine the best next steps to help you to the quickest resolution.


If you have received tracking information, but your order hasn't been delivered, we recommend filing a claim with the shipping company directly. Often, you can do this right from their website. 



My order is incorrect

If you didn't receive your entire order, or if you received the wrong merchandise, we recommend reaching out to the merchant directly first. Typically, their contact information can be found on their website, as part of their FAQ or policies page. We recommend giving the merchant at least two business days to respond to all messages. Additionally, we advise against contacting them via social media (unless specifically requested), as not all merchants actively monitor social media.


Often, merchants will have specific policies and timelines around incorrect orders, so please make sure to read their policies. 


If you are unable to get in contact with the merchant, please log in to your Sezzle dashboard, select the order, and then select “Get help with this order.” You will then be guided through a series of questions related to your specific issue for our team to evaluate your request and help us determine the best next steps to help you to the quickest resolution.



I returned my order

If you need to return or exchange your order, the first step is to contact the merchant. Please follow their exact return policies, which are often listed on their website. We strongly recommend keeping track of the tracking number, should you return anything by mail.


Once the merchant receives your return or exchange, they'll then process it exactly as they would for any other shopper.


We aren't able to initiate any refunds - we process the refunds that the merchant initiates. To learn more about the refund process, click here.


If you've returned an order but still have upcoming payments, you can definitely take advantage of our reschedule option! To learn more about rescheduling your payments, click here.


If you've returned your order, and the merchants return processing window has passed but you have yet to receive a refund, please log in to your Sezzle dashboard, select the order, and then select “Get help with this order.” You will then be guided through a series of questions related to your specific issue for our team to evaluate your request and help us determine the best next steps to help you to the quickest resolution.







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