Customer Service

Welcome to our customer service page. Here you can find answers to all frequently asked questions.

Invoice

How is my invoice sent?

We send the invoice to the email address you provided when you made the purchases. In some cases we might have also sent the invoice to you by post. Since the invoice is sent to you when your order is shipped, it might take a few days until your receive your invoice.

You can always find your invoice by logging in to MyAfterPay.

I haven't received my invoice, what do I do?

When your order is shipped, we send the invoice to the e-mail address you used when you made a purchase. You can also find all your invoices by logging in to MyAfterPay. If you have trouble finding your invoice, contact our customer service on 02 588 29 56 or klantenservice@afterpay.be and we will help you.

Can I change the due date on my invoice?

Yes, if you need more time to pay your invoice you can use our Snooze function in MyAfterPay. You can choose to prolong your due date with 14 days for free or 30 days for a small fee. Log in to MyAfterPay if you want to Snooze your invoice.

Payment

I received a reminder but I have paid my invoice, why?

The reminder might have been sent because you were late with your payment or used the wrong payment details. Check which date you made the payment and what account and reference number you used.

If you know that you have already paid, but your payment is still not registered on your invoice, please contact our customer service on 02 588 29 56 and we will help you.

What options do I have to pay my invoice?

You can pay your invoice in different ways.

MyAfterPay

By logging in to MyAfterPay, you can pay safe and secure with Bancontact. In MyAfterPay, you are also able to find all payment details needed if you would like to transfer the the amount yourself.

E-mail

The invoice we send you by e-mail contains a payment link. You can click on this link to pay for your purchase with Bancontact app or card.

You can also find all payment details in the app if you would like to transfer the amount yourself.

Delivery and returns

I haven’t received my order yet, why have you sent me an invoice?

Your invoice is sent to your email when your order is shipped. Therefore, it is possible that you receive the invoice behore the delivery of your package. If you have not received your order within a few days, please contact the webshop you purchased at. If your delivery is delayed, please contact our customer service on 02 588 29 56 or klantenservic@afterpay.be and we are happy to help you.

What happens to my invoice if I return my order?

Will you return your whole purchase ?

You do not have to do anything at AfterPay. Just follow the webshop's return instructions. As soon as they have processed your return, they notify us and we send you a confirmation by e-mail.

Did you return your purchase more than two weeks ago and have you still not received any confirmation? Please contact the webshop to check if your return has been received by them.

Will you return a part of your purchase?

In this case you only have to pay for items that you keep, including possible shipping or service fees. Please make sure to make your payment before the due date on your invoice. As soon as the webshop has notified us about your return, we will send you a confirmation by e-mail.

Have your returned your items more than two weeks ago and have you still not received any confirmation? Please contact the webshop to check if they have received your return.

MyAfterPay and Login

How do I log in/register to MyAfterPay?

Register for MyAfterPay

Go to 'Create account' and fill in your e-mail address.
https://www.myafterpay.com/en-be?type=createaccount

You will receive an e-mail with a verification link (this link only works for 20 minutes).

After clicking the link you will go to MyAfterPay where you can create a password. Once you have created the password, you are logged in and ready to use MyAfterPay.

Login

You can log in to MyAfterPay with you e-mail address and the password you have created.

Forgot your password?

Have you forgotten your password? Go to 'Request new password' and fill in your e-mail address.
https://main.myafterpay.com/en-be?type=reset-password

You will receive an e-mail with a password link (the link only works for 20 minutes).

By clicking the password link, you will go to MyAfterPay where you can reset your password. After creating a new password, you will be sent to the login screen where you login with your new password.