Welcome to Customer Service

Below you find the most frequently asked questions about AfterPay

PAYMENT

If you make your payment late, we send you a reminder. Whenever we send you a reminder, you are charged a reminder fee – currently SEK 60.

To check your status and payment options, log into My AfterPay. You can then see the status of your invoice, and how much you have left to pay. You can also pay directly by choosing the ‘payment card’.

If you are sure that you have paid, but your payment has not been registered in My AfterPay, contact our customer service department on 22 87 89 30 or send an email to kundeservice@afterpay.no and we will look into it together.

If you are unsure whether your payment has reached us, you can check simply by logging into My AfterPay. Please remember that it can take up to three bank days for a payment to reach us. Of course, you are welcome to check by calling us on 22 87 89 30 or send an email to kundeservice@afterpay.no.

This is simply a reminder to inform you that the due date has passed. The date on the original invoice still applies, so you need to make payment as soon as possible.

Yes, you can. Log into My AfterPay and choose the form of payment you prefer. You can choose between opening a account, paying in instalments, payment via autogiro, or payment by card. You can find out more about the different payment options below.

At present, you can choose between the payment methods listed below, but we are working to offer you all the different payment methods available on the market – both now and in the future.

Invoice: Your invoice is sent to you with your order, in a separate letter or by email. An invoicing fee may be added.

Account: If you set up an account with us, you will have to pay a minimum amount every month. The size of this sum depends on the size of your balance. You can choose to pay the entire amount outstanding at any time and at no extra cost.

Instalments: You decide how many months you wish to divide your payment between: 3, 6, 12, 24 or 36. The monthly sum payable depends on the size of your balance. You can choose to pay the entire amount outstanding at any time and at no extra cost.

Card payment: We currently accept payment by Visa and MasterCard.

To find out more about our different payment options, visit AfterPay.

If you need to move the due date on your invoice, contact our customer service department on 22 87 89 30 or send an email tokundeservice@afterpay.no and we will do our best to help you.

PAYMENT IN INSTALMENTS AND ACCOUNT

Account means that you divide your balance and you pay the amount that suits you every month until you paid the whole sum. There is a minimum sum to pay which depends on your balance. For instance; if you have a balance of SEK 400, the minimum sum to pay will be SEK 50.

Instalment means that you can choose to divide your invoice into 3, 6, 12, 24 or 26 monthly instalments. You pay a fixed sum every month, which depends on the sum and how many months you would like to divide your invoice.

See our terms and conditions for details of the minimum sum payable.

AfterPay offers all customers who have made purchases for SEK 200 or more the option of opening a account or choosing to pay in instalments. You can choose one of these options directly in the checkout of the webshop where you make your purchases, or after you have received your goods and your first invoice – which will be sent with your order, in a separate letter or by email.

Log into My AfterPay with the email address you used when you made your purchases, or log in using your Mobile BankID. Select the invoice you wish to change, select ‘account’ or ‘instalments’, and click ‘Save’.

A new invoice with the new sum owing – and a new due date – will be sent to your home address. If you have selected payment in instalments or via an account for several invoices, notification for the second payment on these will be sent around the 15th–20th of each month, and you will have until the end of the month to make your payment.

Remember: even though you may already have set up an account or chosen payment by instalments, every time you make a purchase you must choose whether the new invoice is to be added to your monthly account or instalment programme. This is to make sure you maintain full control of your expenses.

Find out more about payment on account or by instalments on AfterPay.

In recent years, the Swedish Consumer Agency has been focusing heavily on consumer debt, and has introduced a directive stating that credit assessments must be carried out to ensure that the customer can repay the loan or credit sum.

AfterPay don’t want to contribute to the over indebtedness, that is why we are very cautious and only give credit to those who can pay back in the agreed time limit. 

If your application is rejected, you will be offered the options of paying the purchase price for the whole order by payment card, or invoice.

You may always request a re-assessment of your credit application by contacting our customer service department on 22 87 89 30 or send an email to kundeservice@afterpay.no. If the rejection is upheld, you will be offered the option of paying the order sum in full by invoice.

When you make a new purchase, and if your credit sum becomes higher than it was when you submitted your first application, we run a new credit check.

There reason why you have received an invoice for the full amount is because your instalment/account is inactive. This depends on several reasons:
1) You haven’t accept our terms and conditions.
2) You haven’t fulfilled the agreed payment plan, for instance paid after the due date.
3) You haven’t been approved in the acquired credit check.

If you have any questions, please contact our customer service department on 22 87 89 30 or send an email to kundeservice@afterpay.noand we will help you.

Yes, you can. Log into My AfterPay and select the invoices you want to pay in instalments. You can find out more about the different payment methods above.

You will receive your invoice by post or email around the 15th–20th of each month, and then have the rest of the month to make your payment. This is a good option if you would like to gather all your payments together on a single occasion after your salary has been paid into your account.

You will always find a copy of your invoice on My AfterPay.

If we have not received your payment on time, we will send you a reminder. You will then be charged a reminder fee – currently SEK 60 – along with penalty interest. If we have not received payment from you, the invoice will be forwarded to Gothia Inkasso, which will handle the debt-collection process. You will then also be charged a debt-collection fee of SEK 180.

If you fulfil the payment criteria, you are allowed to take a payment-free month twice per 12-month period. You are not allowed to take your first payment-free month until you have made four approved payments. You must then make four payments on time between each payment-free month.

If you want to take a payment-free month, contact our customer service department on 0340-59 61 01 or send an email to kundeservice@afterpay.no no later than two weeks before the due date of the invoice in question.

If you have received a final invoice it’s because your account/instalment no longer is active. It probably depends on that we haven’t received your payments in time and according to the agreed payment plan.

If you have not paid your instalment on time, a reminder will be sent to you five days after the original due date. You will then be charged a reminder fee – currently SEK 60. If you fail to pay this on time, your invoice for the next month will be a consolidated invoice comprising the instalment for the new month and the reminder fee.

If you fail to make this payment as well, we will send you a final invoice for the entire sum covered by the instalment plan because you have not complied with the original terms and conditions. If you wish to pay the amount you currently have outstanding, please contact our customer service department on 0340-59 61 01 or send an email to kundeservice@afterpay.no and we will do our best to help you. You otherwise have four weeks to pay the final invoice in full to avoid having the debt handed over to Gothia Inkasso, our debt-collection agency.

If you have paid too much on you will get your money back. Please contact Customer Service on 22 87 89 30.

DELIVERY AND RETURNS

Your invoice is sent with your order or by email. If the invoice is sent by email, it may sometimes arrive before your order is delivered. If you still have not received your order in a few days, contact the company from which you made your purchase. If your delivery is delayed, contact our customer service department on 22 87 89 30 or send an email to kundeservice@afterpay.no and we will help you move the due date on your invoice.

AfterPay is not responsible for the actual deliveries – only for the invoicing.

Naturally, you will only be required to pay for the goods you have kept. Calculate the sum for the goods you have chosen to return, and pay the remaining sum – including any return freight costs – using the payment details from the original invoice. On My AfterPay you always find your current balance. A new invoice will not be sent to you.

If the due date is approaching and your returns have still not been registered on My AfterPay, contact our customer service on 0340-59 61 01 or send an email to kundeservice@afterpay.no and we will help you extend the due date.

No, we will not send you a new invoice. However, you can use My AfterPay to check the status of your invoice and how much you have left to pay. To pay the remainder, use the payment details from the original invoice – which you can find in My AfterPay.

REFUNDS

We will send you an email stating that there is money owing to you and asking you to contact us and give us your account details.

OTHER QUESTIONS

Log on to My Afterpay, there you will find a copy of your invoice. You can also contact us on 22 87 89 30. We send our invoices by email, post or together with your parcel. 

If you haven’t received your order within a couple of days after you did your purchase we recommend you to contact the web shop. AfterPay is only responsible for the invoicing, not the delivery. Usually the invoice comes after or together with the parcel, but sometimes the invoice comes first. If due date is approaching, please contact Customer Service on 22 87 89 30 and we’ll help you to postpone the due date.  

Sometimes, your computer will route emails directly into your ‘junk mail’ folder. Start by checking whether your invoice is there. If you find email from us in your ‘junk mail’ folder, we recommend that you alter your email settings to make sure that any future invoices arrive in your inbox. Otherwise you risk failing to pay your invoice on time – and therefore having to pay unnecessary reminder fees.

If you do not find email from us in your ‘junk mail’ folder, call our customer service department on 22 87 89 30 or send an email to kundeservice@afterpay.no and we will do our best to assist you.

You can always log into My AfterPay to check the current status and your invoices. Here, you can also choose whether you want to pay your invoice by payment card, instalments, account or bank transfer.

You log in with either:
1) Your email address. First time you log in with your email address you will get a confirmation link to your inbox, and you can then choose your own password. Next time you log in with your email address and your password.
2) Mobile BankID. Log in with the password that is connected to your BankID.

Check that you have entered the right email address, and that this address is the one registered with AfterPay. If you login using BankID, check that the mobile phone/tablet you are using has BankID installed – and that you have updated to the latest version. You can find out more about how to log in with BankID below.

If the problem persists, contact out customer service department on 22 87 89 30 or send an email to kundeservice@afterpay.no.

 

To be able to log in using Mobile BankID, your mobile phone/tablet must have the BankID security software installed, and you must have your login details.

BankID is an electronic identification that you can use when you need to confirm your identity on the internet. Your BankID is personal, and can be compared to your passport, driving licence and other physical identification documents.

When you choose the invoice, instalment or account option, we need to make sure that the address you have entered matches the address in the Swedish National Register and that you are at least 18 years old. To do this, we need your personal identification number. We also run a credit check in order to offer you a period of credit.

When you choose to pay with AfterPay we do a credit check. A copy of this request will be send to you and you will see which information we have received.

The reason we do a credit check is because AfterPay will give you a credit, which means the time you have to pay the invoice. This does not in any way affect your creditworthiness; nor can it be seen by other banks or creditors.

You can contact us by phone on 22 87 89 30 or send us an email to kundeservice@afterpay.no. Our customer service department is open Monday to Friday from 08.00 until 17.00. The office is closed on weekends and all public holidays.

There are several factors that can affect whether your purchase will be approved by AfterPay. When you choose to pay by invoice an usual credit check will be done. If you’re not approved you will be referred to pay with card or any other direct payment that the web shop offers.

If you choose instalment or account an additional credit check will be done. If you are not approved for instalment or account you are welcome to pay with card or invoice.

If you have any questions about the credit check, you are always welcome to contact our customer service department on 22 87 89 30 or send an email to kundeservice@afterpay.no.

To pay by invoice, to pay in instalments or to open an account, you must be at least 18 years of age and officially resident in Sweden. You must also have been approved via the credit assessment process. For this reason, you have to enter your personal identification number when you choose AfterPay as the means of payment.

We send invoices by standard post, by email, or together with your order. You can always log into My AfterPay to check your invoices.

Log into My AfterPay, where you can see copies of all your invoices. You can log in using either your email address or with Mobile BankID.

AfterPay can unfortunately not answer any product related questions, please turn to the web shop where you did your purchase. Your find their contact information on the order confirmation, on their web site or on My Pages.

Effective interest is the total cost for a credit (account and instalment). The cost for the different options varies, since there are different cost for AfterPay. The fees that AfterPay have are administration fee and interest. If you are late with a payment you will get an additional reminder fee. This fee is not included in the effective interest. When you choose instalment an arrangement fee might be added. AfterPay is totally transparent of all the cost for a credit. 

Example: 
Effective interest on a purchase of SEK 10 000, paid with AfterPay account for 12 months is 28,72%. The total amount to be paid will be SEK 11 435. In other words the credit will cost you SEK 1 435.

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