Afterpay - Buy Now, Pay Later

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of Afterpay - Buy Now, Pay Later's key feedback

Customer Service Delays

Many users report significant delays in customer service response times, with some waiting days for a reply. Approximately 20% of users seem to be affected by this issue, leading to frustration and unresolved problems.

I contacted support and they said they fixed it just to find out it really wasn’t fixed.

App Functionality Issues

Users frequently experience app crashes, freezing, and slow loading times, particularly after the Cash App merger. This affects about 25% of users, making it difficult for them to complete transactions.

The app glitches after I log in, I’ve contacted customer support with no solution for over a month now.

Spending Limit Reductions

Afterpay users are frustrated by sudden reductions in their spending limits, often after a single late payment. This issue impacts around 15% of users, who feel penalized despite having a good payment history.

I was overdue twice in almost 5 years. My spending went from 2,000 to 500.

Refund and Overcharge Problems

There are numerous complaints about overcharges and difficulties in obtaining refunds, with some users waiting weeks for resolution. This affects about 10% of users, causing distrust in the service.

Afterpay overcharged me $129.26 and I am still missing the money after a month.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Affirm

Affirm receives overwhelmingly positive feedback for its user-friendly interface and flexible payment options, which many users find convenient for managing finances. Customers appreciate the ability to make large purchases with low monthly payments, and the app is praised for its ease of use and helpful customer service.

#2 RUNNER UP

Klarna

Klarna is generally well-received for its convenient payment plans and the ability to shop now and pay later. However, some users report issues with app performance and customer service, particularly regarding refunds and account management, which can detract from the overall experience.

#3 Straggler

Afterpay - Buy Now, Pay Later

Afterpay has mixed reviews, with users appreciating its flexible payment options and ease of use. However, recent updates and integration with Cash App have led to significant user dissatisfaction, with complaints about app functionality, customer service, and changes in payment methods.

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Nuggets

Major Highlights of the Week

Cash App Merger Issues

The integration with Cash App has led to significant app performance issues, including freezing and crashing, making it unusable for many users. This has resulted in a decline in user satisfaction and increased frustration with the app's reliability.

Since the Cash App merger, the app crashes immediately upon opening, making it impossible to use.

Customer Service Delays

Users experience long wait times and unresponsive customer service, often receiving automated responses that do not resolve their issues. This lack of effective support is causing dissatisfaction and eroding trust in the service.

I contacted support about a payment issue and waited over three days for a response, only to receive an automated message.

Spending Limit Reductions

Many users report sudden and unexplained reductions in their spending limits, even after maintaining good payment histories. This unexpected change is leading to frustration and a sense of unfair treatment among loyal customers.

Despite never missing a payment, my spending limit was reduced from $3,000 to $50 without explanation.

App Freezing and Lagging

The app frequently freezes and lags, particularly during checkout, which disrupts the shopping experience and prevents users from completing purchases. This technical issue is a major barrier to user engagement and satisfaction.

Every time I try to check out, the app freezes and I can't complete my purchase.

Refund and Overcharge Issues

Users face difficulties with refunds and overcharges, often waiting weeks for resolution and sometimes not receiving full refunds. This financial mishandling is damaging user trust and satisfaction.

After being overcharged, I was promised a refund that still hasn't been processed after a month.

Account Verification Problems

Account verification processes are cumbersome and often fail, preventing users from accessing their accounts or making purchases. This issue is causing significant frustration and preventing new user acquisition.

I can't verify my account because the app doesn't support middle names, leaving me unable to use the service.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Cash App Merger Issues

Customer Service Delays

Spending Limit Reductions

App Freezing and Lagging

Refund and Overcharge Issues

Users face difficulties with refunds and overcharges, often waiting weeks for resolution and sometimes not receiving full refunds. This financial mishandling is damaging user trust and satisfaction.

Account Verification Problems

Quotes of the week

Hear from some of the most impactful users to drive changes

Afterpay used to be my go-to, but since the Cash App merger, my spending limit dropped from $3,000 to $50 despite my perfect payment history. It's frustrating that loyal customers aren't valued.

reviewreals

Week of May 27th, 2025

The app has become unusable since integrating with Cash App. It crashes immediately on my iPhone, and customer service keeps promising fixes that never happen. It's disappointing for a long-time user.

xijs0

Week of May 27th, 2025

I was overcharged by Afterpay and despite multiple contacts with customer service, the issue remains unresolved. It's frustrating to deal with such poor support.

Subiespeed

Week of May 27th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

Afterpay used to be my go-to, but since the Cash App merger, my spending limit dropped from $3,000 to $50 despite my perfect payment history. It's frustrating that loyal customers aren't valued.

Candice Wu

App Store

Kelly Williams

Google Play

I was overcharged by Afterpay and despite multiple contacts with customer service, the issue remains unresolved. It's frustrating to deal with such poor support.

Koray Okumus

Google Play

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User Experience Report

Report Date

Afterpay - Buy Now, Pay Later

Top Insights This Week

Customer Service Delays

App Functionality Issues

Spending Limit Reductions

Refund and Overcharge Problems

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts