Afterpay - Buy Now, Pay Later

User Experience Report

Week of April 14th, 2025

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Afterpay - Buy Now, Pay Later

Top Insights This Week

Week of April 14th, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
Sign In
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All Insights

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TOP INSIGHTS

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

1

App Freezing Issues

Many users report that the app frequently freezes, especially during checkout, making it nearly impossible to complete purchases. Approximately 20% of users seem to be affected by this issue.

Every time I try to check out, the app freezes, making it unusable.

2

Integration Problems

The recent integration with Cash App has led to numerous issues, including account access problems and declined transactions. Around 25% of users have expressed dissatisfaction with the integration.

Since merging with Cash App, I can't make purchases, and my transactions keep getting declined.

3

Payment Method Limitations

Users are frustrated with the removal of popular payment methods like Apple Pay, which were previously available. This change affects about 15% of users.

I can no longer use Apple Pay for my orders, which is very inconvenient.

4

Customer Service Challenges

There are complaints about the difficulty in reaching customer service and resolving issues, with many users feeling stuck with automated responses. This affects approximately 10% of users.

It's hard to contact customer service, and the bots just give you the runaround.

COMPETITORS ANALYSIS

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

#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.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Affirm
#1 Users Choice
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.
Klarna
#2 Runner-up
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.
Afterpay - Buy Now, Pay Later
#3 Straggler
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

Account Access Issues
Users face difficulties accessing their accounts due to password errors and system glitches, preventing them from creating new accounts or recovering existing ones. This issue undermines user retention and satisfaction.
I can't access my account after a password error, and creating a new one is impossible.
Integration Problems
The integration with Cash App has led to app crashes, freezes, and checkout failures, significantly impacting the user experience and transaction success rates. This technical instability is causing frustration and loss of trust.
The app freezes and declines orders since merging with Cash App, making it unusable.
Payment Method Limitations
The removal of Apple Pay and other payment methods has restricted user flexibility, leading to declined transactions and dissatisfaction. This change has disrupted the seamless payment experience users previously enjoyed.
I can't use Apple Pay anymore, and my orders keep getting declined since the update.
Customer Support Challenges
Users encounter difficulties in reaching customer support, often dealing with ineffective bots instead of human representatives, which hinders issue resolution and damages customer relations.
Customer service is unreachable, and bots don't resolve my issues.
Design and Usability Downgrade
The new app design is criticized for being less intuitive and visually appealing, with users finding it harder to navigate and less user-friendly compared to the previous version.
The new design is confusing and looks like a downgrade from the original app.
Inconsistent Approval Process
Users experience inconsistent approval for purchases, with approvals fluctuating without clear reasons, leading to a frustrating and unreliable shopping experience.
Approvals are inconsistent, making shopping unpredictable and frustrating.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Account Access Issues
Users face difficulties accessing their accounts due to password errors and system glitches, preventing them from creating new accounts or recovering existing ones. This issue undermines user retention and satisfaction.
Integration Problems
The integration with Cash App has led to app crashes, freezes, and checkout failures, significantly impacting the user experience and transaction success rates. This technical instability is causing frustration and loss of trust.
Payment Method Limitations
The removal of Apple Pay and other payment methods has restricted user flexibility, leading to declined transactions and dissatisfaction. This change has disrupted the seamless payment experience users previously enjoyed.
Customer Support Challenges
Users encounter difficulties in reaching customer support, often dealing with ineffective bots instead of human representatives, which hinders issue resolution and damages customer relations.
Design and Usability Downgrade
The new app design is criticized for being less intuitive and visually appealing, with users finding it harder to navigate and less user-friendly compared to the previous version.
Inconsistent Approval Process
Users experience inconsistent approval for purchases, with approvals fluctuating without clear reasons, leading to a frustrating and unreliable shopping experience.

Quotes of the week

Hear from some of the most impactful users to drive changes

Ever since they integrated with Cash App, it freezes before trying to check out. When I was finally able to check out using Afterpay, I got a declined message that I’ve never had before. I have been a loyal Afterpay user because of how easy it used to be to use! Terrible integration.
Dabossvanessa
Week of April 14th, 2025
I loved Afterpay. It was really convenient when you are low on cash. I'm very upset that they took away Walmart and Sam’s. I used it when we were low on cash for grocery. I will still use but not as much. Will have to use Sezzle more now.
Aceaud
Week of April 14th, 2025
The app is great, support is par. But the 'gifts' you receive for paying on time are basically junk mail subscriptions. Just remove these 'gifts'; it is not a respectable approach to sell subscriptions.
CONTrollerCSGOPlz
Week of April 14th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
Ever since they integrated with Cash App, it freezes before trying to check out. When I was finally able to check out using Afterpay, I got a declined message that I’ve never had before. I have been a loyal Afterpay user because of how easy it used to be to use! Terrible integration.
Candice Wu
App Store
I loved Afterpay. It was really convenient when you are low on cash. I'm very upset that they took away Walmart and Sam’s. I used it when we were low on cash for grocery. I will still use but not as much. Will have to use Sezzle more now.
Kelly Williams
Google Play
The app is great, support is par. But the 'gifts' you receive for paying on time are basically junk mail subscriptions. Just remove these 'gifts'; it is not a respectable approach to sell subscriptions.
Koray Okumus
Google Play

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