Consumer complaint received 2026-04-20 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with additional add-on products or services — 
Company: Sezzle Inc.
State: MS

Complaint narrative:
I used Sezzle to purchase a custom product from a third-party seller on XXXX. The terms, specifications, and design of the product were clearly agreed upon through direct communication in chat with the seller prior to purchase. My decision to proceed with the order was based entirely on what was agreed to in those messages. After the order was placed, the product I received or was shown during production did not match what was agreed upon in our chat. The differences were material and clearly deviated from the confirmed specifications. I contacted the seller immediately to address the issue. During this communication, the seller acknowledged that a mistake had been made regarding my order. Based on this, I formally requested a refund and cancellation of the order. Despite this request, the seller continued production of the item without my authorization or consent, and I did not approve any continuation after requesting a refund. Because the issue was not resolved directly with the seller, I initiated a dispute through XXXX under their XXXX XXXX program. This program is intended to protect buyers when products are not as described or when agreements are not honored. As part of that dispute, I submitted : * Chat records showing the original agreed-upon design and specifications * Side-by-side comparisons demonstrating how the product differed * Messages from the seller admitting the error * Proof of my refund and cancellation request Despite the seller acknowledging their mistake, the issue was not resolved satisfactorily. I then escalated the matter by filing a dispute through Sezzle. As part of this dispute, I again provided comprehensive documentation, including : * The original chat agreement * Visual comparisons * Seller admission of fault * Proof of refund request * Evidence showing continued production without consent Despite this, Sezzle denied my dispute without providing a clear or detailed explanation of how my evidence failed to meet their standards. Following the denial, I requested escalation to management and asked for clarification on : * The policies used to evaluate item not as described disputes * The evidentiary standards applied * Why documented agreements and seller admissions were insufficient * The process followed when a merchant is uncooperative * Acceptable alternative documentation I also requested a copy of my dispute file and the identity of the management-level reviewer. However, I did not receive clear or meaningful responses. Sezzle has not demonstrated how my evidence was evaluated or why it was considered insufficient. This situation raises serious concerns about : * The failure to honor documented agreements made in chat * The handling of disputes where the seller admits fault * The lack of accountability when a seller continues production without consent * The effectiveness of XXXX XXXX XXXX protections * The lack of transparency in Sezzles dispute resolution process Due to the lack of resolution and transparency across both platforms, I am requesting : * A full refund for the transaction * A clear explanation of how my dispute was evaluated and denied * A complete copy of my dispute file

Company response to consumer: Closed with explanation