I've returned my order to the merchant. Where is my refund?

If you’ve returned your order to the merchant and are expecting a refund, here’s what you need to know:

The Merchant Initiates the Refund

Zip is the payment processor, but only the merchant can approve and initiate your refund. Please contact the merchant directly regarding a return or refund.

Refund Processing Timeline

Once the merchant processes your refund and notifies Zip, we will update your payment plan accordingly. Refunds can take up to 13 days to process, but may be completed sooner. The exact timing depends on how quickly the merchant submits the refund and your financial institution's processing times.

How Refunds Apply to Your Payments

• Full Refunds:
  • If you have unpaid installments, they will be canceled.
  • If you have already made payments, the refunded amount will be returned to your original payment method.
• Partial Refunds:
  • The refund will first be applied to any remaining unpaid installments.
  • If the refund exceeds the balance of unpaid installments, the remaining amount will be returned to your original payment method.

Example:

You purchased an item for $200 and paid $50 at the time of purchase. If you return $175 worth of merchandise:

1. The merchant approves and processes the refund.
2. The merchant notifies Zip of the refund and Zip begins processing the refund.
3. Zip cancels your remaining three $50 installments (totaling $150).
4. The remaining $25 is refunded to your original payment method.

Need Help?

If the merchant has confirmed your refund, but you haven’t received it within 13 days, please reach out to Zip Support with proof of your return so we can assist you.