If you have returned a Zip order to a merchant, whether in-store or via shipping, the merchant is responsible for processing the return and notifying Zip of refund.The same is true for items that are out of stock or on backorder when a merchant has canceled or removed part of your order. When you shop with Zip, you should refer to the merchant’s specific return policies and you should first reach out to their support team for any questions regarding your refund. If you have tried to get in touch with a merchant regarding a return, and have not heard from them in over a week, please reach out to Zip Support, providing any supporting evidence for your return (return receipt/shipping label, picture of damaged goods, screenshot of merchant committing to refund the order, etc.).
I’ve Returned my Full Order
If you’ve returned your entire order, once the merchant issues your full refund Zip will send you an email notification stating it has been processed in our system. From this date, you should see refund amounts for the installments you’ve been charged reflected on your account statement within 5-10 days. Any unpaid installments will be credited, marking the order as “Paid Off”.
I’ve Returned Part of my Order
If you’ve returned part of your order, once the merchant issues your partial refund Zip will send you an email notification stating it has been processed in our system, at which point you can view your adjusted remaining installments in the Zip app. If the refund amount does not exceed the total of your remaining unpaid installments, it will apply as a credit equally to each remaining installment.
The Merchant Canceled All or Part of my Order
If part/all of your order is on backorder, and the merchant cancels items from your order and refunds them, the same process applies. Once the merchant issues your refund for your backorder items, Zip will send you an email notification stating it has been processed in our system, at which point you can view your adjusted remaining installments in the Zip app.
If the refunded amount exceeds the total of your remaining unpaid installments, your unpaid installments will be credited and marked as paid and the remaining refund amount will be issued as a refund to your original payment method, reflecting on your account statement within 5-10 days of Zip’s notification.