If you have returned a Zip order to a merchant, whether in-store or via shipping, in order for your order to be refunded the merchant must confirm that they have issued the refund from their system. As soon as Zip receives a refund from a merchant, our system issues it to you. Zip cannot issue a refund for an order that the merchant has not refunded.
As an installment provider, Zip does not have its own refund policies, which means that when you shop with a merchant you should refer to their specific refund policy. If you have not yet received confirmation from the merchant that they have refunded your order, please attempt to reach out to their support team to resolve your issue.
Note: 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.).