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 issue the refund from their system to Zip’s. The same is true for items that are out of stock or on backorder, which a merchant has cancelled or removed from your order.
As soon as Zip receives a refund from a merchant, our system issues it to you and sends you an email notification. However, Zip cannot issue a refund for an order in which a merchant has not issued a refund for (partial or full). When you shop with Zip, you should refer to merchants’ specific refund policies. 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.
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”.
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.
If the refunded amount does exceed 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 cash refund, reflecting on your account statement within 5-10 days of Zip’s notification.
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 refund amount does not exceed the total of your remaining unpaid installments, it will apply as a credit equally to each remaining installment.
If the refunded amount does exceed 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 cash refund, reflecting on your account statement within 5-10 days of Zip’s notification.
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.).