When you have returned your goods, we need the merchant to accept the refund, meaning they will need to send you and us a confirmation of the return. The merchant won’t refund Zip unless they are satisfied that the goods have been returned in a manner consistent with their returns and refunds policy, so we have to wait for this to happen before we can settle your account – otherwise Zip would be left carrying the cost of any disputed returns. We can’t control this, so we have to wait for the merchant to go through their proper process.
That means our agreement with you – your instalment plan – has to continue until we get final confirmation of a return or refund from the merchant; then our system processes your refund in the amount agreed between you and the merchant.
We will send you an email confirmation of the refund once it has been processed on our end. If you need help resolving a return dispute with a merchant because you’re unable to resolve the dispute directly with them, please get in touch with our team and let us know what’s happening.