If you’ve returned your purchase but are still being charged, it’s usually because we’re waiting on confirmation from the merchant.
The retailer needs to approve the return and send confirmation to both you and us. They’ll only process the refund once they’re satisfied the return meets their returns and refunds policy. Until we receive that confirmation, we’re unable to update your Zip account.
This means our agreement with you - your instalment plan - must continue until the refund is confirmed. Once we receive the final confirmation from the merchant, we’ll process the refund for the amount agreed between you and the retailer.
We’ll email you as soon as the refund has been processed on our end.
If you’re having trouble resolving the return directly with the merchant, please get in touch with our team and let us know what’s happening. We’re here to help.