Customer Support FAQ

For help with the Zip App, read here

Zip is readily available to help customers with Zip payments. However, Zip is unable to help customers with issues related to delivery, returns, refunds, and cancellations.

How can a customer contact Zip ?

If a customer has an issue with their payment (for example, they’re not going to be able to make a payment on time or their card was stolen) direct them to [email protected]

Customers will receive an acknowledgment immediately and a response within 24 hours.

Customers can also check on their order by logging into their account at:

Finally, customers can learn more about Zip by reading Zip's FAQs

What is Zip?

Zip's payment platform gives shoppers the choice to pay for their purchases via 4 simple installments. Zip is a platform built for shoppers, that empowers them to buy now, pay over time.

What does it cost a customer to use Zip?

If a customer pays on time, there is never a cost to using Zip. Some merchants may choose to charge a fee to pay over time.

Are there late fees?

List of fees we charge can be found here

Is there a hard credit check?

No. Zip never performs a hard credit check on a customer and there is no impact on a customer’s credit rating by using Zip.

How do refunds to the customer work?

As soon as the merchant approves and processes a refund for a customer that has checked out with Zip, the refund is immediately processed by Zip.

If the refund is in full, the customer will have any funds paid to-date refunded immediately to their card and all future installments will be cancelled.

If the refund is partial, the refund amount will be applied to the total purchase amount, starting with the last installment.

For example, if a purchase was for $100 (4 x $25 installments) and a partial refund of $25 was issued by the merchant, Zip would cancel the 4th installment. If a refund of $50 was applied, Zip would cancel the 4th and 3rd installments.

What payment types are accepted?

Zip accepts all U.S. credit and debit cards (including American Express and Discover).

However, Zip cannot accept credit or debit cards from overseas or pre-paid debit cards.

Who can use Zip?

In order to have an account with Zip, you must:
Live in the U.S.
Be at least 18 years old
Have a valid and verifiable mobile number
Use a U.S. credit or debit card to make a purchase

What should we tell a customer who has not been approved with Zip?

Zip assesses multiple information points about customers and their purchases to algorithmically determine customers' eligibility to use their service. Zip undertakes this assessment independently of their retail partners.
If you have any questions about Zip's assessment criteria, please reach out [email protected] directly."

Where can a customer review their order?

Customers can login to the customer portal to review their order, update their payment details and make additional payments here:

Can customers change a payment date?

Customers can request to move a payment date in the Zip app or by contacting [email protected]. Please note, it can take 24-48 hours for the update to be reflected.

Is there a limit to how much a customer can spend on Zip?

Zip does not approve every order. Zip's automated system takes into account various factors to determine whether customers are approved and what spend limit we can provide customers with.

Zip will charge the customer 25% of the purchase amount at the time of the transaction. If the customer doesn't have this amount available, the order will not go through.

If a customer is a repeat purchaser and has made all prior repayments on time, there is a good chance they will receive a higher limit than somebody who is a new customer.

If a customer has multiple orders that are not fully paid off with Zip, it can help to pay off orders in advance. This can sometimes increase the amount the customer can spend.

Zip also looks at the total value of orders and can deny transactions if they exceed certain limits.

Why has a customer’s card been charged multiple times?

This is typically because the wrong zip code has been entered. When this occurs, the customer’s bank may hold the funds as pending temporarily. Importantly, in this instance, the customer hasn’t been charged and this will be reversed shortly.

If the issue persists, please have the customer contact their bank in the first instance and if they confirm a charge has been made, please contact [email protected].

A customer wants to know when the next payment is due?

Customers can view or make a manual payment in the customer portal: or in the Zip app. Customers can also pay the purchase in full early.

How does Zip handle when a customer returns an item purchased with Zip?

As soon as Zip is notified of the return from the merchant, the customer will be refunded.

How can customers update their payment details?
Customers can update their payment information in the Customer Portal or the Zip app.

What information does Zip need from a customer?

For initial sign up we only need your date of birth, mobile number, and either a debit or credit card. After that we only need you to enter your mobile number to make a purchase through Zip. Zip is completely secure.