If there’s a problem with a completed ZEN Card payment, you can contact us to dispute the transaction. After reviewing your case, ZEN.COM may initiate a chargeback on your behalf if the transaction is eligible.
A chargeback is a card network process that can help reverse a completed card payment in certain situations, such as:
- unauthorized transactions
- duplicate charges
- goods or services not received
- disputes with a merchant
Before you dispute a payment, try to resolve the issue directly with the merchant first. This is usually faster and may be required before a chargeback can be submitted. Keep evidence of your contact with the merchant, such as messages, emails, receipts, screenshots, or the merchant’s response, as it can help with your case.
All active ZEN.COM clients can dispute eligible completed ZEN Card transactions. Payments that are still pending or were rejected are not eligible for a chargeback.
How the dispute and chargeback process works
When you report a completed ZEN Card payment, ZEN.COM reviews the details you provide.
If the transaction is eligible, ZEN.COM may initiate a chargeback on your behalf. We then work with the merchant’s bank and the card network, such as Visa or Mastercard, to check whether the payment should be reversed.
How to dispute a ZEN Card payment
To report a completed card transaction:
- Log in to the ZEN.COM app and open your transaction history.
- Find the completed card transaction you want to report. Pending or rejected transactions cannot be disputed through the chargeback process.
- Tap “Get help”, then choose “Contact support”.
- Tell our Support Team that you want to dispute the transaction and request a chargeback review.
- Answer all questions about the transaction so we can review your case efficiently.
Chargeback time limits
In most cases, a chargeback can be submitted for transactions made within 120 days before the dispute is filed.
Depending on the type of transaction and the circumstances of the dispute, this time limit may be extended.
To avoid missing a possible deadline, contact us as soon as you notice an unauthorized payment or an issue with a purchase that the merchant doesn't help you with.
How long a chargeback can take
After a chargeback is submitted, the time needed to resolve the case can vary. It depends on the complexity of the case and the evidence provided by you, the merchant, and other parties involved.
In general:
- the initial review may take several days to a few weeks
- the merchant usually has a specific period to respond with supporting evidence
- complex disputes may require additional investigation and can take several months to resolve
- we may contact you for additional information or documents
Because of this, chargeback cases may stay open from a few weeks to several months before a final decision is made.
Possible outcomes
Payment reversed
If the evidence supports your claim, the chargeback is accepted, and the transaction is reversed.
Payment remains valid
If the evidence supports the merchant’s position, the chargeback is rejected, and the original transaction remains valid.
Additional review required
In some cases, more evidence or clarification is needed before a final decision can be made. This may extend the overall timeline.
Important things to know
- Chargebacks are governed by card network rules and requirements.
- Each case is assessed individually based on the available evidence.
- Resolution times can vary depending on the complexity of the dispute.
- Providing accurate and complete information can help with a timely review.
If you believe a transaction was made without your authorization, or there is an issue with a purchase, contact us as soon as possible to discuss the available options.