For some types of business, we need to see how you manage risk in your own operations. The task in the MY.ZEN.COM portal tells you which of the items below we need.
How do you prevent fraud?
Describe how you prevent fraud, for example:
- Whether you use 3D Secure
- Your fraud rules
- How you review suspicious orders
How do you check your customers?
If you check your customers' age, identity, or eligibility, upload your policy. Show us how it works, for example, with a short demonstration.
How do you pay out money?
Describe how and to whom you pay out money, and how you make sure payouts go only to the right person.
How do you handle complaints?
Describe how customers can complain, and how you handle refunds and disputes.
What if other sellers use your platform?
If you run a marketplace or platform, describe how you:
- Check new sellers
- Block prohibited products
- Remove listings
What if you hold your customers' money?
If you hold your customers' money at any point, describe how and where you keep it.
Do you use a payment orchestration service?
If you do, tell us which one.
Not sure what to describe?
Ask us directly in the task in the MY.ZEN.COM portal. For other questions, contact ZEN.COM Support using one of the contact methods below.
Do you need help? We are always here for you:
- in ZEN.COM app support chat (open the link on your mobile device, estimated wait time will display when connecting to an agent). To ensure that you do not miss a response from a support agent, make sure that the ZEN.COM app is allowed to send push notifications on your mobile device.
- in ZEN.COM Help Center chat. Choose the button displayed in the bottom right corner of your screen when browsing our Help Center to start a chat.
- via email hello@zen.com (we usually respond within 24 hours). When you contact us via e-mail, please send your message from the email address linked to your ZEN account.