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Cancel or refund a card payment

Karrie (ZEN Customer Care)
Updated

Question

Can I get a refund of a payment to my ZEN Card or cancel my card transaction? How long does the refund of card payment take? Will my refund reach my account if I remove my card?

Answer

You may get a payment refunds to ZEN Card from merchants. The fastest way of getting a refund is to contact the seller or store directly. Please choose the status of your card payment in the ZEN app to see possible options:

If your payment status is "Pending"

Unfortunately, only the merchant in which you made a purchase can cancel the pending payment on your card. Once the merchant cancels the payment, it usually takes from 1 to 10 days to process it. If this time has passed, please ask the merchant for the ARN (Acquirer Reference Number) to be able to track the refund process.

Please note that if the merchant informed you that they will refund the amount automatically (and cannot provide the ARN), it means that they will not claim the funds. In such cases, it may take from 10 to 31 calendar days for the card transaction to automatically expire and be returned to your ZEN account balance.

If your payment status is "Completed"

If your card transaction status is already "Completed", and you would like to receive a refund, you should contact the merchant first. In case the merchant does not agree for a refund, you may count on our help:

  • If you have an active Free plan, you may report the transaction for a chargeback. To submit a chargeback request:
    1. Log in to ZEN app.
    2. Go to the Wallet page (center screen), and swipe the screen from bottom to top to open the transaction history.
    3. Find the card transaction you are having issues with, tap "Get Help" and then select "Contact support".
    4. Inform our agents on chat that you would like to report the transaction for chargeback.
  • If you have an active Gold, Platinum, Smart, or Enterprise plan, you may use the ZEN Care Shopping Protection in the ZEN app. To report a transaction to our ZEN Care Shopping Protection service:
    1. Log in to ZEN app
    2. Go to the Wallet page (center screen), and swipe the screen from bottom to top to open the transaction history.
    3. Find the card transaction you are having issues with, tap "Get Help" and then select "ZEN Care".
    4. Pick one of the reasons why you want to get a refund.
    5. Provide additional details and attachments in the form. Then, send the form.
    6. Done! You will receive an email confirming we received your report.

Your card refunds will be processed even if you removed or blocked your ZEN Card in the meantime.

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