If you want to cancel a card payment or get a refund to your ZEN card, the next step depends on the payment status. This guide explains what you can do for pending and completed payments, how long refunds usually take, and what happens if your card is blocked or removed.
First, open the ZEN.COM app and look at the card transaction status. You’ll see either "Pending" or "Completed". Each status has different options.
If your card payment status is Pending
A pending payment has not been fully processed yet.
Only the store where you made the purchase can cancel a pending card payment. ZEN.COM cannot cancel it on your behalf.
What to expect next:
- Once the merchant cancels the payment, it usually takes 1 to 10 days for the amount to be released. You can see the status of the payment by checking your transaction history.
- If this time has passed, ask the seller for a printout from the payment terminal confirming the cancellation of the transaction. The document should include the authorization code. Send the photo of this document to our Support Team.
- If the merchant refuses to refund the transaction, wait for it to complete, and follow the steps below.
Good to know
If the merchant tells you the refund will happen automatically and cannot provide a printout from the terminal confirming the cancellation of the payment, it usually means they will not claim the money at all. In this case, the payment expires on its own, and the amount returns to your ZEN account within 10 to 31 days.
If your card payment status is Completed
A completed payment has already been settled.
Start by contacting the merchant directly. Without this step, ZEN.COM cannot submit a dispute to the card network.
If the merchant agrees to refund you
- The refund usually takes 1 to 10 days to process.
- Check your transaction history to see if a refund already arrived.
- If the time has passed, ask the merchant for the ARN (Acquirer Reference Number) so our team can track the refund.
If the merchant refuses to refund
You still have options, depending on your ZEN.COM subscription plan.
If you’re on the Good plan, you can report the transaction for a chargeback.
How to submit a chargeback request:
- Log in to the ZEN.COM app and open your transaction history.
- Find the completed card transaction you want to report.
- Tap “Get help”, then choose “Contact support”.
- Tell our chat agents that you want to report the transaction for a chargeback.
- Answer all questions about the transaction so we can help efficiently.
If you’re on one of the paid ZEN.COM subscription plans, you can report the transaction to ZEN Care Shopping Protection.
How to report a transaction with ZEN Care:
- Log in to the ZEN.COM app and open your transaction history.
- Find the completed card transaction you want to report.
- Tap “Get help”, then choose “ZEN Care”.
- Describe what happened and attach any documents that may help us review your case.
You’ll receive updates by email or through in-app notifications.
See also: