How does ZEN Care Shopping Protection work?

If you paid with a ZEN MasterCard® and something went wrong, for example, you're unable to reach the seller or get them to see the problem, ZEN Care is here to help you. 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. ZEN Support Team cannot cancel pending card transactions - if your payment status is showing as "Pending" in the ZEN app, only the merchant in which you made a purchase can cancel the payment. The refunds made by merchants are usually processed in up to 14 days. If this time has passed, please ask the merchant for the ARN (Acquirer Reference Number) to be able to track the refund process. Your card refund will be processed even if you restricted or blocked your ZEN Card in the meantime. If your card transaction status is already "Completed", you may also use the ZEN Care refund option in the ZEN app. You need to have an active Gold, Platinum, Smart, or Enterprise plan to be eligible for the ZEN Care Shopping Protection service.

How to get help with a purchase using ZEN Care Shopping Protection

Updated April 01, 2026 12:50

If something went wrong with a purchase you made with your ZEN Card and the seller isn’t responding, ZEN Care Shopping Protection can support you. It provides a simple way to request help with returns or refunds, so you don’t have to resolve the issue alone.

How to send a ZEN Care Shopping Protection 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 “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.

Things to remember

ZEN Care Shopping Protection applies to purchases paid directly with your ZEN Card, including payments made with Apple Pay, Google Pay, Xiaomi Pay, and Garmin Pay.
Payments made through intermediaries (for example, PayPal, Curve, and Buy Now Pay Later services) aren’t covered.
The number of ZEN Care Shopping Protection requests you can make depends on your plan. Check the pricing page for details.

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