You play a critical role in preventing fraud and ensuring goods are delivered securely and correctly.
Fraud prevention responsibilities
Zopa Bank takes fraud prevention seriously and expects full cooperation from all partners.
You must:
- Cooperate in fraud investigations and provide all requested evidence promptly
- Support any additional checks introduced by Zopa Bank to mitigate fraud risk
- Ensure your processes do not enable fraudulent activity
Zopa Bank and its partners must never profit from fraud.
Delivery of goods
Strict delivery rules apply to all financed goods:
Goods must:
- Be delivered only to the address on the credit agreement or an approved address
- Never be left outside or in communal areas
- Be returned to the depot if delivery is unsuccessful, with re-delivery arranged
- Cross the threshold of the property
- Be installed on or within the property
You must not:
- Allow collection from stores, depots, or alternative locations
- Release goods to third parties (e.g. taxi drivers, couriers, or messengers)
You should:
- Deliver only to the named customer or a family member
- Take reasonable precautions to confirm the recipient’s identity
- Avoid delivery if the address appears uninhabited
Proof of delivery requirements
You must retain delivery records for at least 24 months and provide them within 14 days if requested. Failure to do so may result in a clawback of the loan amount.
Proof of delivery must include:
- Delivery company name
- Tracking number
- Delivery address
- Recipient name and signature
- Date and time of delivery
- GPS tracking and route
- Delivery driver name