If you agree to refund a customer's order, you must submit the refund request to Zopa Retail Finance within 2 working days.
Once we've received your request, we'll process the refund to the customer's original payment card within 5 working days.
This article explains your responsibilities, how refunds are processed, and what to do if you or your customer need further support.
When a customer requests a refund
If a customer requests a refund and you agree they're entitled to one, you must:
- Process the refund through your merchant platform.
- Submit the refund request to Zopa within 2 working days of agreeing to the refund.
The steps for submitting a refund will depend on your merchant platform or integration.
Need help submitting a refund?
Visit 'Check your platform' for platform-specific guidance.
If you're unable to submit a refund or are experiencing technical issues, contact our Refunds team as soon as possible at refunds@retailfinance.zopa.com.
How long does a refund take?
Once Zopa receives your refund request:
- We'll process the refund within 5 working days.
- The refund will be returned to the customer's original payment card.
When confirming a refund with your customer, let them know the expected timescale so they understand when to expect their money.
What if my customer hasn't received their refund?
If more than 5 working days have passed since Zopa received the refund request and your customer hasn't received their funds, they should contact the Zopa Retail Finance Customer Support team directly.
Our team will investigate the refund and provide an update.
What happens if I don't submit a refund within 2 working days?
As a Zopa Retail Finance merchant, you're responsible for submitting agreed refunds promptly.
If you don't submit a refund within 2 working days of agreeing to it, Zopa may process the refund directly to the customer and recover the refunded amount from your merchant account.
Submitting refunds on time helps customers receive their money without unnecessary delays and reduces the likelihood of complaints.
Where can I find refund instructions for my platform?
Each merchant platform or integration has its own refund process.
- Visit 'Check your platform'.
- Select your platform to find the relevant refund guidance.
If you're unsure how to submit a refund, contact refunds@retailfinance.zopa.com as soon as possible to avoid unnecessary delays.
Need more help?
For help with submitting refunds or resolving merchant refund issues, contact our Refunds team at refunds@retailfinance.zopa.com.