If you agree to refund a customer's order, you must submit the refund request to Zopa within 2 working days.
Once we've received your refund request, we'll process the refund back to the customer's original payment card within 5 working days.
This article explains your responsibilities, what your customer should expect, and where to get help if you experience any issues.
When a customer requests a refund
If a customer asks for a refund and you agree that they are 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 exact steps for submitting a refund depend on the platform or integration you use.
Need help?
Refer to your platform-specific Help Centre article for instructions on how to process a refund.
If you're unable to submit the refund, or you're experiencing technical issues with your platform, contact our Accounts team as soon as possible at refunds@dividebuy.co.uk.
What happens next?
Once we've received your refund request:
- We'll process the refund within 5 working days.
- The refund will be returned to the customer's original payment card.
You should let your customer know about this timescale when confirming that their refund has been approved, so they know when to expect their money.
If the customer hasn't received their refund
If more than 5 working days have passed since Zopa received the refund request and the customer has not received their funds, they should contact our Zopa Retail Finance Customer Support team.
Our team will investigate the refund and provide an update.
Your refund obligations
As a Zopa Retail Finance merchant, you're responsible for submitting approved refunds promptly.
Failure to submit an agreed refund within 2 working days may result in Zopa processing the refund directly to the customer and recovering the refunded amount from your merchant account.
Submitting refunds promptly helps ensure customers receive their funds without unnecessary delays and reduces the likelihood of complaints.
Platform-specific refund guidance
Each merchant platform and integration has its own refund process.
Before submitting a refund:
- Refer to your platform's Help Centre article for instructions.
- If you're unsure how to process a refund, contact refunds@dividebuy.co.uk before delaying the customer's refund.