How to Cancel Your Zip Order and Get a Refund

Zip (formerly QuadPay) is a “buy now, pay later” service that allows consumers to split purchases into manageable installments. As with any financial transaction, understanding the process for managing or cancelling orders is important. This guide provides clear information on how to navigate order cancellations and refunds when using Zip for your purchases.

Cancelling Before Your Order Ships

If you need to cancel an order placed using Zip before it has been shipped, the initial step involves communicating directly with the merchant. Retailers control their order fulfillment processes, including halting orders before shipment. Initiating cancellation through the merchant ensures the most efficient resolution.

Consult the merchant’s specific cancellation policy, typically available on their website or by contacting their customer service. This may involve locating a “cancel order” option within your online account dashboard or reaching out via phone or email. Prompt action after deciding to cancel significantly increases the likelihood of a successful pre-shipment cancellation, as merchants often process orders quickly.

Once the merchant confirms the order cancellation, they will notify Zip. Upon receiving this notification, Zip will automatically adjust your payment plan to reflect the cancellation. Your involvement with Zip at this stage is generally minimal, as the process is primarily driven by the communication between the merchant and Zip’s payment system.

Returning Items and Post-Shipment Cancellations

When a cancellation is not possible before an item ships, or if you decide to return a product after receiving it, the process transitions to a standard return procedure with the original merchant. This differs from a pre-shipment cancellation, as the physical goods must be handled according to the retailer’s policies.

Consult the merchant’s return policy, which outlines conditions such as the return window, required item condition, and any applicable return shipping labels or restocking fees. Initiating a return typically involves following the merchant’s specific instructions, which might include using an online return portal or contacting their customer service for a Return Merchandise Authorization (RMA) number.

After you send the item back and the merchant receives it, they will process the refund. The merchant will issue the refund directly to Zip, not to your personal bank account or credit card. Once the merchant confirms the return and processes the associated refund, Zip will handle the financial adjustments within your account.

How Refunds Affect Your Zip Account

Once the merchant processes a refund and notifies Zip, your Zip account will be adjusted to reflect the change in payment obligations. Zip typically processes refunds quickly upon receiving them from the merchant. If a full refund is issued, any future scheduled payments for that specific order will be cancelled. Any payments you have already made towards that purchase will also be refunded to your original payment method.

For partial refunds, the amount refunded will first be applied to your remaining unpaid installments, starting with the last installment and working backward. If the partial refund amount exceeds the total of your remaining payments, the excess amount will then be returned to your original payment method. For instance, if you paid $50 and a $25 partial refund is issued, Zip might cancel a future $25 payment. If the refund is $75, Zip might cancel future payments and refund some of the initial $50.

The timeline for a refund to reflect in your Zip account and then appear on your bank or credit card statement can vary, typically taking between 7 to 14 business days, though some refunds may process sooner. This timeframe depends on both the merchant’s processing speed and your financial institution’s procedures. Regularly check your Zip app for updates on the refund status. If the merchant has confirmed the refund but it has not appeared in your Zip account within the expected timeframe, contacting Zip’s customer support with proof of the merchant’s confirmation can help resolve any delays.