All Collections
How do I resolve a purchase dispute?
How do I resolve a purchase dispute?

Got a problem with a purchase? Find more about opening a dispute with Zilch

Updated over a week ago

Zilch is here to make bigger payments easy. When you want to split the cost of a pricier purchase, we pay the money to the retailer upfront. As the payment facilitator, we can’t be held responsible for the end supply of your goods or services but there are ways we can help if things don’t go to plan.

When can I open a purchase dispute?

If you’re not satisfied with your order, you should contact the retailer first. If that doesn’t work, we’re on hand and you have 120 days from the date of purchase to open a payment dispute via Zilch.

To get the process started, your complaint should fall into one of the categories below:

  • You didn’t receive an item you ordered

  • Your item arrived damaged or faulty

  • You’ve received a counterfeit item

  • You’ve been charged incorrectly by the retailer

  • You’ve been charged for a cancelled subscription

How can I open a purchase dispute?

Simply contact Customer Support to get the ball rolling. These tips will help make the process easier…

Contact the retailer first

It’s often faster and easier to contact the retailer directly when it comes to ironing out problems. If that doesn’t work, Zilch can step in.

Keep the receipts

It’s a good idea to save any emails or messages you might have had from the retailer. This will help support your claim once it comes to us. Failing this, we’ll ask you to write a detailed description of what’s gone wrong.

What happens after I’ve opened a purchase dispute?

Once you’ve opened your purchase dispute with Zilch and sent us your evidence, we’ll give the retailer a chance to respond with evidence of their own. We might then get in touch with you for further information if we think it’s needed.

How long will my purchase dispute take to investigate?

We get that when it comes to your money, waiting on an answer is frustrating, so we aim to investigate disputes as quickly as possible. We’ll always try to answer your claim within 45 days, however, during busier times it may take up to 120 days.

What happens to my payments during a dispute?

Unfortunately, we don’t have the option to pause your payment plan whilst we’re investigating your claim. So you don’t fall behind on payments, we recommend you keep paying as scheduled in your Zilch app. Don’t worry, if you win the claim, you’ll be refunded every penny as well as any fees you’ve paid.

Did this answer your question?