Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 30, 2025, I made a purchase through a Zip virtual card in the amount of $270.83. The item I received was significantly not as described, and per Zips Buyer Protection Policy, I should be entitled to dispute the transaction and request support recovering funds from the merchant.I contacted Zip customer service on 07/7/2025 and explained the issue in full detail. Despite the policy they advertise, two separate representatives refused to review or escalate my claim. One of them even hung up on me mid-sentence during our conversation. I found this not only unhelpful but extremely unprofessional and dismissive. I am requesting Zip to: Review my dispute in accordance with their published Buyer Protection terms. Investigate the merchant issue I reported. Provide clear communication and resolution or refund for the product that was not as described.Their unwillingness to assist and poor handling of my case goes against the policy they advertise to customers. I believe ********************** is misleading customers about their protection services and mishandling complaints in bad faith

  Business Response

  Date: 07/24/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.  
  On July 7th, the customer contacted us regarding Order #************* placed with Luvme Hair, stating that an incorrect item was received. They advised that they had reached out to the merchant, but were not satisfied with the resolution offered, as the merchant only proposed a partial refund rather than a full refund. The ***** explained that Zip must follow the outcome provided by the merchant and does not have the authority to override their decision. Unfortunately, the call was disconnected before the conversation could be completed.  
  The customer then called back and spoke with another *****, who reiterated that any refund must come directly from the merchant and confirmed that the merchant was still responsive. The ***** advised that if the merchant becomes unresponsive, the customer could provide documentation of their communication for Zip to review. The customer requested to speak with a supervisor, and the ***** confirmed the matter would be escalated, with follow-up to occur via email.  
  Zip sincerely apologizes for the frustration and inconvenience the customer has experienced throughout this process. We can confirm that the first ***** the customer spoke with has since been coached to ensure their level of customer service aligns with the standard we strive to uphold. As Zip is solely the payment processor, we rely on the merchant to issue the refund back to us in order for it to be applied to your order. We can confirm the order received a full refund on July 10th, which fully reduced the balance for Installments 2 through 8 and refunded the 1st installment of $33.85 to the customer's card ending in *****  
  Zip would also like to confirm that Zip US neither offers nor advertises a buyer protection program. If customers identify an error within their statement, customers can submit a dispute using the following link: ******************************************************************* this information can also be found in their periodic statements.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 
  

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It came to my attention that the Buy Now, Pay ************* Zip had MY phone number attached to someone else's personal information, even though I habe had this phone number for upwards of two years. The company refused to remove the account and even asked for me to submit my PERSONAL INFORMATION to change the NAME on the account which I have never had with Zip. Very dangerous and odd customer service.

  Business Response

  Date: 07/24/2025

  Zip has received this consumer complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.   
  On June 12th, the individual contacted us to advise that their phone number, which they have had for approximately two years, is currently associated with another Zip account. The individual confirmed they do not have a Zip account and do not require one. They requested that the number be removed so the individual who does own the account can update their details. At that time, the matter was escalated for further review.  
  On July 2nd, an agent followed up and requested proof of ownership for the phone number, asking the individual to provide a copy of their phone bill.  
  On July 6th, the individual reached out again to reiterate that they have never opened a Zip account but that their phone number is being used on one. They asked for guidance on how to resolve this situation.  
  We apologize for your experience when attempting to sign up for a Zip account. Upon receipt of this complaint, we blocked any further access to the account.  
  We continually assess our security practices to confirm they remain up-to-date. As such, we value your feedback and have escalated your concerns to our product and security teams to address and prevent further complaints of this kind.    
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter.  

  Customer Answer

  Date: 08/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I never attempted to sign up for a Zip account (as of yet).

  I have experienced severe theft, including document theft and tax records, so I have researched my number to ensure no one else is using my personal information.

  Considering that just a year or so ago I checked this exact same phone number and there was no Zip account created, yet over a year later there was an account opened using this number when a text message is required to open it is quite concerning.

  I may be interested in using Zip using THIS, my phone number, so I would like that possible option but would like to know why this has occurred since this has also happened with Klarna, etc.

  Thank you!

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** *******
  
  
  
  
   
  

• Initial Complaint

  Date:07/05/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a Zip customer who raised a fraud dispute for a charge I did not recognize in May. After realizing the charge may have been linked to someone I allowed into my home, I agreed to pay it and emailed Zip multiple times requesting my account be reinstated. I also called Zip twice, and both times was told the case was escalated and that Id receive a response in 2448 hours. Ive received no reply, despite following up and even manually paying the ************** account remains locked, and I am unable to use Zip despite showing good faith and resolving the payment. I am being punished for reporting a charge I initially did not recognize something Zip encourages users to do. Im requesting that my account be fully reinstated and that Zip respond to this issue immediately.The charge in question was purchased in 8 installments every 2 weeks over a 16 week period. The total is for $356.00. This charge was unauthorized but since it was placed by someone I allowed to stay with me I will continue to pay it, I do want my account reinstated as they told me they were only suspending it for the investigation.

  Business Response

  Date: 07/17/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.  
  The customer initially reached out on May 29th, May 30th, and June 7th regarding a recurring charge from May that they did not recognize. The customer suspected it may be connected to a broader issue they were dealing with in regards to their financial accounts. The customer formally disputed the charge, stating it was unauthorized.  
  On June 15th, an agent advised that the claim had been reviewed and, based on the evidence collected, it appeared that someone in the customer's household or a known acquaintance had used their information. The claim was denied, and a refund could not be issued. The customer expressed frustration, clarifying that they believed their neighbor, who is not a relative, was responsible, and requested further explanation on how the conclusion of familial misuse was reached. They also stated that if they were being held responsible for the charge, they should receive the gift card purchased and inquired about the implications of disputing the charge with their bank. The customer maintained that they neither authorized nor received the order and stated that, unless Zip could provide concrete evidence linking them to the purchase, they would proceed with complaints to the BBB and CFPB.  
  On June 16th, an agent escalated the matter to the leadership team for further review and placed a temporary hold on the account to prevent any additional potential fraudulent activity. By June 18th, an agent reached out to communicate the Fraud Leadership Team concluded their review of the disputed May 11th charge for CS *ATHLETA GC and found no signs of unauthorized access or fraud. However, they acknowledged the seriousness of the customers concerns and offered to reopen the case upon receipt of a police report or formal identity theft report, any supporting documentation from related incidents, and additional details on how the account may have been compromised.  
  On June 23rd, the customer provided an update stating that one of their friends had made the unauthorized purchase. The customer confirmed they did not give permission for the transaction and considered it fraudulent. They requested the account be reinstated and indicated they would pay for the charge as it was placed by a friend of theirs. They followed up again on June 27th and July 1st with the same request.  
  On July 10th, the customer called in to check on the status of their account access, and the agent confirmed that the matter was still under review and would be escalated. On July 15th, an agent confirmed that the fraud claim had been officially closed and the hold on the account was lifted.  
  We sincerely apologize for the frustration the customer experienced while resolving this matter. We understand their concerns and appreciate their patience as we worked to ensure the security of their account. We can confirm that the block on the account has been fully removed, as the customer has retracted the unauthorized activity claim. In any instance of suspected unauthorized use, Zip recommends customers take precautionary steps to secure their account, such as updating the email address associated with their Zip account and changing the password for the linked email account.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started getting emails from this company on June 1, 2025. Prior to this email had never heard of this company. The emails were stating that Ihad set up a payment plan for a specific event for a coordination that I have no knowledge of. I continue to get emails through the monthof June. However, they went to my spam so I never saw them and had no knowledge of this account being made in my name. I havenever made an account with this company nor have I ever used it to pay for anything online. I continuously get emails saying I will becharged and days later. Email saying the payment has failed and I need to update my payment method. I do not have an account. I did notauthorize or pay for any transactions having to do with this event or any other event with this company. Ive reached out to the company at least 10 times and been told that it is being escalated. However, I have not heard back. I need my email and personal information completely wiped off of this account as it is not my account and I will not be paying any charges associated with any transactions being made with this account as it was not authorized by myself. I even went as far as to try to log into the account to see what was going on. The phone number associated with the is not mine and has nothing to do with any of my phone numbers. The only information on the account that is mine is the name and apparently birthday as I called **************** and she said that my correct birthday is on the account. I suspect this is some kind of identity fraud, but whatever the case I needed to be corrected and I have waited over a month for a resolution with no response.

  Business Response

  Date: 07/16/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.  
  On June 15th, the customer initially reached out to advise they do not have a Zip account but had been receiving emails about being charged. They followed up again on June 18th, reiterating they do not have an account and were receiving messages about owing money. The matter was escalated to our internal team for fraud review.  
  On June 22nd, the customer contacted us again requesting the removal of their information, stating that the email address associated with the account was not theirs. In response, on June 24th, an agent sent a verification link to update the email address. However, the customer confirmed that they had never opened a Zip account, and the issue was escalated again. A block was also placed on the account.  
  The customer called on June 29th, explaining that the account in question did not belong to them, they had never used Zip, and that while the name and date of birth matched their own, the phone number on file did not. The agent confirmed the issue has been escalated for resolution.  
  On July 3rd, an agent requested a copy of the customers phone bill showing their name, address, and phone number to help with verification, while advising a temporary hold had been placed on the account to prevent any further activity. The customer questioned the need for this information. On July 7th, the agent explained that any additional documentation would assist with the investigation and inquired whether anyone known to the customer could have used their information. The customer confirmed that no one they know created the account and provided a copy of their phone bill.  
  On July 8th, the agent requested a copy of a police report or an identity theft report from the ***. The customer responded by asking for a status update. On July 9th, the agent reiterated the request for documentation related to identity theft.  
  On July 12th, the customer advised that the issue remained unresolved; they continued to receive emails, and they wanted them to stop. They confirmed that they had frozen their credit, added fraud alerts, and provided a screenshot of their credit reports along with a copy of the *** identity theft report.  
  On July 15th an agent confirmed that the matter had been fully resolved. The fraudulent account was blocked and disabled, and the unauthorized loan associated with the account was refunded and closed. We understand the individual's frustration and appreciate their patience as we worked to ensure their details are secure.     
  Zip has communicated the above information to the complainant directly, via email. We trust this response explains and resolves this matter.  
  

  Customer Answer

  Date: 07/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** *****
  
  
  
   
  
  

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zip has failed to reply to my ticket and emails about this transaction. When I submitted the ticket to dispute the charge, the automated response from Zip stated they would respond in 15days. Ive emailed them twice to get an update and they are completely ignoring me.a

  Business Response

  Date: 07/15/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue. 
  
  The customer first reached out on June 2nd regarding a Fashion Nova order that was delivered to the wrong address and subsequently returned to the sender. The customer provided three screenshots of their correspondence with Fashion Nova, in which the merchant stated the issue would be escalated for review. On June 16th, the customer followed up to request an update, noting that ************ had acknowledged the delivery error but had yet to offer a resolution. The customer contacted us again on June 30th, expressing frustration over the lack of response from both Fashion Nova and Zip, and indicated they would be filing a complaint with the Better Business Bureau.  
  
  On July 1st, the customer called in for another update. The agent advised that the customer would need to continue working with the merchant, as ************ had responded and their refund process must be followed. The customer explained that she had already done so without receiving a response and provided screenshots of her most recent outreach on June 24th. The agent confirmed the matter would be escalated to our internal team for further review.  
  
  On July 6th, an agent responded to the ticket and reiterated that shipping concerns and refunds must be handled directly with the merchant, advising the customer once again to follow up with Fashion Nova. On July 12th, the customer emailed to express that the merchant has not responded to any of her messages since May 27th. She included screenshots of all her outreach attempts to demonstrate her ongoing efforts to resolve the matter.  
  
  Zip sincerely apologizes for the extended delay between responses, as this does not reflect the standard of customer service we strive to uphold. We understand how frustrating and inconvenient this experience has been, and we regret any additional stress caused by the lack of timely updates. As Zip is solely the payment processor, any questions or concerns related to shipping or the status of a refund must be addressed directly with the merchant. Zip relies on the merchant to initiate the refund before it can be automatically processed back to the customer. We can confirm that the full order refund was received on July 12th and has been returned to the customers card ending in *****  
  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:06/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This problem has occurred twice now with zip pay. Fraudulent orders and charges with evidence has been brought to zip pays attention. The internal team issues conflicting responses , and when confronted with evidence you are accused as if you committed fraud. I provided evidence for 2 fraudulent orders that zip is making me pay when reported on time.( few days after initial charge . ) but they are drawing out the process even though all evidence is provided to ensure I make all payments on a fraud order to then deny me.

  Business Response

  Date: 07/11/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.  
  The customer initially contacted us on June 5th to report that two orders, ************* and *************, were fraudulent and requested that the payments be canceled. The customer indicated that they had attempted to reach the merchant, but their emails bounced back. The customer provided screenshots showing the email delivery failures and the time stamps of their attempts. They also stated that they contacted **** and **** who confirmed the packages were delivered to nearby locations within the same zip code but not their address, and that they were signed for by someone other than herself. The agent escalated the matter to our internal team and extended the next payments by seven days.  
  On June 10th, the customer followed up, stating that the merchant had processed a false order after they had only inquired about a product. The customer shared screenshots of their email communications requesting tracking details and product delivery updates, as well as screenshots of the items ordered. They also mentioned receiving a delivery notice from the post office, but nothing was there when they went to retrieve the items.  
  On June 20th, the customer called to request an update on the refund process. The agent confirmed the matter had been escalated and the customer would need to await further information from the internal team.  
  On June 22nd, an agent reached out to confirm whether the issue involved a scam merchant or unauthorized orders, and advised that a temporary hold had been placed on the account pending investigation. The customer confirmed the specific orders in question.  
  On June 24th, the agent reached out and stated the customer had previously reported another order (*************) as fraudulent and received a full refund. However, the agent advised that a refund would not be issued for the two current orders. The customer would need to work directly with the merchant to resolve the matter, and the balances would remain due. The customer expressed that they consider this a fraud case and stated that both *** and **** had confirmed delivery to the wrong address. The customer expressed frustration, noting that other platforms had acknowledged the incident as theft and resolved it accordingly, and felt it was unfair that Zip was not providing the same support due to her previous report.  
  On June 27th, the customer requested a call from a supervisor regarding this matter.  
  On July 8th, the customer called again to follow up, and the agent reiterated the information provided on June 24th, that a refund would not be issued for these orders.  
  Zip sincerely apologizes for the frustration the customer has experienced regarding this matter. We can confirm that a one-time courtesy exception was previously granted for Order #************* *fter the customer reported it as a fraudulent purchase. In reviewing the current orders, ************* and *************, Zip has carefully assessed the documentation provided, including screenshots of the items ordered, shipment tracking details, and the customers attempts to contact the merchant, and has determined that these transactions do not meet the criteria for fraud.  
  If the packages remain undelivered, we recommend continuing to follow up directly with the merchant or store to inquire about their refund or replacement policy. As the provider of the installment payment plan, Zip is only able to process a refund once the customer has initiated a return with the merchant in accordance with their policy and the refund has been successfully issued back to the Zip virtual card.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

  Customer Answer

  Date: 07/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I spoke to the business almost every day, most of the time agents wouldnt respond, others would drop the call or  speak to me in a manner that would I imply I was lying about the fraud. The business was also made aware of and sent screen shots that the merchant  deactivated the website. They didnt record that I was told to contact my bank and credit cards used on the zip platform to resolve issue as zip only issues one refund at their discretion and it is listed on the website ( which it is not, and nobody discloses it to you until you jump through hoops and they criminalize you)

  I was told that I need to pay $266 to zip, even though this was fraudulent charge, and that I could contact my cards but still have to pay zip. People were rude on the phone and often dismissive online using their customer service chat.

  Even if I notify my bank and cards regarding the charge, zip is still charging me. Even if I am refunded by my card,zip will still deny the request to the bank and charge. This is how Zip is duping clients of money . Please note I sent a direct message to the business chat on their social media platform page, and they were responsive , until they found out about the case and stopped responding. 
  I also called and asked for a supervisor and was told I may or may not get a call back and if I do it will take a long time we dont know when managers will be on and it wont change nothing you have to pay

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** *******
  
  
  
  
   
  

• Initial Complaint

  Date:06/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 23rd, I made a purchase at Neiman ****** totaling $695.63.The total charged by ****** ****** does not match the amount on my Zip card simply because I utilized two different payment methods:$489.53 was paid using a different payment method,while $206.10 was paid using the tap-to-pay feature on my Apple device.******************* issued a refund through a single transaction to my Zip card.I reached out to Zip's customer service on four separate occasions to seek clarification on why I only received $206.10 back. A representative confirmed that the refund from Neiman ****** was processed on February 23rd, and I was informed that I would receive a paper check in the mail since the refund amount exceeded what I had paid using Zip. Thirty days later, I called to inquire about the status of the refund and was told that my issue was being escalated. Now, five months have passed, and I still have not received a resolution regarding the $489.53 that is owed to me. The funds do not belong to Zip. I visited ****** ****** , and they provided me with a copy of the transaction showing that the funds were successfully refunded to Zip. So many months have gone by, and I havent heard a peep from Zip. How can they keep my money?

  Business Response

  Date: 07/09/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.
  
  The customer initially reached out on February 18th, inquiring about a refund they believed would exceed the original purchase amount and requested clarification on how the excess would be handled. The agent explained that any refund received by Zip would be returned to the original card used for the purchase.  
  
  On March 10th, the customer called in after receiving a refund of $695.63 from ****** ****** and expressed concern that they had not received the full amount. The refund exceeded the Zip loan of $206.10, and the customer provided screenshots confirming the $695.63 refund was sent to the **** card ending in 6362. The agent escalated the case to the internal team for further review. The customer followed up on March 11th, providing a receipt from the merchant to support their claim.  
  
  On March 17th, the customer contacted us again to check on the status of the refund. The agent advised that $206.10 had been applied to the Zip order, and the remaining balance of $489.53 would be issued via check. The customers mailing address was confirmed at that time.  
  
  On April 2nd, the customer sent a message and called in to check the status of the refund check. The agent confirmed that the check had not yet been issued, reconfirmed the mailing address, and escalated the matter for further review.  
  
  The customer reached out again on June 26th to advise that the refund check for $489.53 had still not been received. On June 30th, an agent clarified that instead of a check, the total refund amount of $489.53 had been issued to the card ending in ****. The refunds were applied on June 30th across the following orders: 
  
  Order #************* ******* ******** ******* 
  Order #************* *********** ******** ******* 
  Order #************* ****** ******* ****** 
  Order #************* ******** ******** ***** *** ****** 
  Order #************* ***** ******* ***** ******* ******  
  Zip sincerely apologizes for the inconvenience and frustration the customer has experienced. We understand how important it is for refunds to be processed in a timely and transparent manner, and we regret that this has not been the case here. We recognize that the delay and confusion surrounding this matter did not reflect the high standard of service we aim to deliver. Thank you for the customer's patience while this was resolved. We do confirm the following refunds were processed on June 30th to the card ending in ****.  
  
  Order # ************* *** ******** ******* 
  Order # ************* *** ******** ******* 
  Order # ************* *** ******** ****** 
  Order # ************* *** ******** ****** 
  Order # ************* *** ********  ******   
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:06/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ZIP Co confirmed on April 15, 2025, that I would receive a refund of $87.82. After repeated back-and-forth and escalation, a manager agreed to issue a check refund. It has now been over 30 days and I still have not received the check.Throughout this process, Ive faced inconsistent support, reversal of the original refund, and a lack of accountability. I have recorded calls and screenshots proving my efforts, including ZIP support refusing to provide supervisor contacts and failing to follow through on ************** this point, I am requesting immediate payment of $87.82, as originally agreed, and a reasonable compensation for the inconvenience and excessive delay.ZIP has failed to meet basic refund expectations and continues to delay without proper explanation or delivery.

  Business Response

  Date: 07/11/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.  
  
  On April 20th, the customer contacted us regarding a refund for Order #*************, which had been issued to a bank account they no longer use. The agent explained that a payment of $37.53 for this order had been disputed on May 18th, 2024, and the bank had ruled in the customer's favor, meaning the funds would be issued to the customer by their bank. The customer expressed that the refund should have been approximately $80, but the agent clarified that the disputed amount was $37.53. No further response was received from the customer.  
  
  On April 21st, the customer reached out again requesting that the refund be sent to a different card, noting that the original account was closed and their bank had stated the funds were returned to Zip. The agent advised that the customer would need to follow up directly with the bank and provided the *** for the refund issued.  
  
  On April 23rd, the customer followed up requesting proof that the funds had not been returned to Zip. The customer also stated the refund should have gone to the card ending in ****. The agent confirmed the refund had been successfully sent to the card ending in **** and again provided the *** number for the customer to present to their bank.  
  
  On April 25th, the customer stated their bank had confirmed that the refund issued on April 15th was returned to Zip due to the account being closed. The agent asked the customer to provide documentation from the bank and shared the email for our support team when a supervisor was requested. Later that day, the customer called in and shared a screenshot of a previous conversation. The agent explained that multiple cards were used for the order, installments 2 and 3 were paid using the card ending in ****, while installment 4 was paid with the card ending in ****. The customer advised that both banks had confirmed the funds were returned to Zip. A supervisor was requested, the agent submitted an escalation, and the customer was advised they would receive a follow-up by email.  
  
  The customer later that day emailed to express they had not heard from a supervisor and indicated they would be including this issue in a complaint to the BBB and CFPB.  
  
  On April 26th, the customer followed up again regarding the $87.82 refund and included a copy of the email they had received from Zip on April 15th confirming the refund. They requested that the refund be reissued immediately. On May 3rd, the customer stated formal complaints had been filed with the BBB and CFPB and requested an additional $150 for the time spent resolving the issue.  
  
  On May 7th, an agent confirmed that the matter was under review and that the team would reach out shortly. On May 16th, the agent followed up to confirm that a check for $87.82 could be issued and requested the customers mailing address. The customer confirmed their information on May 20th, and the refund request was submitted to our internal team.  
  
  On June 24th, the customer reached out again to report that it had been over 30 days and they had not yet received the check. On June 25th, an agent confirmed the issue was being looked into.   
  
  On July 1st, an agent confirmed that the check had been mailed and showed a delivery *** of June 23rd, 2025, also verifying the address it had been sent to. The customer then requested proof of delivery.  
  
  On July 8th, the agent provided the delivery confirmation for the original check. The customer requested a new check, the agent advised that Zip will place a stop payment on the original and issue a new check in the amount of $87.82.  
  
  Zip sincerely apologizes for the frustration the customer has experienced regarding this matter. We can confirm that Order #************* had a dispute for $37.53 submitted on May 18th, 2024. The dispute was ruled in the customer's favor, meaning the customer's bank would have returned the funds directly to the customer. Additionally, a refund of $87.82 was processed on April 15th, 2025, to the cards ending in **** and ****, as both were used to make installment payments. Zip automatically processes refunds to the original payment methods to ensure a seamless experience for customers.  
  
  We confirm that Zip issued a check for $87.82, which was mailed on June 16th. Our internal records show that the check was delivered on June 23rd to the correct mailing address we have on file. As the matter remains unresolved, Zip will place a stop payment on the original check and issue a new one in the amount of $87.82 to the customer. We sincerely apologize for the delay in receiving the refund and understand how frustrating this experience must have been. Please be assured that Zip remains committed to ensuring the full refund amount is honored. However, we are unable to provide any additional compensation beyond the amount originally owed.
  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

• Initial Complaint

  Date:06/24/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a ***** package delivered on 2/26/2025. However, my package was never found and I had to file a claim with *****. The representative from ***** explained to me that the delivery driver put my package at the wrong address, picked it back up, then dropped it off hours later. I never receieved the packages and the representative advised me to file a claim with *****. I filed a claim throug ***** and I was also denied a refund or a replacement. I made the payment through ZIP and they have yet to get back to me April 2025, I filed a dispute with my bank and they have not recieved any responses from either company. I truly believe that a ***** driver stole my package. I had another package delivered the same day by *** with no issues whatsoever. It is almost July and still no resolution so if this is not resolved by July, I will have to take legal action

  Business Response

  Date: 07/08/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.  
  On April 4th, the customer contacted us regarding a purchase made with *****, stating that the package was never received. She advised that she had submitted a complaint directly to ***** but was informed that a refund would not be issued. The customer also shared screenshots of complaints she filed with both the Better Business Bureau and ****** The agent advised that the matter would be referred to our internal team for review and incorrectly stated that a refund would be issued within 13 days. Zip apologizes for this misinformation, as we are solely the payment processor and do not have the authority to override a merchants refund policy.  
  On April 15th, the customer followed up by phone to check on the status of the refund and again provided screenshots of the complaints submitted to ***** and the BBB regarding *****. The agent advised that the matter would be escalated to our internal team for further review and that the customer would be contacted with additional assistance.  
  Zip sincerely apologizes for the inconvenience and frustration this situation has caused. As the payment processor, we are not involved in order fulfillment or shipping and any issues relating to the item or its delivery must be addressed with the merchant directly. However, given that the customer was incorrectly advised, we have processed a one-time courtesy refund for the order, the amount of $202.64 has been refunded to the card ending in *****  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 
    

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 22nd, 2025 I attempted to use their loan service to order a rather large purchase from ********. I had never seen or heard of this business but trusted it because I have used Klarna, a similar service, many times. However after giving them all my information and the payment was accepted, the website did not register any order had been placed. I tried again, thinking that I must have to finalize my purchase and that the first charge would be the only one. No, it charged my card once again, and STILL did not process my order. The first charge was for *****, the second was for some reason more at *****, totaling ****** that was ran without any return of goods. I paid 120 for nothing. When I attempted to talk with their customer service team, the representative was very slow in sending clearly scripted or AI responses, to the point it seemed they took a lunch break. When they returned I was told essentially I was out of luck and must wait a full 13 days for the charges to fall off, which is asinine to me. Many people live paycheck to paycheck and cannot be suddenly out over a hundred dollars for no reason. Such a long hold and lack of willingness to simply reverse it (because they did in fact tell me they could see the charge) to me sends up a red flag of a scam or shady business practices. After this I went and looked up other peoples experiences and found this to be a common occurrence, many of which said the payment did in fact post instead of falling off as the business claimed it would and they had to go to their bank to dispute it further, which I will also obviously be doing if this is not resolved.

  Business Response

  Date: 07/02/2025

  Zip has received our customer's complaint and appreciates the opportunity to respond. Our Escalations Lead has reviewed their complaint and all details surrounding it. Below is our resolution to their issue.  
  On June 22nd, the customer reached out to advise that they attempted to place two orders with GameStop using Zip, but both transactions failed. Despite this, the funds were still withdrawn from their account and their available purchasing power was reduced. The customer requested that both charges be reversed immediately. The agent explained that we can see two pending charges that have not been captured by the merchant. As such, these authorizations should fall off automatically. If ******** does not capture the payments within 13 days, the pending charges will reverse on their own. The customer expressed that this process feels unfair, as the orders did not go through and they believe there should be a way to reverse the authorizations sooner.  
  Zip sincerely apologizes for the frustration the customer experienced with this situation. We want to clarify that this occurred due to temporary authorization holds placed on the account when an order is attempted. These holds are not actual charges and will automatically drop off within 13 days if the merchant does not capture the payment. On June 22nd, we observed two pending authorizations for $59.60 and $60.07, both of which were released on June 29th. We genuinely regret any inconvenience this caused and appreciate the customer's patience throughout the process.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter.