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:07/31/2025

  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.

  Date of failed in person transaction at ******: 7/19/25. Tried to use my Zip card for my in store purchase. Set up the payment agreement etc. Transaction declined. But they charged me that first payment. That payment sat on "hold" until July ***** (it rolled off one of those days)Keep in mind, this ties a $210 amount on the card during this time. I have tried countless ways (app and website) live chat and email support teams to cancel the card. In the app it just says "cancelling" and it will sit there for hours (it does not cancel) Thru the website it says unable to cancel virtual card. So I AM UNABLE TO DO THIS ON MY END. Since July 19th, I have reached live chat numerous times, been back and forth with email support as well. ALL THEY DO IT TELL ME "HOW" TO CANCEL THE VIRTUAL CARD. Obviously I know how to do this and have already tried. Sadly they won't read customers problems before they send out those canned replies.I have been waiting about a week for the "escalation" team to provide assistance but seems they are nowhere to be found. The only resolution I am looking for is to clear/cancel that $210 balance sitting on the unusable virtual card so I can get back to using my account again. I currently am unable to use the card in any way.

  Customer Answer

  Date: 08/01/2025

  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,
  
  ******** ********

   

  I resolved the situation MYSELF by cancelling the card, thus finally releasing the held funds.  Zip was in now way helping in 2 weeks of needing the help. 
  
  
  
   
  

  
  

• Initial Complaint

  Date:07/17/2025

  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 made a purchase at ************* on 6/3/2025 and there was a malfunction with the machine. The order didnt go through so did it again and the order processed. I have reached out to this business to rectify the situation several times and they have not helped me at all and keeps asking the same questions I already provided. The company stated they have not received money for this purchase.

  Business Response

  Date: 07/30/2025

  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 7th, the customer reached out to report that the card machine at the merchant location had not worked and that a duplicate order was created as a result. On June 10th, an agent informed the customer that any order-related matters, including refunds, would need to be addressed directly with the merchant.  
  On June 24th, the customer called to follow up on the refund request for the duplicate order. The agent asked the customer to provide documentation from the merchant or evidence of outreach attempts for review. The customer subsequently sent in records of their communications with the merchant, who stated they were unable to locate the order and believed the transaction had not gone through.  
  The customer followed up again on July 3rd, July 14th, and July 17th, requesting an update and noting that a complaint had been filed.  
  We sincerely apologize for the inconvenience and frustration this situation has caused. We understand how delays and a lack of clarity can be extremely upsetting, and this experience is not reflective of the standard of service we aim to deliver at Zip.  
  To clarify, Zip acts as the payment processor for your transaction, which means we rely on the merchant to initiate the refund. Once the merchant confirms a return or cancellation, our system is designed to automatically issue the refund to the original payment method. As a courtesy, we have applied a full credit to the order and processed the refund back to the card ending in 5732.  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

  Customer Answer

  Date: 07/30/2025

  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:07/17/2025

  Type:Product 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.

  On June 15th I attempted to use my Zip card to make a purchase at ***** in ********************. Prior to attempting to use the Zip card I requested that the card be authorized to make 1 $155.00 purchase. Zip declined the charge, however is still trying to collect the $155.00 from me. I've tried to contact Zip numerous times however no one is able to help me. The customer service representative I spoke with today ****** advised that I contact my bank to dispute the charge. Why would I contact my bank, *************** if the purchase was on my Zip card (which has nothing to do with ***************). It has been well over a month!!!!

  Business Response

  Date: 07/30/2025

  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 29th, the customer reached out regarding an order that failed with *****, the customer stated the merchant first processed a $1.00 charge to validate the card, but when they attempted to process the full amount, the transaction was declined as the card had already been used. As a result, the full transaction did not go through, and the customer should not be charged.  
  On July 2nd, an agent explained that the $1.00 charge was still pending with the merchant and would need to settle, which could take up to 13 days, before any adjustments could be made to the customer's installment plan. To assist in the meantime, the agent paused the order for 7 days to prevent any payment withdrawals during the processing period. The agent also recommended that for future car rentals, the customer use a personal card for the reservation and notify the rental agency at checkout if they plan to use a different card, such as a Zip virtual card. It was also suggested to create the virtual card shortly before checkout to avoid similar issues, and a link with more information on the in-store process was provided.  
  On July 17th, the customer followed up regarding the refund for this order.  
  Zip sincerely apologizes for any frustration the customer experienced throughout this process. As Zip acts solely as the payment processor, we rely on the merchant to initiate refunds and confirm order cancellations. In this case, the presence of a pending charge prevented the refund from being processed until July 16th, when the transaction was officially marked as reversed. Following that, the refund was successfully processed, and the loan is now closed. The amount of $77.50 has been returned to the customer's card ending in **** for Installment 1 and 2.   
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 

  Customer Answer

  Date: 07/30/2025

  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.
  
  It should be noted that at the time of rental I used my **************** card to secure the rental and at the time of return I attempted to change cards and use my Zip card, which was unsuccessful.  It should also be noted that this may just be *** ***** location issue as this location always has issues.  
  

  Will Zip be reopening my account??

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

  
  

• Initial Complaint

  Date:07/13/2025

  Type:Delivery 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 dealing with an unusual issue where I placed an order that didn't process correctly with the merchant with the Zip details, so I cancelled it, and when placing the actual order later, both processed through Zip (but the merchant stated they only charged the second), and I am still being charged on both orders and cannot get customer service to respond to any of my inquiries.I had placed order #************* (cancelled iHerb order #*********) using the Zip-provided card number to iHerb, and it didn't work, and at the time, I didn't have time to troubleshoot, so I just cancelled the order. (I assumed it didn't go through anyway, since ***** had said it didn't process, and to provide another payment method.) Later, I placed order #************* (iHerb order #*********) successfully through the app. I had still been charged my first installment for both, so I marked the cancelled order for return and emailed Zip customer service, since it was a weird issue, given the order was never processed in the first place, and I didn't think it'd be considered a return. They told me to reach out to iHerb, who confirmed they never processed the cancelled order, and I was only charged for the second (successful) order. I went back to Zip with screencaps of this correspondence with iHerb, and they just repeated to take issues with refunds up with iHerb. However, it appears Zip is still claiming they were charged for the first order, and that they haven't received the refund from iHerb - despite it never having been charged by them in the first place. Meanwhile, I'm still stuck making payments on the cancelled order, since I couldn't adjust that, and the return request expired. A month ago, after this standstill with customer service, they said they would transfer me to their internal team with support ticket #********, however I have asked for updates three times since then, and I've received no reply aside from the automated one that they received my request.

  Business Response

  Date: 07/29/2025

  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 4th, the customer reached out after placing an order that was subsequently declined by the merchant, who advised adding a new payment method. The customer canceled the original order and marked it as a return/refund in the Zip app. Despite this, the first installment was still charged. A second order was then placed successfully with the merchant, and the customer wanted to ensure the first order was canceled. 
  
  On June 7th, an agent informed the customer that any order-related issues would need to be addressed with the merchant directly, as Zip is solely the payment processor. 
  
  On June 12th, the customer provided screenshots showing two orders, one marked as canceled and the other as delivered. She also shared messages from the merchant confirming there was a technical issue on their end and that a refund of $45.18 had been issued. 
  
  On June 15th, the customer was advised that ********************** had not yet received a refund from the merchant. The agent requested the customer confirm the refund with the merchant and to follow up with any communication attempts if no response was received within seven days. 
  
  On June 16th, the customer submitted additional screenshots from the merchant stating that there was only one charge for $46.65, and not two charges for separate orders. 
  
  On June 18th, the customer was advised that refunds are automatically processed once Zip is notified through the system and was again encouraged to follow up with the merchant. The customer clarified that she had already done so and shared proof showing the order was canceled and only one order had been processed. As a result, the agent escalated the case to our internal team for further review. 
  
  The customer followed up again on June 26th, June 30th, and July 2nd seeking an update, as she had not yet received any further communication regarding the status of the refund. 
  
  Zip apologizes for the delay in responses, as this does not align with our service standards. We understand how frustrating this experience has been for the customer and appreciate their continued patience. To clarify, two orders were captured for ***** *********: Order #************* for $45.18 and Order #************* for $46.65. A full refund has now been processed for Order #************* in the amount of $45.18. The customer can expect to see the refunded amount returned 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. 

  Customer Answer

  Date: 07/29/2025

  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:07/11/2025

  Type:Order 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.

  Around March of 2025 I used my bank debit card to make an initial payment to Zip. The same day there was an alert from my bank of random withdraws from my back account and was forced to close the card and get a new one. Since I still owed money to Zip, I tried my *********** and ***** credit cards but each denied the transactions due to security reasons. They don't allow this ***********, early June I got a bank check drafted for $100.00 which was a little over what I owed. Now they are unable to find the check, tacking on late fees and now a threat to start collections. I feel cheated and want this known to other consumers to watch out.

  Business Response

  Date: 07/29/2025

  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 May 12th, the customer reached out expressing their intention to pay the balance in full, but noted that their credit card companies, *********** and *****, do not allow Zip transactions. The customer inquired about the possibility of paying by check. An agent responded by outlining the various payment methods available and provided the appropriate mailing address for submitting a check payment. 
  
  On July 24th, an agent reached out to confirm that the loan has been paid in full. A total of $89.21 was applied to the account, $44.60 for Installment #2 and $44.61 for Installment #4, and the remaining balance of $10.79 will be mailed back to the customer. The customer was asked to confirm their mailing address so the refund check can be issued. 
  
  Zip sincerely apologizes for the frustration experienced in this situation. We can confirm that the check payment has been received and applied to the two remaining installments. As the payment was more than the amount owed, the customer will receive a refund check in the amount of $10.79. 
  
  We would also like to clarify that *********** and ***** credit cards are not accepted as payment methods with Zip. These issuers have made the decision to block their credit cards from being used for Zip purchases. Accepted forms of payment with Zip include: 
  
  Debit cards (linked to bank accounts, including Venmo debit cards) 
  Most credit cards (excluding pre-paid cards), including ***** MasterCard, Discover, and ****************- Please note that credit card acceptance is subject to the issuing bank permitting payments to Zip. 
  Apple Pay* - Apple Pay and credit cards can only be used to pay for active installments on existing Zip orders and cannot be used for the initial purchase. 
  
  Lastly, we want to confirm that no threat of collections has occurred. Customers may receive automated past-due payment emails, which are standard reminders regarding any unpaid installments.   
  
  Zip has communicated the above information to our customer directly, via email. We trust this response explains and resolves this matter. 
  

  Customer Answer

  Date: 07/29/2025

  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: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:07/05/2025

  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,
  
  ******** *******