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The ZIP Buyer Protection Policy applies to purchases made using ZIP Line of Credit facilities.
If you are an eligible buyer, the ZIP Buyer Protection Policy can help you recover payments made in respect of certain items purchased where items are:
If your purchase meets the requirements for the ZIP Buyer Protection Policy, we will attempt to recover your payment from the Merchant.
If you have received any cash back, rebate, credit or other promotional incentive from us or any third party for a purchase eligible for the ZIP Buyer Protection Policy, you may only recover the amount of your purchase less the value of the cash back, rebate, credit or other promotional incentive
Where we are unable to recover the whole or part of your payment from the Merchant we may, in our absolute and sole discretion, decide to make a payment as a gesture of goodwill.
You have no automatic entitlement to receive any payments under the ZIP Buyer Protection Policy.
The ZIP Buyer Protection Policy does not indemnify you for loss which may be incurred and it is not a contract of insurance.
If we determine a claim in your favour we will reimburse you the transaction amount only. We will not reimburse you for the postage costs you incur to return an item to the Merchant or another party we reasonably specify.
If the Merchant presents Proof of Shipment to your address, we may find in their favour even if you did not receive the item.
You should wait a reasonable amount of time – at least 7 days after the confirmed delivery date – to receive the item before filing a dispute for an item not received.
An item may be considered “Significantly not as described” if:
An item is not considered to be “significantly not as described” if:
We reserve our right to make a decision if you and the Merchant cannot agree and we will exercise our sole discretion when determining a claim of “significantly not as described.” We will consider numerous factors which may include the communications between you and the Merchant and any documentation you have provided. We will provide you with reasons for our decision upon request.
You may be eligible for the ZIP Buyer Protection Policy if all the following requirements are met:
The ZIP Buyer Protection Policy will not protect you:
If you purchase an item using your ZIP Account where the item is not received or is “significantly not as described,” you may file a dispute in the Resolution Centre within 30 calendar days of the date of the transaction.
We will notify the Merchant when you file a dispute. While the dispute is open, you and the Merchant can exchange correspondence. Any correspondence must be made available to us and the other party to the dispute.
In the event that the dispute remains unresolved, you may escalate it to a claim within 20 calendar days of the date you filed it. If you do not escalate the dispute to a claim within 20 days it will be automatically closed and cannot be reopened.
If you escalate the dispute to a claim, we may review and use the content of all correspondence to evaluate your claim.
You can file a dispute for “item not received” and then change it to “significantly not as described” if circumstances change, but not vice versa. Unless stated otherwise, a claim may not be edited or changed (other than to add further information) after it has been filed unless ZIP exercises its discretion to allow you to change your initial claim or you make an appeal before the claim is determined and closed.
You must respond to our enquiries within the timeframe specified by us. If you fail to respond we will not continue to process your claim or otherwise assist you in relation to your complaint and it will be closed and may not be reopened.
We may request, and you must provide, a receipt or any further details or information we deem necessary for the eligible item.
If you file a “significantly not as described” claim we may require you to ship the item at your expense to the Merchant, to us or to a third party designated by us.
For counterfeit item claims, we may also require you to:
If we ask you to ship or return the item to the Merchant at the address we confirm to you after the claim has been decided in your favour, you must take precautions in repacking the item to reduce the risk of damage in transit and provide Proof of Shipment.
If you and the Merchant agree to a refund amount that is less than the amount of the original transaction, and the Merchant provides you the refund, we will consider your dispute/claim to be successfully resolved.
Before contacting or filing a dispute with us, you should contact the Merchant to resolve your issue in accordance with the Merchant’s return policy.
You may not file a dispute or claim or receive a recovery for a purchase under the ZIP Buyer Protection Policy if you have already filed a case with or received a refund for that purchase directly from the Merchant.
If we reasonably determine, having considered all the relevant circumstances, that you have made an excessive or unreasonable number of disputes, claims, refunds or chargebacks, we may exclude you from the ZIP Buyer Protection Policy and deny all open and future claims, or take any other actions pursuant to this Agreement. We will notify you if you are excluded
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We will contact you with a result in 2 business days. If your application is successful we will be in touch to help you with set up and integration