Customer FAQs

General zipMoney (‘ZIP’) info

ZIP is a simple and convenient online payment option that lets you buy now and pay later with no credit card required. It’s quick and simple and is specifically designed to help you manage your online spending.

A ZIP Line of Credit Facility is an Account that provides an available amount of money at any time. It allows you to make purchases on credit up to your approved credit limit. You can make as many purchases as you wish, as long as you stay under your credit limit and make your minimum repayments each month. ZIP puts you in control of your online spending and allows you to purchase or repay as much and as often as you like.

The ZIP Line of Credit Facility can be used to purchase goods and services online at any ZIP affiliated retailer.

You may use your ZIP Line of Credit facility at any ZIP affiliated merchant. Please check our stores directory for a list of these merchants. ZIP is continually expanding its’ stable of quality merchants to enhance the benefit and range available to all ZIP customers.

The ZIP Consumer Centre is our online access point for your Account. It can be found by signing it at www.zipmoney.com.au. All information about your Account can be accessed and viewed or updated. Information includes outstanding balance, available credit, repayment details, transaction and statement information, and much more. It also provides an instant messaging contact service for all your enquiries.

You can access the ZIP Consumer Centre by signing in. You will require your log in details and password to access your Account.

You should contact the Merchant for all product and delivery related problems. ZIP only affiliates with reputable merchants and they will always assist you, and have detailed policies with regard to these issues. If you are unsatisfied with their review process you may contact ZIP for further advice or assistance.

An SMS Code is a secure code provided by ZIP to you via SMS, and is required to authorise each purchase. This layer of protection forms part of ZIP’s multi point authentication process and protects both you and ZIP from fraudulent transactions.

You can update your details at any time via your online access in the ZIP Consumer Centre.

You can contact ZIP via our contact us page, direct online through the ZIP Consumer Centre, through the ‘chat now’ function, or by phone at (02) 8294 2345.

No. At this stage ZIP is for Australian residents only, making purchases at Australian domiciled retailer websites.

My Account

Once your Facility is approved, accepted and verified, an Account is established and you can begin to make purchases. Each purchase requires authorisation by both you and ZIP. Once your purchase is authorised, ZIP pays the Merchant on your behalf and your product is shipped. You then make your repayments back to ZIP. You are required to repay at least the minimum repayment amount each month, but you can pay as much or as often as you like, with no penalty, to reduce your balance as quickly as possible. You may re-use your Account for further purchases at any time as long as you have available funds under your credit limit and your Account is up to date.

Your Credit Limit is the maximum amount you may borrow at any one time under your facility. This is advised at the time you apply, is displayed on your contract and statements, or in the ZIP Consumer Centre.

Available funds is the amount you have left to use under your Account. It is the Credit Limit less the outstanding balance less any authorised purchases not yet posted to your Account.

A Statement of Account is a record of all transactions on your Account for a specified period of time. It includes all debits and credits to your Account. It also provides outstanding balance and available credit information, minimum repayment amounts, payment due dates and more. We will send you a statement each month and it can also be accessed online at any time at the ZIP Consumer Centre.

To dispute any transaction you must contact ZIP within 30 days of that transaction to initiate an investigation. You may be required to provide evidence to support your claim. You must continue to make your repayments during any disputed transaction investigation. Should the dispute be resolved in your favour any repayments of this transaction will be refunded.

Once you have repaid your outstanding balance, you will not be charged any fees to keep your Account open. You may keep it open with no charges until you wish to use it again to make a purchase.

However, if you would like to close your Account you will need to pay the outstanding balance plus any accrued fees or charges, and then advise us that you would like to close your Account. There are no penalties or fees to close your Account.

To login and use your ZIP Account you need the registered email address/login and your password. If you have forgotten or lost your password you simply need to reset it. If you are still having problems please contact ZIP or use the ‘chat now’ function.

To login and use your ZIP Account you need the registered email address/login and your password. If you have forgotten or lost your password you simply need to click on the reset password link on the ZIP Customer Centre login screen. If you still require assistance, please contact zipMoney.

Application & Activation

Anyone who is over 18 years old, is an Australian resident, is employed in some capacity, and earns more than $300 per week is eligible to apply. ZIP’s lending criteria is then applied to each application.

Simply select the ZIP payment option at checkout and proceed with our simple application process.

All you need to apply is the personal and banking information you know by heart, and the identification details in your wallet or handbag – it’s that simple!

Our application process is quick and easy and you will usually have an answer within 4 minutes of starting your application! Once your Account is accepted and verified you can use it anywhere you see the ZIP logo.

ZIP will process your application by assessing the application information, ensuring the loan is not unsuitable for you, and ensuring that you can comfortably afford the repayments. Verification performed by ZIP include standard credit and transactional bank account checks. ZIP lending and credit criteria applies to all applications.

Once your Account is approved and you have accepted the Terms and Conditions and entered your secure SMS code, your Account will be activated. After activation you can start purchasing right away!

Interest Free, Rates & Charges

Every purchase you make using your Account has a minimum Interest Free period of 3 months from the date of the transaction. If you repay the purchase amount within this period no interest is charged. Should an amount remain outstanding at the end of the 3 month Interest Free period, interest will be charged at the Standard Annual Percentage Rate. Some purchases may have a promotional interest free period (such as 6 or 12 months interest free) – if this is the case, you will be advised at the time of the purchase and the promotional interest free period will apply to that particular purchase.

Every purchase on the ZIP Line of Credit facility has a minimum interest free period of 3 months. Unlike a credit card, this is a full 3 months from the date of each transaction. Interest will apply at the Standard Annual Percentage Rate to any outstanding balance at the end of the interest free period.

Every transaction has a minimum interest free period of 3 months from purchase date. Interest will be charged at the Standard Annual Percentage rate if any part of the transaction is unpaid after the interest free period.

There are no annual fees. A monthly service fee is charged for any month there is a balance outstanding on your Account.

Please check your contract for specific details.

Other fees and charges may be charged for alternate methods of repayment or dishonoured payments.

Your contract will advise you of these amounts.

Late Fees may be charged if you do not make your minimum repayment amount before your payment due date.

Any fees charged are added to the outstanding balance.

The Standard Annual Percentage Rate is the interest rate that applies to your balance after any interest free period. You should check your contract for this rate.

Security

ZIP Buyer Protection is a benefit provided by ZIP to ZIP customers. It protects eligible customers for purchases where the purchase fails to arrive or is significantly not as described. Please see our ZIP Buyer Protection Policy for full details.

ZIP employs 2 factor authentication for every transaction. This means in addition to your Secured Password we will send a single-use Code via SMS to protect your account from fraudulent activity.

ZIP is committed to protecting all customer data and employs the highest SSL encryption technology to keep this information safe and secure. We comply with all relevant Privacy Laws and treat these obligations and commitments very seriously.

A password is required at all times to access and use your Account. If you have forgotten your password or fear it may have been compromised it can be reset in the ZIP Consumer Centre.

You should contact us as soon as you think someone may have access to your personal and private information. ZIP will then suspend all activity on your Account as new personal credentials are established.

Repayments

The minimum monthly repayment amount is the greater of 3% of your outstanding balance or a fixed monthly amount which is determined by your account limit. This will be disclosed in your contract and can also be found on your monthly statement or via your online access at the ZIP Consumer Centre.

Yes, you can pay as much as you like at any time with no penalty (as long as it is more the minimum amount). Paying off more than the minimum will save you interest, and means you pay off your outstanding balance much quicker, allowing you to continue to make Interest Free purchases with your available funds.

Your payment due date is advised on your statement. You can also find this in the ZIP Consumer Centre. Your first payment is due one month after your first purchase, and then falls due on that day each month (eg 15th of each month). You can pay the minimum amount at any time in the month before your due date.

Repayments are made via direct debit from your debit card or bank account. You may pay weekly, fortnightly or monthly as long as you pay at least the minimum amount. One off repayments may also be made direct with your debit card or via BPAY. To make repayments, simply sign in to the ZIP Consumer Centre any time.

Your direct debit is a regular payment that is collected by us from your debit card or bank account. It can be set weekly, fortnightly or monthly at any amount that suits you (as long as it is more than the minimum). If the balance of your Account is $0 the direct debit will not run until you make further purchases using your Account. (If the amount outstanding is less than the direct debit amount the direct debit will only collect the outstanding balance)

Your BPAY details can be found at any time using your online access at the ZIP Consumer Centre. BPAY is an alternate payment method you can use through your financial institution to make your ZIP repayments online.

Yes, you can change the amount, date or timing of your repayments at any time as long as you pay at least the minimum repayment amount each month. To change your repayments, simply sign in to the ZIP Consumer Centre at any time.

Please contact us if you are having problems with your repayments. We understand that people’s circumstances can change and we will always look to work through a solution that works for both you and ZIP. It is hard to help if we don’t hear from you!

Still have a question?

Contact our friendly Sydney based team, who will be happy to assist you.

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