If there's a problem with a purchase and you haven't been able to resolve it directly with the retailer, you may be able to raise a purchase dispute.
What should I do before raising a purchase dispute?
Before raising a purchase dispute, we recommend contacting the retailer first to try to resolve the issue directly.
Keep the following information, as you may need it if you raise a purchase dispute:
Emails or messages with the retailer
Receipts or order confirmations
Tracking information
Photos of damaged items, where relevant
What purchases can I dispute?
What purchases can I dispute?
You may be able to raise a purchase dispute if:
Your order never arrived
Your item arrived damaged
Your item was not as described
You didn't receive a refund you were expecting
You were charged incorrectly
What purchases can't be disputed?
What purchases can't be disputed?
You can't raise a purchase dispute for:
Zilch fees
Orders that are still being prepared or delivered
Purchases that have already been fully refunded by the retailer
How do I raise a purchase dispute?
How do I raise a purchase dispute?
To raise a purchase dispute:
Open the Zilch app.
Go to Purchases.
Select the purchase.
Tap Get help with this transaction?
Select Dispute.
Follow the steps in the app, including contacting the retailer directly.
Keep screenshots of any messages or emails with the retailer, as we may ask for these later as part of the purchase dispute review.
What happens after I raise a purchase dispute?
What happens after I raise a purchase dispute?
Once you've provided the requested information, we'll review the purchase dispute within seven days.
If everything looks correct, we'll contact the retailer through our payments provider and share the evidence you've provided.
The retailer may have up to 30 or 45 days to respond, depending on the card network used for the transaction.
Some purchase disputes are resolved quickly, while others take longer depending on the retailer and the payment network process.
We'll keep you updated throughout the purchase dispute process.
Do I still need to make repayments during a purchase dispute?
Do I still need to make repayments during a purchase dispute?
If your purchase dispute is successful and we haven't already refunded you, you'll receive a refund once we've validated your claim.
If your purchase dispute is unsuccessful, you'll need to continue paying for the purchase.
If you've already received a refund before the final outcome of the purchase dispute and the purchase dispute is unsuccessful, your instalments will be reopened and you'll need to continue making repayments as normal.
How long does a purchase dispute take?
How long does a purchase dispute take?
Most purchase disputes are resolved within 12 weeks.
If the retailer challenges your claim, we may need additional information from you. This can extend the process by up to 30 days while the retailer reviews the claim.
In rare cases, unresolved purchase disputes may be escalated. An escalated dispute may take approximately two months for a final ruling to be issued.
If you need more support and want to get in touch, you can find out how to here.