Buyer Dispute Program
We want you to buy with confidence when you use zarake Payments. However, disputes between buyers and merchants will occasionally occur. When this happens buyers should first contact merchants directly to try to find a solution. If the parties cannot resolve their dispute the zarake Payments Buyer Dispute Program provides a mechanism to address the buyer’s complaint, including under the zarake A-to-z Guarantee.
The zarake A-to-z Guarantee applies to qualified purchases of physical goods. The condition of the item you buy and its timely delivery are guaranteed under the zarake A-to-z Guarantee. For transactions that are not covered by zarake A-to-z Guarantee, the zarake Payments Buyer Dispute Program still allows buyers to obtain our assistance in seeking the merchant’s further consideration. zarake Payments does not act as the agent of either party in any transaction or in resolving any dispute. zarake Payments will attempt to resolve disputes by fostering good faith communication between buyers and merchants.
Please read the following guidelines before submitting a complaint.
When does the zarake Payments Buyer Dispute Program apply?
- You used zarake Payments to purchase an item or service from a merchant, and
- You paid the merchant for the item or service, but it did not arrive, or
- You received the item, but the item is materially different than the way the merchant described it.
The A-to-z Guarantee applies only to the purchase of physical goods. Therefore, the following items are not covered by the zarake A-to-z Guarantee: payments for services, payments made via the Send Money or Request Money features (Person-to-Person or P2P payments), digital merchandise, cash equivalent instruments (including retail gift cards), and prohibited items. You may still seek our assistance in resolving dispute for these items by submitting a dispute.
The zarake Payment Dispute Program does not apply to unlawful or prohibited items .
When is a product “Materially Different” from the way a merchant described it?
Buyers should wait 14 business days for the delivery of tangible items or services and one business day for the delivery of digital items before filing a complaint. However, a complaint needs to be submitted within 30 days of making payment.
If a merchant has clearly misrepresented the condition or details of an item in a way that affects its value or utility, it is “materially different” and that merchant should be willing to offer a refund or exchange within 30 days of shipment. If the merchant does not accept the return of an item that is made in accordance with the merchant’s return policy, you may qualify for coverage under the zarake A-to-z Guarantee.
Items are considered “materially different” in these circumstances:
- Wrong version or edition
- Item condition or details not as described
- Wrong item
- Missing parts or components
- Defective item
- Damaged item
When submitting a claim with the reason “materially different,” you will need to select one of the reasons above and provide comments explaining why the item you received is materially different from the item you purchased. Please note that this does not extend to cases where you are simply disappointed with an item. We will ultimately determine material difference at our discretion.
When do I need to file a complaint?
For purchases of physical goods under the zarake A-to-z Guarantee, you must wait 15 days from the order date to submit a claim. From that point, you have 75 days to submit the claim.
Buyers should wait 14 business days for the delivery of services and one business day for the delivery of digital items before filing a complaint. From that point, you have 30 days to submit the claim.
What are the requirements to submit a complaint?
Each of the following requirements must be met to submit a complaint:
- The claim must be timely filed.
- If you have received a materially different item, you must contact the merchant within seven (7) days of receipt to request return information.
- If your item becomes defective more than 30 days past the shipment date and it is under warranty, you must contact the manufacturer for repair or replacement.
- You must provide the required information on the claim form.
- If you paid by credit card and the issuing bank has initiated a chargeback, then you are not eligible for coverage.
How much coverage will buyers receive?
Under the zarake A-to-z Guarantee, buyers who use zarake Payments for qualified purchases of physical goods are eligible to receive up to $2,500 of the purchase price, including shipping charges. For other items and services, you may submit a claim seeking our assistance to resolve your dispute with the merchant, but you will not be eligible to receive a refund of any part of the purchase price.
How do I submit a complaint?
If you are a buyer, you can submit a complaint by logging into your zarake Payments account. For disputes involving physical goods that are covered under zarake A-to-z Guarantee, we will process your submission as an A-to-z Guarantee claim. You also can submit an A-to-z Guarantee claim by viewing the specific transaction details using Your Account on the zarake Payments website. From the transaction or order details page, click “Problem with this transaction?” or “Problem with this order” to file your claim.
What happens after I submit a complaint?
For transactions involving physical goods that are covered by the zarakeA-to-z Guarantee, you can track the progress of your claim by viewing the transaction in Your Account on the zarake Payments website. From the transaction details page, click “Problem with this transaction?” or “Problem with this order” to see the status of your claim.
For other disputed items or services, after a buyer submits a complaint, zarake Payments will contact the merchant and help facilitate a resolution. If zarake Payments contacts a buyer for additional information, the buyer must respond within five days or the compliant may be canceled. We try to resolve complaints within 45 days from the date of submission but we may have to take longer. You may check the status of a complaint online from the zarake Payments account page.
What if I pay with a credit card?
If you use a credit card through zarake Payments, you have the right to dispute any charge with your issuing bank. Your ability to reverse a charge will depend on your bank’s policies and the type of dispute.
You may make a complaint under the zarake Payments Buyer Dispute Program or dispute the charge through your issuing bank, but not both at the same time. If you elect to dispute the charge with your bank after you submit a complaint to us and we receive a chargeback or other reversal of payment, we will cancel your complaint and you must rely solely on your dispute rights with your bank.
If you cancel your zarake Payments complaint, if it is denied, or you are otherwise unable to obtain a refund, you may still have the ability to pursue your dispute rights with your bank.
zarake Payments may contest credit card chargebacks in accordance with the rules of the applicable credit card association or issuer.
Can my access to my zarake Payments account be restricted?
In addition to the access limitations described in the zarake Payments User Agreement, we may restrict or terminate the account access privileges of customers who abuse the Buyer Dispute Program or chargeback rights with their credit card issuer, including:
- Using the zarake Payments Buyer Dispute Program to obtain a refund for items or services which were not returned, obtaining two refunds for the same transaction, or filing three or more complaints that are subsequently ruled invalid by zarake Payments,OR
- Using the credit card chargeback process to obtain a refund for items or services which were not returned, obtaining two refunds for the same transaction, or filing three or more chargebacks in a 12-month period that are ruled invalid by the credit card association or issuer.
What if a merchant does not cooperate in the dispute process?
Any merchant that fails to cooperate in good faith to resolve a buyer’s complaint may have its account privileges restricted or terminated. We also expect merchants to respond to email correspondence concerning complaints against them within 10 days. Finally,zarake Payments may place a hold on funds in a merchant’s account if the merchant does not respond timely to a dispute or does not honor a commitment made to resolve a dispute within a reasonable amount of time.