How do I process a refund?

You can process refunds directly through your Zip Merchant Dashboard — no customer presence required.

To process a refund:

1. Log in to your Zip Merchant Dashboard.
2. Select Search Orders and find the order using the search bar.
3. Click Action>Refund.
4. Enter the refund amount and add a comment (optional).
5. Click Refund Order to finalise the refund.

Once processed, the refunded amount will appear instantly in the customer’s Zip account.

Important information

Depending on your user permissions, you may not have refund access at the store level. If you don’t see the refund option, please contact your manager, director, or head office to enable access.

If you process refunds through point-of-sale software, contact your POS provider for assistance with the correct refund steps.

If you’re unable to process a refund after following the steps above, check that the customer’s Zip account is still active. Refunds cannot be completed if the customer’s Zip account is inactive. The customer will need to contact Zip Customer Support to have their account reactivated before a refund can be processed.