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Description

Please enter the details of your request. A member of our support staff will respond as soon as possible.

Please select the type of activity you need to report

Did you authorise this order(s)?(optional)

This form is only for unauthorised orders on your Zip account you do not recognise or did not authorise. Please do not proceed with this form if you have a dispute with the merchant regarding the order. Our fraud investigation team take all reports of unauthorised activity seriously, and your account may be locked to prevent further unauthorised activity.

Have you provided authorised access of your Zip account to anyone else in the past, if so, who? (name and relationship)(optional)

Do not proceed with this form. See below for more information.(optional)

For more information on how to dispute an order made using Zip please go to: https://help.zip.co/hc/en-us/articles/360001577775-I-have-an-issue-with-my-Order If you still need to dispute an order, please go to: https://help.zip.co/hc/en-us/requests/new?ticket_form_id=360000077456

How did you find out that an order had been made on your Zip account without your knowledge? (optional)

Is the order your claiming as unauthorised from Amazon?(optional)

Have you linked your Zip account to an Amazon account in the past?(optional)

Is the Amazon order you are claiming a Prime Subscription?(optional)

The charge in question is related to a subscription with Amazon. To resolve the issue, the best course of action is to reach out to Amazon directly.   If you accidentally signed up for a subscription, we suggest you speak with Amazon directly.(optional)

Before we proceed with your claim, we would like to bring to your attention the following points:(optional)

Amazon may split shopping cart orders into separate transactions on Zip. This means that the total checkout amount will be divided into multiple orders in your Zip transaction history. Amazon may sometimes delay the processing of orders and manually authorise the order once they confirm stock and ship your package. This means that you may be informed of an order on the Zip app that was initially authorised in the past.  If you have read the above and would like to continue with your claim please select

Confirm YES if you understand.(optional)

What exact date was it stolen?(optional)

What type of phone (model/brand) was the phone that was stolen?(optional)

Who was it stolen by?(optional)

How was it stolen?(optional)

How long after noticing it was stolen was a new phone purchased?(optional)

How did you conclude that an unauthorised Zip application was made using your identity? (optional)

Please provide a detailed summary of the phone call(optional)

Explanation of what happened/whether or not you provided credentials during the call

Were you advised to download an app that allowed access to your device? If yes, what App?(optional)

Did you provide any SMS codes over the phone?(optional)

Please provide a detailed summary of the SMS or email(optional)

Include info if you clicked the link, any images/screenshots, an explanation of what happened/whether or not you provided credentials through these methods.

Please upload a screenshot of what you received and tick here to proceed.(optional)

Do you have any idea how the orders were placed on your account? (Please provide as much detail as possible)(optional)

Please provide a detailed summary(optional)

Do you have any idea how the orders were placed on your account? (Please provide as much detail as possible)

Can you please list all orders you are claiming as unauthorised in the following format (DATE - Merchant - Amount)(optional)

What was your last authorised order?(optional)

Merchant, date & amount

Have you received any recent SMS or emails from Zip prompting you to log in to your account or contact Zip? If so, please attach screenshots.(optional)

Do not submit this form. Please go to the below link!

https://help.zip.co/hc/en-us/requests/new?ticket_form_id=360000077456

I want to report suspicious activity using the Zip brand

What was the phone number that contacted you?(optional)

Was there a number they wanted you to contact? If yes what was that number?(optional)

Do you have a Zip account?

Are there any orders on your Zip account that you did not authorise?

To formally submit your unauthorised order claim please see here: https://help.zip.co/hc/en-us/requests/new?ticket_form_id=5165830264463&tf_5869967252367=suspicious_order

Full Name

Before disputing a transaction please review it carefully as a legitimate transaction may be unfamiliar. Please discuss this transaction with any family members who may have access to your card. Please check the box below if you still wish to proceed.

Do you have a Zip account?

Was the disputed payment made toward your Zip account?

Do not submit this form. Please go to the below link!(optional)

https://help.zip.co/hc/en-us/requests/new?ticket_form_id=4440042167311&tf_5149767773455=repayment_hc_request_a_refund_of_a_recent_repayment

How many payments on your bank account to Zip are you disputing?

1. Payment ID

Example: Pxxxxxxxxx or PS xxxxxxxxx If you are unsure what this looks like please open this link in a new tab for an example: https://help.zip.co/hc/en-us/articles/5870359722127-Zip-Repayment-Sample

2. Payment ID