When something goes wrong with a payment, it’s natural to expect a refund. On Ziina, what happens next depends on how the payment was made and what stage it’s in.
Below, we explain the most common scenarios, why refunds are often limited, and when a chargeback (bank dispute) may apply.
First, it’s important to know
Once a payment is completed, the money is usually processed immediately. Because of this, most transactions can’t be automatically reversed.
This means refunds are not always possible, and different outcomes can apply.
🟢 Situations where a refund may happen
Pending card transactions
If a card payment is still pending, it hasn’t been fully accepted by the merchant yet.
In some cases, the merchant may cancel or refund the transaction.
If that happens, the amount is usually returned within 7–15 days.
👉 In this case, no action is usually needed — you just need to wait.
Completed card payments
If the card payment was completed, the refund must be processed by the merchant first.
Once the merchant confirms the refund, the amount is returned based on the card network timelines.
👉 Ziina can’t issue a refund unless the merchant has processed it.
🔴 Situations where refunds are usually not supported
Refunds are generally not available when:
Money is sent to the wrong person
A cash-out is made to the wrong bank account
A payment is confirmed by mistake (for example, wrong details or unintended confirmation)
A Tap to Pay transaction is completed
In these cases, the funds can’t be automatically recovered.
👉 When applicable, you may try contacting the recipient directly.
What to do if a refund isn’t possible: chargebacks
As shown above, refunds depend on how the payment was made and whether it’s still pending or already completed. In some situations, refunds may be possible — while in others, they aren’t supported at all.
When a refund isn’t available through the merchant or the payment flow, a chargeback may apply.
A chargeback is a bank-led review of a card transaction after a problem is reported. On Ziina, this can happen in two different situations.
1. You paid with your Ziina Card (you are the buyer)
This applies when you use your Ziina Card to pay a merchant and something goes wrong — for example, you don’t receive the product or service.
What happens
You contact the merchant or your bank
The bank reviews the transaction
The amount may be temporarily held
The review process may take some weeks.
What we recommend
Always try to resolve the issue with the merchant first
If that doesn’t work, you may open a dispute with your bank
Keep any receipts or proof related to the purchase
Be aware that chargebacks take time to resolve
2. You received a payment (you are the seller)
This applies when you receive a payment through Ziina, and your customer opens a dispute with their bank.
What happens
The bank temporarily holds the disputed amount from your balance
The transaction is reviewed by the bank and the card network
You may be asked to provide additional information
The review process may take some weeks.
What we recommend
Try to resolve the issue directly with the customer when possible
Provide any requested information as early as possible
Avoid processing a separate refund while the chargeback is under review
If any of the situations described above continue or don’t resolve as expected, the case may need to be reviewed by our team so we can better understand what happened and help.