Create a dispute
The Shopper has the possibility to open disputes of his orders, thanks to the protection ZTAC (Zenki Trade Assurance Center) that we offer to our clients.
It is possible to create disputes in the following status:
-
You have not received your items
- Delivery time has expired
- No tracking information
- The product was returned to the retailer by parcel service.
- Product was shipped to an incorrect address
-
You received your items
- Products with quality problems
- Products are not as described
- Damaged products
- Other incidents in the products with which you are not satisfied
Identify the order for which you wish to initiate a dispute and click on it, this will show the general details of the order. In the second section, at the bottom, there is a link that will allow you to generate the dispute of the order.
Clicking on the link will open a new window with the following form:
| Field | Description |
|---|---|
| Reason for dispute | Required, it must be defined as a title, the reason why the dispute was initiated. |
| Description of the dispute | Required, it is requested to describe as much detail as possible of the incident for which the initiation of the dispute is required. |
| Attachments | Optional, add evidence to be clearer and more specific about what happened with the order. |
When the dispute is made, a “Dispute Details” card is displayed, in which you can see the reason for the dispute, the description of the dispute and the evidence in case any file has been attached (JPG, GIF and PNG up to 1 MB).
Zenkipay offers a communication channel with the buyer, the merchant and Zenki Staff to resolve the ongoing dispute through a chat.
Zenkipay Staff will be aware of the dispute updates, thus ensuring a successful resolution.
You may be interested to know how to make a Zenkipay payment!