How to initiate and consult a dispute?

In which cases can the shopper 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.
  • The 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

Process for initiating a dispute

Once the buyer has received the product or service for which he paid, Zenkipay will send an email asking the buyer to confirm his satisfaction or the possibility of creating a dispute.

Click the "Create dispute" button and log in (if you haven't already) to the buyer's portal.

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:

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.

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