How to issue a refund as a Zilla merchant

Issuing refunds is never fun, but we have come up with a way to make the situation a little less unpleasant for you as a merchant and for your customer as well.

The Refund Process

The customer reaches out: If a customer reaches out to us to request a refund, we will immediately notify you or direct the customer to contact you so you can help resolve this quickly. It is primarily your responsibility as the provider of the goods or services to resolve this. If it is necessary, Zilla might come in to help with the dispute resolution.

You and the customer reach a resolution: After you have been notified of the refund request and reached an agreement with the customer, you can then move on to your merchant dashboard to issue the customer a refund.

When logged in to your dashboard, please;

Go to your Purchases

Track down your customer’s order and click on ‘View’

Then click on Issue Refund

Your customer will be automatically issued a refund for their purchase, and that’s it!

Please let us know if you have any questions. You can reach us on 08147198097 or email us at (9am to 6pm Monday to Friday, and 10am to 5pm Saturday and Sunday).

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