How do I dispute a transaction?
Updated 25 days ago
Before contacting Zopa, we recommended contacting the merchant or third party first, as this often results in a faster refund.
If you haven’t been able to resolve things yourself, you can raise a dispute in the Zopa app.
What we need from you will depend on the type of payment you’re disputing:
Debit card payments
If you have an issue with delivery, payment amount, quality or are missing a refund, you can raise a dispute in the app.
If you see a payment you don’t recognise, you can make a fraud claim.
For either of these, tap on the relevant payment, click 'I need help with this payment' and follow the steps on your screen.
Credit card payments
If you have an issue with a Zopa credit card purchase or see a payment you don’t recognise, you'll need to contact us to investigate the issue.
Direct Debits
If you don’t recognise the merchant, please check their name carefully. Some companies use different names for transactions than they do publicly — a quick online search of the name in your transaction history might reveal it’s a company you intended to pay.
If you still don’t recognise them, you should cancel your Direct Debit in the app and then make a fraud claim.
If you know the merchant but the payment amount is wrong, try resolving it directly with them first. If that doesn’t work, you can dispute the payment in the app.
To dispute a payment or make a fraud claim, tap on the relevant payment, click 'I need help with this payment' and follow the steps on your screen.
Bank transfers
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