Need to contact

Zip

and make sure they reply?

Zip is one of Australia’s most popular Buy Now, Pay Later (BNPL) services, and for good reason. Backed by a strong TrustScore of 4.3/5 on Trustpilot, Zip earns high praise for its user-friendly app, flexible payment options, and fast, digital-first support approach.

Customers can get help via phone, email, online forms, or the Zip Help Centre, which features FAQs and a 24/7 AI chatbot named “Zigi.” Zip’s support team, known as the “Customer Experience” team, is known for being professional and responsive, though some users wish for longer phone hours or more direct access for complex issues.

Whether you’re looking to fix a billing issue, ask about account options, or report a problem, Zip is generally seen as a reliable provider with a consumer-first mindset.

Even satisfied customers occasionally run into bumps, and when it comes to Zip, the most common pain points include billing and refunds, fee transparency, and complex support cases. Some users report unexpected charges or slow refund processing, particularly when returning items or disputing payments. Others say that support for more complex issues, like credit limit decisions or account closures, can be slow and overly reliant on templated responses. Complaints have included:

• Missing or incorrect refunds.
  
  
• Confusing fees (like Zip Pay’s $9.95 monthly fee).
  
  
• Delays reaching human agents or escalations for complex queries.
  
  
• Challenges closing an account when there’s a remaining balance.
  
  

That said, Zip actively responds to 100% of negative reviews on sites like Trustpilot and encourages customers to escalate if needed.

Getting in touch with Zip is straightforward, with options that suit both urgent and non-urgent situations:

• 📞 Phone Support: Call 02 8294 2345 (Option 1) Monday to Friday, 9am–5pm AEST. Zip doesn’t offer a toll-free number, so standard call charges apply.
  
  
• 💬 Chat Support (Zigi): Use Zip’s chatbot anytime on the Help Centre or app. Zigi handles basic questions 24/7 and can connect you to a human during business hours (and Saturdays).
  
  
• 📩 Online Form: Submit a support request via the Help Centre. Ideal for non-urgent matters or if you prefer email communication.
  
  
• 📧 Email Support: For general inquiries, email hello@care.zip.co. For complaints, use complaints@care.zip.co. Include your registered email and a clear description of the issue.
  
  

Tip: Use the Zip mobile app for quick access to all support channels under the “Help Centre” section. You can also reach out via Zip’s social media (like Facebook), which may direct you to formal support.

Here’s a quick overview of Zip’s key support policies:

• Refunds: Refunds are issued by the merchant. Once processed, the money appears in your Zip account or goes toward your balance. If a merchant doesn’t cooperate, Zip’s Buyer Protection Policy may help recover the funds.
  
  
• Returns: Handled by the retailer. Zip assists only if a refund is delayed or a product is misrepresented.
  
  
• Cancellations: You can close your Zip account anytime after paying off your balance. Use the app or contact support to request closure (no cancellation fees apply).
  

• Warranty: Covered by the merchant or manufacturer. Zip may assist if a warranty return goes wrong (e.g. you're still charged after returning the item).
  
  
• Shipping: Zip only ships cards (e.g. Zip Pay Card); merchandise shipping is handled by the merchant.
  
  

Also worth noting: Zip follows the Buy Now Pay Later Code of Practice and offers support for financial hardship and family violence, ensuring customers in tough situations aren’t left behind.