If something's not quite right with a purchase you recently made with your Zable card, the first step would be to contact the merchant to give them the opportunity to resolve the issue for you. Please ensure that your communication with the merchant is in writing (e.g. email) as we require proof of the correspondence to be able to investigate this for you
If the merchant is not able to help or does not respond after two working days, please send across proof of the correspondence to cards@zable.co.uk along with a proof of purchase. This can then be reviewed by our Disputes team to see if we require further information.
Alongside this, please attach a screenshot of the transaction(s) as it appears in the Zable App, ideally of the screen that shows when you click on the transaction.
Please note that if you are looking to raise a dispute as goods haven't been received, we do need to wait two weeks from the date of the transaction to allow the merchant time to either deliver the goods or to contact you to make alternative arrangements.
After receiving your evidence, our Disputes team will confirm if they can raise a dispute. The Dispute process can then take up to 30 days. If your dispute is successful, we will refund your money and let you know. If the merchant turns down your claim, we will get in touch to discuss the next steps or to request further evidence to continue your dispute.