How Can I Recover Funds from a Mistaken Transfer on Ziina?
Accidentally transferring funds to the wrong recipient can be stressful, but Ziina offers several options to help you recover your money. Below is a step-by-step guide to address mistaken transactions effectively.
1. Contact the Recipient Directly via Ziina
Ziina’s platform allows you to reach out to the unintended recipient directly. Follow these steps:
Use Ziina’s “Request Payment” feature.
Select the recipient by their ZiiName, contact, or phone number.
Send a payment request, specifying the transfer amount and providing a reason for the request (e.g., mistaken transaction reference, explanation).
The recipient will receive a notification about your request and can opt to return the funds via the app.
2. When the Recipient Doesn’t Respond
If the recipient fails to respond to your payment request, you can escalate the matter with Ziina Support by providing these details:
The recipient’s ZiiName
Relevant transaction details
Your card’s last four digits (if necessary)
Ziina Support will attempt to contact the recipient on your behalf. While Ziina cannot directly reverse transactions, they facilitate communication efforts to encourage the recipient to refund the money.
3. Understanding Ziina Support's Role
After contacting Support, they will follow up with you regarding the recipient’s response. If the recipient agrees to refund the transfer, Ziina helps process the return to your account. However, direct transaction reversals are not possible through Ziina.
4. Privacy Limitations: Ziina Cannot Share Contact Information
Due to strict confidentiality policies, Ziina cannot disclose personal or contact details of other users. If direct communication with the recipient is not possible, proceed with other available remedies.
5. Dispute Process for Unresolved Cases
For situations where:
The recipient remains unresponsive
Or the transaction cannot be resolved through the app
You are advised to initiate a formal dispute with your bank. Ziina will cooperate with your bank and provide the necessary transaction information to assist in the dispute process. Please note, Ziina cannot issue refunds independently in such cases.
6. Tips to Prevent Future Mistakes
Always double-check recipient details (ZiiName, phone number, etc.) before confirming transactions.
Avoid rushing through payment processes to minimize errors.
Additional Notes
Ziina cannot guarantee that funds will be recovered but strives to assist effectively within its policies.
Always keep a record of your communications and transaction details for reference.
For further assistance, contact Ziina Support via the app or refer to our Help Center for additional resources.