What constitutes a dispute at Zinia?

Types of issues

At Zinia, we believe that most issues arise due to a misunderstanding or mistake.
The following are examples of issues that can lead to a dispute being opened:

A customer has been asked to pay for an order they haven’t received due to it been mistakenly recorded as being delivered.
Users don’t recognise the purchase due to fraud or identity theft.
A purchase has been made by a person who lacks the legal capacity required to do it.
A collection cost has been mistakenly charged.
Customer payment-related issues, usually involving payments where collection costs have been applied.
Problems regarding the handling of returns.
Problems regarding payments made directly to the merchant (breach of contract).

Dispute Management Process with merchants

Phase 1

In an attempt to avoid disputes from being opened, we always encourage customers to contact the merchant directly to see if the issue can be resolved without the need for arbitration by Zinia. Furthermore, we always inform customers of the different options available to them, including the option of returning items they are not happy with.

If customers are unable to resolve the issue after contacting the merchant, we will ask them for the information required to start our investigation.

Phase 2

Once we have received the information required from the customer, we will investigate the circumstances and, if necessary, place the order on hold until a decision has been made following the arbitration process.

Our team determines the validity of the dispute and will contact the merchant if additional information is required. Any information provided could help us resolve the dispute quicker.

How can a dispute be resolved quicker? As always ... evidence is everything.

Reason	Type of evidence	Expected information
Order not received.	Proof of delivery by the delivery company.	We need you to send us all the information that the delivery company gave you regarding the delivery: Delivery date and time. Customer name and signature recorded by the delivery company. Delivery address recorded by the delivery company. DNI (National ID number)/NIE (Foreigner’s ID number)/passport (applicable to Spain only). If collection by a third party was recorded, the details relating to said person and their DNI/NIE/passport must be included (in the case of Spain). If, according to the delivery company, delivery was made to a pick-up point, the details provided by the company about the person who picked up the products must be included.
Issues returning the order – item is not as expected.	Any document stating the reason why it cannot be returned and/or any communication with the customer explaining such reasons.	Any evidence indicating how the situation has arisen and/or any communication with the customer explaining it.
Payment made directly to the merchant.	Receipt or proof of payment.	Any proof that the customer either made or failed to make the corresponding payment.

Reason

Type of evidence

Expected information

Order not received.

Proof of delivery by the delivery company.

We need you to send us all the information that the delivery company gave you regarding the delivery:

Delivery date and time.
Customer name and signature recorded by the delivery company.
Delivery address recorded by the delivery company.
DNI (National ID number)/NIE (Foreigner’s ID number)/passport (applicable to Spain only).
If collection by a third party was recorded, the details relating to said person and their DNI/NIE/passport must be included (in the case of Spain).
If, according to the delivery company, delivery was made to a pick-up point, the details provided by the company about the person who picked up the products must be included.

Issues returning the order – item is not as expected.

Any document stating the reason why it cannot be returned and/or any communication with the customer explaining such reasons.

Any evidence indicating how the situation has arisen and/or any communication with the customer explaining it.

Payment made directly to the merchant.

Receipt or proof of payment.

Any proof that the customer either made or failed to make the corresponding payment.

This evidence list is for guidance purposes only and is not exclusive. If you have any other information that you think can help us improve the resolution time and your experience, please send it to us as soon as possible.

Phase 3

Once all the information required from the merchant and the customer, where appropriate, has been collected, our Zinia support team will make a decision based on its investigation.

If it finds in favour of the customer, the dispute may have a financial impact, e.g., return of the invoice due to breach of contract. This will be reflected in the corresponding settlement.
If it finds in favour of the merchant, the customer payment process will be taken off hold and the order will continue as usual.
In the event that the dispute does not involve the merchant, e.g., the dispute regards collection costs, it will be resolved between the customer and Zinia.

Resolution times

At Zinia, we want to give both customers and merchants the best support possible. When a dispute has been opened, the Zinia team investigates the situation and makes a decision based on the information provided by both parties, where appropriate. As such, it may take up to 45 days to resolve the dispute.

Dispute fees

Market	Dispute fee
Germany, Spain, Italy, France, Belgium, Netherlands, Finland	€15
UK	£15
USA	$15