Disputes and refunds work differently depending on whether you're using a Premium Visa Card or a non-reloadable card. This article covers the most common scenarios and what to expect.

If you've returned a product or a merchant has agreed to refund you, the refund is typically processed back to the card you used for the original payment.

For Premium cards, merchant refunds usually appear on your card within 5-10 business days. If a refund is declined or doesn't appear, it may be because the merchant has been flagged by the card issuer's risk system. In this case, contact our support team with the merchant name and transaction details and we can request the issuer to whitelist the merchant so the refund can be processed. Once whitelisted, ask the merchant to re-process the refund.

For non-reloadable cards, refunds depend on the third-party supplier's policies. Some non-reloadable cards can receive refunds; others cannot. If a merchant attempts to refund a non-reloadable card and it's declined, you may need to ask the merchant for an alternative refund method (such as store credit or a different card).

Sometimes a transaction may fail or be declined at the merchant, but the amount still appears to be deducted from your card balance. These are called pending authorizations, and they happen because the merchant's payment system reserved the funds before the transaction was completed.

In most cases, pending authorizations are automatically released back to your card within 3-5 business days. If the funds haven't been returned after 5 business days, contact support with the transaction details and we'll investigate with the card issuer.

If you see transactions on your card that you didn't make, take these steps immediately:

The dispute process typically takes 5-10 business days for the issuer to investigate. We'll keep you updated throughout. The issuer will determine whether the funds are returned based on their investigation.

For non-reloadable cards with unauthorized transactions, the process is similar but may take longer since these are managed by third-party suppliers. Contact support and we'll work with the supplier to file the dispute.

If you've been charged twice for the same transaction, contact support with the order ID or transaction IDs for both charges. We'll verify the duplicate with the card issuer and process a reversal for the extra charge. This usually takes 3-5 business days once confirmed.

If you paid for a card (Premium or non-reloadable) but the card was never issued, you're entitled to a refund. Contact support with your order ID and the email address used. For crypto payments, we'll need a wallet address (typically BEP20 or TRC20) to send the refund to. Refunds for failed orders are processed as quickly as possible once confirmed.

Occasionally, a transaction or top-up may be flagged by the card issuer's compliance system. This can happen if the source of funds is associated with certain activities (such as gambling platforms) or if the transaction triggers risk checks. If your transaction is flagged, our support team will explain the reason and advise on next steps. In some cases, funds may be returned to the source address.

It's important to understand that once a crypto payment is sent on the blockchain, it cannot be reversed. This is a fundamental property of blockchain transactions and not something Zypto can change. Always double-check amounts, wallet addresses, and the correct blockchain network before confirming a transaction.

If you sent crypto to the wrong address or on the wrong chain, contact support as soon as possible. Depending on the situation, recovery may or may not be possible, but we'll do our best to help.

To help us resolve your issue as quickly as possible, please have the following ready:

Our support team is available 24/7 in most regions. For urgent issues like unauthorized transactions, please mention this when you contact us so we can prioritize your case.