Start with the purchase record
Check the merchant name, date, amount and status against your order confirmation. A merchant descriptor can differ from the shop name. A pending amount is not the same as a completed charge, and a reversal is different from a refund.
Resolve order issues with the merchant
For an undelivered item, cancellation or incorrect invoice, contact the merchant with your order number. Keep its response and any refund confirmation. If the card record still does not match the outcome, contact ZexoCard support with the transaction reference.
Separate card payments from deposits
A card-payment query concerns a purchase made using card details. A crypto-deposit query concerns funds sent to a deposit address. Include the correct reference for the issue so support can find the relevant record without mixing the two.
Frequently asked questions
Is a refund guaranteed when I raise a query?
No outcome should be assumed. Support needs the transaction details and the circumstances of the purchase to explain the available next step.