Frequently Asked questions by

Customers

GENERAL
1. What is ZoodPay? 
ZoodPay is a simple and convenient payment solution that empowers you to Buy Now and Pay Later without interest or hidden fees! 
 
2. How does ZoodPay work? 
The process is very simple: select the ZoodPay payment method on the check-out screen of our Partner’s online store, provide the necessary information and confirm it by the received SMS code – and that is it! After instant approval, the merchant will ship your order. 
If you select the ZoodPay installment payment method, we will split your order amount into 4 equal monthly installments. The first installment is processed immediately at the order’s confirmation while the others will be withdrawn from your bank card every 30 days.    
If you select the ZoodPay Pay After Delivery payment method, your bank card will be charged on the 14th day after order delivery – you can unpack first and pay later! 
ZoodPay does not apply any interest or hidden fees if payments are made on time.
 
 
3. What is ZoodPay Installment?
ZoodPay Installment is an interest-free payment solution for shopping in our Partner’s online stores that allows you to split an order amount into 4 equal installments and pay for the purchase in smaller monthly payments. For your convenience, all payments will be automatically withdrawn from the bank card that you presented to ZoodPay. The first payment is withdrawn instantly at the moment of the order’s confirmation. The second and the third and the fourth payments are withdrawn after 30 and 60 and 90 days from the order date.
4. What is ZoodPay Pay After Delivery?
ZoodPay Pay After Delivery is an interest-free payment solution for shopping in our Partner’s online stores that allows you to receive and unpack your order and pay for it 14 days later. For your convenience, the order amount, without any fees, will be automatically withdrawn from the bank card that you presented to ZoodPay on the 14th day after the order’s delivery.  
 
5. Who can use ZoodPay?
To use ZoodPay you must be at least 18 years old and have a valid local phone number as well as a bank card which is valid at least for the next 3 months.  
 
6. Where and how can I use ZoodPay?
You can use the ZoodPay payment solutions at any of our Partners’ online stores. All you need to do is to select ZoodPay at the check-out screen, confirm the provided information by the received SMS code and you will get an instant decision. After the confirmation, the merchant will ship your order. No registration is needed - once you provide your contact details, ZoodPay will create you an account where all orders and payment information are easily accessible. You can access your ZoodPay account here: https://customer.zoodpay.com/ 
 
7. Is there any limit on shopping with ZoodPay?
The maximum amount for ZoodPay purchases is USD 515 in the equivalent of the local currency. When you use ZoodPay for the first time, new-comer limit is assigned to you, but the more you buy, the higher limit you get – your limit is growing with every successful repayment! 
Limit for the purchases with ZoodPay depends on the 2 main factors:  your payment’s history in ZoodPay, 
and the ZoodPay payment solution you choose. 
Make sure all your ZoodPay payments are made on time to get the maximum limit.

 
8. Are there any fees for using ZoodPay?  
ZoodPay allows you to buy the products you want and pay for them later without any interest or hidden fees! Our income comes from our partners – the merchants - we charge them a small fee to be able to provide you a completely free service. You just choose one of the ZoodPay payment solutions (Installment or Pay After Delivery) and pay nothing extra if you keep up with timely payments as set forth in your payment plan (ZoodPay may charge late fees if you do not pay on time). 
 
9. Why wasn’t my order approved? 
The ZoodPay automatic decision-making engine assesses every order individually and takes into consideration multiple factors, such as your shopping history with Zoodpay, outstanding ZoodPay orders, general credit history, and the information you provided at the sign-up.  
If your order was not approved, we suggest checking the following: 
  •  Are there sufficient funds in your bank account for the initial installment? 
  • Make sure there is at least 1/4 of the order amount available in your account for the 1st ZoodPay payment. 
  • Have you provided a valid income* card? Try again: make sure you provide the correct card details or add another card. 
  • Is the available ZoodPay limit lower than your order amount? Decrease new order amount or repay previous order - then you will be able to place a new one. 
  • Did you have late payments for your previous ZoodPay orders?
We will reconsider your request after 1 month. Make payments on time to be able to use the interest-free ZoodPay payment solutions. 
The more orders you successfully repaid in the past, the easier is to proceed with a new order and an instant approval. 
* We recommend providing the bank card to which you receive your monthly salary to make sure your order is confirmed by ZoodPay. 
10. Does ZoodPay protect my personal information?
Your personal information security is at the center of ZoodPay’s attention – we strive to make online shopping safe and secure. We respect your right to the privacy of your data and designed our systems to prevent any unauthorized use of your personal information. For more details, please read the ZoodPay Privacy Policy - it is presented at the check-out screen every time you place an order.  
 
11. What is ZoodPay contact info? 
We are happy to help you with any ZoodPay related questions. Please contact our support team: 
  • Uzbekistan
support.uz@zoodpay.com
+9978712090075 (09:00-18:00, Monday-Friday)
  • Kazakhstan
support.kz@zoodpay.com
+77273410085 (09:00-18:00, Monday-Friday)
  • Iraq
support.iq@zoodpay.com
+9647828192741 (10:00-19:00, Monday-Sunday)
  • Jordan
support.jo@zoodpay.com
+96264296113 (09:00-18:00, Monday-Sunday)
  • Kuwait
support.kw@zoodpay.com
+96522270146 (10:00-19:00, Monday-Sunday)
  • Saudi Arabia
support.sa@zoodpay.com
+966114845821 (10:00-19:00, Monday-Sunday)
  • Lebanon
support.lb@zoodpay.com
+9614727070 (09:00-18:00, Monday-Sunday)
PAYMENTS
1. How do I know when and how much I need to pay? 
ZoodPay will send you an SMS with a payment reminder 3 days before the scheduled payment date. You can also find all order related details in the ZoodPay customer profile on the following link: https://customer.zoodpay.com/
2. When do I make my first payment?  
If you use ZoodPay Installment payment solution, the first installment will be processed immediately at the order confirmation (other payments will be withdrawn every 30 days).
If you use ZoodPay Pay After Delivery payment solution, your bank card will be charged for the full order amount on the 14th day after order delivery – you can unpack first and pay later!
3. How can I change my bank card associated with the order? 
Please login to https://customer.zoodpay.com/ using your mobile number. Go to the order detail page and click on the “Change Card” link to update your existing bank card.
4. What should I do if my payments fail?
In case your payment fails, please do the following:
  • Check if your bank card has enough funds to cover your payment amount.
  • Check if your card is open/enabled for internet purchases.
  • Check the limits on your card.
  • Log into your account, find your transaction, and press the “Pay Now” button to try to pay again.
If you are still facing a problem, please contact ZoodPay.
5. What happens if I miss the ZoodPay payment? 
If a scheduled amount is not paid on the due date, ZoodPay has a right to generate a delay fee: for the Pay After Delivery order - 25% of the order amount, for delayed installment - approximately USD 7 in the local currency equivalent. Make sure payments are done on time to avoid delay fees!
6. Can I pay before the due date? 
Yes, you can make a repayment any time before the due date - please log in to your ZoodPay account https://customer.zoodpay.com and go to the "Order detail” page. There you will find a “Pay Now” button to pay in advance. 
7. Why is my payment due if I haven’t received my order yet? 
The payment schedule for ZoodPay Installment is not related to the delivery of the order. The payment schedule is created at the moment of the order’s confirmation: the first payment is withdrawn instantly, the second and subsequent payments are withdrawn every 30 days from the previous payment’s date. 
8. Will you send me reminders before collecting the payment? 
It is in our interest to keep you updated. ZoodPay will send you several types of notifications to inform you about the date of the payments using the registered phone and email you have provided. 
9. Which payment methods are accepted by ZoodPay? 
ZoodPay accepts a variety of payment methods, which vary by country:
  • Uzbekistan: UzCard cards.
  • Kazakhstan: Visa, MasterCard cards, and local bank cards.
  • Iraq: Visa, MasterCard cards, cash payments with Zain Cash agents.
  • Jordan: Visa, Mastercard cards, and local bank cards.
  • Lebanon: Visa, Mastercard cards.
  • Saudi Arabia: Visa, Mastercard cards.
  • Kuwait: Visa, Mastercard cards, and local bank cards.
ORDER MANAGEMENT
1. When will I receive my order? 
The shipping of your order is the responsibility of the seller you purchased from. If you have delivery-related questions, please contact the seller.
2. Why haven’t I received my order yet? What should I do?
The shipping of your order is the responsibility of the seller you purchased from. If your order was not delivered, please refer to the seller’s delivery policy or contact the seller directly.
3. Why was my account charged before I received my order?
The payment schedule for ZoodPay Installment is not related to the delivery of the order. The payment schedule is created at the moment of the order’s confirmation: the first payment is withdrawn instantly, the second and subsequent payments are withdrawn every 30 days from the previous payment’s date.
RETURNS & REFUNDS
1. How can I return my order? 
If you decided to return your purchased item(s), please contact the seller and follow the seller’s return policy.
2. How can I get a refund?
In case you would like to get a refund, please contact the seller and follow the seller’s return policy. Once ZoodPay receives confirmation of your refund request from the seller, the refund will be transferred to the bank card you used to make the purchase or your future ZoodPay payments will be decreased accordingly.
3. What should I do if my purchase was delivered damaged or I got a wrong item? 
If a delivered purchase is defective or wrong, please follow the seller’s refund and return policy and contact the seller. Even if a refund request was placed, payments to ZoodPay must be done according to the schedule until a resolution is received from the seller.
4. Why am I still being charged after returning the items?
ZoodPay payments are being automatically withdrawn from your bank card on the due date until we get a refund confirmation from the seller. In case you already returned your items, please contact the seller to make sure they provided the refund confirmation to ZoodPay.
5. Why didn't I get my full refund?
Your refund request will be reviewed by the seller and in case there are non-refundable items, the seller can approve a partial refund. ZoodPay payment schedule will be re-calculated by decreasing the future payment amounts accordingly.
6. Why haven't I received my refund yet?
After your refund request is placed with the seller, the final confirmation requires some time on both the seller and ZoodPay’s sides. Once ZoodPay gets your refund request confirmation from the seller, the refund amount will be transferred to the bank card you used to make the purchase or your future ZoodPay payments will be decreased accordingly.
ACCOUNT MANAGEMENT
1. How can I create a ZoodPay account?
ZoodPay will create an account for you when you place your first order, you do not need to sign up with ZoodPay separately before using ZoodPay services.
2. How can I log in to a ZoodPay account?
After you make the first purchase, please visit https://customer.zoodpay.com/. Enter the phone number that you used to place the order. ZoodPay will send an OTP (one-time-password) to enable you to login into your ZoodPay account.
3. How can I change my ZoodPay account password?
We will be sending an OTP (one-time-password) to your mobile number on each login attempt. This is a more secure way to enable login to your account and you won’t have to remember another password. 
4. What information can I find in my ZoodPay account?
In your ZoodPay account you can find various information: dashboard with your order amounts, payment schedules, orders, and refund details as well as your personal information.
5. How can I change my bank card?
Please login to https://customer.zoodpay.com/ using your mobile number. Go to the “Order detail” page and click on the “Change card” link to update your existing bank card. 
6. How can I update my address?
ZoodPay is a payment service provider therefore if you want to change your address, please update it in the respective seller’s shop account.