Before contacting Zopa, you should get in touch with the merchant who has taken the payment you want to dispute. in most cases, you’ll be able to get the issue sorted faster by speaking to them directly.  

If you haven’t been able to resolve things with the merchant, please give us a call. You’ll need to confirm the following details when you do:  

• The payment has been processed in full. If it's marked as ‘pending’ in your list of transactions, we won’t be able to help you yet.  

• You’ve already attempted to resolve the issue with the merchant directly.  

• You’ve not already received a refund from the merchant, and there’s not a refund pending for this transaction. Your dispute won’t be successful if there’s already a refund processed or pending.