Zara App Cancels Paid Orders but Keeps $742 Payment
On December 26, 2025, I placed an order through the Zara mobile app for approximately $742 (23,000 Turkish lira converted to USD and rounded). After the payment was charged to my credit card, the order was canceled without any reasonable explanation.
After that, in order to purchase the same items again, I placed a second order on December 31, 2025. The payment for this order was also charged to my credit card, but it was once again canceled after some time. The order numbers for my canceled purchases are 540937 and 545368. Both payments were charged to my Akbank Troy credit card.
Initially, I was told that a refund would be issued within one week, but even after this period passed, no refund was credited to my account. Later, a different explanation was given, claiming that there was a “transaction error on the card” and that the information did not match.
As of now, 16 days have passed, my credit card payment due date has arrived, and I have been charged for these amounts. When I contact customer service, they do nothing beyond telling me to “wait”, without offering any concrete solution. I receive no clear or satisfactory explanation, and I cannot get reliable information about the process.
This involves a serious amount of money that was charged, associated orders that were canceled, and refunds that have not been processed for a long time, causing me both financial and emotional distress. I request that the full amount of $742 for each of these two orders be refunded to my Akbank Troy credit card without delay, based on the cancellation dates, and that I be given a clear explanation as to why I was not properly informed during this process.
I ask that this issue be resolved urgently and that the refund process be expedited.
