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What is this “ZAI” payment on my card or bank account?

Zai is an Australian payments technology provider that helps many businesses process payments and manage payment workflows.

If you see a payment on your card or bank statement that includes the word “ZAI” or “Zai” (and you’re not a business customer paying your Zai fees) it usually means the payment was processed by one of Zai’s customers through our payment platform.

Why does “ZAI” appear on my statement?

Payments processed through Zai must include the name “Zai” in the transaction description for regulatory reasons.

Even though Zai appears on your statement:

  • Zai did not initiate the payment
  • Zai is not the biller or merchant
  • Zai does not decide what you were charged or why

Zai simply provides the underlying payment technology used by the business you paid.

Understanding the payment description

The word “ZAI” is usually followed by additional letters or numbers that identify the business that processed the payment and may include a payment reference.

Example:
ZAI*ACME 012345

This typically indicates:

  • ACME is the biller or merchant
  • 012345 may be a payment or account reference

If you recognise the biller name, you should contact that business directly if you have questions about the charge.

Best course of action: Contact the biller or merchant

If you recognise the merchant or biller name that appears after “ZAI” on your statement, and you still have questions about the charge, the best step is to contact the biller directly, as they can explain why the payment was made.

I don’t recognise the biller name

If you don’t recognise the business name or the transaction on your statement, you have a few options:

Option 1: Contact your bank, issuer, or institution

You can contact your bank, card issuer, or financial institution to query the transaction.

They may advise you to raise a chargeback, claim, or dispute. Before doing so, please make sure you are confident that you do not recognise the biller or the charge.

Option 2: Contact Zai

You can contact Zai and we will help identify the biller or merchant associated with the payment and ask them to get in touch with you.

Please include:

  • Your full name
  • Phone number
  • Email address
  • Details of the unknown payment:
    • Payment Date
    • Exact Amount
    • Full text of the line item from your statement
    • Either
      • LAST 4 DIGITS of your card number ONLY (DO NOT send us your full card number)
      • LAST 4 DIGITS of your bank account number ONLY (DO NOT send us your full BSB and account number)