Zip - Buy Now, Pay Later

User Experience Report

Week of April 9th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

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Zip - Buy Now, Pay Later

Top Insights This Week

Week of April 9th, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
Sign In
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All Insights

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TOP INSIGHTS

A weekly roundup of Zip - Buy Now, Pay Later's key feedback

1

Payment Method Limitations

A significant number of users are frustrated with the limited payment method options, particularly the inability to use credit cards, which affects approximately 15% of users. This limitation has led some users to consider switching to competitors like Klarna and Afterpay.

I used to love this app, but now I can only use debit cards, so I'm going back to Klarna and Afterpay.

2

Customer Service Issues

Many users report dissatisfaction with customer service, citing unresponsiveness and lack of resolution, affecting around 20% of users. This has led to feelings of being ignored and unvalued, with some users experiencing ongoing issues without adequate support.

I contacted customer service multiple times about unauthorized charges, but no one took real action to resolve the issue.

3

Technical Glitches

Users have experienced frequent technical issues, such as app freezing and errors, impacting approximately 10% of users. These glitches hinder the shopping experience and have led to frustration and consideration of alternative services.

The recent update causes errors and the support screen just freezes, making the app difficult to use.

4

Refund and Overcharge Problems

A portion of users, about 5%, have faced issues with refunds and overcharges, leading to distrust and dissatisfaction. These users report difficulties in receiving refunds and resolving billing discrepancies.

I was overcharged and never received my refund despite multiple conversations and proof provided.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Afterpay
Afterpay receives overwhelmingly positive feedback for its ease of use and convenience, allowing users to make purchases without immediate financial strain. Users appreciate the clear payment terms and the ability to manage payments easily, with many praising the app for its reliability and helpful customer service.

#2 RUNNER UP

Zip - Buy Now, Pay Later
Zip receives mixed feedback, with many users praising its flexibility and convenience for managing payments, especially in emergencies. However, some users report issues with customer service and technical glitches, leading to frustration and dissatisfaction.

#3 Straggler

Klarna
Klarna is appreciated for its flexible payment options and ease of use, allowing users to manage purchases effectively. However, some users experience technical issues and customer service challenges, which detract from the overall experience.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Afterpay
#1 Users Choice
Afterpay receives overwhelmingly positive feedback for its ease of use and convenience, allowing users to make purchases without immediate financial strain. Users appreciate the clear payment terms and the ability to manage payments easily, with many praising the app for its reliability and helpful customer service.
Zip - Buy Now, Pay Later
#2 Runner-up
Zip receives mixed feedback, with many users praising its flexibility and convenience for managing payments, especially in emergencies. However, some users report issues with customer service and technical glitches, leading to frustration and dissatisfaction.
Klarna
#3 Straggler
Klarna is appreciated for its flexible payment options and ease of use, allowing users to manage purchases effectively. However, some users experience technical issues and customer service challenges, which detract from the overall experience.

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Nuggets

Major Highlights of the Week

Security Breach
A user experienced unauthorized access to their account after a phone number change, leading to fraudulent purchases. Despite multiple attempts to contact customer service, the issue remained unresolved, highlighting a significant security and support gap.
After my phone number changed, someone used my old number to make unauthorized purchases, and customer service failed to resolve it.
Refund Issues
A user reported being overcharged and not receiving a promised refund despite providing evidence and engaging in multiple conversations with support. This indicates a failure in the refund process and customer service responsiveness.
I was overcharged and never received my refund despite multiple conversations and proof provided.
Payment Method Limitation
A user expressed dissatisfaction with the app's restriction to debit cards only, preferring the flexibility of using credit cards as offered by competitors. This limitation may drive users to alternative services that offer more payment options.
I preferred using credit cards, but now Zip only allows debit cards, unlike Klarna and Afterpay.
System Freezes
Users experienced frequent app freezing, particularly during order placements, causing frustration and leading to canceled orders. This technical issue suggests a need for system upgrades to improve user experience.
The app keeps freezing during orders, making it impossible to complete purchases without frustration.
Customer Service Delays
A user faced significant delays in resolving a simple account update request, leading to frustration and inability to manage active orders. This reflects inefficiencies in customer support processes.
I've been trying to change my email address for months, but support hasn't helped, leaving me unable to manage orders.
Spending Limit Increases
A user criticized the app's slow and minimal spending limit increases compared to competitors, which offer more substantial and frequent increases. This could impact user retention as they seek more flexible credit options.
It takes too long to get a small spending limit increase, unlike Affirm and Klarna, which offer larger increases.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Security Breach
A user experienced unauthorized access to their account after a phone number change, leading to fraudulent purchases. Despite multiple attempts to contact customer service, the issue remained unresolved, highlighting a significant security and support gap.
Refund Issues
A user reported being overcharged and not receiving a promised refund despite providing evidence and engaging in multiple conversations with support. This indicates a failure in the refund process and customer service responsiveness.
Payment Method Limitation
A user expressed dissatisfaction with the app's restriction to debit cards only, preferring the flexibility of using credit cards as offered by competitors. This limitation may drive users to alternative services that offer more payment options.
System Freezes
Users experienced frequent app freezing, particularly during order placements, causing frustration and leading to canceled orders. This technical issue suggests a need for system upgrades to improve user experience.
Customer Service Delays
A user faced significant delays in resolving a simple account update request, leading to frustration and inability to manage active orders. This reflects inefficiencies in customer support processes.
Spending Limit Increases
A user criticized the app's slow and minimal spending limit increases compared to competitors, which offer more substantial and frequent increases. This could impact user retention as they seek more flexible credit options.

Quotes of the week

Hear from some of the most impactful users to drive changes

I had a terrible experience with this app. After my phone number changed, the person who took over my old number was able to log in and make purchases using my saved credit cards. I contacted customer service multiple times, hoping to resolve the issue, but no one took real action.
Miz994
Week of April 9th, 2025
This use to be my favorite pay in 4 app better than Klarna and Afterpay but now after they first started this app their charging fees which fine I get that was fine with me and now only option for payment methods is debit cards, I’ll just go back to using Klarna and Afterpay where I can use my credit cards.
Lilsunshine25
Week of April 9th, 2025
I loved this app but with the recent update I keep getting errors and support screen just freezes.
Shia Gibs
Week of April 9th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
I had a terrible experience with this app. After my phone number changed, the person who took over my old number was able to log in and make purchases using my saved credit cards. I contacted customer service multiple times, hoping to resolve the issue, but no one took real action.
Candice Wu
App Store
This use to be my favorite pay in 4 app better than Klarna and Afterpay but now after they first started this app their charging fees which fine I get that was fine with me and now only option for payment methods is debit cards, I’ll just go back to using Klarna and Afterpay where I can use my credit cards.
Kelly Williams
Google Play
I loved this app but with the recent update I keep getting errors and support screen just freezes.
Koray Okumus
Google Play

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