Manage orders

Canceling an order provides a way to stop the fulfillment process and refund the customer. This is useful when:

• A customer requests to cancel their order before it ships.
• You need to cancel an order due to inventory issues.
• You need to correct an order with incorrect information.

Orders processed through Zonos can be canceled via Dashboard. Once an order has been canceled, it cannot be undone, and funds cannot be recaptured once completed.

Cancellation Requirements

• Shipped orders: Orders cannot be canceled when marked as "shipped." The shipping label must be voided to cancel the order.

• Refunds with cancellations: When you cancel an order, a full refund will be automatically processed in the shopper's currency paid at checkout. This refund cannot be undone once completed.

• Canceling orders through your ecommerce platform for Zonos Checkout: For orders processed through Checkout, you must cancel through Dashboard or use the orderCancel API endpoint. Otherwise, the order and payment will remain active in Zonos. See our API documentation for details.

• Duty and Tax app users: If you use a Duty and Tax plugin, you must cancel orders through your ecommerce platform since Zonos doesn't process the order payment and cannot update the order status in your system. When you cancel an order in your ecommerce platform, the cancellation will automatically sync and update the order status in Dashboard.

How to cancel an order

1. Go to Dashboard -> Orders -> All orders.
2. Select the order you want to cancel on the All orders page. You can use the search bar or the filter in the top right.
3. Click More actions near the top, then select Cancel order from the dropdown menu.
4. Add a note stating the reason for cancellation.
5. Click Cancel order and confirm when prompted Are you sure?

The cancellation will automatically process a full refund to the customer in their original checkout currency. The order status and order detail page will be updated and show Canceled as the order status.

Refunds give you flexibility to handle customer returns and issues. You can refund an entire order or specific parts of an order such as the items, shipping cost, or duties, taxes, and fees.

This helps you maintain customer satisfaction while managing your international orders effectively. For example:

• If a package was delayed in transit, you can refund just the shipping cost.
• If a package was missing an item, you can refund the amount of the item.
• If a package was damaged in transit, you can refund the full amount.

Refund Processing and Currency Conversion

Orders with payments processed through Zonos can be refunded through Dashboard. Once an order has been refunded, it cannot be undone. Based on the customer's bank and country where the order was placed, funds may take 3-5 business days to show up on their statements.

When processing a refund, you'll see a currency toggle in the refund dialog that allows you to:

• View and enter refund amounts in USD (your store's billing currency)
• View and enter refund amounts in the shopper's original checkout currency

The toggle will default to your preferred currency setting from your Dashboard preferences. If you process a refund in USD, Zonos automatically converts the amount to the shopper's currency using the exchange rate at the time of the order, ensuring they receive exactly what they paid, mitigating any currency fluctuations.

Refunding through your ecommerce platform: A refund processed through your ecommerce platform will not trigger a refund in Zonos automatically. Since Checkout processes your order payments, you must refund these orders through Dashboard or use the orderRefundCreate API endpoint to trigger a refund in Zonos from your ecommerce platform. For more details, see our API documentation.

Credit card processing fees: Refunds will always be issued in the currency paid at checkout. Zonos refunds a portion of the Checkout order transaction fee to the retailer in case of cancellation or refund. The portion of the fee paid to the credit card processing company is non-refundable due to processing fees incurred.

Full refunds

If you want to refund an order in its entirety and it has not shipped yet, we recommend canceling the order, as this will trigger a full refund.

To cancel an order:

1. In Dashboard, navigate to Orders -> All orders.
2. Click into the order you want to refund.
3. In the order details, click More actions near the top, then select Cancel order from the dropdown menu. You can then toggle from USD to the foreign currency paid at checkout. The toggle will default to the default currency selected in your Dashboard preferences.
4. Click Cancel order and confirm when prompted Are you sure?

To issue a full refund by canceling an order:

1. In Dashboard, navigate to Orders -> All orders.
2. Select the order you want to refund on the All orders page. You can use the search bar or the filter in the top right.
3. In the order details, click More actions near the top, then select Cancel order from the dropdown menu.
4. Select the reason for the cancellation. You can add an optional note providing more details for the cancellation.
5. Click Cancel order and confirm when prompted Are you sure? The shopper will then receive a cancellation email.

The cancellation will automatically process a full refund to the customer in their original checkout currency.

Full Refund for Shipped Orders

If you want to refund an order in its entirety and it has already shipped, follow the steps for a partial refund but refund the entire amount.

Partial refunds

To issue a partial refund for an order using Dashboard:

1. Go to Dashboard -> Orders -> All orders.
2. Select the order you want to refund on the All orders page. You can use the search bar or the filter in the top right.
3. In the order details, click More actions near the top, then select Refund order from the dropdown menu.
4. Enter the amounts of the cart subtotal, shipping, and duties/taxes that you would like to refund.
5. Select a refund reason.
6. Click Process refund in the top right then select Confirm refund.

Remove items from an order: If you want to remove an item from an order, you can do so by removing the item from the order when you print your label from Dashboard.

For most integrations, Zonos automatically syncs your platform order numbers to Dashboard. However, you can manually edit or add a platform order number if your platform doesn't sync with Dashboard.

To edit order number using Dashboard:

1. Go to Dashboard -> Orders -> All orders.
2. Find the order you want to change on the All orders page and click on it.
3. Click Edit next to the Order number. If there is no order number, click Add order number instead.
4. Enter the new or updated order number.
5. Click Save.

If you prefer to modify this information on the original order, follow the steps below to modify the bill-to or ship-to information on an order:

1. Go to Dashboard -> Orders -> All orders.
2. Find the order you want to change on the All orders page and click on it.
3. Click the Edit button next to either the Ship to or Bill to sections.
4. Modify the billing or shipping information in the dialog that opens.
5. Click Save details.

You can manually add a tracking number to an order within Dashboard, which will set your order's status to Shipped and allow you to link your order up with its associated shipment.

If you print shipping labels from Dashboard, the tracking number is automatically added to the order in Dashboard when the label is generated. Additionally, most Zonos integrations automatically sync tracking both from Dashboard to the shopping cart platform, and from the platform to Dashboard.

To manually add a tracking number to an order:

1. Go to Dashboard -> Orders -> All orders.
2. Find the order to which you want to add tracking information and click on it.
3. Click Add tracking number (next to the Create label button).
4. Enter your tracking number in the dialog which comes up.
5. Click Add tracking number.

Zonos supports adding notes to orders to attach additional information to each order. Order notes will be visible to everyone on your team within Dashboard but not to your customers.

To add notes to an order using Dashboard:

1. Go to Dashboard -> Orders -> All orders.
2. Find the order to which you want to add notes on the All orders page and click on it.
3. In the Activity section at the bottom of the page, enter your note in the textbox.
4. Click Add note.

Most order information can be edited, but doing so might affect coverage:

• Address information—You can edit the shipping and billing addresses on the order page by clicking Edit to the right of either. Doing so will update the shipping address when printing a label. You can also adjust the shipping address during label creation. Adjusting the address may void our fraud protection, since only the original address was approved by our fraud protocols.
• Product information—Product information is recorded on the order page. You may edit your product information during label creation if needed, but changing the HS code or price may void our guarantee, as it could affect the amount of duties and taxes due.
• Weight—The Estimated weight displayed right below the shipment information cannot be edited - it is the weight that was used to quote shipping costs (the greater of the physical and dimensional weight). However, the weight can be adjusted during label creation. Adjusting the weight will not void any coverage by Zonos, but it may make a difference in your shipping bill from your carrier.