Order changes

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.

• Refunded orders: When cancelling an order, you can either refund the order in full, or cancel without refunding.
• Shipped orders: Orders cannot be canceled when marked as “shipped.” The shipping label must be voided to cancel the order.
• Duty and Tax app users: Canceling orders directly in Dashboard isn't supported when you use our Duty and Tax (Landed Cost) plugin in combination with our guarantee. Instead, you should initiate order cancellations through your ecommerce platform. When you do, the cancellation will automatically sync to Dashboard.
  • If you must cancel an order within the Dashboard directly, contact our support team. They can assist you with the cancellation, but keep in mind that it won't sync with your ecommerce platform.

Cancel order

To cancel an order (and optionally refund the entire order at the same time):

1. Log in to Dashboard.
2. Navigate to Orders -> All orders.
3. 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.
4. Click More actions near the top, then select Cancel order from the dropdown menu.
5. Add a note stating the reason for cancellation.
6. By default, orders are canceled without sending an email notification to the customer. If you wish to notify them, you can check the Send cancelation email to customer option.
7. If you do not wish to refund your customer, select Cancel without refunding. If you want to refund your customer in full, uncheck Cancel without refunding.
8. Click Cancel order and confirm when prompted Are you sure?

If you removed an item from an order and want to refund your customer for that item, you can do so using the steps below. This does not adjust the order, only the payment. You will still need to remove the item from the order when you print your label from Dashboard. To refund the cost of an item and its associated landed cost:

1. In Dashboard, navigate to Orders -> All orders.
2. Select the order you want to refund on the All orders page.
3. Click More actions near the top right, then select Refund order from the dropdown menu.
4. Enter the value of the item(s), shipping, and duties and taxes that you would like to refund in the cart subtotal.
5. Select a refund reason. You can enter a optional note that will display on the order detail page.
6. Click Process refund in the top right and then click Confirm refund

Orders with payments processed through Zonos can be canceled for a refund or refunded partially or in full, via 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. You can refund a portion of an order without canceling the order.

A refund processed through your ecommerce platform will not trigger a refund on our end. Since Checkout processes your order payments, you must refund these orders through Dashboard to return funds to your customer. Failing to process the refund in Dashboard could lead to a chargeback dispute and associated fees.

Full refunds

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

Partial refunds

To issue a partial refund for an order using Dashboard:

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 Refund 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. 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.

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.

For most integrations, Zonos will automatically attempt to sync order numbers between your ecommerce platform and Dashboard. For cases where this is not happening or where you want to change the order number displayed to something else, you can do so within Dashboard.

To edit an order number using Dashboard:

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

Modifying the bill-to or ship-to information could cause a discrepency in landed cost. Additionally, it could impact fraud protection if using Zonos Checkout. To keep fraud protection in place and to recalculate landed costs, cancel the original order and re-order with the updated information. 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. In Dashboard, navigate to Orders -> All orders.
2. Find the order you want to change on the All orders page.
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.

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. In Dashboard, navigate to Orders -> All orders.
2. Find the order to which you want to add notes on the All orders page.
3. At the bottom of the page, enter your note in the Enter note textbox.
4. Click Add note.

You can manually add a tracking number to an order within the 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 out of Dashboard, tracking information is automatically added to 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. In Dashboard, navigate to Orders -> All orders.
2. Find the order to which you want to add tracking information.
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.

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 when creating a label. Adjusting the weight will not void any coverage by Zonos, but it may make a difference in your shipping bill from your carrier.