Order details

View essential order details in the slide-over panel.

Access customer information and API responses through dedicated tabs:

• Customer: View shipping and billing information, including email and phone number.
• API response: Review order details with collapsible sections and expandable views. Use the Collapse all button to quickly navigate through the API response, or click the arrow icon to expand the view into a larger panel.

On the order details page, you can toggle between the shopper's currency or your store's billing currency, which is USD. By default, the amounts are displayed in your store's billing currency. To change the default currency to the shopper's currency:

1. Click on your profile name in Dashboard.
2. Select Manage account.
3. Click Preferences.
4. In Default order currency, select Shopper currency.

Orders are organized by shipments. Each shipment contains its own set of items and has its own fulfillment status. For each shipment, you can:

• View the items included in that shipment
• See the shipment's fulfillment status
• Add a tracking number manually
• Create a shipping label

If an order has multiple shipments, each shipment will be listed separately with its own items and controls.

When creating a shipping label, you can which items are in a shipment. If not all items are included in the first shipment, you can create additional shipments.

If you only want to ship a few items do this.

Within a shipment, each item displays essential information used for landed cost calculations. The main details show the product name, item key (SKU or product ID based on your Catalog settings), country of origin, HS code, weight, dimensions, and promo code. On the right side, you'll see the item's price and quantity. Click to expand the item details to view additional metadata including category, brand, material, color, and customization details.

The order subtotal shows a summary of the order.

Note: Platform differences affect how discounts appear:

• Zonos Checkout: Discounts show as a line item with the promo code name next to the discounted amount.
• Shopify: Since discounts are managed in Shopify, we only receive the final discounted amount. The discount and promo code will not be displayed in Dashboard.

The shipping section shows the service level selected by the shopper, along with the chargeable weight calculated from the shipment's weight and dimensions. The total shipping cost is displayed next to this information.

Click the shipping cost to expand the details and view a complete breakdown of all carrier charges:

• Negotiated rates (for FedEx, UPS, DHL, and USPS)
• Surcharges (e.g., fuel, residential, etc.)
• Adjustments

Note: If you've connected your 3PL's carrier account, the shipping breakdown may be limited. Some 3PLs request that we hide their rate details to keep their pricing structure confidential. In these cases, you'll still see any rules or buffers you've added to the shipping price, but the 3PL's specific rates and discounts won't be visible.

Click on the Duties, taxes, and fees section to view a detailed breakdown of each as shown in the example below. If duties, taxes, and fees were only estimated in the checkout for the order (not collected), they will not appear in the order details, as they were not part of the order.

Duties

Duties are calculated based on the duty rate assigned to each item. To account for multiple duty rates, the breakdown shows separate sections for each unique duty rate:

• Multiple duty rates example: Each item's duty is calculated by applying its specific duty rate to its value
  • Example: Order with items totaling $193.13
    • 18% duty rate section:
      • Item A: $91.44 × 18% = $16.46 duty
    • 17% duty rate section:
      • Item B: $101.69 × 17% = $17.29 duty
    • Total duty: $33.75

Taxes

Taxes are calculated based on the tax type and rate for the destination country. Different regions have specific tax types: European Union uses VAT (Value Added Tax), Canada uses both HST (Harmonized Sales Tax) and GST (Goods and Services Tax), and Australia also uses GST. Tax calculations include the product value, shipping costs, and any duties paid on the order.

• Example: Canadian order with GST (5%)
  • GST section (5%):
    • Advancement: $4.17 × 5% = $0.21
    • Items: $193.13 × 5% = $9.66
    • Duty on items: $33.75 × 5% = $1.69
    • Total GST: $11.56

Fees

Fees are organized into three main categories: country fees, carrier fees, and Zonos fees. Country fees include customs processing fees, import handling charges, and country-specific regulatory fees. Carrier fees cover customs clearance, documentation, and special handling charges. Zonos fees include the Landed Cost guarantee fee (when applicable), platform integration fees, and service fees.

• Example: Order with various fees (Total: $15.32)
  • Carrier fees:
    • UPS Canada Expedited Bond/Disbursement Fee: $4.17 (1.85% of duties & taxes)
    • UPS API: Fuel surcharge: $0.60
    • UPS API: Peak season: $0.60
  • Country fees:
    • FX forwarding premium: $2.61 (4% of converted amount)
  • Zonos fees:
    • Landed Cost Guarantee: $8.54 ($2 + 10% of duty and tax total)
    • Duty and tax forwarding surcharge: $0.00 (waived)

Non-guaranteed orders: A merchant using our guarantee can still have orders that are not guaranteed if they choose to allow estimations at checkout. When landed costs are estimated at checkout, but not collected, the customer will be asked to pay these costs upon delivery. To allow Zonos to guarantee all of your orders, always collect any duties and taxes due at checkout.

Orders under the de minimis threshold don't have duties or taxes due. How this appears in the order depends on whether the landed costs are guaranteed:

• Guaranteed landed costs: Orders where we calculated that there are no duties or taxes will show a line item for Duties, taxes and fees with a 0 value. This calculation that no duties or taxes are due is guaranteed, and therefore has been "paid." If duties and taxes end up being assessed, Zonos will pay them.
• Non-guaranteed landed costs: Orders that are not guaranteed and that did not have duties or taxes due don't show a line item for Duties, taxes, and fees in the order breakdown, since they were not collected as part of the order. The 0 calculation is only an estimate of what can be expected upon delivery.

Some orders may show a platform variance between the item and cart subtotal. If this occurs, there will be a small tooltip next to the cart subtotal to flag there is a variance. The variance occurs when there's a difference between the order total calculated by Zonos and the final amount charged to the customer in the ecommerce platform.

Common causes of variance

The variance can result from several factors:

• Line item discounts not shared during quote generation (most common)
• Shipping insurance costs
• Shipping discounts or buffers added in Shopify
• Additional taxes from other apps
• Platform currency conversion fees
• Platform payment processing fees
• Price rounding differences

Discounts for Shopify Plus merchants: Shopify Plus merchants that have the Zonos duty tax plus features enabled receive discounted amounts directly. As a result, variances are rare and typically only occur due to minor rounding differences between Shopify's currency conversion and Zonos's calculations.

Understanding variance types

Negative variances

Negative variances occur when Zonos's calculated total is higher than the platform's total. This commonly happens when coupons are applied at checkout but not shared with Zonos.

Positive variances

Positive variances occur when Zonos's calculated total is lower than platform's total. This often happens due to platform's price rounding rules, where they round converted values to the most common denominator for each currency.

How variances are handled

When a variance occurs, Zonos distributes it proportionally across items to ensure accurate customs calculations. For example, if there's a $3 variance across 2 items, $1.50 is applied to each item.

On commercial invoices, Zonos ensures the order total matches the platform's total while using our calculations for billing. This approach is necessary to guarantee landed costs and handle any duties, taxes, and fees that may be due.

The variance in Dashboard ensures the displayed total matches the platform's total.