Question 1

How can I cancel an order?

Accepted Answer

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. You can cancel an order without refunding the order.

Question 2

How can I refund an order?

Accepted Answer

Orders with payments processed through Zonos can be refunded, either in whole or in part, 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 three-five business days to show up on their statements. You can refund a portion of an order without canceling the order.

Question 3

How can I add custom order numbers?

Accepted Answer

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 we display to something else, you can do so within Dashboard.

Question 4

How can I modify bill-to and ship-to information?

Accepted Answer

To modify the bill-to or ship-to information on an order using Dashboard, you can find the order you want to change on the All orders page, click the Edit button next to either the Ship to or Bill to sections, modify the billing or shipping information in the dialog that opens, and click Save details.

Question 5

How can I add notes to orders?

Accepted Answer

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.

Question 6

How can I add tracking information?

Accepted Answer

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.

Question 7

How can I change order information?

Accepted Answer

Most order information can be edited, but doing so might affect coverage. You can edit the shipping and billing addresses, product information, and weight.

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