Order changes

You can make various changes to international orders once they’ve been placed. Depending on your integration with Zonos, some features may behave differently or not be available.

Order cancellation 

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.

Cancel an 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. Find 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. In the Payment section, select Cancel order.
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.

Order refunds 

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.

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 Dashbaord 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 that has already shipped using Dashboard:

1. In Dashboard, navigate to Orders → All orders.
2. Find the order you want to refund on the All orders page.
3. In the Payment details section, select Refund order.
4. Enter the refund amounts for the cart or shipping lines.
5. Select a refund reason.
6. Click Process refund.

Remove items from an order

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:

1. In Dashboard, navigate to Orders → All orders.
2. Find the order from which you want to remove items on the All orders page.
3. In the Payment section, click on Refund order.
4. Change the item quantity to the amount, taking into account the items you removed, that are getting shipped. This will automatically provide a shipping and duty/tax refund, if applicable.
5. Select a refund reason.
6. Click Process refund.

Refunded fees

Zonos refunds a portion of the fees to the retailer when a Checkout order is refunded. Of the 6% transaction fee on Checkout orders, Zonos will refund 2.1%, which is considered our transaction fee. Zonos will not refund the remaining 3.9%, which is considered the portion paid to the credit card processing company. Since funds were still exchanged via credit card, credit card companies still charge processing fees even when an order is refunded.

Add custom order numbers 

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 simply want to change the order number we display 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. If you are changing an existing order number, click on the Order number: text.
4. If you are adding a new order number, click on the Click to add order number text.
5. In the dialog that opens, enter the new order number.
6. Click Add order number.

Modify bill-to and ship-to information 

To modify the bill-to or ship-to information on an order 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 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.

Add notes to orders 

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.

Add tracking information 

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. At the top of the page, click Add tracking number.
4. Enter your tracking number in the dialog which comes up.
5. Click Save tracking number.

Change order information 

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 order number 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.