Order changes 

Manage orders in Zonos Dashboard.

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 Zonos Dashboard. Once an order has been canceled, it cannot be undone, and funds cannot be recaptured once completed.

Cancel an order

1. Log in to Dashboard.
2. Navigate to Orders → All orders.
3. Find the order you want to cancel on the All orders page.
4. In the Payment details 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 cancellation email to customer option.
7. 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.

A refund processed through your ecommerce platform will not trigger a refund on our end. You must refund these orders through Zonos Dashboard. Failure to do this may result in a chargeback dispute and associated fees.

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.

Removing items from an order

To remove an item from an order using Dashboard:

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 details 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.

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.

Adding 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.

Adding 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. Additionally, the following compatible shopping cart platforms using our Duty and Tax apps support syncing tracking information back into Dashboard:

• Zonos Checkout for Magento
• Zonos Checkout for Miva
• Zonos Duty and Tax for Shopify
• Zonos Duty and Tax for BigCommerce

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.