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.
Orders cannot be canceled once marked as “shipped.”
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.
To issue a partial refund for an order that has already shipped using Dashboard:
To remove an item from an order using Dashboard:
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.
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:
To modify the bill-to or ship-to information on an order using Dashboard:
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:
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:
To manually add a tracking number to an order:
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.