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.
Retailers who use our guarantee with the Duty and Tax (Landed Cost) plugin cannot cancel orders on their own. Reach out to our support team if you need to cancel an order.
To cancel an order (and optionally refund the entire order at the same time):
Orders cannot be canceled when marked as “shipped.” The shipping label must be voided to cancel the order.
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.
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.
To issue a partial refund for an order that has already shipped using Dashboard:
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:
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.
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:
Modifying this information could impact fraud protection if using Zonos' checkout, or the initial duty and tax quote.
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 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:
Most order information can be edited, but doing so might affect coverage:
See Zonospolicies and agreements.
Order changesLearn how to manage orders in 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.