Cancel an order

Canceling an order in the Zonos app is a simple process. When an order is canceled, funds are credited back to the customer’s account.

To cancel an order, follow the steps below:

  1. Select the order number you want to cancel to go to the order details page.

  2. Click on the “CANCEL” order button on the upper-right side.

  3. Select one of the four options in the “Reason” drop-down box.

  4. Enter a note, if desired (optional). The note will be tied to the order but for internal purposes only; this will not be seen by the customer.

  5. Check the box if you want an email sent to the customer. If Zonos sends cancellation emails on your behalf, this will happen automatically.

  6. Click the red CANCEL button, then confirm the cancellation.

order cancellation


Once an order has been canceled, it cannot be undone and shall be final. Funds cannot be recaptured once completed. Orders may need to be canceled on your eCommerce platform in addition to canceling within the Zonos app, depending on the extension or integration with Zonos. Depending on the customer’s bank and country the order was placed, funds may take 3-5 business days before showing up on their statement.