Zonos App User Guide

Cancel an order

Cancelling an order in the Zonos App is easy to do. When an order is cancelled, funds are credited back to the customers account. To cancel an order, follow the steps below:

  1. Click on the “CANCEL” order button on the upper right side of order details page.
  2. Select one of the four options in the “Reason” drop down box.
  3. Enter note (optional). This will be tied to the order but for internal processes only and will not be seen by the customer.
  4. Select if you want an email sent to the customer. If Zonos sends cancellation emails on your behalf, this will happen automatically.
  5. Click the red “CANCEL” button and confirm the cancellation.

order cancellation

Note

Once an order has been cancelled, it cannot be undone and is final. Funds cannot be recaptured once complete. Orders may need to be cancelled on your ecommerce platform in addition to the Zonos App depending on the extension or integration with Zonos. Depending on the customers bank and country the order was placed, funds may take 3-5 business days before showing on their statement.

Refunds

When part or all of an order needs to be refunded, this will need to be done inside the Zonos App. This action would be used if an order has been shipped and only a partial amount of the order needs to be refunded. If an order does not ship and the total amount should be refunded, then the “Cancel order” option is recommended. To refund an order, following the steps below:

  1. Click the blue “ACTIONS” button on the upper right side of order details page.
  2. Select “REFUNDS
  3. Enter the amount you would like to refund on either product, shipping, or duty and tax line.
  4. Click “SAVE

refunds

Note

Depending on the customers bank and country the order was placed, funds may take 3 - 5 business days before showing on their statement. You can refund up to the total amount paid on either product, shipping, or the duty and tax line. If an amount greater than the amount paid is attempted, the refund will not occur and an error message will appear.

Update tracking number

You have the ability to update your tracking number to an order. If using Zonos Payments, a tracking number may be needed to confirm shipment of an order and to receive payment. This can be passed via API or may be pulled automatically with some extensions. If you are printing labels from the Zonos App, this will populate automatically as well. If not, this info can be updated easily inside the order detail page. Follow the steps below:

  1. Click the blue “ACTIONS” button on the upper right side of order details page.
  2. Click “Add tracking number
  3. Enter or paste your tracking number in the field displayed.
  4. Click “SAVE””.

Note

If “Order shipped” notifications are enabled, your customer will receive an update email sent by Zonos on your behalf. This can be set up by going to Checkout > General > Emails > and toggling on “Order shipped notification” in the app.