How do I refund an order?
Learn how to refund an order using Zonos Dashboard.
A cancellation or refund processed within your ecommerce platform will not trigger a refund through Zonos' payment processor(s). Please make sure the refund is processed within Zonos Dashboard. Failure to complete a refund using Dashboard 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:
- In Dashboard, navigate to Orders → All orders.
- Find the order you want to be refunded on the All orders page.
- In the Payment details section, select Refund order.
- Enter the refund amounts for the cart or shipping lines.
- Select a refund reason.
- Click Process refund.
Removing items from an order
To remove an item from an order using the Dashboard:
- In Dashboard, navigate to Orders → All orders.
- Find the order from which you want to remove items on the All orders page.
- In the Payment details section, click on Refund order.
- Change the item quantity to the amount getting shipped. This will automatically provide a shipping and duty/tax refund, if applicable.
- Select a refund reason.
- 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.
Depending on the customer’s bank and country where the order was placed, funds may take 3-5 business days before showing up on their statement. You can refund up to the total amount paid on either the 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 display.
Still have questions?
View our additional documentation on how to refund an order.