Managing Orders - Global-e Docs

The Managing Orders section describes the following:

Clicking Viewing order details above takes you to the Orders Details page for the user you selected. From there you can access each of the following:

Finding Orders

To view an order, you must first find it in the Global-e database using the search parameters shown below:

Navigate to Orders > View Orders from the Orders menu.
Search by one of the following parameters:
- Order number
- Tracking number
- Other
Define all of the required following filters:
Shipping service
Order status
Merchant
Customer name
Email
Hub From date
To date
Dispatch type
Shipping country
Payment method
Parcel status
Do one of the following:
- Go directly to the Managing Order Details page - click Find and View.
- View all found order IDs in the Order Details section - clickFILTER ORDERS.
  If needed, from here you can export the table by clicking Export.
By default, the Orders Details table shows all the orders placed on your website during the last two weeks.
Optional - Toggle between the following views:
- Default - Shows the order details corresponding to your search results above.
- Shipping errors - Shows the shipping errors corresponding to your search results above.
Select an Order IDfrom the Order Details section:

Managing Order Details

If you know your order ID, you can go directly to your Order Details tab.

Follow steps 1 through 4 in Finding Orders (previous procedure). The Order Details for the Order ID you selected is displayed the following tabs, each described in their own section.
Click one of the tabs as needed:

General

The main area of the General tab shows the IP address, country of origin, order creation time, invoice number, order status, tracking number, waybill, and links to the order’s printable documents. The following figure shows the General tab:

The General tab has the following sections:

Basic informationChange order status - see Order Status in table belowEdit tracking number - see Tracking Number in table belowUpload or download AWB (Airway Bill) - see Waybill in table belowOrder documents - see Order Documents in table below Parcels:Change parcel status - see Parcel status in Parcels tableChange parcel tracking number - see Tracking number in Parcels table Payment Details - see Full Payment Details section Merchant Details - see Full Merchant Details section	Shipping Details:Change shipping company - see Shipped by in Shipping Details tableUpdate shipping email - see Shipping email in Shipping Details tableUpdate return local tracking number - see Return local tracking number in Shipping Details tableUpdate return international tracking number - See Return international tracking number in Shipping Details table Comments Items Ordered

Basic Information

This section includes the following information:

Field	Description
Placed via IP	The user’s IP address
From	The country of origin
Created Time	The time and date that the order was created
Last Updated Time	The time and date that the order was last updated
Invoice Number	The order’s invoice number
Order Status	You can change the order status by clicking and selecting one of the following and clicking : Approved by MerchantCanceled by CustomerCanceled by Global-eCanceled by MerchantChargebackConfirmed by MerchantCreatedDispatched by MerchantDispatched to CustomerFailed transfer to MerchantFailed transfer to ShippingFraud check challengedFraud checked failedFailed transfer to ShippingFraud check challengedFraud check failedLost by MerchantLost by ShipperOn hold by HubOn hold by Global-ePayment declinedPending paymentReceived by Global-eShipped fully by MerchantShipped partially by MerchantTo be replaced	Approved by Merchant Canceled by Customer Canceled by Global-e Canceled by Merchant Chargeback Confirmed by Merchant Created Dispatched by Merchant Dispatched to Customer Failed transfer to Merchant Failed transfer to Shipping Fraud check challenged Fraud checked failed	Failed transfer to Shipping Fraud check challenged Fraud check failed Lost by Merchant Lost by Shipper On hold by Hub On hold by Global-e Payment declined Pending payment Received by Global-e Shipped fully by Merchant Shipped partially by Merchant To be replaced
Approved by Merchant Canceled by Customer Canceled by Global-e Canceled by Merchant Chargeback Confirmed by Merchant Created Dispatched by Merchant Dispatched to Customer Failed transfer to Merchant Failed transfer to Shipping Fraud check challenged Fraud checked failed	Failed transfer to Shipping Fraud check challenged Fraud check failed Lost by Merchant Lost by Shipper On hold by Hub On hold by Global-e Payment declined Pending payment Received by Global-e Shipped fully by Merchant Shipped partially by Merchant To be replaced
Tracking Number	The order’s tracking number, linked to an external shipping site. You can change this number by clicking , entering a new one, and clicking .
Waybill	The download link to the waybill displayed when an AWB (Airway Bill) has been uploaded. Click to upload an AWB.
Order Documents	Links to related documents: Customer receiptDHL API Express Worldwide Airway BillInvoiceNo manifestOnly an AWB is available for this orderPrinted documents	Customer receipt DHL API Express Worldwide Airway Bill Invoice No manifest Only an AWB is available for this order Printed documents
Customer receipt DHL API Express Worldwide Airway Bill Invoice No manifest Only an AWB is available for this order Printed documents

Parcels

The Parcels section includes the following information:

Field	Description
Parcel Code	The order’s unique parcel codeNote: A part of an order not available at the time the order was made, each part is sent to the customer separately. When this occurs the item receives two parcel codes (e.g., 24100095133673-p1 and 24100095133673-p2).
Parcel Status	You can change the parcel status by clicking and selecting one of the following and clicking :: DamagedDelivered to CustomerDelivered to StoreDispatchedFailed transfer to ShippingLost by Global-eLost by MerchantLost by ShipperOn holdReceived in HubReturned by ShipperReturned to MerchantShipped by Merchant	Damaged Delivered to Customer Delivered to Store Dispatched Failed transfer to Shipping Lost by Global-e Lost by Merchant	Lost by Shipper On hold Received in Hub Returned by Shipper Returned to Merchant Shipped by Merchant
Damaged Delivered to Customer Delivered to Store Dispatched Failed transfer to Shipping Lost by Global-e Lost by Merchant	Lost by Shipper On hold Received in Hub Returned by Shipper Returned to Merchant Shipped by Merchant
Documents	A link to related documentation
Airway bill	A link to download your airway bill
Tracking number	The parcel’s tracking number, linked to an external shipping site. You can change this number by clicking , entering a new one, and clicking .
Action	The action taken on the order.

Payment Details

The Payment Details section includes the following information. Some fields are not displayed based on the order status:

Field	Description
Order Total	The total cost of the order (e.g., $332.44)
Paid Total	The amount of the order that was paid (e.g., $332.44)
Paid with Gift Cards	The amount of the order that was paid with gift cards
Loyalty Points Total	The total amount of loyalty points the merchant has (e.g., $30.00)
Payment Status	The status of the payment (e.g., Authorized)
Payment Method	The payment method (e.g., Mastercard)
D&T Threshold Exceeded	Whether the D&T (Duties and Taxes) threshold was exceeded or not
D&T Prepaid	Whether the D&T threshold was prepaid or not
Is 3D Protected	Whether the order is 3D protected or not
Full Payment Details	A link to the full payment details. For more information, see ???.

Merchant Details

The Merchant Details section includes the following information:

Field	Description
Merchant	The merchant’s company name
Merchant Order ID	The merchant’s order ID
Merchant Internal Order ID	The order ID used in the merchant’s internal system
Confirmed by Merchant	Describes whether the merchant confirmed the order
Create Notification	Shows the created notification.
Payment Notification	Shows the payment notification.
Save	Saves your merchant details settings
Full Merchant Details	A link to the full merchant details. For more information, see ???.

Shipping Details

The Shipping Details section includes the following information:

Field	Description
Total Shipping Price	The total shipping price
Clearance Fee	The shipping clearance fee
D&T Paid By Customer	Whether the customer was required to pay Duties and Taxes or not
US Sales Tax	The US sales tax
Shipped By	The name of the used shipping company. You can change this value by clicking , selecting a new one from the menu, and clicking .
Shipped From	The shipped item’s location of origin
To	The customer’s shipping address
Phone Number	The customer’s phone number
Shipping Email	The customer’s email address
Return Local Tracking Number	The customer’s local return tracking number. You can change this number by clicking , entering a new one, and clicking .
Return International Tracking Number	The customer’s international return tracking number. You can change this number by clicking , entering a new one, and clicking .

Comments

You can view and leave important comments in the Comments section. When the reconciliation level is overridden by one of the following conditions, the reconciliation level reason is displayed in the Comments section:

Method of payment is Cash
Order is paid with a gift card
Order includes only Virtual Product(s)
Order is set as IsNoEODManifest=1
Orders to Malaysia

Items Ordered

Items Ordered Section

The actions you can take in the Items Ordered section of the page are directly tied to your order status, with different statuses enabling, disabling, or partially allowing certain functions. Some statuses grant full access to actions, such as View historyor Cancel order, while others allow them only in certain cases or restrict them entirely. Access patterns vary based on your order’s life cycle, as shown in the table below:

Order Status	Create Return	Reship	Calculate Taxes	Send to Merchant	Cancel Order	History	Send EAD Data
Approved by Merchant	Yes	Yes	See Calculating Taxes	No	Global-e and Merchant	Yes	No
Back Ordered by Merchant	Yes	No		No	Global-e and Merchant	Yes	No
Canceled by Customer	No	No		No	Global-e	Yes	No
Canceled by Global-e	No	No		No	Neither	Yes	No
Canceled by Merchant	No	No		No	Global-e	Yes	No
Chargeback	Yes	No		No	Global-e	Yes	No
Confirmed by Merchant	Yes	Yes		No	Global-e and Merchant	Yes	No
Created	Yes	No		No	Neither	Yes	No
Damaged on Store Arrival	Yes	No		No	Neither	Yes	No
Declined by Merchant	Yes	No		No	Global-e and Merchant	Yes	No
Delayed	Yes	No		No	Neither	Yes	No
Delayed by Merchant	Yes	Yes		No	Global-e and Merchant	Yes	No
Delivered to Customer	Yes	No		No	Neither	Yes	No
Delivered to Store	Yes	No		No	Neither	Yes	No
Dispatched to Customer	Yes	No		No	Neither	Yes	No
Failed Transfer to Merchant	Yes	No		Yes	Global-e and Merchant	Yes	No
Failed Transfer to Shipping	Yes	Yes		No	Global-e and Merchant	Yes	No
Fraud Check Challenged	Yes	No		No	Global-e and Merchant	Yes	No
Fraud Check Failed	Yes	No		No	Global-e and Merchant	Yes	No
Fraud Check Under Review	Yes	No		No	Global-e	Yes	No
Lost by Hub	Yes	No		No	Neither	Yes	No
Lost by Merchant	Yes	No		No	Neither	Yes	No
Lost by Shipper	Yes	No		No	Neither	Yes	No
On Hold by Global-E	Yes	No		No	Global-e and Merchant	Yes	No
On Hold by Hub	Yes	Yes		No	Global-e	Yes	No
Part Dispatched (Rest to Follow) and Payment Received	Yes	No		No	Neither	Yes	No
Part Dispatched and Part Refunded	Yes	No		No	Neither	Yes	No
Part Returned and Part Refunded	Yes	No		No	Global-e	Yes	No
Payment Declined	Yes	No		No	Global-e	Yes	No
Pending Payment	Yes	No		No	Global-e and Merchant	Yes	No
Received by Global-E	Yes	No		No	Global-e and Merchant	Yes	No
Received in Hub	Yes	Yes		No	Neither	Yes	No
Refunded	Yes	No		No	Global-e	Yes	No
Returned and Refunded	Yes	No		No	Neither	Yes	Yes
Returned by Customer	Yes	No		No	Global-e	Yes	No
Returned by Shipper	Yes	No		No	Neither	Yes	No
Returned to Merchant	Yes	No		No	Global-e and Merchant	Yes	No
Returned to Store	Yes	No		No	Neither	Yes	No
Shipped Fully by Merchant	Yes	Yes		No	Global-e and Merchant	Yes	No
Shipped Partially by Merchant	Yes	Yes		No	Global-e and Merchant	Yes	No
To be Replaced	Yes	No		No	Global-e	Yes	No
To be Returned by Customer	Yes	No		No	Global-e	Yes	No
Uncollected	Yes	No		No	Global-e	Yes	No

The Items Ordered section includes the following information:

Field	Description
Description	Basic information about the item, including image and basic description
HS Code	Shows the HS code.
Country or Origin	The country where the item was shipped from
Weight	The weight of the item
Units	The amount of units shipped
Sale Price	The item’s sale price
Total Value	The item’s total value.

At the very bottom of the tab you can create returns, reship, calculate taxes, send to merchant, cancel your order, and view your history.

Editing Product Attributes

From the General tab you can edit your product attributes. Note that you need Admin permissions to edit product attributes.

Navigate to Orders > View Orders from the top menu.
Click General.
Click Edit Product Attributes from the Items Orderedsection.The ordered items become editable.
Select an item and click Edit Product Attributes.A checkbox is displayed to the left of each item.
Select the checkbox corresponding to all items that you want to edit.
If the item doesn’t have any attributes, a message is displayed that the selected item has no attributes.

Amending Order Products

If the order contains out-of-stock items, you must amend these items before printing the Airway Bill (AWB) and export documents. Amending the order via the Global‑e Merchant Portal:

Triggers an automatic refund of all the relevant amounts
Updates export documents
Updates the shipper’s AWB
Sends an email to the customer, notifying them of out-of-stock items and refunds

Complete steps 1 through 5 in Finding Orders.Completing Step 5 displays the Order Details page with the General tab selected by default.
Scroll down to the Items Ordered section and click Amend Order Products.The item quantity value in the Units column is replaced with a field.
Amend the quantity value in the field as needed.
Click Save.

Replacing Order Products

If you want to replace an item instead of refunding the customer, you can replace an order product. If you are an Admin, verify that users have Merchant CS permissions and credentials. Before you can replace an order product you must verify that Global-e has set up the necessary configurations. Contact your Success Manager if you need help accessing the Global‑e Merchant Portal. To perform a replacement the order must have one of the following statuses:

Dispatched to Customer Delivered to Customer Delivered to Store Partially dispatched and partially refunded Partially dispatched and payment received Returned to Merchant Lost by Shipper	Damaged Returned to Store Returned by Shipper To be replaced Returned by Customer Lost by Merchant Lost by Hub

Note that replacements request cannot be made for orders in Pending status. This section includes the following procedures:

Replacing an order product
Cancelling a replacement (different than cancelling an order)

Complete steps 1 through 5 in Finding Orders.Completing Step 5 displays the Order Details page with the General tab selected by default.
Scroll down to the Items Ordered section and click Replace Order Products.
Select one or multiple items to replace.
Click Replace Order Products. One of the following occurs:
- **Default configuration:**Your website opens to the page of the product you want to replace.
- **Not configured or configured incorrectly:**Your website opens to the home page. Search for the item you want to send as a replacement.
Replace the item(s):
1. Modify the current item’s attributes, selecting the relevant product attributes according to their exact specification (size, color, and more).
2. Add the replacement item to the cart. You can add multiple items to the replacement order.
3. ClickCheckout to proceed to your Ecommerce Platform Checkout page.
4. Click Global‑e Replacement Order to access the Global‑e Checkout.
  The Global‑e replacement order button name and location vary for each merchant.
The Global‑e Checkout page is displayed. The Global‑e checkout page is similar to the checkout page of your ecommerce platform, with the following differences:
- The customer’s personal and address details are prefilled according to the details in the original order. If required, you can modify these details.
- You do not need to enter payment information.
- The Global-e page includes a Place Replacement Order button instead of the ecommerce platform pay/submit button.
Review the customer’s personal details and modify them if needed.
Select the shipping method to send the replacement order (this can be different from the one used to ship the original order).
Select to prepay duties and taxes when applicable.
Delivered Duty Unpaid (DDU) destinations can create expenses for customers and should be avoided if not intended. If Duties and Taxes are required and not prepaid, the customer may be requested to pay them to the shipper.
Click Place Replacement Order to create the replacement order. The order confirmation page confirms that the replacement order has been created
At this stage, customers receive an email notification that their replacement order was created. The order is added to your ecommerce platform as a new order, indicating that this is a replacement order and not a regular order. If you do not want to include replacement orders in your sales reports, you may need to perform modifications on your ecommerce platform to ensure that they are not included in the sales reports.
To view the original order or to cancel a replacement, click Back to order in Admin to return to the Global-e Merchant Portal. Note that at the top of the order screen, the newly replaced order is flagged as a replacement order.

You can cancel a replacement after creating an order replacement (see Replacing Order Products) by clicking Cancel Replacement.

If a replacement order is in progress or it has been canceled, you cannot create additional replacements. Notice the replacement indication next to the replacement orders.

Creating Returns

You can create returns based on your order status, as shown in the table at the beginning of the Items Ordered section. In addition, you have the following role access to cancel orders:

Merchant CS Admin
Hub Admin
Hub Operator

From the Items Ordered section you can create returns. Please contact Global‑e to enable the Returns feature before you continue.

Complete steps 1 through 5 in Finding Orders.Completing Step 5 displays the Order Details page with the General tab selected by default.
Scroll down to the Items Ordered section and click Create Return directly below it.The Returns page is displayed.
Select a language from the Select Language on the right edge of the screen.The page is translated to the language you selected.
Find your order:
- Enter an order ID in the Order ID field.
- Enter an email address in the Email field. Note that Global-e cannot process a return before its order is dispatched.
Click Create Return.
From the Select Return Items page, select the products that you want to create a return on.
Select a reason from the dropdown menu and click Next.The Create Return Label page is displayed.
Record your RMA number and click Print label to download your return shipping label.

If you click Return Portals Home, you will be directed to the Return Items page. From this page you can find an order using its order ID number or associated email address.

Reshipping Items

You can reship items based on your order status, as shown in the table at the beginning of the Items Ordered section.

Complete steps 1 through 5 in Finding Orders.Completing Step 5 displays the Order Details page with the General tab selected by default.
Scroll down to the Items Ordered section and click ReShip directly below it.A message is displayed that the item has been reshipped successfully.

Calculating Taxes

The Calculating Taxes feature is only enabled if you have no prepaid taxes, and no Duties Subsidies. You can calculate an order’s taxes for items that have not yet been set to Dispatched, Complete/Closed, or Received in GE Hub. You can check the order status of your item by scrolling to the very top of the screen while in the General tab. The order status is shown on the right side of the page. If your order has already been confirmed, the Calc Taxes feature will not be displayed. Once an order is in statuses like “Dispatched,” “Complete/Closed,” or “Received in GE Hub,” actions like recalculating taxes are not available.

Complete steps 1 through 5 in Finding Orders.Completing Step 5 displays the Order Details page with the General tab selected by default.
Scroll down to the Items Ordered section and click ReShip directly below it.A message is displayed that the item has been reshipped successfully.

Sending an Item to a Merchant

You can send an item to a merchant based on your order status, as shown in the table at the beginning of the Items Ordered section.

Complete steps 1 through 5 in Finding Orders.Completing Step 5 displays the Order Details page with the General tab selected by default.
Scroll down to the Items Ordered section and click Send to merchant directly below it.The item is sent to the merchant.

Cancelling Orders

Only Global-e and merchants can cancel orders based on the status of the order as shown in the table at the beginning of the Items Ordered section. In addition, you have the following role access to cancel orders:

Merchant CS Admin
Hub operator (at any hub, including Global-e operated hubs)
Hub admin (at any hub, including Global-e operated hubs)

Sometimes an order must be cancelled, such as if all of the line items are out of stock, or the order consists of one line item that is out of stock. In these cases, the entire order should be canceled.

An order that has been Received in Hub or shipped cannot be canceled.
Orders can be canceled when their status is Received by Global-e.
Canceled orders are not included in reports.
An automatic refund is issued, for the full order amount or captured amount, for every order cancellation.

Canceling the order via the Global-e Merchant Portal:

Sends an email to the customer notifying him about the cancellation
Triggers an automatic and full order refund

Complete steps 1 through 5 in Finding Orders.Completing Step 5 displays the Order Details page with the General tab selected by default.
Scroll down to the Items Ordered section and click Cancel Order.
Select a cancelation reason from the dropdown menu:
Unverified information
Out of stock
By customer request email Discontinued
Tech issue
Incorrect address
Select or clear Don’t send an email to the customer.
Click Save.

Viewing Your History

Complete steps 1 through 5 in Finding Orders.Completing Step 5 displays the Order Details page with the General tab selected by default.
Scroll down to the Items Ordered section and click History.
Optional - Toggle between the following views:
- Default - Shows the order details corresponding to your search results above.
- Shipping errors - Shows the shipping errors corresponding to your search results above.
Click Create Ticket.

Exporting an Accompanying Document

If you ship orders from Germany to outside the EU worth €1,000 or more, you’ll need an Export Accompanying Document (EAD). The EAD is created through the Automated Tariff and Local Customs Clearance System (ATLAS) via the German software company, AEB, and you’ll be notified when it’s ready. Make sure to wait for the EAD before sending orders to fulfillment to avoid potential delays.

Issuing a Refund

Issuing a refund is described in Issuing a Refund.

Adding a Refund

From the Order Refunds region you add refunds.

Refunds can only be added for orders that have already been dispatched to the customer.To cancel a settlement or a refund of stock items, amend the order before it can be processed on the Global-e Merchant Portal and shipped to the customer. See Amending Order Products.

Follow steps 1 through 4 in Finding Orders.
Select Refunds.
Click Add Refund.

Adding Carrier Claims

From the Carrier Claims region you add carrier claims.

Follow steps 1 through 4 in Finding Orders.
Select Refunds.
Click Add Claim.

Delivery

From the Delivery tab you can view information related to delivery and the item’s delivery history. The following figure shows the Delivery tab:

The following table describes the parameters on this tab:

Parameter	Description	Example
International delivery days	The time required for international delivery.	From 7 to 12 Days by RRD Priority Parcel DDP
Date Delivered to Hub	The date and time that the item was delivered to the hub.	23/09/2024 23:51
Date Delivered to Customer	The date the item was delivered to the customer.	12/1/2023 14:07
Tracking Number	The item’s tracking number. This number is a link referring to an external tracking platform.	EPG010971101344912
Alternative Tracking Number	The item’s alternative tracking number, if one exists.
Calculated Weight	The item’s calculated weight in grams.	636.00
Actual Weight	Lets you type in the item’s actual weight.
Calculated Volume	The item’s calculated volume, if relevant.	0.00
Actual Volume	The item’s actual volume, if relevant.	0.00
Calculated Cost	The calculated cost of delivery in the user’s currency.	AU$ 17.39
Remote Area Surcharge	The surcharge for delivery to areas considered remote.	$ 0.00
Shipping Subsidy	The shipping subsidy amount in the user’s currency.	AU$ 17.39
Originally Selected Shipper	The shipping company selected for shipping.	RRD Priority Parcel DDP
Total Calculated Shipping Cost	The total calculated shipping cost.	AU$ 0.00 (flat shipping rate by order value for Australia, range: 100.0000-150.0000 AUD), Campaign: Default
Actual Cost	Lets you type in the actual shipping cost.

In the Delivery History region near the bottom of the tab, you can view the item’s delivery history by selecting the view:

Order level
Parcel level

The Delivery History table shows the following information:

Order Level Date GE Order Status User Shipping Status Location Carrier Tracking # Parcel Status GE Order Status User	Parcel Level Parcel Code Date Parcel Status GE Order Status User Shipping Status Location Carrier Tracking #

You can return to the Order Details page by clicking Back to Search Results.

Shipping and Billing

From the Shipping & Billing tab you can manage your shipping information:

You can update the shipping address and phone number as long as the order does not have the following statuses:

Received in Hub – the orders are shipped from the Global‑e hub
Shipped by Merchant – the orders are shipped directly from the merchant’s hub

This tab is divided into three regions: Full Shipping Details, Full Billing Details, and Tools. From these regions you can:

View your shipping and billing details (shown above)
Edit your shipping details
Send an email to the merchant that the address is incorrect
View the location on Google Maps and zip code (for help solving issues with the address or postal code)
Cancel an order
View history
Use the DHL capability tool
If an API address error occurred, the order status changes to Failed Transfer to Shipping. When this happens, click Show in Map to locate the address using Google Maps. This can help you correct issues such as postal code, spelling mistakes in the street or city name, and more.

Full Shipping Details

Editing Your Shipping Details

Users with admin permissions can edit shipping details. You may need to change the customer’s shipping address if:

The customer requests to change the destination of the order.
The shipper’s API returns an error that something went wrong with processing the address. This may be due to an out-of-date postal code, misspelled address, or missing information.

Due to the protection of personal financial data, we are unable to amend a billing address once an order has been placed. Please note that we can only update a customer’s shipping details and that the new address MUST be in the same country; the country CANNOT be changed.

You can update the email address anytime. You can update the shipping address and phone number as long as the order does not have the following statuses:

Received in Hub – the orders are shipped from the Global‑e hub.
Shipped by Merchant – the orders are shipped directly from the merchant’s hub.

You can only edit your shipping details until the order is ready to be dispatched.

From the Full Shipping Details region, click Edit.The full shipping detail fields are displayed.Note that if there is an API address error, the order status changes to Failed Transfer to Shipping. When this happens, click Show in Map in the Full Billing Details or Tools area to locate the address using Google Maps. This can help you correct issues such as postal code, spelling mistakes in the street or city name, and more.
Modify the details as needed.
Do one of the following:
- Click Save to save your modifications.
- Click Save and reship if you have already issued an airway bill for this order (as part of the fulfillment process). Your modifications are saved and a new airway bill with the updated address is issued. Remember to replace the old airway bill with the updated version before DHL picks up the order.

Notifying Merchants of an Incorrect Email Address

From this tab you can send an email to the merchant that the address is incorrect, if needed. You can do this by clicking Send Email from the Full Shipping Details panel. When you do this, the message Sent incorrect address email is displayed:

After sending an incorrect address email, a record of this action is kept in the Customer Service Logs. For more information about action records, see Logs.

Full Billing Details

From the Full Billing Details region you can view the billing address in Google Maps by clicking Show In Map.

Tools

From the Tools section you can do the following:

View your address in Google Maps
Use the Capability Tool
View the Shipper Locater
Look up zip codes

Cancelling Orders or Out-of-Stock Items

For details about cancelling an order in Shopify, see the Shopify Native Cancel an Order section.

Viewing Your History

At the bottom of the tab you can return to your search results by clicking Back to Search Results.

​Finding Orders

​Managing Order Details

​General

​Basic Information

​Parcels

​Payment Details

​Merchant Details

​Shipping Details

​Comments

​Items Ordered

​Items Ordered Section

​Editing Product Attributes

​Amending Order Products

​Replacing Order Products

​Creating Returns

​Reshipping Items

​Calculating Taxes

​Sending an Item to a Merchant

​Cancelling Orders

​Viewing Your History

​Exporting an Accompanying Document

​Issuing a Refund

​Adding a Refund

​Adding Carrier Claims

​Delivery

​Shipping and Billing

​Full Shipping Details

​Editing Your Shipping Details

​Notifying Merchants of an Incorrect Email Address

​Full Billing Details

​Tools

​Cancelling Orders or Out-of-Stock Items

​Viewing Your History

Finding Orders

Managing Order Details

General

Basic Information

Parcels

Payment Details

Merchant Details

Shipping Details

Comments

Items Ordered

Items Ordered Section

Editing Product Attributes

Amending Order Products

Replacing Order Products

Creating Returns

Reshipping Items

Calculating Taxes

Sending an Item to a Merchant

Cancelling Orders

Viewing Your History

Exporting an Accompanying Document

Issuing a Refund

Adding a Refund

Adding Carrier Claims

Delivery

Shipping and Billing

Full Shipping Details

Editing Your Shipping Details

Notifying Merchants of an Incorrect Email Address

Full Billing Details

Tools

Cancelling Orders or Out-of-Stock Items

Viewing Your History