Managing Orders

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:

To find orders

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 Order Details page - click Find and View.
- View all found order IDs in the Order Details section - click FILTER ORDERS.
  Note
  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 ID from the Order Details section:

Managing Order Details

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

To view 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 information
- Change order status - see Order Status in table below
- Edit tracking number - see Tracking Number in table below
- Upload or download AWB (Airway Bill) - see Waybill in table below
- Order documents - see Order Documents in table below
Parcels:
- Change parcel status - see Parcel status in Parcels table
- Change 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 table
- Update shipping email - see Shipping email in Shipping Details table
- Update return local tracking number - see Return local tracking number in Shipping Details table
- Update 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 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 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 code

Note: 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 ::

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 Payments & FX.

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 Merchant.

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.

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 history or 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.

To edit your product attributes

Navigate to Orders > View Orders from the top menu.
Click General.
Click Edit Product Attributes from the Items Ordered section.
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.
Note
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

To amend order products

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)

To replace order products

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. Click Checkout to proceed to your Ecommerce Platform Checkout page.
4. Click Global‑e Replacement Order to access the Global‑e Checkout.
  Note
  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.
Note
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.

Important

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.

To create returns

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.

To reship items

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.

To calculate taxes

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.

To send an item to a merchant

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.

Important

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

To cancel 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 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

To view 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.

Payments & FX

From the Payments & FX tab you can view information related to payments and Foreign Exchange (FX).

The following table describes the parameters on this tab:

Parameter	Description	Example
Payment Method	The merchant's payment method.	Afterpay
Payment Gateway Method	The merchant's payment gateway method.	AydenAlternative
FX Rate with Markup	The exchange rate of the currency.	0.665217
Currency exchange	The exchange direction between the used currencies.	USD-->AUD
FX spot rate	The foreign exchange spot rate (the FX rate without markup).	1.467448
FX conversion and hedging fee	The conversion rate margin.	1.024500
Effective conversion rate	The FX spot rate * FX conversion and hedging fee.	1.503400476000
Transaction currency	The buyer's transaction currency.	Australian Dollar
Transaction status	The payment transaction status options.	Settled
Merchant reference	The reference number sent to the merchant when an order is confirmed.	91598827
Active transaction GUID	Global-e's active payment transaction GUID sent to the gateway as a reference ID.	c39e4a0d-36fd-41d6-9e9b-aabcb9fe126b
PSP reference	The reference number generated by the way gateway when a transaction is approved.	XF8KNSCXVMKRKBG6
PSP reason	The Payment Service Providers (PSP) reason.
Risk service provider	The name of the risk service provider responsible for running fraud checks.	Forter
Risk status	The status of the fraud check.	Approved
Browsing currency	The currency chosen by the customer when viewing the product catalog on the merchant's site.	Australian Dollar
Original total products price	The price of the product in the merchant's currency as shown on the Reconciliation file.	$86.41
Total products price	The original total products price * the effective conversion rate. For EU orders this includes the customer VAT.	AU$ 129.90
Original total cart discounts price	The cart discount in the merchant's currency as shown on the Reconciliation file.	$ 0.00
Total cart discounts price	The original total cart discount price * the effective conversion rate. For EU orders this includes the customer VAT.	AU$ 0.00
Original total shipping price	The original total shipping price.	$11.57
Estimated cost	The estimated cost of shipping.	AU$ 17.39
Paid total	The order total excluding store payments (such as loyalty points or gift cards).	AU$ 129.90
Installments	The amount of payment installments.	1
Reconciliation level	One of the following reconciliation levels: Order Parcel In the following cases Parcel reconciliation is overridden and set to Order: The payment method is cash or a gift card. The order includes only virtual products, such as sports tickets. Orders to Malaysia. When an item's Parcel status is automatically set to Order, a comment is automatically entered in the Comments section (see General).	Order

Issuing a Refund

Issuing a refund is described in Issuing a Refund.

Adding a Refund

From the Order Refunds region you add refunds.

Important

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 ???)

To add a refund

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.

To add a carrier claim

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.

Duties and Taxes

From the Duties & Taxes tab you can view information related to duties fees and taxes.

The following table describes the parameters on this tab:

Parameter	Description	Example
Duty Calculator	The used duty calculator	DTCE
D&T Threshold Exceeded	Shows whether the order exceeded the destination's D&T threshold or not.	Yes
Prepayment Possible	Shows whether the order is valid for DDP or not.	Yes
D&T prepaid	Shows whether the D&T was paid by the customer or not.	Yes (Hidden Force DDP)
D&T Paid By Customer	The D&T component (excluding US sales tax) displayed at the breakdown at the checkout page.	€ 0.00 → $ 0.00
D&T Subsidy	The component of the D&T that is hidden in the product price at checkout, subsidized by the merchant.	€ 79.28 → $ 88.05
Total D&T Price	The price of the D&T paid by the customer, D&T subsidy, and Global-e's D&T subsidy.	€ 79.28 → $ 88.05
US Sales Tax	The US sales tax.	€ 0.00 → $ 0.00
Clearance free	The clearance fee.	€ 1.84 → $ 2.04

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
Note
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.

Important

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.

Note

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

To edit your shipping details

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.

Merchant

From the Merchant tab you can manage your merchant's details:

From here you can view your merchant tracking and contact details:

Merchant tracking details:

Order ID
Confirmation number
Tracking service site
Tracking number
User ID
Order comments

Merchant contact details:

Contact (name)
Contact phones
Contact email
Contact address
Site

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

Logs

From the Logs tab you can view your logs:

The following lists show the information included in your technical and customer service logs:

Technical Logs:

RunTime (ms)
Date (date and time)
Type (merchant, payment, etc)
External Action (API request, local, email, etc)
Action

Customer Service Logs:

Date
User
Operation
Additional Information

For example, if you sent an incorrect email address email to a merchant, you can see it in both the technical logs (top) and customer service logs (bottom):

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

Analytics Notifications

From the Analytics Notifications tab you can view and manage your analytics:

From here you can view the following:

General analytics information
Global-e browsing and checkout information
Global-e checkout information
Note
Click tracking info to display more tracking information, such as country IP and tracker ID.

In the general analytics information section at the top of the tab, you can see the following:

Cart token
Note
Clicking the cart token link directs you to the Analytics Settings page.
Payment method
Whether or not confirmation is shown
Whether or not the server is analytics
The merchant, order, and transaction currencies

For Global-e's browsing, checkout, and merchant information, you can view a table with the following information:

ID
Tracking ID
Note
You can expand each row to see more information by clicking the arrow to the left of the ID number.
Date notified (date and time)
Notification type
Status

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

Analytics Settings

The Analytics Settings page includes the following sections:

Overview

The Analytics Settings page is displayed when you click the cart token link from the Analytics and Notifications page in Viewing Orders.

This page has the following sections (shown above):

General Settings
Merchant Specific Settings

When you select a merchant from the Select a Merchant menu, the following additional sections are displayed on the page:

Merchant Tracking Configuration
Pixel Simulator
Cart Token Logs

The information in General Settings and Merchant Specific Settings is view only (except for Select a Merchant). However, you can modify the information shown in the Pixel Simulator section.

Merchant Tracking Configuration

You can click the expand button to view the Merchant Tracking Configuration section.

From here you can manage your nodes, depending on their level in the hierarchy:

Show type (Auto, Array, Object, String)
Sort
Transform

Append and Insert (Auto, Array, Object, String)
Duplicate
Remove

You can also show the nodes on each level without opening it in the section using the breadcrumb navigation:

Pixel Simulator

You can click the expand button to view the Pixel Simulator section.

From here you can view and modify the following pixel simulator configurations:

Pixel Address
Pixel Type
Session ID
Page
Page Title
Country

Hit Count
Cache Pin
Logging
Environment
Environment URL

Cart Token Logs

You can click the expand button to view the Cart Token Logs section.

From here you can manage your nodes, depending on their level in the hierarchy:

Sort
Transform
Insert (Auto, Array, Object, String)
Extract

You can also show the nodes on each level without opening it in the section using the breadcrumb navigation:

Documentation Portal

Managing Orders

Finding Orders

Note

Managing Order Details

General

Basic Information

Parcels

Payment Details

Merchant Details

Shipping Details

Comments

Items Ordered

Items Ordered Section

Editing Product Attributes

Note

Amending Order Products

Replacing Order Products

Note

Note

Important

Creating Returns

Reshipping Items

Calculating Taxes

Sending an Item to a Merchant

Cancelling Orders

Important

Viewing Your History

Exporting an Accompanying Document

Payments & FX

Issuing a Refund

Adding a Refund

Important

Adding Carrier Claims

Delivery

Duties and Taxes

Shipping and Billing

Note

Full Shipping Details

Editing Your Shipping Details

Important

Note

Notifying Merchants of an Incorrect Email Address

Full Billing Details

Tools

Cancelling Orders or Out-of-Stock Items

Viewing Your History

Merchant

Logs

Analytics Notifications

Note

Note

Note

Analytics Settings

Overview

Merchant Tracking Configuration

Pixel Simulator

Cart Token Logs

Search results