There are many reasons an order could be placed on hold. If an order is on hold, it will be prevented from shipping from the warehouse which could negatively impact customer SLAs. This article will outline how to manage orders on hold, including how to clear holds so that an order can be shipped.
Reasons Orders are put On Hold
- There may be an order that you don't wish your 3PL to fulfill. The quickest way to indicate that is to place the order on hold.
- Holds can also be imported from your store, requiring you to release the hold or provide further direction.
Types of Holds
- Client Hold: A Hold you place on an order from within your shipsfor.us Client Portal
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Fraud Hold: ShipHero applies a fraud hold to an order based on Shopify's recommendation to investigate or cancel. ShipHero identifies these as the Order Risk Levels found in the store settings
- Contact your account manager to change which risk settings place a Fraud Hold on your orders
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Payment Hold: ShipHero applies a payment hold to an order based on information from the order in your store
- Contact your account manager to change which payment statuses import to ShipHero (as needed)
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Address Hold: ShipHero will use the USPS Address validator to determine that the mailing address is valid and that if shipped, the package will be delivered. If the address is invalid and an alternate address is NOT found, the order is automatically put on Address Hold.
- Contact your account manager to set up email notifications for address holds
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Operator Hold: these are holds placed on orders by Manifest's Operations team if there are issues with orders
- Contact your account manager to release Operator Holds and/or find out more information about these holds
There are many reasons an order could be placed on hold. If an order is on hold, it will be prevented from shipping from the warehouse which could negatively impact customer SLAs. This article will outline how to manage orders on hold, including how to clear holds so that an order can be shipped.
Reasons Orders are put On Hold
- There may be an order that you don't wish your 3PL to fulfill. The quickest way to indicate that is to place the order on hold.
- Holds can also be imported from your store, requiring you to release the hold or provide further direction.
How to Manage Orders on Hold
1. In the Portal Dashboard go to Orders.
2. Find the Order you wish to put on hold and click on it to open the Order Detail page.
3. From the Order detail page go to the top right - the blue dropdown button will give you the option to place the order on hold.
Both applying and releasing holds can be done on a case-by-case basis or in bulk.
You can remove the hold by clicking on the remove hold option. The button is on the upper right hand corner of the order detail page.
NOTE:
- To cancel, change or put a client hold on orders you may need to do it by a certain time before the scheduled time to ship. Contact your 3PL account manager to learn about it.
- Read more about when to edit your orders HERE