Holds and Not Ready-To-Ship Orders in ShipHeroUpdated 9 months ago
Holds are placed on orders either automatically via ShipHero and your store connection settings or holds are placed manually by the Nice team or by the client.
Your Account Manager or a representative from the Accounts team will reach out if holds have aged past 2+ business days.
We require and ask that our brand partners check ShipHero daily to reconcile their order holds or address holds.
There are 4 different Holds in ShipHero:
- Operator Hold
- Address Hold
- Payment Hold
- Fraud Hold
An overview of each hold is listed below!
If you would like to add or remove holds from multiple orders, you are able to bulk-edit the orders to update them all at once
Steps to Add or Remove Holds via Bulk Edit:
1. In the Manage Orders page, select the orders that you want to bulk edit. Click on "Bulk Edit"
Operator Hold - A hold manually placed by someone in ShipHero or via an Automation in ShipHero
For more information on Operator Holds and how an Operator Hold can stop an order in the fulfillment process, check out this article: How to update an active Order or place an Order Hold
Example - This client added an Operator Hold to stop the order in the fulfillment process in order to make some updates. When ready, this client will remove the Operator Hold to fulfill the order.
Sometimes Operator Holds are placed by the Nice Team during the fulfillment process. Internally, our team only has the option to select "Operator Hold" when met with a blocker (needing to replenish inventory in a pick bin, address issues when packing, etc).
When a Nice Team member places an Operator Hold internally, we will clean these up multiple times a day.
If you have any questions about a hold placed by one of our Team members, please reach out to the Accounts team for more information or escalation
Address Hold - A hold is added by ShipHero if the address comes back as invalid OR an address hold is placed by the Nice Team notifying the Client that the address needs to be verified/ updated
Example - This address is invalid per ShipHero as seen in the Order History. The Nice team has updated the hold in this order to "Address Hold" to notify the client to check the address for this customer
IF YOU ARE REMOVING AN ADDRESS HOLD, PLEASE TAKE THIS ADDITIONAL STEP TO ENSURE YOUR ORDER IS READY FOR FULFILLMENT:
- In the order, enable "Ignore Address Validation Errors" in the Order Details sections. This will force ShipHero to recognize the shipping address as being complete:
Payment Hold - A hold is added from Shopify when payment has failed, payment has not been accepted, or when a payment hold has been manually added. Payment holds have to be removed in ShipHero
Example - This order's payment is pending. The client added a payment hold to note this in ShipHero. When payment is accepted, this hold will need to be manually removed.
Fraud Hold - A hold added from Shopify when Shopify recommends that an order be investigated. This will sometimes happen with different addresses used for the shipping address, billing address, etc. Or if a CC has failed. Fraud holds have to be removed in ShipHero
Example - This order had a Fraud Hold come over from Shopify from Shopify's recommendation to Investigate. This hold would be one where the client would need to go into their Shopify to do some detective work as to why Shopify recommends canceling. If an order is indeed good to be fulfilled, the Fraud Hold needs to be removed manually in ShipHero
