Holds
Table of Contents
- 1. Use Cases — 4 common scenarios
- 2. Features — Filters / List Columns / Batch Actions
- 3. FAQ — 7 FAQs + Notices
- 4. Related Features
1. Use Cases
Quick Links: Merchant-Requested Holds ｜ Address Issues ｜ Batch Release ｜ Trace a Hold Reason
Scenario 1: View Orders Held at the Merchant's Request
Situation: A merchant calls asking about the orders they requested to hold.
Steps:
- Filter "Hold Reason" by "Merchant Request"
- Optionally add the "Merchant" filter
- Review the merchant's held orders
- Confirm whether the holds can be released to resume shipping
Result: Quickly find the merchant-requested holds and report progress.
Scenario 2: Handle Orders Held for Address Issues
Situation: Some orders are held because the address is incomplete and the merchant must be contacted.
Steps:
- Filter "Hold Reason" by "Address Issue"
- Click each Order Number to check the address
- Contact the merchant or customer to confirm the correct address
- Fix the address, then release the hold
Result: Handle address problems in one place and reduce failed deliveries.
Scenario 3: Batch Release Holds to Resume Shipping
Situation: A batch of orders had their issues resolved and the holds need to be released together.
Steps:
- Filter the holds to release
- Select the hold records
- Click the "Release Holds" button
- Optionally enter a resolution note
- Confirm — the orders return to the normal flow
Result: Holds are released in batch and the orders continue to shipping.
Scenario 4: Trace Why an Order Was Held
Situation: A merchant asks why an order hasn't shipped.
Steps:
- Filter this list by "Merchant" to find the order
- Check the "Hold Reason" and "Note"
- Confirm the "Held By" and "Created At"
- Report the reason to the merchant
Result: Clearly explain why the order is held and how it will be handled.
2. Features
When an order must pause shipping — merchant request, address problems, risk control, and so on — you can place it on "hold". Held orders won't enter picking or shipping until the hold is released. This list shows every order currently on hold so you can work through them or release holds in batch.
Why hold instead of cancel: a hold is just a pause — the order content and inventory allocation are kept, so once the issue is resolved you simply release the hold and shipping continues without rebuilding the order.
Quick Jump: Filters ｜ List Columns ｜ Batch Actions
💡 Tip: Click the question-mark icon next to the page title for a concept guide on holds.
2.1 Filters
| Filter | Description |
|---|---|
| Merchant | Filter held orders of specific merchants |
| Hold Reason | Merchant Request / Platform Cancel / Fraud Suspect / Address Issue / Convenience Store Issue / Inventory Discrepancy / Other Reason |
| Created At | Filter hold records within a date range |
2.2 List Columns
| Column | Description |
|---|---|
| Order Number | The held order; click to view order details, with the Status shown beside it |
| Merchant Name | Merchant the order belongs to |
| Hold Reason | Category of the hold reason |
| Note | Details entered when the hold was placed |
| Held By | Who placed the hold; automatic holds show "System (auto)" |
| Created At | When the hold was placed |
2.3 Batch Actions
| Action | Description |
|---|---|
| Release Holds | Select hold records and click to release them in batch; the resolution note is optional |
3. FAQ
3.1 FAQ
▪ What does a hold affect?
Held orders:
- Will not enter picking
- Are blocked from shipping
- Show a "HELD" badge on the order list and detail page
▪ Which hold reasons are available?
| Reason | Description |
|---|---|
| Merchant Request | The merchant asked to pause shipping |
| Platform Cancel | The e-commerce platform canceled or paused the order |
| Fraud Suspect | A suspicious order needs confirmation |
| Address Issue | The address is incomplete or malformed |
| Convenience Store Issue | Pickup store problem (closed, relocated, etc.) |
| Inventory Discrepancy | Physical stock doesn't match the system |
| Other Reason | Anything else (add a note explaining why) |
▪ Who can place and release holds?
Anyone with order management permission can place and release holds. The system records who did it and when; in some cases (such as a platform cancel notification) the system places the hold automatically and "Held By" shows "System (auto)".
▪ What happens after a hold is released?
After release, the order resumes its shipping flow from where it left off — a hold is just a pause flag and does not change the Status. If stock changed during the hold, use "Recheck Stock" on the order.
▪ Can I see hold history?
This list only shows orders currently on hold; released holds disappear from the list. For history, open the order detail page and expand "Operation History".
▪ Will held orders be canceled automatically?
No. A held order stays held until someone releases the hold or cancels the order. Review this list regularly so orders don't pile up.
▪ Where do I place a hold?
Holds are placed from the order side: select orders on the order list and use "Hold Orders", or click "Hold Order" on the order detail page — a hold reason is required. This list is for reviewing and releasing holds.
3.2 Notices
⚠️ Important
- Fill in a clear reason and note when placing a hold so it can be traced later
- Review this list regularly to avoid long-stuck orders
- Confirm the issue is resolved before releasing a hold
4. Related Features
| Feature | Description | Link |
|---|---|---|
| Order List | View all orders; holds are placed here | Go |
| Order Detail | View order details and history | Go |
| Fulfillments | View fulfillment statuses | Go |
| Picking Lists | View picking lists | Go |