Handling Order Holds
Handle automatic Order Holds - Fraud Holds and Shipping Address Holds
Introduction
Let's walk through the process of managing Order Holds, ensuring your orders are promptly back on track. There are two types of holds -
Fraud Holds and Shipping address holds. Access Orders Page and find the Order
To begin, under the
Orders tab, click on Manage Orders from the dropdown menu to access your Orders Listing page.Search for the Order and click the
#OrderNo link to go to Order Details page.
Clearing Fraud Holds
Should Shopify raise a red flag for potential fraud on an order, it'll be on a
Fraud Hold. To clear this, you'll need to visit the order details and manually deselect the
Fraud Hold. This simple action will release the order to your warehouse team for processing.
Clearing Shipping Address Holds
Now, addressing holds due to shipping address issues is a bit different and you have a couple of pathways to resolution.
Option 1: Updating the Address
If the system cannot validate a shipping address, you can reach out to your customer for confirmation. Once you've got the correct details, update the address in Shopify, which in turn, will update the information in ShipBots.
A valid address will automatically lift the hold, allowing the order to move along to the warehouse.
Option 2: Overriding Address Validation
There are times when the customer assures you that the address they provided is indeed correct, despite what the system says. In such cases, take the following steps:
- Start by selecting
Ignore Address Validation Errorswithin the order details. This lets the system skip the address validation.
- Next, you will need to navigate to the
Holdssection. Once there, find theAddress Holdand uncheck it to remove the hold.
- Conclude by clicking the
Updatebutton, saving your changes, and effectively releasing the order.
Keep in Mind:
While overriding the system's address validation can be a quick fix, it's not without its risks.
Carriers may charge extra if they need to correct an address during delivery, and any returns due to incorrect addresses will incur shipping charges.
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