Order Holds are used to temporarily prevent an order from being picked, packed, and shipped until an issue is resolved.
Most holds—such as Fraud, Address, and Payment Holds—are typically applied automatically based on system rules or integrations. The Operator Hold is commonly used for manual intervention.
When a hold is applied, the order is excluded from the picking queue until the hold is removed.
Types of Order Holds
Fraud Hold – triggered by fraud detection rules
Address Hold – triggered by invalid or incomplete address data
Payment Hold – triggered by payment issues
Operator Hold – manually applied for review or operational reasons
How to Manage Holds on a Single Order
Step 1: Navigate to Orders
Log in to your Client Portal
Go to Orders → Manage Orders
Step 2: Open the Order
Search for the order
Click the Order Number to open the Order Details page
Step 3: Update Holds
Scroll to the Holds section (bottom-right)
Add or remove the appropriate hold
Click Update
How to Manage Holds in Bulk
Step 1: Navigate to Orders
Go to Orders → Manage Orders
Apply filters to find relevant orders
Step 2: Select Orders
Check the boxes next to the orders
Click Bulk Edit
Step 3: Apply Changes
Select:
Add or Remove for a specific hold
Or Remove All Holds if multiple holds exist
Click Update
How to Set Order Holds with an Automation Rule
Go to Orders > Automation Rules.
Click Create New Rule.
Give your rule a name and select a Trigger.
Select a hold from the Action dropdown. For example, to apply an Operator Hold, choose Set Operator Hold.
Click Create.
Pro Tip: Set Up Email Notifications for Order Holds
You can add an additional action to automatically notify your team when a hold is applied.
Choose a Trigger (eg. Has Fraud Hold)
Choose Action: Send Email
Enter the your email address
Customize the message (e.g., notify when a Fraud Hold is applied)
Save or update the rule
See example below.
Important Notes
Adding a hold does not stop an order already in the picking process
If an order is already being picked:
An admin must clear totes and remove order locks
Then apply the hold
Removing a hold does not guarantee immediate fulfillment—it depends on queue and processing status