Holding and releasing orders

Fulfillment clients

Put an order on hold in the portal to stop it shipping, and release it when you are ready. For orders you want to review before every shipment, ask us for a rule that holds them on import.

Holding one order

Open the order in the portal while it is Pending and choose Hold. It stays paused until you release it. Orders already Processing cannot be held from the portal; open a request and we try to catch it.

Holding every order from a store or customer

Ask us to set a rule: all orders from a channel, or from a named customer or distributor, land on Hold when they import. Your team reviews and releases each one. This is the right set-up for fraud screening, pre-orders, and distributor orders that wait for a PO.

Releasing

Open the held order and choose Release. Released before 2 PM ET, it ships the same day.

Orders on hold for us

We hold an order when something blocks it (missing weights and dimensions, a kitting step, a question about contents) and tell you. Answer the request and we release it.

Do not fulfill

If your customer will receive the product another way, mark the order "do not fulfill" or ask us to cancel it before it ships. Once an order is in Shipped status it cannot be marked do-not-fulfill.

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