How to Use Payment Holds on Orders

Payment Holds allow users to temporarily prevent an unpaid order from being picked and shipped until the order has been paid in full, which excludes the order from the picking queue until the hold is removed.

• Managing Payment Holds
• Store Integrations - Map Statuses
• Payment Holds from Shopify
• Notification Settings

Managing Payment Holds

There are multiple ways to update a payment hold on an order. For specific instructions, please visit our article, Managing Order Holds in ShipHero.

1. Dashboard: Manually apply or remove holds directly through the ShipHero user interface.
2. Automation Rules: Set up rules to automatically apply a hold using the Set Payment Hold action, which is triggered by specific order conditions.
3. Store Integration: Certain e-commerce platforms, like BigCommerce, can automatically set a payment hold when orders are imported using the Map Statuses setting on the store connection in ShipHero. More information below.
4. API: Use GraphQL mutations to programmatically control payment holds. Visit our Developer Site for more information on using the API.

Store Integrations - Map Statuses

For supported stores, an order can automatically be assigned a payment hold based on its status in the e-commerce platform. For unsupported stores, holds must be managed manually.

How to Map Statuses

1. Go to My Account Stores and click the Map Statuses on the store.
2. Select Payment Hold from the appropriate drop-down from the Order Hold column.
3. Click Save.

The table below provides a quick reference for e-commerce platforms and their support for automatic payment holds.

*Note: While Shopify is not a supported store for the Map Statuses feature, it has its own dedicated Payment Hold settings explained in the next section.

Payment Holds from Shopify

By default, unpaid orders from Shopify will import into ShipHero with a payment hold. There are several settings available to further manage your payment holds between Shopify and ShipHero.

How to Update the Shopify Payment Hold Settings

1. Go to the My Account > Stores page and click the Settings button.
2. Scroll down to the Sync Settings Shopify to ShipHero section.
3. Enable/Disable the desired setting.
4. Click Save.

Notifications Settings

To receive email notifications when an order imports with a payment hold, add the contact email to the Notify Payment Hold field on the My Account Settings page. More information about other notification settings can be found here.

1. Go to the My Account Settings page.
2. Type the person or teams' email and press Enter in the "Notify Payment Hold Email" field. The email will be highlighted with a green box to indicate the info is properly added.
3. Click Save Changes.

Note: Payment hold notifications are only sent when an order is first placed on hold during the import process.