In ShipHero, an order hold prevents an order from being picked, packed, and shipped until the hold is manually or automatically removed. When a hold is active the order will not appear in the standard picking queue — an essential tool for managing workflow and ensuring the correct orders are processed.
Table of Contents
- Types of Order Holds in ShipHero
- How Order Holds Are Applied in ShipHero
- Releasing an Order Hold in ShipHero
- How to Add or Remove a Hold on a Single Order
- How to Add or Remove a Hold on Multiple Orders
- Filtering for Order Holds in ShipHero
- Displaying Order Holds on the ShipHero Dashboard
Types of Order Holds in ShipHero
ShipHero offers several hold types to address different fulfillment scenarios. Select a hold type below for full setup, management, and store integration details.
| Hold Type | Description | Learn More |
|---|---|---|
| Fraud Hold | Applied to orders flagged as potentially fraudulent, often based on settings from an e-commerce platform like Shopify. Prevents losses from fraudulent transactions. | How to Use Fraud Holds on Orders |
| Address Hold | Automatically applied when an order's shipping address is invalid. Prevents orders with incorrect addresses from entering the fulfillment flow. | Understanding Address Validation and Managing Address Holds |
| Payment Hold | Applied to orders that have not been paid in full. Prevents the order from being processed until payment is confirmed and the hold is released. | How to Use Payment Holds on Orders |
| Operator Hold | General-purpose hold applied manually by a user or via automation rules. Useful for non-standard processes, pre-orders, delayed shipments, or orders requiring review. | How to Use Operator Holds in ShipHero |
| Hold Until Date | Similar to an Operator Hold but automatically releases at a specified date and time. Ideal for product launches, drops, and subscription boxes. | How to Use Hold Until on Orders |
| Client Hold | Available for 3PLs and their clients only. Allows 3PL clients to prevent orders from being fulfilled until they remove the hold via the 3PL Client Portal. | How to Manage Orders on Hold (3PL Client Portal) |
How Order Holds Are Applied in ShipHero
- Manually: Place a hold on a single order or use the bulk edit feature to apply a hold to multiple orders at once from the Manage Orders page. Operator holds can also be placed during the picking and packing flows.
- Automation Rules: Configure rules to automatically apply or release a specific hold type based on defined criteria. See Orders > Automation Rules for available hold actions.
- Store Integration: Certain e-commerce platforms like Shopify can automatically sync fraud and payment hold statuses to ShipHero when an order imports. Limited to hold type and store platform settings.
Important
Adding a hold to an order from the dashboard when the order is locked to a user will NOT prevent the order from shipping. An admin must clear the totes and order locks before placing the hold.
Releasing an Order Hold in ShipHero
- Manually: Holds can be removed on a per-order basis or in bulk using the bulk edit feature.
- Automation Rules: Rules can automatically remove a hold when defined conditions are met, such as when a payment is received.
- Synced Status: For holds synced from an e-commerce platform, the hold may be removed automatically in ShipHero once the hold status is updated in the original store. Limited to hold type and store platform settings.
How to Add or Remove a Hold on a Single Order
- Go to Orders > Manage Orders.
- Open the order details page by clicking the hyperlinked Order Number.
- Scroll to Holds on the bottom-right and add or remove the hold.
- Click Update.
How to Add or Remove a Hold on Multiple Orders
- Go to Orders > Manage Orders.
- Select the orders you want to edit by checking the box to the left of the Order Date column.
- Click the Bulk Edit button in the top-right banner.
- Select Add or Remove below a specific hold type, or select Remove All Holds for orders with more than one hold.
- Click Update.
Pro-Tip
To automate hold management using IF/THEN logic, use Orders > Automation Rules. Available hold actions include Set Fraud Hold, Set Address Hold, Set Operator Hold, Set Payment Hold, and Set Hold Until Date. for more information, see How to Manage Order Holds with Automation Rules.
Filtering for Order Holds in ShipHero
On the Manage Orders page, use the filter options below to find held orders. Adjust the date range filter as needed.
- Individual Holds: Filter by specific hold types such as Fraud Hold, Address Hold, or Payment Hold.
- Any Hold: View all orders with any active hold type.
- Has Hold Until: Dedicated filter for orders with a Hold Until Date active.
- No Holds: View all orders without any active holds.
Use the On Hold column on the Manage Orders page to sort orders by hold type.
Displaying Order Holds on the ShipHero Dashboard
By default, the ShipHero Dashboard only displays holds for orders in the Default status. To view holds across all order statuses, update this setting:
- Go to My Account > Settings.
- Check "Allow all statuses (orders) to display on the dashboard for holds."
- Click Save Changes.
Note for 3PLs: This setting must be enabled individually for each child account to show all statuses on both the combined dashboard and individual child account dashboards.
| Without Setting Enabled | With Setting Enabled |
|---|---|