How to Use Operator Holds in ShipHero

An Operator Hold excludes an order from the picking queue, preventing warehouse staff from picking, packing, or shipping it until the hold is manually removed. This ensures orders with unresolved issues aren't accidentally fulfilled.

This article covers:

• Managing Operator Holds
• Supported Store Integrations - Map Statuses
• Applying Operator Holds during Picking and Packing
• Notification Settings

Managing Operator Holds

There are multiple ways to apply or remove an Operator Hold. For full instructions, see Managing Order Holds in ShipHero.

1. Dashboard: Manually apply or remove holds through the ShipHero UI.
2. Automation Rules: Use the Set Operator Hold action to automatically apply a hold based on order conditions.
3. Store Integration: Certain platforms (e.g., BigCommerce) can automatically set a hold on import using the Map Statuses setting. See below for details.
4. API: Use GraphQL mutations to programmatically control operator holds. See the Developer Site for more information.

Store Integrations - Map Statuses

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

How to Map Statuses

1. Go to My Account > Stores > Map Statuses.
2. Select Operator Hold from the Order Hold column drop-down.
3. Click Save.

The table below shows which platforms support automatic holds and which require manual management.

Applying Operator Holds during Picking and Packing

Warehouse staff can place operator holds directly from the picking and packing interfaces, flag the issue, and move on to the next order. The affected tote can then be passed to a warehouse manager for follow-up. If items were already picked to a tote, inventory must be manually cleared.

Additional resources:

• Using the Hospital Location Feature
• Using the Hospital Order Status
• Removing Inventory from Totes

Setting an Operator Hold while Picking

If you encounter an issue while picking, report it from the mobile app and place the affected order on hold. The order will be removed from the current batch.

1. Tap Report Issue in the top right corner.
2. Enter notes about the issue.
3. Choose whether to place the order on operator hold.

Setting an Operator Hold while Packing

If you encounter an issue while packing, report it from the packing screen and place the order on hold.

1. Click the three dots icon and select Report Issue.
2. Enter notes and place the order on hold as needed.
3. Click Save.

You can also change the order status from the packing station — required if using the Hospital Order Flow.

Notification Settings

To be notified when a warehouse employee places an order on hold, add the contact email to the "Notify From Warehouse Email" field in My Account > Settings. For other notification settings, see How to Set Up Email Notifications for Orders.

1. Go to My Account > Settings.
2. Type the email address in the "Notify From Warehouse Email" field and press Enter. A green box confirms it was added correctly.
3. Click Save Changes.