How to Use Operator Holds

An Operator Hold is a specific type of order hold that effectively excludes an order from the picking queue. This prevents warehouse staff from picking, packing, and shipping the order until the hold is manually removed. This mechanism provides a crucial layer of control, ensuring that 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

IMPORTANT NOTE: Applying an Operator Hold from the dashboard to an order that is already in the picking process will not stop the order from being shipped. To apply the hold successfully in this situation, an admin must first clear any active totes and order locks before applying the hold.

Managing Operator Holds

There are multiple ways to update an Operator 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 Operator Hold action, which is triggered by specific order conditions.
3. Store Integration: Certain e-commerce platforms, like BigCommerce, can automatically set an operator 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 operator 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 an operator 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 > Map Statuses.
2. Select Operator 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 operator holds.

Applying Operator Holds during Picking and Packing 

ShipHero allows your warehouse team to set operator holds on orders directly through the picking and packing interfaces, enabling them to continue their workflows uninterrupted and move on to the next order. 

After an order is put on hold, they can pass the affected tote to the Warehouse manager for further investigation. Please note that if any items are picked to a tote before an issue is reported, the order/inventory will still need to be manually cleared.    

Here are some additional resources on managing troubled orders during the picking/packing process:

• 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 with an order while picking, you can report it directly from the mobile app and have the option to put an Operator Hold on the affected order. If you select to put the order on operator hold, the order related to the product you are reporting will be removed from the current batch. 

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

Setting an Operator Hold while Packing

If you encounter an issue with an order while packing, you can report it directly from the packing screen and have the option to apply an Operator Hold on the affected order. 

1. Click the three dots icon to open the order options menu and select Report Issue.
2. Enter notes about the issue and place the order on hold as needed.
3. Hit Save.  

When reporting an issue from the packing station, you can also change the order status. This is required if you are using the Hospital Order Flow recommended above.

Notification Settings

Need a specific person or team to be notififed when a warehouse employee places an order on hold? Add the contact email to the "Notify From Warehouse Email" 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/team's email and hit Enter in the "Notify From Warehouse Email" field. The email will be highlighted with a green box to indicate the info is properly added.
3. Hit Save Changes.