When an order is created in Eshopbox, its status is updated as Processing but there can be certain instances when Eshopbox can put an order on hold.
An on-hold order is an order that has been temporarily paused or delayed, usually pending further information or resolution of an issue. This means that the order cannot proceed to the next stage of processing until the necessary details are provided or the problem is resolved.
You, as well as the customer, will be notified of such orders to take the necessary action. Learn how to manage customer and workspace notifications.
In this article, you will learn,
What are the reasons for an order being put on hold?
How to track orders being put on hold?
How to handle orders being put on hold?
Reason for an order being put on hold
An order can be marked as ”On hold” due to the following reasons:
Customer addresses not serviceable: If the delivery cannot be done on the given pin code then the order is put On hold with the reason Customer address not serviceable.
High risk of failed delivery: If any order has a high chance of failing delivery, it will be marked as high risk and put on hold. This can be due to incorrect contact details, address issues, or suspicious behaviour.
Note: This is applicable only if you have enabled risk score on your workspace. Learn here how to enable risk score.
Tracking orders put on hold
To track orders on hold, you need to follow the below-given steps:
Step 1: Log in to your Eshopbox workspace.
Step 2: From the header, navigate to Orders > All orders. You will be redirected to the Orders page.
Step 3: Click on the To Process > On Hold.
Step 4: Select the reason for hold, i.e. High-risk score or Customer address not serviceable.
Step 5: Click on Apply. You will be able to view all the orders On hold. By hovering over the status, you can view the reason for the order being on hold.
Handling orders put on hold
Once you have identified the reason an order was put on hold, you need to resolve it so that the order can be processed further.
Depending on the reason for the order being put on hold, you need to take the necessary action.
Customer addresses not serviceable: As soon as the pin code becomes serviceable again, Eshopbox releases the order for processing. You can also notify your customers of a delivery delay for such orders. Learn here how to manage customer notifications.
High risk of failed delivery: An order with a high-risk score can be put on hold for three reasons.
Reason 1: The customer address associated with the order is inaccurate or incomplete. You need to ask the customer to update the delivery address from their end. In case they are unable to do so, you can confirm the delivery address from the customer and update it on their behalf from the customer portal. Learn here how to update the delivery address.
Reason 2: An order can be marked as high risk if the customer's contact details, i.e., the contact number or email address associated with the order, are incorrect. You need to confirm the customer's contact details and update them on the customer portal. Learn here how to update the contact details.
Reason 3: An order can be marked as high risk if the customer's behaviour is flagged as suspicious. In this case, you can review the order history of the customer or call the customer to confirm the order details.
Once the issue is resolved, Eshopbox will release the order from hold and process it.
If you have confirmed the details with the customer and there has been no change, you can release the order directly and send it for processing.
If you are unable to verify the customer's details, Eshopbox suggests you cancel the order to avoid a failed delivery. Learn how to cancel an order here.