Applying order holds and cancellations

You can place an order on hold for various reasons. Orders that have holds applied are not processed for shipping until the required information is verified or the issues are resolved and the holds are released from the orders.

Sometimes, you might not be able to verify the customer's address or the payment method might fail authorization. In such situations, you can place the order on hold until the issue is resolved and the order can be processed for fulfillment. Holds can be applied on orders for a variety of reasons, such as address verification, payment method confirmation or authorization, verification of credit limit, fraud checks, and product substitution.

Outbound or inbound orders that are on hold cannot be processed for shipping. After the hold is resolved, you can release the hold and the order moves on to the next stage of fulfillment. Likewise, work orders that are on hold cannot be completed until after the hold is resolved.

In cases where the issues are not resolved and you are unable to release the hold, or if an order cannot be fulfilled for any other reason, you can cancel it. When an order is canceled, the status is shown as canceled.

Holds can be applied to the entire order or to individual order lines. For example, when an order that contains multiple lines is created, you can perform a fraud check on each line. By applying the fraud check hold to each line, only the lines that passed the check can move on through the fulfillment process.

Note the following important points about order holds and canceling orders:

The order hold types must be configured in Applications Manager
- For outbound orders, use the Distributed Order Management module. For more information, see Defining hold types .
- For inbound orders, use the Supply collaboration component. For more information, see Order fulfillment: defining hold types
- For work orders, use the Distributed Order Management module. For more information, see Value-added services: creating a hold type.
Each hold type can be configured to only allow being applied or managed by users belonging to certain user groups. Order Hub only shows the hold actions if the user is subscribed to the allowed group.
Order hold and cancellation modification rules are customized by using Applications Manager. You can modify the rules to allow or disallow applying holds on orders or canceling orders for various order statuses. For more information about modification rules, see Defining modification rules .
It is recommended that you allow order holds for orders that are in Created, Scheduled, Released, and Included in shipment statuses only. Orders that are in Canceled, Backordered, and Shipped statuses must be disallowed.
If you want the holds on outbound orders to be automatically removed when it is canceled, the Can resolve on Cancel option must be selected when hold types are created. For more information about creating hold types, see Creating an order level hold type .