Applying a hold

Sometimes, you may not be able to verify the customer's address or the payment method fails authorization. In such situations, you can apply a hold to the return order.

1. Log on to Sterling™ Call Center. The Home page opens.
2. Go to the Return Summary screen in one of the following ways:
   • In the Return panel, enter the order details, and click Find Return.
   • In the Related Tasks panel, click Return Search. The Return Search screen opens. Enter the return order details and click Search.

   If your search results in a single order, the Return Summary screen opens. If your search results in multiple orders, a list of return orders is displayed. Select the required return order.

3. In the Related Tasks panel, click Apply Holds. The Apply Holds screen opens.
4. Select one of the following options:
   • Select Order to apply the hold to the entire order.
   • Select Order line to apply the hold to individual order lines. Select the order lines for which you want to apply the holds.
5. From the Hold types list, select the appropriate hold type.
6. Click Save. The hold is applied to the order.