Quick answer
CS should first find the order, review the visible order details and status context, and identify who owns the next action. Only put an on-hold order back to pending when your team has confirmed why the hold exists and why it is safe to release.
Common use cases
Customer support: Answer where an order is in the workflow without changing state prematurely.
Merchant support: Review on-hold order context before asking warehouse or operations to act.
Operations: Decide when a hold belongs to inventory, payment, address, product data, fraud/risk, or manual review.
When to use this
A customer or merchant asks about a specific order.
An order appears on hold or blocked.
A teammate asks whether an order can be returned to pending.
Before you start
Confirm the workspace, merchant, order ID, and customer context.
Read the visible status, tags, notes, exception context, and order details before changing anything.
Do not release a hold if the hold reason is unclear, the customer promise depends on it, or inventory/payment/address/product data still needs review.
Steps
Find the order using Order Dashboard search, filters, or saved views.
Open the order details and confirm the order identifier, recipient, destination, warehouse, products, quantities, and visible status.
Look for the reason the order is on hold or blocked, including tags, notes, exceptions, back order context, product sync, or failed sync.
Identify the owner of the next action: CS, warehouse, operations, inventory, product/data, finance/payment, or support.
If the hold reason is confirmed resolved and your team owns the action, follow your internal process to move the order back toward pending.
If the hold reason is unclear or the order appears in a blocker queue, contact support with the evidence below before changing status.
Screenshots
Screenshot: Use Orders dashboard filters and search to find the right order before reviewing status, hold context, or next owner.
What good looks like
CS can answer the customer with current order context and avoid releasing a hold that still protects fulfillment, inventory, payment, address, product data, or customer experience.
Common issues and next actions
If this happens | What to do next |
The hold reason is not visible. | Do not release the hold. Check notes, tags, exceptions, and recent order history, then escalate. |
The order is on hold and also appears in another blocker queue. | Resolve the blocker owner first before returning the order to pending. |
The customer is asking for a promise date. | Confirm inventory, fulfillment status, shipping context, and operational owner before promising. |
Contact us when
Contact support when the hold reason is unclear, releasing the hold could affect fulfillment or customer promises, or the order is tied to exceptions, back orders, sync failures, scan blockers, or delivery issues.
Send us this information
Workspace or merchant.
Order ID and customer-safe context.
Current visible status and hold context.
Tags, notes, exception/back-order/sync context if visible.
What CS expected to happen next.
Whether a customer reply depends on the answer.
Screenshot with private customer data masked.