On hold Shopify Fulfillment Network fulfillment requests

You can manually place an order that's in a Pending state on hold, or an order can be placed on hold automatically by a hold order flow. You can access all orders that are in an on hold status in your Shopify admin.

To request that Shopify Fulfillment Network (SFN) fulfill an order that's on hold, manually release the hold, and then manually request fulfillment.

Note

If you want to stop the fulfillment of an order that's in an In progress status, refer to canceling a fulfillment request.

Manually place an order on hold

If an order is in a Pending status and you want to prevent a fulfillment request from being sent to SFN, then place the order on hold.

Steps:

1. From your Shopify admin, go to Orders.
2. Click the order that you want to place on hold.
3. Click the ... menu, and then click Hold fulfillment.
4. Select a reason for placing the order on hold.
5. Click Hold fulfillment.

The order status will update to On hold and no fulfillment request will be sent to SFN.

Access all orders in an on hold status

You can access all your On hold orders to find out the reason for the hold, and choose whether to release the hold.

Steps

1. From your Shopify admin, go to Orders.
2. Click Filter, then click Fulfillment status, and then click On hold.
3. Optional: Click Save as to save this view for easy access.
4. Click the order that you want to view the On hold reason for.

If you want the order to be fulfilled, then release the hold, and then manually request fulfillment to send a new fulfillment request to SFN.

Release an on hold order

After you've resolved the reason for placing an order on hold, you can release the hold on an order. Releasing a hold doesn't automatically send a new fulfillment request to SFN. To send a new fulfillment request to SFN, manually request fulfillment.

Steps:

1. From your Shopify admin, go to Orders.
2. Click the order that you want to release the hold on.
3. In the On hold section, click Release fulfillment

The fulfillment status will update to Unfulfilled.

Manually request that SFN fulfill an order that was previously on hold

After you've resolved the reason for the hold and released the hold on an order, you can manually request that SFN fulfill the order.

Steps:

1. From your Shopify admin, go to Orders.
2. Click the order that you want to request the fulfillment for.
3. Click Request fulfillment.

The fulfillment request status changes to In progress.

On hold reasons for SFN fulfilled orders

The reason an order was put on hold is displayed on the order in your Shopify admin. The following are reasons that a fulfillment request might have been put on hold.

Reasons an SFN fulfilled order might be on hold

Reason	Detailed reason
High risk of fraud	The hold order based on risk level flow placed the fulfillment request on hold, or the High risk of fraud reason was selected when the order was manually placed on hold. To request SFN fulfill the order, manually release the hold, and then manually request fulfillment.
Inventory out of stock	The Inventory out of stock reason was selected when the order was manually placed on hold. To request SFN fulfill the order, manually release the hold, and then manually request fulfillment.
Address incorrect	The Address incorrect reason was selected when the order was manually placed on hold. To request SFN fulfill the order, manually release the hold, and then manually request fulfillment
Awaiting payment	The Awaiting payment reason was selected when the order was manually placed on hold. To request SFN fulfill the order, manually release the hold, and then manually request fulfillment
Other	The hold order based on order value flow placed the fulfillment request on hold, or the Other reason was selected when the order was manually placed on hold. To request SFN fulfill the order, manually release the hold, and then manually request fulfillment