Why your order is held

In short

Most held orders came in with something to put right, such as a SKU your 3PL doesn't know or a postcode that isn't a UK one. Select Edit order on the order, correct it and select Submit: the hold clears at once and the order carries on.

What you see

A product code on this order matches none of your products. Correct the line, or ask your warehouse team to add the product.

Line [line]: you have no product with the code [code].

The delivery address could not be confirmed. Check it and correct it if it is wrong.

[postcode] is not a UK postcode.

Postcode [postcode] could not be found. Check it, or ask your warehouse team to accept it if the address is new.

Postcode [postcode] has not been in use since [date].

The carrier could not accept the delivery address: "[message]"

Something the carrier needs is missing from this order. Once it is supplied, the order carries on.

There is no recipient name.

The delivery address has no first line, town or postcode.

No Service Level is chosen and your account has no Default Service Level.

The Service Level given is not one your warehouse offers.

[service level] is not offered for this order yet.

The carrier needs the [field].

Line [line]: your warehouse team needs the weight of [code].

Your account has no warehouse to send orders from yet.

The carrier needs more details for this order: "[message]"

Your warehouse team is setting up the carrier account for this order's labels.

There is not yet enough stock ready to send the whole order. It waits for the rest, line by line below.

Line [line]: [code] has [number] of [number] allocated. There is not enough of your stock at the warehouse for the other [number].

Line [line]: [code] has [number] of [number] allocated. Your warehouse team has the rest of your stock in the building and is getting it ready.

This account is on hold: no goods are booked in or dispatched until the hold is lifted. Please contact your account manager.

Your account is not live yet. The order carries on as soon as it goes live.

Your account is not live yet.

Your warehouse team found a problem while preparing this order and is deciding what to do.

Held: [reason].

You have asked to cancel this order. Your warehouse team will approve or decline it.

Your warehouse team has paused this order.

You have paused this order. It goes no further until you resume it.

How holds work

An order hold stops your order taking its next step. The order keeps its status and its stock, and carries on once its last hold clears. Each hold shows under Holds on the order's page, with its Order Hold Type, its plain reason and what caused it.

An order held when it arrives stays at Received, with no ship-by date yet. If fixed now shows the collection it can still make, and the time to fix it by to ship today. Once its last hold clears, it is accepted and its Must-Ship-By counts from then.

Only a Client User or a Client Account Administrator can edit an order, and only until it is Released.

Unknown product

A line's code matches none of your products' SKUs. Hebden Botanicals' HB-W-10272 came in with HB-LIP-MINT for its lip balm HB-MINT-LIP-10.

1. Select Edit order.
2. Under Lines, correct the Product code, and select Submit.

If it really is a new product, send its details to your account manager. Once your 3PL adds it, every order held on its code is checked again.

Address problem

The delivery postcode isn't in UK format, can't be found, or is no longer in use. Hebden Botanicals' HB-W-10251 came in with NG1 6H, which should be NG1 6HT.

• A typing slip: select Edit order, correct the Postcode and select Submit.
• A new address, such as a new-build estate: ask your account manager to accept it as entered. The timeline then says your 3PL accepted it.

The carrier can also refuse an address when it books the labels. Correct it the same way.

Missing details

Something the carrier needs is missing, and each cause is listed under the hold. Most are on the order: a recipient name, address line, email, phone or Service Level. Select Edit order, fill it in and select Submit.

A cause that names your warehouse team, such as a product's weight or your account's warehouse, is for your 3PL to fix. Ask your account manager if it stays.

Not enough stock

Your order still isn't fully allocated when it is due on the warehouse floor, and your account sends only whole orders. Each short line says whether you have too little stock at the warehouse, or your 3PL is still getting it ready.

The order waits, and tops up by itself as stock arrives. If you are short, its ship-by date is worked out again once it is fully allocated. To send what is there now, ask your account manager.

Account on hold

Your 3PL has put your account on hold. Every open order waits, and nothing is sent out until the hold is lifted. Contact your account manager.

Account not live

Your account is still being set up. The order carries on by itself the day your account goes live.

Red Tag

Someone on the warehouse floor found a problem while preparing the order, such as a damaged unit. Your 3PL decides what happens next, and the timeline says what it did, such as "Problem sorted, back in progress." Your ship-by date doesn't move.

Cancellation requested

You asked to cancel an order already on the warehouse floor, so it goes no further while your 3PL decides. The timeline says whether it was cancelled, or declined with a reason.

Held by staff

Your 3PL held the order, with a message for you under the hold. Or you selected Ask to hold once it was on the warehouse floor. Your 3PL lifts the hold: ask your account manager when you want it to go.

Held by client

You, or someone at your company, paused the order. To let it go on, select Resume order.