Why did my order in sales go on hold?
What to do to check in case the order has gone on hold...
Check the notes - it may say why it is held - fix what it says is the issue and Release the order.
Is there something wrong with the Address? (Suburb, address, etc)
If the customer's address or suburb is coming in incorrectly, then this needs to be rectified on the web end. Or - if it's wrong in Readysell - fix it in the customer's address details on their card. Office Brands ecommerce solution did have an issue where the suburb did not match the postcode – but we are not sure if they have rectified this yet. Readysell's suburb file comes from Australia Post, and therefore the postcode/suburb must be correct. If it is incorrect on the web, fix it for the customer there, so that it stops occurring.
If the order is going on hold because the customer is outside their payment terms, or over their credit limit...In general there are system types that stop all orders from going on hold if the customer is outside their payment terms or credit limit. You can disable the hold. It will be for all orders and shipments/point of sale though, not just web orders.
Navigation Panel > Administration > Advanced > System Types > OPTIONAL-VALIDATION-MESSAGES
Set the value to ‘True’ if you want to disable the hold for those reasons - but remember it is for ALL Sales Orders, Sale Shipments, and Point Of Sale sales.
Check the Customer Order field - is it red? Is it empty if it's red? fill it in and Release the order.
If the customer does not have to put in a customer order number in, then on the customer card change the Customer Order Req. field to be 'No Customer Order Required'. If it is required, then (on the web end) change it so that the customer does have to put in their customer order number, so that the order then drops in with a customer order number - which will then stop the order from going on hold.
NOTE: We have had a lot of stores let us know about orders making it through to invoicing and going out to customers, and then their customers complaining that they won't pay their invoice/statement until the customer order number is on the invoice – hence we introduced the feature of the order going on hold based on the customer's card settings, to stop this end result from happening, and addressing it before it occurs.
Check the Audit Trail to see if someone manually put it on hold - you then talk to them as to why it went on hold and go from there.
Try clicking on the Related button, select Show Customer
Check the Overdue Balance (tab Status, sub-tab Balances) - if there is one - the order went on hold because of it.
Check Total Balance and compare it against the customer's Credit Limit on tab Settings, sub-tab Customer Settings.
Did you create the Sales Order from a Machine? If so - there is a current work item the programmers have to fix in the May Readysell upgrade release.
Last but not least, check the Customer Order field - if it's Red and it's empty - you must fill it in, and then you can Release the order.
If the order has dropped in from the web with a SPECIAL product on it - it will go on hold. Substitute it with the correct product and release the order if no further changes are to be made and if ready for the auto warehousing, change the workflow status to Ready.
If there is a problem with something - either at the Readysell end, or the Web end - the fix should be made to the customer's card data. This way it will stop these problems from happening in the future. It's important to keep the customer card data up to date - their addresses, their suburbs, etc. If something is incorrect at one end, it should be fixed so that future orders don't keep going on hold. Readysell is forcing you to address these issues, as the program was originally designed to put the order on hold should there be an issue of some sort, to bring this to your attention. At some point, this functionality stopped working and our development team have now resolved that issue.