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Configuring settings for On Hold Orders

Displaying On Hold orders​

This feature is enabled by default for a retailer to be able to manage orders that have been put on hold.

Important

This feature cannot be disabled, as you cannot fix an incorrect address for an order, or manage a big order or an order that is On Hold for insufficient inventory reasons.

Configuring order cancelation and On Hold settings​

These settings determine if orders must be canceled when in conflict or if the orders are On Hold and managed on NewStore Omnichannel Manager.

Most retailers choose to prevent orders from being canceled automatically, and this is the recommended configuration.

If you want cancelation settings for orders in conflict to be overridden for orders associated with a specific conflict reason, you can specify reasons to override default cancelation settings.

For example, to put orders that are in conflict on hold, because there isn't enough stock for the items in the order, you can specify the overriding reason as insufficient_stock.

To retrieve the current configuration, use the Get order cancelation policies method.

To prevent orders in conflict from being canceled:

  1. Use the Create order cancelation policies method.
  2. To prevent any order from being canceled automatically, specify default as false.
  3. If default is set to true, in value >reasons_to_overwrite_default, specify a list of reasons to prevent orders from being canceled. The following values can be specified:
    • insufficient_stock
    • failed_fulfillment_node_mapping
    • shipping_offer_update_error
    • error
    • not_enough_stock_to_create_allocation

Orders that are in conflict for insufficient_stock reasons are displayed as On Hold orders in NewStore Omnichannel Manager. See Managing On Hold orders with insufficient inventory .

Orders that are in conflict because of failed_fulfillment_node_mapping or error reasons are not displayed explicitly to retailers and they must contact the support team for more information.

A failed_fulfillment_node_mapping error implies that the order is stuck because the fulfillment location specified to fulfill the order does not exist in the fulfillment configuration.

Ensure that you have specified the correct fulfillment location during a stock import using the Import API. You can also use the Get fulfillment configuration method to verify the set of fulfillment locations available for your business (specified within the routes property of the response payload).

If you choose to not prevent orders in conflict from being canceled, and no reasons are specified to overwrite cancelation, all orders with conflicts are canceled.

For information on enabling swapping On Hold items, see Enabling swaps for On Hold items .

Configuring settings for large orders​

You can set specific limits for items that orders can contain in your business. For example, you can specify the maximum number of items an order can contain, exceeding which it is put on hold or canceled.

Based on these values, an order is either routed immediately, put on hold, or is canceled. For example, if the soft limit is 300 and the hard limit is 800, orders with up to 299 items are routed immediately. Orders with items between 300 and 799 are put on hold and require approval. Orders with more than 799 items are automatically canceled.

To view the soft limit for orders configured for your business, use the Get limits on items for large orders method.

To manage the soft limits for orders in your business:

  1. Use the Set limits on items for large orders method.
  2. Specify a value in the soft_limit_for_big_orders property, such as 300.

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