Place a call center order on hold, and release from hold
The order hold process allows you to create user-defined hold codes and reason codes, along with details that are associated with when and by whom the order was put on hold. This feature can be used to prevent orders from further fulfillment and processing by placing a hold code on the order.
The hold codes are company-defined and can be used to filter, sort, and identify the reason for the hold. The call center associates can use the Customer service and Sales orders pages to see when orders are on hold, view the hold details, and drill into the hold details. Additionally, the Order holds workbench page allows users to efficiently manage all order holds within the legal entity, and release orders for picking and fulfillment processing when a hold has been cleared. Before using the order holds feature, you must make sure that related call center parameters, hold codes, and reason codes are set up.
When the order is placed on hold, the Do not process flag will be set on the order header, which prevents the order from being released for further payment or fulfillment processing. Essentially, the order will be locked from any further actions until the hold is cleared and the order is successfully submitted through the end order completion flow.
When reviewing an order on hold, authorized users can clear holds, review the information, cancel a held order, or clear the hold and submit an open order through payment processing in a single step.
For call center-created orders, where Enable order completion is turned on, after the hold is cleared, the payments must also be submitted and approved before the order can be fully released from the Do not process hold.
Watch the following video to learn how to place an order on hold and to release an order from the hold.