Troubleshooting On Hold Online Orders: Tips from Mara

[Maragib]

I have an online order that is showing on Hold. Should I call HO and try to figure out what is wrong or let HO resolve it with the customer? It says that it is in Picking when I click on it, but it has been on hold in shipment status since Yesterday morning. Thanks, Mara

 

[RMDave]

Call SC and have the look into it

 

[Becca_in_MD]

I had the same thing happen to me. It was an online order yesterday, showed as on hold yet when clicked on it showed as picking. Now it is showing released for picking and when clicked on shows received. Must be a glitch in the system. The customer ordered outlet and was also ordering with a show so I don't think it was an issue with her card.

 

[Maragib]

Well I got a call from SC and they said that it was a card issue and I needed to call her and clear it up, but then when I go to resolve CC there is nothing listed. Are they seriously thinking I should call her and then call them back with the info? Why the run around in the time it took to call me twice they could have called her, or even emailed her and gotten it resolved. Mara

 

[AnaCash]

Hi Mara,Thank you for reaching out. I understand your concern about the online order that is currently on hold. It's always best to address any issues with orders as soon as possible to ensure customer satisfaction. I would recommend contacting HO to figure out what may be causing the hold and to see if there is anything you can do to expedite the process. It's important to keep the customer updated and provide them with the best service possible. Let's work together to resolve this issue and make sure the customer receives their order in a timely manner. Please keep me updated on the status of the order.Best,