Preventing & Dealing with On Hold Orders: Tips from an Experienced Seller

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Discussion Overview

This thread explores the experiences of participants regarding issues with on-hold orders, particularly related to debit card payments. Participants share their personal experiences with payment declines and the subsequent steps they take to resolve these issues.

Discussion Character

  • Anecdotal

Main Points Raised

  • One participant, identifying as a consultant, expresses frustration with frequent on-hold orders due to debit card payment declines, noting that they often have to call to resolve the issue.
  • Another participant mentions that they have not encountered this problem but acknowledges the anxiety it can cause when dealing with large purchases.
  • One participant shares that they have experienced a few on-hold orders and describes the process of having payments rerun multiple times.
  • Another participant discusses a strategy of asking guests about their bank limits, attributing recent issues to new fraud protection measures by credit card companies.
  • One participant recounts a specific instance where a manual rerun of a debit card payment still failed, despite the guest having sufficient funds.
  • Another participant notes that some local banks require manual authorization for out-of-state transactions, contributing to their frequent issues with debit cards.
  • One participant shares a positive experience of resolving an on-hold order by emailing the home office, which led to a quick resolution without the need for a phone call.

Areas of Agreement / Disagreement

Views differ among participants regarding the frequency and handling of on-hold orders, with some sharing similar frustrations while others have not experienced the same issues.

Contextual Notes

Participants' experiences are influenced by the types of payment methods used and the banking institutions involved, particularly in smaller areas.

Who May Find This Useful

Consultants who frequently deal with debit card payments and encounter on-hold orders may find these shared experiences relevant to their own situations.

KellyRedHead
KellyRedHead
Messages
634
I was wondering if this happens to anyone else and if it does what you do to prevent it or make it go smoother.

Every time I sumbit a show that has a debit card payment on it, I get an email from HO that says your show is on hold because the follow payment has been declined by their bank? Now 9 chances out of 10 it is fine (the money is in there) and I have to call the HO (taken time out of my schedule :mad: ) to call and tell them to run the card manually. So it then goes to the finance dept (I think) and they run it the next day.

I hate to tell people I don't take debit cards anymore. I use mine all the time and alot of people do. Anyone have any advice for me?

Thanks-

Kelly
 
hmmm... I haven't had that problem. I was slightly nervous closing my last show because one guest had a 400.00 purchase on her credit card. Went through just fine but you never know. I would have hated to call her, I mean what could you say? At least now I know what will happen if someones card won't go through. thanx! Sorry I don't have advice though. :(
 
Hmm, strange so they run it through the 2nd time and it goes through ok evertime?

I've only had about 4 shows on hold total since I started 1.5 years ago, due to lack of funds on CC declines and they've run them through 2-3 times and I have to either wait for the guest to clear a payment or something or just give me another card.

How odd for you!
 
I have started to ask my guests and host if they have a limit. Apparently the credit card companies have started putting a limit on accounts to protect against fraud. PC's Customer Service said it is happening a lot since the beginning of the year. I have started telling host they must call their banks that day informing them that a with drawal for $____ will be taken out today or soon by PC. It has been going fine since I made this seem as if it was standard policy. I bet I've had 10 shows so far this year "on hold" because of this new policy.
 
I had that happen on my last order.. they ran it manually and it still didn't go through... The guest checked her account and verified that there was plenty of money she just got paid. Why would it being a debit card make them have to run it manually?
 
  • Thread starter
  • #6
When I called they told me that some banks (mostly local smaller banks) have to have it manually done and don't authorize distant (out of state) debits from the accts.

I live in a smaller area, not a major city. But this is very fustrating that it happens to me on every single show I send in with debit cards (just about every show)!

It is hard to call sometimes to get it cleared up, and it holds the show up too!
 
KellyRedHead said:
When I called they told me that some banks (mostly local smaller banks) have to have it manually done and don't authorize distant (out of state) debits from the accts.

I live in a smaller area, not a major city. But this is very fustrating that it happens to me on every single show I send in with debit cards (just about every show)!

It is hard to call sometimes to get it cleared up, and it holds the show up too!
Click to expand...

I just had this happen too, but I just emailed HO, and requested that they rerun the card.....and it was taken care of within a day, and without having to wait on hold or be in "call-back" mode!
 

Frequently Asked Questions

What are common reasons for orders being placed on hold?

Orders can be placed on hold for several reasons, including payment issues, incorrect shipping information, or if the item is out of stock. It's important to review the order details and ensure all information is accurate to prevent delays.

How can I prevent my orders from being placed on hold?

To prevent orders from being placed on hold, double-check all customer information before submitting an order. Ensure that payment methods are valid and that shipping addresses are complete and accurate. Additionally, keep track of inventory levels to avoid ordering out-of-stock items.

What should I do if I find an order on hold?

If you discover an order on hold, first check the reason for the hold in your seller dashboard. Address any issues promptly, such as contacting the customer for updated payment information or confirming shipping details. Once resolved, you can usually release the hold through your dashboard.

How can I communicate with customers about their on hold orders?

Clear communication is key. Reach out to customers via email or phone to inform them of the hold status and the reason behind it. Provide them with options to resolve the issue, such as updating payment information or confirming their shipping address, and reassure them that you are working to resolve it quickly.

What resources are available for sellers dealing with on hold orders?

Many companies, including Pampered Chef, offer resources such as training materials, FAQs, and support from experienced sellers. Utilize these resources to understand best practices for managing orders and to learn effective strategies for dealing with on hold situations.

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