Understanding "On Hold" Order Statuses (Why Orders Are Blocked and How to Fix Them)
What Does “On Hold” Mean?
An order marked as On Hold cannot be processed until an issue is resolved.
This is used to prevent:
• Failed deliveries
• Incorrect shipments
• Missing or invalid data
Orders on hold require manual review or correction before they can continue.
Common “On Hold” Statuses and How to Fix Them
On Hold – Inventory Unavailable
The required stock is not available.
How to fix:
• Adjust stock levels
• Update or remove unavailable items
On Hold – Invalid Address
The delivery address is incorrect or incomplete.
How to fix:
• An address line is too long
• Correct the address details
• Validate postcode and format
This could happen if the address has not been formatted correctly, check correct address formatting here.
On Hold – Fraud Risk
The order has been flagged as potentially fraudulent by Shopify.
How to fix:
• Review the order manually
• Confirm legitimacy before proceeding
On Hold – Missing Product Data
Required product information for customs processing is missing. This typically relates to line item data needed for customs clearance (e.g. descriptions or commodity codes).
How to fix:
• Add a customs description for each line item
• Ensure commodity codes (HS codes) are provided where required
• Confirm all items have the necessary customs data for the selected customs lane
This is only required for shipments using a customs lane.
On Hold – Review Required
Manually put on review by brands
How to fix:
• Review Order Manually
• Confirm everything is correct before releasing
On Hold – Customer Request
The order has been paused based on a customer request via the Aftercare service.
How to fix:
Wait for confirmation
Solve customers issue
Resume when appropriate
On Hold – Awaiting Payment
Payment has not yet been confirmed.
How to fix:
• Wait for payment confirmation
• Verify payment status with the channel
On Hold – Missing Customs Value
Customs information is incomplete or missing for shipments that require customs processing (e.g. international deliveries or specific regions such as Northern Ireland).
How to fix:
• Add or update the customs value
• Ensure all required customs fields are completed
• Confirm the correct customs lane is selected where applicable
Customs Values are required for every international order
How to Resolve On Hold Orders
To resolve an On Hold order:
Identify the reason shown in the status
Update the required information
Reprocess or update the order status
Once resolved, the order will continue through the normal fulfillment flow.
Important Notes
On Hold statuses are designed to prevent operational issues
Resolving them quickly helps avoid delays
Some holds may be automatically reapplied if issues persist
FAQs
Can I ship an order that is On Hold?
No — the issue must be resolved first.
Why does my order keep going back on hold?
The underlying issue has not been fully resolved.
