If you fulfill customer orders via Pietra's Fulfillment Services, you will receive a daily email listing the orders that were fulfilled during the previous business day, as well as your orders that are currently On Hold.
Any orders listed as On Hold will not be fulfilled until an action is taken by you, so it is important to monitor this email as well as the On Hold section in the Creator Hub closely to avoid shipping delays for your customer orders. Below are some of the most common reasons orders may be placed On Hold, as well as typical approaches to resolving:
An item in your customer order is Out of Stock -- you may need to contact your customer to determine whether Pietra should proceed with the order
To proceed with shipping the rest of the order as-is, you can cancel the item(s) in the order that is out of stock, and move the order back to outstanding. When expanding the order details, you'll see a "Cancel Item" button that you can tap next to each SKU in the order, and you can then "Reset on-hold" from the "Actions" dropdown on the righthand side. This will successfully move the order back to Outstanding so that our team can fulfill accordingly.
To cancel the order, navigate to the "Actions" column, click "View," and click "Cancel Order" in the dropdown
To substitute a replacement item, you can edit the order in Shopify and re-sync the order in Pietra. Once the Shopify portion of this task is complete, you'll find the "Re-sync order" function in the "Actions" column. Please note, you can only re-sync orders when they are in Outstanding status. You will need to make the update in Shopify > "Reset on-hold" > "Re-sync order." Your order will then update accordingly and be ready for fulfillment!
Shopify has marked your order as high risk -- you will need to either approve the order for fulfillment or cancel the order. As orders are automatically placed on hold if fraud is detected, moving them back to Outstanding will properly add them back into the queue for fulfillment.
Invalid Address -- you will need to review the address and retrieve the correct address from your customer as needed. You can then update the address in Shopify, move order to Outstanding, and re-sync. Your order will then update accordingly and be ready for fulfillment!