When managing your orders, you may need to put some orders on hold, assign certain orders to specific users on your ShipStation account, or cancel an order in ShipStation to remove it from Awaiting Shipment without shipping it.
You may need to put an order on hold if the ordered item is out of stock, your customer requests a delay in shipping, or for a number of other reasons.
To put an order on hold, do the following:
Select the order(s) you wish to put on hold in the Orders grid.
Click the Hold button (located in the top-right action bar).
Alternately, in the Order Details screen, click the Other Actions drop-down and select Hold Until.
Select a date.
ShipStation will keep the order in the On Hold status until this date, and then automatically move the order back to Awaiting Shipment.
Click Hold Order(s).
ShipStation will move the order out of the Awaiting Shipment status and into the On Hold status. Click On Hold in the left-hand sidebar to view these orders.
To manually remove an order from On Hold:
Go to the On Hold status and select the order(s).
Click the Remove Hold button or click Other Actions and choose Remove Hold.
Click Yes, Remove Hold in the confirmation window.
ShipStation will then return the order to the Awaiting Shipment status.
A few things to note about On Hold orders:
Use Automation Rules to automate the process. Review the Automation Rules article for details.
Add the Hold Until column to show the Hold Until date in the Orders grid.
The Hold Until date will also appear next to the order number in the Order Details screen.
Use filters and create custom views for On Hold orders.
You can continue to configure shipping and create labels for orders when they are in the On Hold status.
Some stores, like Magento, can import orders directly into the On Hold status. Automation rules will not run on these orders until they move to the Awaiting Shipment status.
For orders that were initially in the Awaiting Shipment status and then moved to On Hold, automation rules will not run on these orders when moved back to the Awaiting Shipment status.
Orders which are put On Hold will be updated to the Cancelled status if ShipStation receives a marketplace update which indicates the order was cancelled.
Assign orders to other users on your ShipStation account so your staff always knows what to work on. Used in conjunction with User Permissions, you can ensure everyone is focused on the correct task.
To assign orders, do the following:
Go to the Orders grid and select the order(s) you'd like to assign.
Click the Other Actions menu and choose Assign Orders.
Select the user you'd like to assign the order to.
Click Update Assignment.
Notes about assigned orders:
Enable the Assigned To column to view order assignments directly in the grid.
Automate order assignments using Automation Rules so orders are assigned as soon as they import into ShipStation.
You can change assignments at anytime following the above procedure.
Any shipment records created from an assigned order will automatically be assigned to the same user. However, you can change which user the shipment is assigned to at any time without affecting the order assignment.
You may want to cancel an order in ShipStation if you do not plan to ship it.
Keep in mind, however, cancelling an order in ShipStation does not affect the order's status in the selling channel. If you wish to cancel the entire order, the best option is to cancel the order in the selling channel directly. The next time you import orders from that store, ShipStation will update the order to the cancelled status automatically.
However, to cancel manual orders or move orders to the Cancelled status without affecting the order in the selling channel, do the following:
Locate the order in the Orders tab.
Open the Order Details screen (either double-click the order or click on the order number).
Click Other Actions and choose Cancel Order.
Click Cancel Order in the alert popup.
This process cancels the order and any associated shipments, if any exist. If a label cannot be voided, the order will still be cancelled.
Should you cancel an order by mistake, or need to return an order to the Awaiting Shipment status for any reason, choose the Restore Order option in either the drawer or the Order Details screen.