Policy

There are several reasons an Order may be placed On Hold:

When a product is on back order, and not expected to be received for more than 48 business hours
If an address isn't valid in SS, and you need to confirm with the client
If a client calls regarding adding/removing/changing their order.

**Virtual clients currently in the program may need their order shipped right away. In these cases, the order should be split. If an item is on back order but other items are in stock, and the client is on the virtual program, the in stock items are to be shipped immediately and only the back ordered items are to be held.

Orders placed on hold should be reported to the Manager ASAP.

1. Log into Ship Station

2. Look up the client's order by Order number, Name or Email.

1. If the whole order is back-ordered, select ‘Hold’

1. Select ‘Date’ to hold order to

1. If only part of the order is back-ordered and it will be more than 48 hours till these items are in stock, split ship the order. https://naturalacneclinic.happyfox.com/staff/kb/articles/135

1. If the whole order is being held for more than 48 hours due to items on backorder, emails the customer to let them know when the order will ship.