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Holds

A hold stops goods from being delivered until an issue is sorted out — for example, when a customer has an unpaid balance or a problem with the shipment needs checking first.

While a delivery is on hold, nobody can mark it as delivered: not the driver in the driver app and not a dispatcher in the portal. Pickups are not affected, so the goods can still be collected and carried. Once you resolve the hold, the delivery can be completed as usual.

You need the Place hold on order/delivery permission to place holds and the Resolve/remove hold permission to resolve them.

What a hold can cover​

Hold onEffect
The entire orderEvery delivery (drop-off) of the order is held.
One deliveryOnly that drop-off is held. The order's other deliveries can go ahead.

Place a hold​

On a whole order:

  1. In the Orders list, open the row's ⋮ menu, or open the order and use the ⋮ menu in the header.
  2. Choose Set HOLD.
  3. Optionally enter a Reason, for example why the delivery must wait.
  4. Select Place Hold.

On one delivery:

  1. Open the order on the Order Details tab, or find the stop on the Dispatch board.
  2. Open the delivery's ⋮ menu and choose Set HOLD.
  3. Optionally enter a Reason and select Place Hold.

On several orders at once:

  1. In the Orders list, select the orders.
  2. Open the ⋯ menu and choose Set HOLD.
  3. Choose whether to hold the Entire order (all drop-offs) or each order's Delivery stops (each drop-off).
  4. Optionally enter a Reason and select Place Hold.

Find orders on hold​

A red HOLD badge marks held work wherever it appears:

  • next to the order number in the Orders table and on Board cards;
  • on the held delivery in the order workspace;
  • on the stop card on the Dispatch board, and as a count on the route card, so you can spot held deliveries without opening every route.

To see a hold's details, select the eye icon next to the badge in the Orders table, or choose View HOLD Details from the menu. The details show the reason, who placed the hold and when, and — once resolved — who resolved it and when.

Resolve a hold​

  1. Choose Resolve HOLD from the same menu you used to place it.
  2. Confirm with Mark Resolved.

To resolve holds on several orders at once, select them in the Orders list, open the ⋯ menu and choose Resolve HOLD.

If a delivery is held because the whole order is on hold, resolve the order's hold rather than the delivery's.

Placing and resolving holds is recorded in the order's audit log.

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