Holds

A hold stops work on an order, or on some of its units, until someone has looked at it. Boxture uses holds at two levels:

Level	What is held	Typical cause	What you see
Order hold	The whole order: its state becomes hold.	A user clicked Hold, or an integration delivered an order with invalid details.	State hold on the order and in the order list.
Item hold	Individual order line items (and their inventory). The order keeps its state.	A picking problem (no inventory or expired inventory in a bin), or goods received with a hold reason such as Damaged.	A Hold count on the order and its lines; the order appears in the Hold view of the order list.

Every hold creates a ticket with one or more tasks. You release the hold by completing the right task on that ticket. Tickets are listed on the order page under Other › Tickets and in the Tickets section of the sidebar. See Problems.

Putting an order on hold

1. Open the order.
2. Click Hold.

The Hold button is available to Admins, Warehouse associates and Account owners, for orders in any state except hold, completed and cancelled. That includes concept orders.

When an order is put on hold, Boxture:

• remembers the current state of the order, so it can return to it later,
• sets the order state to hold and records who held it and when,
• puts the order's open shipments on hold as well,
• creates a ticket "Manual hold for order …" with the task Release manual hold,
• triggers the hold event, which can send a message, generate papers or start an integration flow if your account is set up for it.

While an order is on hold you cannot confirm, allocate, pick, pack, receive or cancel it. Automatic allocation skips it.

Releasing a manual hold

1. Open the ticket, from the order's Tickets tab or from Tickets in the sidebar.
2. Perform the task Release manual hold.

Boxture then:

• puts the order back into the state it had before the hold,
• releases the order's shipments,
• releases any inventory of the order that was on hold, back to its previous state,
• runs automatic allocation for the products concerned, so waiting orders can use the stock.

The task is completed as soon as the order is no longer on hold.

Invalid order details

Orders created by an integration (Shopify, WooCommerce, NetSuite, Le New Black) are sometimes incomplete or incorrect, for example a delivery address without a postal code, or a reference number that is already in use. Rather than losing such an order, Boxture saves it anyway and puts it on hold with the ticket "Invalid details on order …" and the task Validate order.

To resolve it:

1. Open the order and click Edit. Correct the details.
2. Save the order. If something is still wrong, the form tells you which field.
3. Go back to the ticket and perform Validate order.

Boxture checks the order again. If it is still invalid, the task fails with "Order … is not valid. Edit and correct it, then return here to resolve the hold." If it is valid, the hold is released exactly like a manual hold.

Packing also checks the order: if an order has become invalid, packing fails with "invalid order details, edit the order to correct them".

Item holds from picking problems

When a picker reports a problem in a bin, such as No inventory during picking or Inventory to pick has expired, Boxture:

• puts the affected inventory and the order line items allocated to it on hold,
• puts the pick lists that would pick from that bin on hold,
• creates one ticket for the bin location and all affected orders.

The order keeps its state, but the held units cannot be picked. The ticket offers these tasks:

Task	On	What it does
Reallocate order	each order	Releases the order's allocations (keeping the problem inventory on hold) and allocates the order again from other stock. Fails with "no inventory allocated" if no new stock could be found.
Cancel order	each order	Releases the allocations and cancels the order.
Reallocate all orders	the bin location	Runs Reallocate order for every affected order that still has units on hold.
Undo no inventory picking problem	the bin location	Use when the stock turned out to be there after all: puts the inventory, order line items and pick lists back in their previous state.

An order's task counts as done once it has no units on hold any more. The full picking procedure is described in Picking problems.

Item holds from receiving

When you receive goods and choose a Hold reason (for example Damaged), the received units do not become available stock. They are received on hold, together with their container, and a ticket is created with the task Inspect order-line-item.

To inspect:

1. Open the ticket and perform Inspect order-line-item.
2. For each group of units, enter the product, container, quantity and the status they should get: new if they turned out fine, defective if they are damaged. Fill in the serial number, lot and expiry date where the product requires them.
3. Confirm.

The inspected units become received and their inventory becomes available with the chosen status. The container is released once nothing in it is on hold any more. Units on hold do not prevent an inbound order from completing. See Receiving.

Holds on inventory and containers

Inventory and containers can also be put on hold directly, outside of an order. Allocation never uses held stock or stock in a held container; affected orders stay pending until the hold is released. See Holds and releases.