Address & Order Holds

It's important to monitor your shipment dashboard for any address holds as the order will not be released to pick/ship until that address hold is removed. You can also visit the Manage Orders page and use the filters to view orders on Address Hold (https://app.shiphero.com/dashboard/orders/manage?address_hold=true)

The video at the bottom will walk you through this area of the dashboard as well as how to remove the address hold. In the event that you do need to change the address you can by:

1. Going to the order detail page

2. Click the pencil icon next to the shipping address box (bottom right of the order detail page)

3. Update the address, click save

4. If the address is valid it will automatically remove the hold. Please make sure that it validates, this is usually indicated by making the address all uppercase and removing the hold automatically.

5. If the address has been verified with the customer and it is still not validating, you can select "Ignore Address Validation Errors", then manually remove the address hold and that will allow the order to ship. IMPORTANT: By checking this box you are risking the item being returned to sender as the address may truly not exist, please use this at your own risk.

If an order needs to be put on hold for any reason via you / your team (i.e. Address Validation) then please use Operator hold as this is the strongest hold within the system.

This will then move the order back into then pick/ship queue pending there are no other holds on the order (i.e. out of stock items, operator hold, etc.)