Payment Holds

Payment Holds allow users to temporarily prevent an unpaid order from being picked and shipped until the order has been paid in full. Enabling this setting will exclude the order from the picking queue until the hold has been removed.

Payment Holds from Shopify

By default, unpaid orders from Shopify will import into ShipHero with a payment hold. This can be changed by enabling Even if order is unpaid in Shopify, never apply a Payment Hold in your store settings.

To enable this feature:

1. Go to My Account > Stores > Settings.
2. Scroll down to the Sync Settings Shopify to ShipHero section.
3. Enable Even if order is unpaid in Shopify, never apply a Payment Hold.
4. Click Save.

Shopify users also can remove a payment hold once the order has been paid in Shopify by enabling If an order is paid in Shopify, but has a payment hold in ShipHero, remove the payment hold in ShipHero. This option will notify ShipHero to remove a payment hold once the order is marked as paid in Shopify.

To enable this feature:

1. Go to My Account > Stores > Settings.
2. Scroll down to the Sync Settings Shopify to ShipHero section.
3. Enable If an order is paid in Shopify, but has a payment hold in ShipHero, remove the payment hold in ShipHero.
4. Click Save.

Why is this Shopify Order on a "Payment Hold" when it was Paid by Money Order?

When an order is paid using a Money Order, ShipHero will place the order on Payment Hold. You can change this by selecting Mark as Paid in Shopify or removing the Payment Hold in ShipHero.

Bigcommerce, Woocommerce, Magento v2, and Mystoreno Stores

Bigcommerce, Woocommerce, Magento v2, and Mystoreno allow users to set up payment holds that correlate with the order's status through Map Statuses. This option triggers the hold when an order is imported into ShipHero with a specific status.

To map payment holds:

1. Go to My Account > Stores > Map Statuses.
2. Select Payment Hold from the appropriate drop-down from the Order Hold column.
3. Click Save.

What if my store's settings do not support payment holds?

Amazon, eBay, Walmart, Etsy, and Google do not support payment holds through their store settings. However, users can add or remove holds in ShipHero through the dashboard or create an automation rule.

Payment Hold Email Notifications

To receive email notifications each time an order is placed on a payment hold:

1. Go to My Account > Settings > General Settings.
2. Scroll to Notify Payment Hold Email.
3. Enter the email address.
4. Click Enter.