Overview
Orders are put on hold and in "Under Review" status when there is an issue that requires your attention and must be fixed before we can ship them. To avoid further delays to your customer, these orders must be edited to fix the issues before they can drop to our WMS for fulfillment. It's important to note that the SLA for these orders do not start until they have successfully been fixed and sent to our WMS.
Who Can Edit and Fix Orders Under Review
Anyone on your team who has an "admin" role is able to edit these orders directly in our OMS. Reach out to Customer Support if you need to change someone from the "user" role type to "admin." You can create new users with the appropriate user type directly in the OMS.
Why Orders are Put Under Review
Orders are placed under review when they have the following issues:
Issue | Resolution | Reminders |
Shipping address is too long |
Edit the order and adjust it to fit the character limits for each address line | |
Ship method is missing |
Edit the order and choose the correct ship method from the drop down
|
When manually creating orders in Shopify, ensure you enter the customer & shipping details. (Shopify will let you submit without this information) |
Ship method is not mapped in our system |
Edit the order and choose the correct ship method from the drop down Notify your Account Manager and Customer Support that you have a new ship method at checkout and what it should be mapped to |
Going forward, it's important that you provide your Account Manager MasonHub Support the new shipping language and corresponding ship method before you make any changes to your checkout options on your store. MasonHub will need to map this in the backend of our OMS so orders do not get held and backed up |
Items on the order are missing HS or COO codes (only applicable to international orders) |
Update your SKU catalog to include the missing information. Your SKU updates will sync with our OMS and update the catalog in our system A scheduled worker will run hourly at :08 to check if the SKUs on these orders have been updated, and if so, the order will drop to our WMS and no longer be "Under Review" |
Ensure all the products you sell internationally have both Country of Origin and HS codes in Shopify. Follow Shopify's instructions for adding these fields. |
Review Orders On Hold
A real-time summary of the orders currently on hold and under review can be found on your MasonHub dashboard. Your team should actively monitor and edit these orders to fix the issues so they can drop to our WMS and be fulfilled without delay.
This table provides an overview of the number of orders, SKUs, and total units impacted. For more details, you can drill into the specific orders right from the count.
If an open order is currently under review, you'll also see an Under Review warning message on both the Orders & Shipments page and the order detail page.
Hover over the alert on the Orders & Shipments page to see a description of the missing or incorrect information.
The Under Review description can be found above the order timeline on the order detail page. This will instruct you on what information needs to be edited in order to successfully process and ship the order.
Please Note: Our SLA calculation begins once the order has been resolved and is successfully sent to the Warehouse Management System (WMS). |