AT (Declined Credit Card Authorization)

The credit card the customer used for the order has been declined from authorization. The specific reason for the decline is identified by a code you define in the Authorization Service table.

AV (Address Verification)

The authorization sends a code that has not been defined as a vendor response code through Defining Authorization Services (WASV).

BD (Balance Due)

The order is paid with a prepaid pay type (pay category Cash/Check) and the amount of the short payment is greater than the dollar amount or percentage specified in the Pay Type table. If both a dollar amount and a percentage are defined for the pay type, then the system checks the dollar limit first to determine whether to apply the hold reason.

The system writes balance due amounts to the refund/credit subsystem for manual review and write-off.

If you apply sufficient additional payment to the order, the system releases the order from a balance due hold automatically.

BF (Bill To Fraud)

• you enter Fraud in the Hold/bypass/fraud field of the Bill To Customer table for the customer or

• the system finds a match on the standard match code or one of three fraud match codes in the Customer Fraud table.

BU (Bill To Unconditional Hold)

You enter Hold in the Hold/bypass/fraud field in the Bill To Customer table for the customer.

CB (Customer Rejected Deposit/Credit Card)

The system finds a match to the order's credit card on a rejected deposit associated with a deferred or installment payment plan.

When an order is placed on CB hold, the system writes an order transaction history message indicating the order has been placed on hold.

CI (Check Interface Hold)

One of the pay types defined on the order equals the pay type defined in the Check Interface Payment Type (G26) system control value.

DH (Dollar Hold)

• you defined a maximum order total in the Maximum Order Amount (A92) system control value, and

• the order total exceeds this value, and

• the system detects no hold conditions at the Sold To, Bill To, or Ship To level

• the order is not an e-commerce order that exceeds the Maximum Order Amount for E-Commerce Orders (H54)

EH (E-Commerce Dollar Hold)

• you defined a maximum order total in the Maximum Order Amount for E-Commerce Orders (H54) system control value, and

• you also defined a maximum order total in the Maximum Order Amount (A92) system control value, and

• the e-commerce (order API) order total exceeds the Maximum Order Amount for E-Commerce Orders (H54), and

• the system detects no hold conditions at the Sold To, Bill To, or Ship To level

Order Management System identifies an e-commerce order if the order type matches the E-Commerce Order Type (G42) system control value or if the Internet order flag in the Order Header table is set to I. The order API sets this flag to I when it creates an order.

EO (Email Fraud Hold)

The bill-to customer or sold-to customer has an Email address that matches an email address in the Miscellaneous Fraud table, or the order-level email matches; see Working with Miscellaneous Frauds (WMFF).

FC (Fraud Cancellation Hold)

The Cybersource Decision Manager Update Process retrieved order information from Decision Manager for orders that were marked as review during the Cybersource Decision Manager Review Process and the new decision assigned to the order is REJECT, indicating a user in Decision Manager reviewed the order and rejected the order.

In this situation, Order Management System places the order on FC Fraud Cancellation hold if the entire order cannot be cancelled.

FS (Fraud Scoring Hold)

The online authorization transaction sent to Cybersource for the credit card payment on the order was evaluated by Cybersource Decision Manager Fraud Scoring, and based on the order profile, requires review for possible fraud.

GC (Gift Card Hold)

The order contains a stored value card item and a stored value card payment method. The system evaluates this hold only if the Use Gift Card Fraud Checking (L72) system control value is selected.

IP

The ip_addr in the Inbound Order XML Message (CWORDERIN) (when creating an order through the generic order API) matched an IP address in the Miscellaneous Fraud table; see Working with Miscellaneous Frauds (WMFF).

PT (Pay Type)

The order is on pay type hold and no other hold exists. The system places the order pay type on hold, but displays PT at the header level to let you know that you need to investigate and release the pay type record.

RL (Oracle Retail Customer Engagement Communication Failure)

During the order accept process, Order Management System could not connect with Oracle Retail Customer Engagement to redeem the award amount applied to an order.

When an order is placed on RL hold, the system writes an order transaction history message indicating the award amount was not automatically redeemed so a user can log in to Oracle Retail Customer Engagement and manually redeem the award amount against the loyalty card: SYSTEM UPDATE Loyalty Award Redemption Failed 99.99, where 99.99 is the award amount applied to the order. See Applying and Redeeming Customer Engagement Awards during Order Processing for more information.

SB (Customer Rejected Deposit/Customer Fraud)

The system finds a match to the order's sold to customer on a rejected deposit associated with a deferred or installment payment plan.

When an order is placed on SB hold, the system writes an order transaction history message indicating the order has been placed on hold.

SF (Sold To Fraud)

• you enter Fraud in Hold/bypass/fraud field in the Sold To Customer table for the customer, or

• the system finds a match on the standard match code or one of three fraud match codes in the Customer Fraud table; see Working with Customer Fraud Tables (WCFD).

The system also sets a ship-to hold of HS.

SH (Ship To Hold)

The order is on Ship To hold only. The system places the Ship To record on hold, but displays SH at the header level to let you know that you need to investigate and release a Ship To record.

SM (Ship-to Mismatch)

The system places an order on SM Ship To Mismatch hold if the following conditions are met:

• the order contains a Credit Card pay category payment method, and

• the ship to address on the order is different from the sold to address, and

• the order total is greater than the Maximum Order Amount for Fraud Checking (D24), and

• the ship via priority for the ship via on the order header matches the Ship Via Priority for Ship To Mismatch (L71), and

• the number of times shipped to the address is less than the # of Times Shipped to Same Address (D25) OR the number of days since the last shipment to the address is less than the # of Days Since Last Order (D26).

See the Maximum Order Amount for Fraud Checking (D24) for examples.

SU (Sold To Unconditional)

You enter Hold in the Hold/bypass/fraud in the Sold To Customer table for the customer.

UB (Unreferenced Bill To)

You create a new bill-to customer through Order Entry. The system assigns this hold reason only if the Allow Order for New Bill-to Without Order Hold (D84) system control value is unselected.

Unlike the holds described below, this header level hold occurs prior to credit checking.

VD (Void Pick)

A pick slip for the order is voided through the Void/Reprint pick function by selecting Void All/Hold Order (see Void All Pick Slips and Hold Order in Reprinting and Voiding Pick Slips (WVRP or WSVP)).

You must release the order through Selecting Held Orders (ERHO), not through Order Maintenance.

Although this type of hold is not applied during the credit checking process, it has been described here because it is a system-level hold.

WO (Warranty Order Hold)

The cost for all of the warranty items on an order exceeds the amount defined in the Maximum Warranty Order Amount (F97) system control value. Since warranty items are added to an order at no charge, the system uses the cost defined in the Costing Method (A25) system control value to determine the dollar amount of a warranty item on an order. If you are using FIFO costing, the system uses the weighted average cost. If the cost was overridden on the order detail line, the system uses the cost override.

WC (Warranty Customer Hold)

The Life to date warranty dollars field on the Work with Customer Warranty Information Screen for the sold to customer exceeds the amount defined in the Maximum LTD Warranty Amount for Customer (F98) system control value. The system uses this calculation to update the Life to date warranty dollars field:

warranty shipped amount - warranty returned amount = life to date warranty dollars amount.

ZB (Bill To Zip Fraud)

The postal code on the Bill To address matches a postal code in the Miscellaneous Fraud table.

ZS (Sold To Zip Code Fraud):

The postal code on the Sold To address matches a postal code in the Miscellaneous Fraud table.

ES

The shipping address on the order has an email address that matches an email address in the Miscellaneous Fraud table; the match can be a recipient, a permanent ship-to or an order ship-to. (Note: The system puts the order on hold only if the customer’s primary email address matches the email address in the Miscellaneous Fraud table.) See Working with Miscellaneous Frauds (WMFF), Creating and Updating Ship-to Customers (WCST), Adding a Recipient Order in Order Entry, and Assigning an Order Shipping Address.

HF (Ship To Fraud)

Applies to a permanent Ship To on an order when the system locates a match on the standard match code or on a fraud match code in the Fraud table; see Working with Customer Fraud Tables (WCFD).

HS (Ship To/Sold To Fraud)

The ship-to address on the order matches an address in the Fraud table; see Working with Customer Fraud Tables (WCFD). This is a secondary hold applied if a sold-to fraud (SF) occurs. Also, the system assigns this hold reason code if you have not set up all four of the match code types through Setting Up Match Codes (MMCH).

ZH (Ship To Zip Fraud)

The postal code on the Ship To address matches a postal code in the Miscellaneous Fraud table; see Working with Miscellaneous Frauds (WMFF).

The HF or ZH hold codes may apply when the Ship To and Sold To customers differ (that is, when the order includes a permanent or one-time shipping address).

TM (Time hold)

You specify a time period in the Pay Type table. For example, you may decide to hold a customer's check for a specified number of days, so that you are sure that the check clears.

The hold remains in effect until the time period elapses or until you release the order from hold manually through the Release Held Orders program; see Selecting Held Orders (ERHO).

The system places all recipient orders on time hold if the order uses multiple payment methods or has multiple recipients.

KF (Check fraud)

The system checks orders against the Miscellaneous Fraud table, and the micra number (routing number, located on the bottom of the check) is in the Miscellaneous Fraud table; see Working with Miscellaneous Frauds (WMFF).

CF (Credit Card Fraud)

The system finds the credit card number in the Miscellaneous Fraud table; see Working with Miscellaneous Frauds (WMFF).

CW (Waiting for Credit Card Authorization)

Orders are waiting for authorization from a credit card service bureau.

If the only hold on the order is CW, then the order does not actually go on hold. Instead, the order continues its normal routing process. The order displays CW as the pay type status in standard Order Inquiry, but the order is open. The system authorizes the amount to be shipped during Pick Slip Generation. If the service bureau declines the order at this point, then the order may go on hold, depending on the reason for the decline.

When the service bureau declines the credit card charge, the system checks the Vendor Authorization table to determine if a hold code exists for the decline reason. If the Hold reason field in the Vendor Response record is blank, the system will not place the order on a declined authorization hold. Instead, it assigns AV as a hold reason at the header level of the order to remind you that the order is waiting to be resubmitted for authorization.

If the Vendor Response record includes a hold reason code for the declined reason, then the system places the pay type on hold using the hold reason code in the Vendor Response record, and assigns a code of AT to the order header.

Example:

The service bureau gives you the following reasons for declining authorization:

01 = Card stolen

02 = Unable to reach bank

You create a record for each reason in the Vendor Authorization table, entering XY in the Hold reason field as a code for “card stolen,” and leaving the Hold reason field blank for “unable to reach bank.”

Scenario 1: The service bureau declines a credit card charge, returning 01 (card stolen) as the reason for the decline. The system:

1. Checks the Vendor Response record for response code 01 and finds XY in the Hold reason field.

2. Places the order on hold, assigning AT (Authorization declined) to the order header.

3. Places the pay type on hold, assigning XY to the pay type.

Scenario 2: The bank's phone line is busy when the service bureau tries to authorize the credit card charge. The service bureau returns code 02 (unable to reach bank) as the reason. The system:

1. Checks the Vendor Authorization table for response reason code 02 and finds no code in the Hold reason field.

2. Leaves CW at the pay type level, indicating that the order will be automatically resubmitted for authorization.

PV (Pay Plan Velocity Hold)

A credit card has been used too many times within a specified period for an order containing a deferred or installment payment plan. The system determines when to place an order on PV pay type hold based on the values defined in the:

• Number of Times Flexible Payment Option is Used (F52) system control value. This system control value defines the number of times a credit card can be used before an order containing a deferred or installment payment plan is placed on PV hold.

Example:

If you enter 2 in the Number of Times Flexible Payment Option is Used (F52) system control value, the system will place an order on PV hold if the credit card has been used on more than 2 orders containing a deferred or installment payment plan.

• Number of Days Flexible Payment Option is Used (F53) system control value. This system control value defines the number of days this credit card can be used before an order is placed on hold. The system only determines the number of days a credit card can be used before its next use on an order containing a deferred or installment payment plan if the credit card exceeded the number of days defined in the Number of Times Flexible Payment Option is Used (F52) system control value.

Example:

If you entered 2 in the Number of Times Flexible Payment Option is Used (F52) system control value and the credit card was used on more than 2 orders containing a deferred or installment payment plan, the system would then determine the last time the credit card was used. If you entered 5 in the Number of Days Flexible Payment Option is Used (F53) system control value, the system would place the order on PV hold if the credit card was used on more than 2 orders containing a deferred or installment payment plan and the credit card was used less than 5 days ago.

P$ (Pay plan Dollar Threshold)

The total dollar amount and invoice amount outstanding for a sold to customer on orders containing a deferred or installment payment plan exceeds the dollar amount defined in the Dollar Threshold for Sold To Customer Orders with Flexible Payments (F54) system control value.

The system uses this calculation to determine the total dollar amount outstanding for a sold to customer on orders containing a deferred or installment payment plan:

balance open amount + open invoice amount = total outstanding dollar amount

Example:

Dollar threshold amount = 100.00

balance open amount = 75.00

open invoice amount = 50.00

75.00 + 50.00 = 125.00 (total outstanding dollar amount)

Since the total outstanding dollar amount is greater than the dollar threshold amount defined in the Dollar Threshold for Sold To Customer Orders with Flexible Payments (F54) system control value, the system places the order on P$ hold.