Overview: Use the Order Holds window to review and work with the holds placed on an order.
How to display: Select the Held Order Status link in the Order Information panel of the Order Summary page.
This window displays holds in the following order:
• system hold
• payment method hold
• ship-to hold
• user hold
In this topic:
• Assigning an Order Hold Reason to an Order
• Authority to Release Order Hold Reasons
For more information:
• Order Holds Options for step-by-step instructions on the actions you can perform on the Order Holds window.
• Fields on Order Holds for a description of the fields on the Order Holds window.
Purpose: The system places orders on hold for a variety of reasons, most having to do with the credit checking process. The credit checking program executes automatically whenever you accept a new order or when you accept changes to an existing order.
Hold reason codes are defined in the Order Hold Reason Code table. You can create and work with order holds using the Work with Order Hold Reason Codes (WOHR) menu option. You need to verify that each system-assigned code exists in the Order Hold Reason Code table. Although the system assigns these codes to orders it places on hold, you will not be able to release the orders if the system does not find the appropriate code defined in the Order Hold Reason Code table.
You must release all holds on an order before the order can continue to process through the system. For example, if a multiple pay type order that includes a credit card and a check is placed on hold for credit card fraud and a time hold for the check, you must correct both conditions to release the order.
Assigning an Order Hold Reason to an Order
The system assigns order hold reason codes based on conditions that exist at the order header level and with certain pay types. You must establish fraud and hold criteria in the System Control table, Customer and Miscellaneous Fraud tables, Customer tables, and the Pay Type table.
You cannot modify or delete hold reason codes that the system assigns, although you can prevent their use in some cases by unselecting the Fraud Checking (A68) system control value.
Each hold updates the order header table status to H (Hold). The system checks for hold conditions and assigns holds at three levels:
• System (or header) level
• Ship-To level
• Payment Method level
An order can be on hold at all three levels at the same time, or just on system hold. There will always be a system hold when there is a Ship-To hold or a Payment Method hold.
The system looks for, and assigns, hold codes in the following order:
• Sold-To customer
• Bill-To customer, when the system does not place an order on Sold-To customer hold
• Ship-To customer
• Dollar amount, when the system does not place an order on Sold-To or Bill-To customer hold
• Payment Methods, regardless of system and Ship-To holds already placed on the order
Orders go on header-level holds for reasons at the Sold-To level, Bill-To level, dollar level, or if there is only a Ship-To or pay type hold. When any of the hold codes described below apply, the system updates the Order Header table with the system hold reason code.
• AT (Declined Credit Card Authorization): Assigned when 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): Assigned when the authorization sends a code that has not been defined as a vendor response code through the Work with Authorization Services (WASV) menu option.
• BD (Balance Due): Assigned when 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): Assigned when:
• 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): Assigned when you enter Hold in the Hold/bypass/fraud field in the Bill To Customer table for the customer.
• CB (Customer Rejected Deposit/Credit Card): Assigned when 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): Assigned when 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): Assigned when:
• 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, and
• The order is not an e-commerce order that exceeds the Maximum Order Amount for E-Commerce Orders (H54) system control value.
• EH (E-Commerce Dollar Hold): Assigned when:
• 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 value in the Maximum Order Amount for E-Commerce Orders (H54) system control value, and
• The system detects no hold conditions at the Sold-To, Bill-To, or Ship-To level.
The 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): Assigned when the bill-to customer or sold-to customer has an email address that matches an email address in the Miscellaneous Fraud table (Work with Miscellaneous Frauds (WMFF)), or the order-level email matches.
• FC (Fraud Cancellation Hold): Assigned when 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, the system places the order on FC Fraud Cancellation hold if the entire order cannot be canceled.
• FS (Fraud Scoring Hold): Assigned when 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): Assigned when the order contains a gift card item and a gift card payment method. The system evaluates this hold only if the Use Gift Card Fraud Checking (L72) system control value is selected.
• IP (IP Address Hold): Assigned when 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 (Work with Miscellaneous Frauds (WMFF) menu option).
• PT (Pay Type): Assigned when 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 (Customer Engagement Communication Failure): Assigned during the order accept process, the system could not connect with 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 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.
• SB (Customer Rejected Deposit/Customer Fraud): Assigned when 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): Assigned when:
• 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 (Work with Customer Fraud Tables (WCFD) menu option).
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): Assigned when:
• 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).
• SU (Sold To Unconditional): Assigned when you enter Hold in the Hold/bypass/fraud in the Sold To Customer table for the customer.
• UB (Unreferenced Bill-To): Assigned when 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. This header level hold occurs prior to credit checking.
• VD (Void Pick): Assigned when a pick slip for the order is voided through the Void/Reprint pick function by selecting Void All/Hold Order. You must release the order through the Release Held Orders (ERHO) menu option, 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): Assigned when 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): Assigned when 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.
The system continues searching for hold conditions at the Ship-To level. When a hold occurs at the Ship-To level, the system updates the Ship-To order reason and status with one of the codes discussed below. The following code applies when there is only a Sold-To customer on the order.
• ES (Email Ship-To Fraud): Assigned when 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.
• 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 (Work with Customer Fraud Tables (WCFD) menu option).
• HS (Ship To/Sold To Fraud): Assigned when the ship-to address on the order matches an address in the Fraud table (Work with Customer Fraud Tables (WCFD) menu option). 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 the Work with Match Codes (MMCH) menu option.
• ZH (Ship To Zip Fraud): Assigned when the postal code on the Ship-To address matches a postal code in the Miscellaneous Fraud table (Work with Miscellaneous Frauds (WMFF) menu option).
Note: 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).
The system checks for payment method holds, regardless of any other order holds. The payment methods used on the order control how the system performs the credit check routines.
Prepaid (Cash/Check) Payment Method Holds
Prepaid orders are orders paid by cash or check.
• TM (Time hold): Assigned when you specify a time period in the Pay Type table (Work with Pay Types (WPAY) menu option). 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 (ERHO) menu option. The system places all recipient orders on time hold if the order uses multiple payment methods or has multiple recipients.
• KF (Check fraud): Assigned when 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 (Work with Miscellaneous Frauds (WMFF) menu option).
Credit Card Payment Method Holds
• CF (Credit Card Fraud): Assigned when the system finds the credit card number in the Miscellaneous Fraud table (Work with Miscellaneous Frauds (WMFF) menu option).
• CW (Waiting for Credit Card Authorization): Assigned when 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 payment status, 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.
Note: The CW hold reason is not displayed at the Order Holds window or the Manage Held Orders or Held Order Summary pages. You cannot release this hold reason.
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): Assigned when 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): Assigned when 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.
Most of the hold reason codes the system assigns revolve around issues of suspicious credit. However, you can also create your own hold reason codes for other business reasons in the Work with Order Hold Reason Codes (WOHR) menu option.
A user-defined hold reason displays for a payment method if, for example, the payment method was declined by the authorization service and you associated the vendor response with a unique pay type hold reason.
You can also assign a hold reason to the order, changing the order status to Held if it was previously Open. See Place the Order on User Hold.
Authority to Release Order Hold Reasons
Purpose: The system uses the following hierarchy to check for a user’s authority to release an order from hold through the Order Holds window.
1. User’s authority to the Release Held Order (ERHO) menu option: full *ALLOW authority is required to release all holds except for user holds.
2. User's authority to the specific order hold reason as defined in the Work with Order Hold Reason Codes (WOHR) menu option.
3. User's user class authority to the specific order hold reason as defined in the Work with Order Hold Reason Codes (WOHR) menu option.
4. User's authority to the Order Hold Reason Release Authority (A77) secured feature as defined in the Work with Users (WUSR) menu option.
5. User's user class authority to the Order Hold Reason Release Authority (A77) secured feature as defined in the Work with User Classes (WUCL) menu option.
6. Default setting of the Order Hold Reason Release Authority (A77) secured feature as defined in the Work with System Values/Features (WSYS) menu option.
The system checks each setting in the above order, skipping over any blank settings until it finds a *ALLOW or *EXCLUDE setting.
Example One: USER1 is assigned to the user class WAREHOUSE. The Order Hold Reason Release Authority (A77) secured feature is set to *ALLOW. The WAREHOUSE user class authority for order hold reason UH is set to *EXCLUDE. USER1’s user authority for order hold reason UH is set to *ALLOW. The result is that USER1 can release orders from UH hold, because her user authority overrides the other settings. However, the other users in the WAREHOUSE user class cannot release orders from UH hold, unless they also have an override at the user level.
Example Two: USER2 has a Order Hold Reason Release Authority (A77) secured feature setting of *EXCLUDE. However, the user settings for the AA and BB hold reason codes only are set to *ALLOW. This user is not assigned to a user class. The result is that USER2 can release orders from AA and BB hold only, but is excluded from releasing an order with any other hold reason code.
What if the hold reason is not defined in Work with Order Hold Reason Codes (WOHR)? If the system put an order on hold with a hold reason code that was not defined in Work with Order Hold Reason Codes (WOHR), you can release the hold provided you have authority to the Order Hold Reason Release Authority (A77) secured feature. In this situation, authority to the Release Held Order (ERHO) is not required.
________________________________
Copyright © 2020, Oracle and/or its affiliates. All rights reserved.
Legal Notices