Hold, Assign, and Cancel Orders

Instructions for canceling orders, assigning orders to a user on your ShipStation account, or put an order on hold.

When you manage orders, you may need to put some orders on hold, assign certain orders to specific users on your ShipStation account, or cancel the order in ShipStation to remove it from Awaiting Shipment or Awaiting Payment without shipping it.

Put Orders On Hold

The Hold action puts orders into the On Hold status until a specified date. This is useful for pre-orders, out of stock products, or delaying orders for any other reason.  

Hold Order Until Specified Date

Ship an On Hold Order

Manually Remove Order From Hold

Quicksearch & Advanced Search - Remove Hold

When you find an order in the On Hold status via Quicksearch or Advanced Search, you can use the Remove Hold button to quickly move them out of the On Hold status. Select the order(s) you want to move out of On Hold status and click Remove Hold.

The remove hold button is marked.

Remove Hold in Order Details

  1. Open the Order Details screen for the order that is on hold.

  2. Click the Remove Hold button.

    Click the remove hold button at the top of order details.
  3. Click Remove Hold to confirm that you wish to move the order to Awaiting Shipment.

    The remove hold popup - This order will be moved to the Awaiting Shipment status. This will only affect the order status in ShipStation. You may need to take further action in your online marketplace. The Remove Hold button is marked.

The order will be moved from On Hold to the Awaiting Shipment status.

Notes about On Hold Orders

  • You can continue to configure shipping and create labels for orders when they are in the On Hold status. 

  • The On Hold tag will appear next to the order number in the Order Details screen.

    Order Details screen closeup. Shows the Hold Until date at right of the order number.
  • Use Automation Rules to automate putting orders on hold. Review the Automation Rules article for details. 

  • Add the Hold Until column to show the Hold Until date in the Orders grid. 

  • Use filters and create custom views for On Hold orders. 

  • Some stores, like Magento, can import orders directly into the On Hold status. Automation rules will not run on these orders until they move to the Awaiting Shipment status.

  • Orders that are On Hold will be updated to the Cancelled status if ShipStation receives a marketplace update indicating the order was cancelled.

  • Orders that imported as Awaiting Payment and have not been paid will move to Awaiting Shipment when removed from On Hold status.

Assign an Order

Assign orders to other users on your ShipStation account so your staff always knows what to work on. Used in conjunction with User Permissions, you can ensure all your staff knows what they should be working on as soon as they log in. 

Use Automation to Assign Orders

Automation rules can also assign orders to your users as the orders import.

To learn how to automate the assign orders process, see our Automation Rules article.

Any shipments created for an assigned order will automatically be assigned to the same user.

Notes about Assigning Orders

  • Enable the Assigned To column to view order assignments directly in the grid. 

  • You can change assignments at any time following the above procedure.

  • When you assign an order to one of your users, the Order Detail’s Shipment Activity will log and show that assignee. This lets you easily see if an order was reassigned from one user to another.

  • Automate order assignments using Automation Rules so orders are assigned as soon as they import into ShipStation.

  • Any shipment records created from an assigned order will automatically be assigned to the same user. However, you can change which user the shipment is assigned to at any time without affecting the order assignment.

Cancel and Restore Orders

You can cancel orders if you are not going to ship them and need them removed from the Awaiting Shipment status. You can also restore orders in ShipStation if they were canceled by mistake.

If you are trying to cancel a fulfilment request, see our Cancel fulfilment article for instructions.

Cancel only affects orders in ShipStation

When you cancel an order or fulfilment in ShipStation, it will not affect the status of the order within your Selling Channel or Fulfilment Provider.

To completely cancel an order, it is best practice to cancel it from the selling channel. ShipStation will update the order as Canceled the next time you import orders from that store.

Cancel Orders

This process cancels the order in ShipStation. View Cancelled orders by selecting Cancelled in the order status sidebar.

You can then void the label and request a refund of the postage cost from your carrier. The order will still be cancelled even if the label cannot be voided by the carrier.

Restore Orders

ShipStation will move the order back to the Awaiting Shipment status.

Alternatively, you can also open the Order Details screen for the cancelled order, then click the Restore button in the sidebar.

Canceled Order Details popup. In Shipping section, red arrow points to Restore button.

Voiding Labels

If you do not wish to cancel the order, but instead just cancel the shipment, you can do so by voiding the label. Voiding the label will remove the shipment from the order and move the order back to the Awaiting Shipment status.