Instructions for canceling orders, assigning orders to a user on your ShipStation account or put an order on hold.
When managing your 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 without shipping it.
The Hold action puts orders into the On Hold status until a specified date. This is useful for pre-orders, delaying orders with out of stock products, or delaying orders for any other reason.
Select the order(s) you wish to put on hold in the Orders grid.
Click the Hold button.
Select a date from the calendar pop-up.
ShipStation will keep the order in the On Hold status until this date, and then automatically move the order back to Awaiting Shipment.
Click Confirm .
ShipStation will move the order out of the Awaiting Shipment status and into the On Hold status. Click On Hold in the left-hand sidebar to view these orders.
You can also use a Bulk Action to specify the number of days to hold an order, instead of specifying the date.
Go to the On Hold status and select the order(s).
Click the Restore button.
Click Confirm in the confirmation window.
ShipStation will then return the order to the Awaiting Shipment status.
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.
The Hold Until date will also appear next to the order number in the Order Details screen.
Use filters and create custom views for On Hold orders.
You can continue to configure shipping and create labels for orders when they are in the On Hold status.
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.
For orders that were initially in the Awaiting Shipment status and then moved to On Hold, automation rules will not run on these orders when moved back to the Awaiting Shipment status.
Orders which are put On Hold will be updated to the Cancelled status if ShipStation receives a marketplace update which indicates the order was cancelled.
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.
Assigning can be done using the Assign action button or with a bulk action.
Use Automation to Assign Orders
Automation rules can also assign orders to your users as the orders import.
To learn how to automate the assigning process, see our Automation Rules article.
Go to the Orders grid and select the order(s) you'd like to assign.
Click the Assign drop-down menu and choose a user.
If you need to assign the user to more orders than your page view size, you can use a bulk action to assign the users to all orders in the current view.
Click the Other Actions button and choose Apply Bulk Actions.
Select Assign to a User from the first drop-down menu.
Select the appropriate user from the second drop-down menu.
Enable the Assigned To column to view order assignments directly in the grid.
Automate order assignments using Automation Rules so orders are assigned as soon as they import into ShipStation.
You can change assignments at anytime following the above procedure.
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.
Canceling an order in ShipStation will not affect the status of the order within your Selling Channel/Marketplace (with the Jet marketplace being the notable exception).
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.
To cancel manual orders or move orders to the Cancelled status without affecting the order in the selling channel, do the following:
Select the order(s) to cancel from the Order grid.
Click Other Action and choose Cancel.
An alert will appear asking for confirmation.
Click Ok, Cancel Order(s).
This process cancels the order in ShipStation. View Cancelled orders by selecting Cancelled in the order status sidebar.
Should you cancel an order by mistake, or need to return an order to the Awaiting Shipment status for any reason, do the following:
Select the status of the order you wish to restore from the status sidebar.
Select the order(s) to restore.
ShipStation will move the order back to the Awaiting Shipment status.
If you don't 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.