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Held Orders

The queue of paused fulfilments. Release, deny, or escalate.

Held Orders is the focused queue for fulfilment decisions. Every order RefundSentry has paused — either via a rule you switched on or a block — appears here with the reasoning that triggered the pause and a clear path to release, deny, or escalate.

What you see

  • Hold metrics at the top — total active holds, dollar value at stake, and the breakdown by reason.
  • Status tabs — Active holds, recently released, recently denied.
  • Per-order row — Order number, customer, value, the signals that triggered the hold, days held, and the action menu.
  • Bulk action bar — Select multiple rows to release or deny in one step. Useful for clearing a fraud-ring match.

Auto-release

The Auto-Release card lets you set a maximum hold age — e.g. “release any order held more than 7 days.” Useful as a safety net so legitimate orders don’t sit indefinitely if your ops team is slow. Configure it on the Settings page (Advanced section) or in the Automation Hub.

Decision modal

Clicking Release or Deny opens a confirmation modal that requires a short reason. The reason is logged to the order’s audit trail and used as training signal for the learning system, so write something meaningful (“customer contacted us, legit” or “repeat refunder, denied”) rather than “ok”.

Where holds come from

Two sources: (1) a block, when the order comes from a blocked customer, ships to a blocked address, or uses the card, device or connection of a blocked customer; (2) a hold rule on Automation that you switched on, since every rule starts paused.

Next steps