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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 an automation rule or a manual hold — appears here with the reasoning that triggered the pause and a clear path to release, deny, or escalate.

What you see

  • Hold metricsat 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 Denyopens 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 “serial returner, denied”) rather than “ok”.

Where holds come from

Three sources: (1) the auto-hold automation card on Automation, which holds based on customer risk + chargeback / fraud-ring matches; (2) a workflow rule that explicitly holds on score; (3) a manual hold from any order detail page.

Next steps