Why is my order on hold at Cofinal?

An order is put on hold when the items are not in stock, the delivery address cannot be used, the shipping method does not match the Cofinal setup, or the payment cannot be completed. The reason is stated on each order in the dashboard.

What do I do when the delivery address on an order is wrong?

Confirm the address with the customer, and correct or approve it in Shopify. Cofinal currently only ships to Danish addresses. The order is released automatically as soon as the address is corrected or approved.

Held orders | Cofinal Docs

Q: When does a held order continue?

As soon as the problem is resolved, the hold is lifted automatically, and the order continues. An order can have several holds at once, and it ships only once all of them are lifted.

Q: Can I send part of the order when some items are missing?

Yes. Split the order in two in Shopify and request preparation on both parts. The part where all items are in stock ships as normal, and the part with the missing items stays on hold. Fulfillment is charged separately for each partial order.

If Cofinal puts a hold on an order, it is not dispatched until the problem is resolved. As soon as that happens, the hold is lifted automatically, and the order continues. An order can have several holds at once.

Not in stock

There are not enough items in stock to send the whole order. The order ships automatically once all items are back in stock.

If you would rather not wait, you can send part of the order now: split the order in two in Shopify and request preparation on both parts. The part where all items are in stock ships as normal, and the part with the missing items stays on hold. Fulfillment is charged separately for each partial order.

Address

An order is put on hold when the delivery address cannot be used. There are three cases:

Shopify has flagged the address with a warning. Confirm the address with the customer, and correct or approve it in Shopify.
Shopify has rejected the address. Correct it via Shopify order editing before the parcel can be sent.
The delivery country is not Denmark. Cofinal currently only ships to Danish addresses: correct the address in Shopify, or cancel the order.

The order is released automatically as soon as the address is corrected or approved.

Shipping method

If the order has a shipping method Cofinal does not support, it is put on hold, for example when a rate names another carrier or doesn’t say whether it is parcel shop or home delivery. The hold note says what is wrong with the name. Change the order shipping method to one of the Cofinal rates via Shopify order editing, and fix the rate for future orders as the note describes.

Set up delivery

Missing payment

If a payment cannot be completed, all orders with Cofinal as the fulfillment location are put on hold. As soon as the invoice is paid, the hold is lifted on all affected orders. See billing in your dashboard.

Where can you see held orders?

Under Orders in your dashboard, the On-hold filter shows all orders with a hold, and the reason is stated on each order. The orders are also flagged in Shopify.