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  10. On-Hold Orders Process

On-Hold Orders Process

This guide explains how to handle orders that are placed on hold due to pending confirmations, missing information, or other issues. The goal is to ensure timely order fulfillment while maintaining clear communication with both the client and the church.

Initial Communication

  1. Day 1: Send the initial email regarding the on-hold order using karen@thechurch.shop or nina@thechurch.shop.
    • Always CC the support@thechurch.shop to keep everyone in the loop.
  2. Day 2: If no response is received, resend the email.
  3. Day 3: If still no response, follow up with a phone call to the client/church.

Hold Period and Actions

  • If an order has been on hold for more than 3 days and there is no confirmation, proceed to split and ship the items that are ready and have no issues.
  • Note: If confirmation is eventually received, any separate shipments will be merged back into the original order where possible.
  • If the order remains on hold for 1 week with no response after all attempts:
    • Admin approval is required to proceed with alternative items or options.
    • Ensure all communications (emails + calls) have been documented.

Folder Management

  • Once confirmation is received:
    • Move the order back to the To-Do folder so it can proceed through the normal workflow.
  • If the production team needs to recreate any items:
    • Move the order to the Waiting folder.
    • Notify the production team on Slack so they are aware of the action needed.

Notes and Documentation

  • Add clear notes to track on-hold orders, including:
    • Dates of initial email, resend, and call
    • Decisions made (split shipment, alternative items, refunds)
    • Admin approvals
    • Include the front email link, so it’s easy to see the full context and previous communication

Example Note:

“If confirmation is received, we will merge all items back into the original order. If no confirmation is received by EOB (after more than 3 days on hold), ready items will be shipped separately. Admin approval received to proceed with alternative items after 1-week hold.”

Best Practices

  • Whenever possible, avoid splitting shipments or issuing partial refunds.
  • Keep customers/churches informed at every step to minimize confusion.
  • Make sure to add all details in notes just like in the front email to maintain full context and transparency.