On April 12, 2023 we released a new feature called Automations. Automations allow you to build simple but powerful workflows. Automations subsumes the Hold Engine functionality. For all new accounts / organizations created after this date, Automation feature will be enabled by default and Hold Engine will not be added.
The following article applies to the existing Hold Engine, which is now deprecated. By June 30, 2023 we will migrate all organizations using Hold Engine to the new Automations feature. If you see the new Automation feature in your organization, you will see an option to migrate your Hold Engine configure over to Automations. If you don't see the option, you can continue to using the Hold Engine.
You may not want Pipe17 to send your orders for fulfillment right away: perhaps you want to give your customers a window of time in which to cancel/edit their orders. You can set this up in Pipe17 using one of the following:
Adding an order hold using Automations
|NOTE: Automations is available to all organizations created after April 12, 2023. For existing organizations, we are slowly releasing this feature. If you don't see it enabled in your organization, but would like to use it, please contact support.
See this Article on how to use Automations feature to set order hold.
Adding an order hold using Order Hold Engine
In your Pipe17 portal, navigate to Integrations and click into the "Order Hold Engine". Here, you will see the "Default Hold Minutes" setting where you can specify an order hold period. By default, there is no hold.
To add a hold period, simply add the number of minutes for which Pipe17 should hold the order after pulling it from your selling channel. Make sure to save your changes.
The "Next Status After Hold" setting should be used to specify which order status should be applied after the hold period - you can select "Ready for fulfillment" (if you want orders to route immediately after the hold) or "Review required" (if you want to manually review and release each order). For a refresher on order statuses in Pipe17, see Order statuses.
In the example below, all orders will be held for 10 minutes after Pipe17 receives them. After that, they will move the "Ready for fulfillment" status and route as normal.
Add an integration-specific hold period
If you want to hold your orders only for a certain selling channel (or not hold your orders for a certain channel), you can also specify this in the Order Hold Engine.
You can click "Add Setting" in your Order Hold Engine to add an integration-specific set of order hold rules.
In the example below, all orders are held for only 15 minutes after being received by Pipe17, after which they move to "Ready for fulfillment" status. Except Mirakl orders, which are held for 0 minutes and move to "Review required" instead of "Ready for fulfillment" status. In essence, this means you need to manually approve Mirakl orders only, and all non-Mirakl orders route for fulfillment as normal after a 10-minute hold. You might do this if you have a higher incidence of fraudulent or upsold orders via one channel, but not the others.
You can also add tags that you want to check in addition to the integration (i.e order source).
You can add as many integration-specific order holds as you want, just make sure to save your changes.
Order change during Hold
Yes, you can edit orders during the hold period! This is a great use of the hold period in Pipe17. If you use an upsell app or notice that your customers often want to make changes shortly after placing an order, configuring an order hold will allow those changes to come through to Pipe17 before the order is routed for fulfillment. Otherwise, the order might be sent for fulfillment without the edits. Pipe17 will also reflect any order cancellation that happens during the hold period.