Troubleshooting 'On Hold' Orders

Use this as your main guide to troubleshoot issues with orders going to ‘On Hold’ status.

If problems still persist, please contact the support team for further assistance.

PO Box addresses are placing orders on hold

Depending on your eBay and shipping carrier settings, you may have PO Boxes blocked as an acceptable address which leads to orders going to ‘On Hold’ status. If you need to change this, follow the steps below.

  1. From the Neto dashboard, navigate to Ebay > Setup & Tools



  2. Click Settings



  3. Untick Hold all eBay orders with PO BOX address



  4. Now to check your settings in your shipping method, go to the Neto dashboard and navigate to Setup & Tools > Shipping



  5. Click on Shipping Methods



  6. Click on the affected shipping method.



  7. Set Can Deliver to PO Box to Yes.

Shipping mapping is not setup

The shipping services set in the listing rules template should be mapped to shipping methods in Neto.

You can see if you are affected by this by following the steps below.

  1. From the Neto dashboard, navigate to Sales Orders > View Orders.
  2. In the list, look for a grey icon next to the order as per the screenshot below.



  3. Upon hovering of the icon, there will be a warning that says Shipping method not found. Also note there can be other errors here as well which will indicate why the order was placed on hold.

This can be resolved in the eBay launch plan guide by following Step 6 - Other Mapping.

Check for Valid SKU / Empty Order

Check your order to ensure the order is not empty nor an invalid SKU. This occurs when a product is listed directly on eBay and is not imported into Neto and therefore not recognised.

To fix this, you will need to run the import wizard again.

Price difference due to Markdown Manager

If price of product that was sold on ebay is different from SKU price in Neto the eBay order will automatically go to ‘On hold’ status.

This cannot be changed as it’s a fail-safe to ensure it’s not a mistake.

Shipping Methods visible on eBay

  1. From the Neto dashboard, go to Setup & Tools > Shipping



  2. Click on Shipping Methods



  3. In the shipping methods under Visibility column, you should see Visible on eBay.

  4. If it’s not present, click into the shipping method and set Visible to eBay to Yes.



  5. Click Save & Close.

Other On Hold Reasons

  1. From the Neto dashboard, navigate to Sales Orders > View Orders.
  2. In the list, look for a grey icon next to the order as per the screenshot below.



  3. Upon hovering of the icon, there will be a warning. Below is a list of common errors received.

Warning Explanation
Warning: Invalid Payment Method The default payment is invalid under eBay > Setup & Tools > Settings > Default payment method id for eBay orders
Warning: Duplicate items Duplicate Items
Warning: Not enough stock If an order has more stock than available and requires back-ordering
Warning: Sale price is under cost. Sale price is less than the cost price
Warning: Payment not verified Payment cannot be verified - please check

The following warnings relate to advanced configuration settings:


Warning Explanation
Warning: Invalid address Will appear if config EBAY_IGNORE_ADDR_CHECK is off and address is checked
Warning: Has buyer comment Will appear if config EBAY_HOLD_BUYERCOMMENT is on and comment made

See below to change these settings in advanced configuration.

Other Advanced Configuration Options

  1. To make changes to advanced configuration options from the Neto dashboard, go to Setup & Tools > All settings & tools.



  2. Scroll down to Advanced Configuration



  3. Lookup the name of the configuration you wish to change. Click on the name to edit the settings.

Advanced Configuration Name Explanation
EBAY_CHKSHIPPINGCOST Validate shipping costs on order creation
CHECKOUT_HOLD_ALL_ORDERS Put all orders on hold
EBAY_HOLD_ALLORDERS Put all eBay orders on hold
EBAY_HOLD_LOW_PRICE_AUCTION Hold eBay orders below cost
ONHOLD_GRAND_TOTAL Hold order if grand total greater than X amount
ONHOLD_NEWUSER_ORDER Hold order for new customers
ONHOLD_OVERSEA_CC Place international credit card orders on hold
ONHOLD_RISK_MAX_SCORE Place order on hold if fraud score higher than X
ONHOLD_RISK_MIN_SCORE Place order on hold if fraud score lower than X