Order Hold Management

When orders are submitted into the Fulfillment Portal, there are a few ways an order can go:

Waiting to Be Released
Future Requested Ship Date
Sent to WMS
A different type of order hold

The desired outcome is for the order to show a status of "Waiting to Be Released," "Sent to WMS" or "Future Requested Ship Date." These types of statuses mean that there are no issues with the order and it can ship on the next available date or on the date noted on the order.

However, when an order shows any other type of status, further intervention is needed.

To view a summary of all order holds on your account, go to the Fulfillment Home Page and refer to “Orders at a Glance." When looking at “Orders at a Glance”, please note that there are 2 areas to look at for order holds:

Status
Hold Reasons

Please review the list below for identified order holds and the guidelines on how to clear the hold:

Needing Action

Orders in “Needing Action,” are not fully submitted into the system. When an order is submitted, it goes through some validation checks and if a check fails to pass early enough in the process, it pauses the submission process and moves the order to “Needing Action.” Because of this “pause” in the process, you will notice that orders have a limited view. Unfortunately, the edit capability is limited to what you can see when in “Needing Action.”

For the details on how to clear this type of order hold, please click here.

AR Billing Error

This is a finance based error that can pop up once the order ships.

Please note that this is not a real hold and will clear once our Finance Team troubleshoots the issue.

Cannot Identify Shipping Channel

This means the state on the order is not mapped/setup.

Please provide a copy of your state permit to either your Account Manager or Account Coordinator, either one can help in getting the desired state set-up.

Carrier Changed

This is a finance based error that can pop up once the order ships.

Please note that this is not a real hold and will clear once our Finance Team troubleshoots the issue.

Consumer Permit Required

This is specific to orders going to Alabama.

This means that we’re waiting to receive a copy of the Alabama form for the specific order. Please send the copy of the Alabama form to your Account Coordinator to clear the hold.

For more information regarding Alabama orders, please click here.

Financial Preparation Error

This is a finance based error that can pop up once the order ships.

Please note that this is not a real hold and will clear once our Finance Team troubleshoots the issue.

Incompatible COOLPACK Order

This is a rare order hold but commonly pops up during the summer time.

Any order with a COOLPACK for a bottle size we don't have packaging for will go on hold. For a full list of COOLPACK packaging available, please click here.

To clear the hold, either the SKU causing the issue or the COOLPACK SKU has to be removed.

If you decide to remove the problematic SKU and would still like to ship, kindly submit a new order for that SKU without a COOLPACK.

Insufficient Inventory

Whenever there's not enough inventory on hand, this hold will come into play.

To view a full list of insufficient SKUs and quantities, please go to Orders > Back Orders. This will help provide a holistic view of all insufficient items by order and by quantity.

For more information on Insufficient Inventory orders, click here.

To clear the order, the problematic SKU can be removed or an Inventory IN can be submitted to replenish the SKU.

For more information on Inventory INs, please click here.

Insufficient Vintage Funds

This applies mainly to those accounts shipping 3-Tier.

To clear the order hold, kindly replenish your account's Vintage Funds.

For more information on Vintage Funds, please click here.

Invalid Address

The most common reasons an order goes on this hold is:

The address is a PO Box
The address lines exceed the available character limits

Due to our nature of shipping wine, orders cannot be shipped to a PO Box as an adult signature is required.

If the order is on hold due to the character limit, please click here to view the character limit specifications per address line.

Invalid Carrier / Service Destination

This is more commonly seen with orders shipping from one of our California facilities with an upgraded UPS service level.

We have a partnership with UPS in which we have configured Ground orders to deliver next day to most of California, not including remote areas.

To clear the hold, update the order from the upgraded service level back to Ground.

Missing Product Registration

This applies mainly to those accounts shipping 3-Tier.

If you're shipping to OH or NJ via this 3-Tier service, the SKUs must be registered with the state prior to shipping.

Please reach out to your Account Manager for more information on SKU registration.

Missing Required Item Price

This applies mainly to those accounts shipping 3-Tier.

If you're shipping to OH or NJ via this 3-Tier service, the "Unit Price" of each SKU must be listed. The "Unit Price" plays into the Vintage Funds set up for the 3-Tier service.

To clear the order hold, please edit each line item and update with the SKU's respective unit price.

Order Has No Lines

This is rare but this comes up when an order was submitted with no SKUs.

To clear the order hold, either update the order with the desired SKUs and quantities or cancel the order.

Order Type Not Setup

This is rare but comes up when an order comes in with a type not mapped/setup.

Please reach out to your Account Manager to go over the details and steps to take to set-up the order type.

Packaging Setup Error

This is a finance based error that can pop up once the order ships.

Please note that this is not a real hold and will clear once our Finance Team troubleshoots the issue.

Rate Card Error

This is a finance based error that can pop up once the order ships.

Please note that this is not a real hold and will clear once our Finance Team troubleshoots the issue.

Required Permit Not Found

Due to state compliance, some states require that a copy of the account's permit be printed on the outside of the box.

This hold comes up when the permit has expired and we have yet to receive a copy of the renewed permit.

To clear this hold, kindly provide a copy of the renewed permit to your Account Manager or Account Coordinator, either can help you in clearing the order hold.

Shipping Instructions

Please note that these “Shipping Instructions” are for your use and not reviewed or touched by the WineDirect team.

If you would like us to review the order with you, please send us an email or give us a call.

Otherwise, we’ll wait for the “Shipping Instructions” to be removed by you or someone at the winery before proceeding to ship the order.

Volume Limit Exceeded

Some states have limitations on how much wine can be sent on any given time period.

Please review the state laws at the Wine Institute for assistance on how to clear the order hold.

Please note that WineDirect cannot override these limits enforced by the destination state.

Weather Hold

These orders can be released by going to Orders > Weather Holds.

Much like the “Shipping Instructions,” this tool is for you and we will defer to you for when you’re ready to remove the hold.

For more information on Weather Holds, please click here.