There may be a need for a Buyer to place an order on hold. There could be severe weather, dangerous events, or they simply need to have the order not attempted at the time. EZ Knock Marketplace provides the ability for Buyers to place orders on hold and release the hold when the order is ready to go back out for service.

What does placing an order on Buyer Hold mean?

Placing an order on a Buyer Hold means that you do not wish for attempts or delivery to be made on the order for whichever reason you choose.

What types of orders can I place on hold?

All order types can be placed on a Buyer Hold. However, only orders in "Accepted", "In Field", and "Attempted" status can be placed in Buyer Hold.

Will the Seller still have access to the order when it's on Buyer Hold?

When an order is placed in Buyer Hold the Seller is notified, and the reason for the hold is given to them via Direct Message. On the mobile app, the order may be visible to the Seller, however they will not be able to enter in an attempt or delivery. Sellers are still able to view all order details and direct message the Buyer on the app and portal when an order is in Buyer Hold.

How do I place an order on Buyer Hold?

1. Locate the order you wish to put on hold in your Orders. Click on the recipient's name to be taken to the Order Timeline.

2. Once on the Order Timeline, scroll down the page and on the right side you will see some options, click the Put On Hold option.

   

3. You will receive a pop-up asking for a reason for the hold (this is shared with the Seller). Once you have entered in your notes, click Confirm and Hold.

   

4. You will be redirected to the Direct Message page which will show a system message to the Seller, along with your notes. You can send additional messages as well.

   

How do I release an order from Buyer Hold?

1. Locate the order you wish to put on hold in your Orders. The order will be under the On Hold tab. Click on the recipient's name to be taken to the Order Timeline.

2. Once on the Order Timeline, scroll down the page and on the right side you will see some options, click the Release Hold option.

   

3. You will receive a pop-up asking for your release notes (this is shared with the Seller). Click Confirm and Release.

   

4. You will be redirected to the Direct Message page which will show a system message to the Seller, along with your notes. You can send additional messages as well.

How do I see which orders are on Buyer Hold?

On your My Orders screen, you will see a tab called "On Hold". All orders you have placed in Buyer Hold will be under this tab. If you have released a hold on an order, the order reverted back to the original status it was before the hold took place.

What happens if my Seller still attempts the order when it is on Buyer Hold?

The EZ Knock Mobile app prevents the Seller from entering an attempt/delivery if the order is in Buyer Hold status. However, if your Seller still makes an attempt outside of the mobile app, it is recommended that you send a direct message to them to resolve. Attempts are only recorded on the order when they are entered in on the mobile app.