New orders are "on hold" - what is that and why do we do it?
Order Journey
What does this feature do?
We hold all new orders for one hour (unless requested otherwise - see below) once we receive them before sending the order to the warehouse to be picked and packed.
If the order is received within 1 hour of the cut-off time we will instantly send the order to the warehouse to ensure it is despatched before cut-off. Therefore your cut-off time will remain the same. This setting can also be changed at your request, see below.
Why do we have this feature?
By holding new orders, we postpone the start of the picking and packing process. Once the warehouse has started that process, we can no longer change or cancel the order, or edit the delivery address.
Customers often email you to change the order straight after they have placed the order, when they realize they put the wrong delivery address in or selected the wrong sized item. With the 'on hold' feature you are still able to go onto the seller portal to edit any information or cancel the order for one hour after it has been created.
Personalising this feature for you
If you prefer, you can define a different time period, e.g. hold all new orders for 2 hours instead of 1. You can even define that this should override the cut-off time, i.e. all orders should be kept for 2 hours, even if they miss the cut-off time because of this.
If you would like to do so, contact support@bezos.ai and we will update your settings for you.