Sales Funnel Keeping Orders On Hold
My orders are getting stuck on ‘hold’ and there is no option to add a time-out function so that if a customer does neither accept nor decline the upsell, the order can still go through to fulfilment. Currently they just sit on hold indefinitely. How is this not an option? I’ll simply have to delete the app if so as its causing more issues that anything else.
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Comments1
Lucas Nguyen
Aug 30, 2025
Hi @A1 Physique
When buyers see a post-purchase offer, Shopify automatically puts the order in On hold. Once the buyer accepts or declines the offer, the order returns to Unfulfilled. If the buyer just closes the page, Shopify usually keeps the order on hold for about one hour before releasing it. Here’s the official doc from Shopify about this rule - apply to all post-purchase app:
https://help.shopify.com/en/manual/fulfillment/fulfilling-orders/holding-fulfillments#system-fulfillment-holds
Since you’re seeing orders stay on hold indefinitely, that doesn’t look like the expected behavior. It may be an issue from Shopify’s side. If you could share your store domain with me, I’ll include it when I reach out to Shopify’s team so we can get this resolved.
Please send your store domain to my email: lucas.nguyen@gempages.help. I’ll be glad to help follow up with Shopify on this for you.
Have a nice day,
Lucas