Managing Sales Orders with a Hold Contact Status

Included in this article:

1. Overview
2. Hold Contact Status Procedure

1. Overview

Orders are placed on hold when the guest has been contacted 5 times over a 1-week period, and we have not yet successfully spoken with the guest. 

Hold Contact Status Process

Use the following procedure when updating a Sales Order due to a HOLD contact status: 

1. In Storis, go into the order 
2. Review the Audit Comments Log to verify 5 attempts of contact have been made over a one-week period 
3. Update Contact Status to HOLD 
4. Update Contact Date (3 days from today’s date) 
5. Update the Audit Comments Log CONTACT ESCALATION, PLACING INTO HOLD FOR STORE TO RESOLVE.

Note: If 3 days later, the order still remains estimated, flip the order into CWC Status.