Spaceful will not fulfill orders in On-Hold status. Orders will be automatically assigned with On-Hold status for any of the following reasons:
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Credit Card Declined
- High Risk of Fraud Analysis (Only applies to Shopify orders)
- Missing Phone Number (Automatically tagged)
- Incorrect Address (Automatically tagged)
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Customs Information Missing
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Required Label or Document Not Uploaded (Only relevant for B2B Orders)
Move Orders to Processing Status:
Credit Card Declined:
From your Spaceful account dashboard, click on Billing and update your payment method or click on the ''Pay Now'' button.
High Risk of Fraud Status:
Orders that are identified as having a high potential fraud risk by Shopify are automatically placed on hold on the Spaceful platform. We recommend verifying the payment and customer information, based on the results of the investigation the order can be cancelled (learn more) or the hold can be removed (learn more).
Missing Phone Number (Automatically Tagged)
Orders that are missing a phone number will automatically be placed on hold and tagged with an SPFL tag (SPFL_no_phone) for easy identification. To resolve the issue, enter into the details of the order and add a phone number in the recipient information. Once added, the tag will be automatically removed and the order will be returned to pending status.
Incorrect Address (Automatically tagged)
Orders that have been flagged due to an incorrect address will automatically be placed on hold and tagged with an SPFL tag (SPFL_bad_address) for easy identification. To resolve the issue, enter into the details of the order and correct the recipient's address. Once modified, the tag will be automatically removed and the order will be returned to pending status.
Customs Information Missing:
For orders missing customs information/documentation, please "Submit a request" or send an email to merchantsupport@spaceful.ca containing the Order # you are inquiring about.
Required label/documentation not included (for B2B orders):
For B2B orders missing documentation or labels, please "Submit a request" or send an email to merchantsupport@spaceful.ca containing the Order # you are inquiring about.