---
title: "Configuring settings for On Hold Orders"
slug: "configuring-settings-for-on-hold-orders"
tags: ["config api", "routing rules", "shipping", "on hold orders", "customer", "platform", "stock on hand", "order fulfillment", "inventory", "order", "routing", "tutorial", "api", "order management", "order cancellation", "omnichannel manager "]
updated: 2026-06-22T08:58:30Z
published: 2026-06-22T08:58:30Z
canonical: "docs.newstore.com/configuring-settings-for-on-hold-orders"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.newstore.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Configuring settings for On Hold Orders

## Displaying On Hold orders

This feature is enabled by default for a retailer to be able to manage orders that have been put on hold.

> [!NOTE]
> Important
> 
> This feature cannot be disabled, as you cannot fix an incorrect address for an order, or manage a big order or an order that is On Hold for insufficient inventory reasons.

## Configuring order cancelation and On Hold settings

These settings determine if orders must be canceled when in conflict or if the orders are On Hold and managed on NewStore Omnichannel Manager.

Most retailers choose to prevent orders from being canceled automatically, and this is the recommended configuration.

If you want cancelation settings for orders in conflict to be overridden for orders associated with a specific conflict reason, you can specify reasons to override default cancelation settings.

For example, to put orders that are in conflict on hold, because there isn't enough stock for the items in the order, you can specify the overriding reason as `insufficient_stock`.

To retrieve the current configuration, use the [Get order cancelation policies](https://docs.newstore.net/api/configuration/inventory-fulfillment/logistic_order_config#operation/get-cancel-on-conflict) method.

To prevent orders in conflict from being canceled:

1. Use the [Create order cancelation policies](https://docs.newstore.net/api/configuration/inventory-fulfillment/logistic_order_config#operation/set-cancel-on-conflict) method.
2. To prevent any order from being canceled automatically, specify `default` as `false`.
3. If `default` is set to `true`, in `value` >`reasons_to_overwrite_default`, specify a list of reasons to prevent orders from being canceled. See the API schema for the list of allowed values.

Orders that are in conflict for `insufficient_stock` reasons are displayed as On Hold orders in NewStore Omnichannel Manager. See [Managing On Hold orders with insufficient inventory](/v1/docs/monitoring-orders#managing-on-hold-orders-with-insufficient-inventory).

Orders that are in conflict because of `failed_fulfillment_node_mapping` or `error` reasons are not displayed explicitly to retailers and they must contact the [support team](https://help.newstore.com) for more information.

A `failed_fulfillment_node_mapping` error implies that the order is stuck because the fulfillment location specified to fulfill the order does not exist in the fulfillment configuration.

Ensure that you have specified the correct fulfillment location during a stock import using the [Import API](https://docs.newstore.net/api/integration/catalog-sfcc/import-api_api/#operation/create-import-job). You can also use the [Get fulfillment configuration method](https://docs.newstore.net/api/integration/order-management/newstore_ff_config_api#operation/get-fulfillment-config) to verify the set of fulfillment locations available for your business (specified within the `routes` property of the response payload).

If you choose to not prevent orders in conflict from being canceled, and no reasons are specified to overwrite cancelation, all orders with conflicts are canceled.

For information on enabling swapping On Hold items, see [Enabling swaps for On Hold items](/v1/docs/enabling-features#enabling-swaps-for-on-hold-items).

## Configuring settings for large orders

You can set specific limits for items that orders can contain in your business. For example, you can specify the maximum number of items an order can contain, exceeding which it is put on hold or canceled.

Based on these values, an order is either routed immediately, put on hold, or is canceled. For example, if the soft limit is 300 and the hard limit is 800, orders with up to 299 items are routed immediately. Orders with items between 300 and 799 are put on hold and require approval. Orders with more than 799 items are automatically canceled.

To view the soft limit for orders configured for your business, use the [Get limits on items for large orders](https://docs.newstore.net/api/configuration/order-management/sales_order_config#operation/get-big-sales-order) method.

To manage the soft limits for orders in your business:

1. Use the [Set limits on items for large orders](https://docs.newstore.net/api/configuration/order-management/sales_order_config#operation/set-big-sales-order) method.
2. Specify a value in the `soft_limit_for_big_orders` property, such as `300`.

**Related topics**

- [Managing On Hold orders with insufficient inventory](/v1/docs/monitoring-orders#managing-on-hold-orders-with-insufficient-inventory)
- [Reviewing big orders](/v1/docs/monitoring-orders#reviewing-big-orders)
- [Enabling swaps for On Hold items](/v1/docs/enabling-features#enabling-swaps-for-on-hold-items)
- [Enabling manual rerouting for On Hold items](/v1/docs/enabling-features#enabling-manual-rerouting-for-on-hold-items)