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# How to set 'on hold' order status during reserve time in Upsell.com | Shopify

${youtube}[setting 'on hold' order status](r8pJNd-nygo)

Upsell.com allows you to change an order’s status to **on hold** during the reserve time for upsells made on the **thank you page** and **order status page**. This ensures that orders are not prematurely processed while customers review and complete their upsell purchases. It also allows for better warehouse-management, particularly where multi-location warehouses are involved and products in a customer's order are from different locations.

By default, on the post purchase pages, Shopify already marks orders as **on hold** until payment is completed, but previously, upsells from the **thank you page** and **order status page** were not included in this process. (Checkout upsells for Shopify Plus merchants remain in draft since no payment has been made). Now, the thank you and order status pages also follow the same logic, keeping orders on hold until the upsell offer is accepted, declined, or the reserve time expires.

If you would like the fulfillment status during thank you page and order status page to read as 'unfulfilled' then you can leave the checkbox in step 6 disabled.

### How to enable 'on hold' status for reserved items on thank you and order status pages

1. Go to **Upsell.com → Settings**
2. Scroll to **Order settings**
3. Find the **items reserve time** section
4. Enable the checkbox: **Change order status to on-hold during reserve time**
5. Check the **reserve time** is as you wish for these pages (default: 60 minutes, as per post purchase pages)
6. **Save** your settings

![](https://storage.crisp.chat/users/helpdesk/website/a78a283618511000/selectcheckboxordersettings_1pv02sr.gif)

### How the Shopify orders page appears when the checkbox is enabled

* Customer places an order (payment status: paid; **fulfillment status: on hold**)

![](https://storage.crisp.chat/users/helpdesk/website/a78a283618511000/image_1xhph6i.png)

→ post-purchase page 1 is shown

* If the **upsell is accepted**, Upsell.com **edits the order** and updates the item list (payment status: paid; **fulfillment status: on hold**)
* If the offer is **accepted but not paid within the reserve time**, the additional item is removed, and the order status is updated accordingly
* If the offer is **declined** Upsell.com will not edit the order, the item list remains the same as per the original order (payment status: paid; **fulfillment status: on hold**)

![after an accepted order on post purchase page 1](https://storage.crisp.chat/users/helpdesk/website/a78a283618511000/image_ivdqq5.png)

→ post-purchase page 2 is shown
* If the offer is **accepted**, Upsell.com **edits the order** and updates the item list (payment status: paid; fulfillment status: unfulfilled)
* If the offer is **accepted but not paid within the reserve time**, the additional item is removed, and the order status is updated accordingly
* If the offer is **declined** Upsell.com will not edit the order, the item list remains the same as per the original order (payment status: paid; **fulfillment status: unfulfilled**)

![after an accepted order on post purchase page 2](https://storage.crisp.chat/users/helpdesk/website/a78a283618511000/image_14n9dnp.png)

→ an upsell is accepted on the thank you page or order status page (still requires payment)
* the item will now remain in reserve for the period defined in your Upsell.com settings. While it is in reserve, the following tabs will display:- payment status: partially paid; fulfillment status:on hold)

![upsell accepted on thank you page, pending payment](https://storage.crisp.chat/users/helpdesk/website/a78a283618511000/image_1kf7pjd.png)

* If the offer is **paid for**, or the defined reserve time expires (whichever is sooner), Upsell.com **edits the order** and updates the item list (payment status: paid; fulfillment status: unfulfilled)

![after payment of upsold item on thank you page](https://storage.crisp.chat/users/helpdesk/website/a78a283618511000/image_1yfr0v4.png)

|| 📌 **Note:** The hold period on the post purchase pages is automatically determined by Shopify based on
|| Offer acceptance
|| Offer decline
|| Expiry of reserve time (fixed: 60 minutes)

### Why this matters

* Prevents fulfillment issues while upsell transactions are in progress
* Ensures accurate order management and better warehouse management by keeping the order on hold while activity is still commencing within a particular order
* Minimizes inventory conflicts caused by pending upsell additions

### FAQs

##### What happens if a customer doesn’t complete the upsell purchase
If the reserve time expires, the additional item is automatically removed, and the order status updates to **fulfilled & paid**  

##### Can I customize the reserve time
Yes, you can set a custom reserve time in the Upsell.com **order settings** (default: 60 minutes)  

![](https://storage.crisp.chat/users/helpdesk/website/a78a283618511000/image_14yz8vf.png)

##### Does this affect fulfilment or payment statuses?

No, the order remains **partially paid** if the upsell is pending. Once finalized (either completed or declined), it updates to **unfulfilled & paid.**

### Well, that’s a wrap!

If this article did not solve your issue, our support team is available **24/7**. Just click the **live chat** button at the bottom-right corner of this page  

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