After checkout you will see new orders briefly marked as On hold in your Shopify admin. This is expected behavior, and here is exactly how it works.
💡 In short: the order is held while the offer is open, then released automatically. Default: 20 minutes after the offer was shown. You can set 1 to 59 minutes or use Shopify's 60-minute default.
While the upsell offer is open, the order is held so an accepted upsell can still be added to it before fulfillment starts. This is what makes the one-order, one-shipment flow possible.
The hold is removed automatically as soon as one of these happens:
The customer accepts or declines the offer, or
the release timer runs out.
The order is then completed and released to fulfillment.
In Settings you choose how long an order may stay on hold after the offer was displayed:
Option | Release after |
|---|---|
App default | 20 minutes |
Custom | any value from 1 to 59 minutes |
Shopify default | 60 minutes |
A short timer gets orders to your warehouse faster. A longer timer gives slow customers more time to decide. For most stores the default works well.
If the customer simply closes the tab without accepting or declining, Shopify cannot end the offer session cleanly. Our release timer takes care of these orders, so with the app default they are released after 20 minutes. Only if you selected the Shopify default does an abandoned offer stay on hold for up to 60 minutes. No order stays on hold forever.
Fulfillment and shipping notifications start after the release, so the delay is minutes, not hours.
If your ERP or fulfillment system imports orders the moment they are created, it may pick up the pre-upsell state. Configure it to import released orders only. See ERP and fulfillment integrations (Billbee, JTL and more).
The release also triggers the app's Post-Purchase Flow Completed event in Shopify Flow, for checkouts where the customer closed the tab instead of finishing normally. See Shopify Flow triggers for upsells.
That should not happen. Contact us via support with the order number and we will check the specific order.
Related articles