How to hold a ShipStation order or fix its address from a Zendesk ticket

To hold a ShipStation order from Zendesk, install Twinewell for ShipStation, open the customer's ticket, click the order in the sidebar and choose Hold until. Pick the date, add an optional note for your team and confirm. ShipStation keeps the order out of Awaiting Shipment until that date. For a wrong address, choose Fix ship-to instead, enter the new address and confirm. Both actions add an internal note and a tag to the ticket.

Before you start

• In Twinewell's settings, Allow holds and Allow ship-to fixes must be on, and the agent must be listed in Who may take actions (admins only by default).
• Actions only appear on existing tickets, not on a new ticket that hasn't been saved.

Hold an order until a date

1. Open the ticket. Twinewell lists the requester's orders, matched by the email addresses on their Zendesk profile.
2. Click the order. The sidebar shows its status, items, ship-by date and ship-to address.
3. Choose Hold until. If the order is already on hold, the button reads Change hold date.
4. Pick a date. It must be after today and at most 365 days out. ShipStation moves the order back to Awaiting Shipment on this date.
5. Add a note for the ticket if you like ("Why, for your team. Added to the internal note.").
6. Confirm. Twinewell sends ShipStation's Hold Order Until call, writes an internal note on the ticket and adds the twinewell_hold tag.

To end a hold early, open the order and choose Release hold. ShipStation moves it back to Awaiting Shipment now, and the ticket gets twinewell_release.

Fix the ship-to address

1. Open the order and choose Fix ship-to.
2. Edit the address fields with the address the customer gave you.
3. Confirm. Labels you create after this use the new address. The old address is kept in the order's notes, and the internal note on the ticket shows both the old and the new one. The tag is twinewell_address.

Which orders allow which action

When a button is missing, the sidebar says why: ShipStation only lets apps update orders that are Awaiting Payment, Awaiting Shipment or On Hold, and orders that were merged or split must be changed in ShipStation.

How the address change stays safe

ShipStation's Create/Update Order call replaces the whole order. So Twinewell reads the order right before sending, refuses if it changed since you opened it, sends it back with only your change plus a dated line in its internal notes, then reads it again and reports anything unexpected. An action is never sent twice.

What it costs

Twinewell for ShipStation is $9 per agent per month, billed monthly by Zendesk, with a 14-day trial. Every action and status rule is in the Twinewell documentation.