Account Hold Configuration

Why account holds exist

Some customers should not be taking on new work. Reasons:

• A/R way past due (> 60 days)
• Bounced cheque
• Dispute in progress
• Formerly-approved credit revoked
• Temporary credit review after a large order

The account-hold flag blocks sales, invoicing, and shipping until the hold is cleared.

Menu: on the customer (partner) record directly. Global view: Plating → Configuration → Account Holds.

Setting a hold

Open the customer record:

1. Scroll to the FP Invoicing tab
2. Tick Account Hold
3. Fill Hold Reason (required — free text)
4. Fill Hold Placed By (auto = you)
5. Optional: Hold Release By Date (scheduled auto-release)
6. Save

System immediately:

• Blocks new SO confirmation for this customer (non-managers)
• Blocks invoice posting (non-managers)
• Blocks delivery dispatch (non-managers)
• Sends notification to Sales + AR

Who can override

• Sales Managers / Accounting Managers — can override on a case-by-case basis
• Operators — cannot override, see a block message with the hold reason

Override is logged on the SO / invoice / delivery with the user ID and timestamp.

Clearing a hold

Same customer record:

1. Un-tick Account Hold
2. Fill Release Reason (e.g. "paid in full 2026-04-10")
3. Fill Release By (auto = you)
4. Save

System:

• Unblocks normal workflows
• Logs the release event
• Sends notification to Sales + AR

Automated hold triggers (roadmap)

Currently manual. Planned automation:

• A/R aging > 60 days for > $X → auto-hold
• Bounced payment → auto-hold
• Credit review due → soft-hold (warning)

These will flip the flag automatically with the trigger event stored in the reason.

Reporting

Plating → Configuration → Account Holds list — all current holds with:

• Customer
• Hold placed date
• Hold reason
• Days on hold

Long-duration holds (> 60 days) surface for escalation to the owner/CFO.

Effect on existing work

• SOs already confirmed before hold — ship as normal (only new ones are blocked). Consider if this is the right behaviour per case.
• Open invoices — draft stays draft, posted stays posted.
• Portal access — not affected. Customer can still log in and see their account.

What can go wrong

Hold was placed in error, customer is upset

Clear it immediately with a release reason. Nothing was actually stopped until a user hit a block.

Manager overrode the hold, shipped, customer still didn't pay

The override is logged. AR conversation with sales manager. Review the override policy.

Hold not triggering the block

Check the user's groups — they might be in a sales manager group and not seeing the block. Login as operator to verify.