> For the complete documentation index, see [llms.txt](https://docs.in8sync.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.in8sync.com/client-admin-guide/workflow-builder-overview/customer-hold-rules.md).

# Customer Hold Rules

Set rules that hold orders for approval based on credit limits, order type, and payment method.

Customer hold rules let you automatically hold orders for approval based on specific conditions: a customer's credit limit, the order type, and the payment method. When a rule is triggered, an action takes effect—warn the user, require a manager PIN, or block submission entirely.

## What it is

A hold rule is a conditional check that runs when an order is submitted. It examines the customer's credit status, the order type, and payment method. If all conditions match, the rule's action fires: warn the user, require a PIN override, or block the order. You configure rules in the **Customer Hold Status** block, which you add to an order form or page in the Page Builder.

## When you'd use it

Use hold rules when you need gatekeeping on specific orders:

* **Credit control** — hold orders that exceed a customer's credit limit for manager review.
* **Order type restrictions** — hold certain order types (like high-value sales orders or special orders) for approval.
* **Payment method policies** — hold orders paid by certain methods (e.g., check or purchase order) until verified.
* **High-risk scenarios** — combine conditions to flag orders that need human review before proceeding.

By default, with no rules set, SphericalBRM processes orders as usual — hold rules only take effect when you create them.

## Before you start

* **Role:** Client Admin or equivalent (you must have permission to edit workflows and page layouts).
* **Where they live:** Rules are configured in the Customer Hold Status block in Page Builder.
* **Prerequisites:** Add a Customer Hold Status block to an order form or page first. See [Customer Hold Status](/client-admin-guide/getting-started/entity-components.md#customer-hold-status).

## Step by step

{% stepper %}
{% step %}

### Open Page Builder on your order form

Navigate to the order form or page where you want to add hold rules. Click **Edit** (or open the workflow and click the form's **Settings** icon).
{% endstep %}

{% step %}

### Find or add the Customer Hold Status block

Locate the **Customer Hold Status** block on the page. If it's not there, click **+ Add Block** and search for **Customer Hold Status**. Add it to the page and save.
{% endstep %}

{% step %}

### Open the block's Rules tab

Click the Customer Hold Status block to select it. In the block's settings panel, click the **Rules** tab.
{% endstep %}

{% step %}

### Click Add Rule

Click **+ Add Rule** to create a new rule. A dialog opens.
{% endstep %}

{% step %}

### Set the conditions

Each rule combines three types of conditions:

**Order Types** — Which order types trigger this rule (e.g., Sales Order, Estimate). Leave empty to apply the rule to all order types.

**Payment Condition** — Pick one: *Any payment*, *Terms payment selected*, or *No terms payment*.

**Credit Condition** — Pick one: *Balance over credit limit*, *Hold field is "ON"*, *Days overdue exceeds {threshold}*, or *Custom formula*.

All conditions must be true together for the rule to fire. You can add optional extra field conditions and combine them with AND/OR logic.
{% endstep %}

{% step %}

### Choose an action

Pick one of three actions:

* **Warn (confirm at submit)** — A "Credit Limit Warning" appears. The user clicks Continue to proceed.
* **Require PIN override** — Submission is blocked until a manager enters an override PIN. See [PIN Override](/client-admin-guide/workflow-builder-overview/pin-override.md).
* **Block (no override)** — Submission is blocked with no way around it.

If several rules match on the same order, the most severe action wins (Block > Require PIN > Warn).
{% endstep %}

{% step %}

### Set the outcome (optional, for Warn rules only)

For a Warn rule on a sales order, optionally check **Set NetSuite order status to Pending Approval**. The order will be created but marked Pending Approval in NetSuite. A manager must then approve it through your normal NetSuite approval process — this product has no in-app approval screen.
{% endstep %}

{% step %}

### Save and publish

Click **Save** in the dialog. Publish the workflow. Rules take effect immediately.
{% endstep %}
{% endstepper %}

## What success looks like

* Hold rules appear in the Customer Hold Status block's Rules tab as a list.
* When an order matches a rule's conditions, the action fires: a warning appears, a PIN prompt blocks submission, or the order is rejected.
* Orders marked Pending Approval in NetSuite appear in your normal approval workflow (not in this app).
* Staff see clear feedback explaining why an order is held.

## Common issues

* **Rules aren't firing** — Confirm the Customer Hold Status block is on the active form and the rule's conditions actually match the orders you're testing.
* **"Pending Approval" orders aren't showing in a queue** — Pending Approval orders live in NetSuite's approval workflow, not in this product. Check your NetSuite approval process or ask your NetSuite Admin.
* **I need different conditions** — Currently support Order Type, Payment Condition, and Credit Condition. For other criteria, contact Support.

## Related

* [Customer Hold Status block](/client-admin-guide/getting-started/entity-components.md#customer-hold-status) — Configure the block on your order form.
* [PIN Override](/client-admin-guide/workflow-builder-overview/pin-override.md) — How manager PIN overrides work.
* [Assigning Workflows](/client-admin-guide/workflow-builder-overview/assigning-workflows.md) — Publish workflows so your rules take effect.