# How to Release a Customer Order from Credit Hold in SyteLine > Source: https://netray.co/erp-help/syteline-how-to-release-credit-hold > Publisher: Netray (netray.co), AI and integration engineering for ERP and manufacturing systems. > Section: ERP Help ## Short answer A customer order goes on credit hold when the customer's exposure, whether AR balance, open order value, or days past due, exceeds the limit set on the Customers form. Releasing it is a deliberate override on the order, usually restricted to users with credit management authority, and the real fix is reviewing whether the limit, the hold reason, or the customer's payment behavior needs attention. ## Kind how-to ## System syteline ## Erp Infor SyteLine (CloudSuite Industrial) ## Module Order Entry / Credit Management ## Query how to release a customer order from credit hold in SyteLine ## Alternate Queries - syteline customer credit hold setup - syteline order stuck on credit hold - how to override credit hold syteline customer order - syteline credit limit and days past due ## Applies To Infor SyteLine 8.x and CloudSuite Industrial (CSI) 10.x, Order Entry and Accounts Receivable modules. ## Steps ### Investigate and release the hold **Items:** Open the customer order and check the hold status/reason field, which tells you whether it is a credit hold specifically versus a different hold type (pricing, tax, or manual hold). Open the Customers form for that customer and review the credit limit, current AR balance, and how the system is configured to check exposure: AR balance only, AR plus open order value, or highest balance in a trailing period. Check the customer's aging: if the hold is driven by days-past-due invoices rather than the total limit, the real question is whether those invoices should be collected before shipping more, not whether to release the order. If the order should legitimately ship, for example the customer just wired payment or the hold was triggered by a data entry error, use the release/override action on the order, which is typically restricted to users with credit manager permissions. Document the reason for the override, either in the order notes or your standard credit exception process, so there is a trail if the customer later disputes or defaults. If holds on this customer are becoming frequent, revisit the credit limit itself rather than repeatedly overriding, since a limit that is chronically too low just creates manual work every order cycle. ## Sections ### What actually triggers the hold **Body:** Credit checking in SyteLine runs at order entry and again at key points like shipment, comparing the customer's exposure against their credit limit. Depending on configuration, exposure can be defined narrowly as current AR balance, or more conservatively as AR balance plus the value of all open, unshipped orders, which catches a customer who is current on invoices but about to blow through their limit with a large new order. A days-past-due rule is usually layered on top: even a customer well under their dollar limit can be held if they have invoices sitting unpaid past a threshold, on the logic that a customer who is not paying on time is a risk regardless of total exposure. Knowing which rule tripped, dollar limit or days past due, changes what the right response is. ### Who should be releasing holds, and why that matters **Body:** Credit hold override is deliberately gated behind a permission, typically a credit manager or controller role, separate from the order entry clerk who created the order. The point is to force a second set of eyes, someone who can see the AR aging and make a business judgment, before goods ship to a customer who is over their approved exposure. If your order entry team has been given release authority just to keep orders moving, you have effectively disabled the credit control, and it will show up later as bad debt that nobody flagged in time. If releases are a bottleneck because the credit manager is not available fast enough, the fix is a backup approver or a higher limit for low-risk customers, not broadening who can override. **Code:** - Customer Orders > [order] > hold status / hold reason field - Customers > [customer] > credit limit / exposure check method - AR > Customer Aging inquiry (days past due) - Customer Orders > release/override hold action (restricted permission) ### Fixing the pattern, not just the order **Body:** If a specific customer trips credit hold on nearly every order, the limit is probably stale, either never updated since the account was opened, or not reflecting a customer who has since grown their business and their exposure with you along with it. Review and adjust limits periodically rather than treating every hold as an emergency override. Conversely, if a customer is being held because they are genuinely slow to pay, repeated manual releases just push the collection problem downstream and let exposure keep growing. That is a conversation for AR and sales management, not something to solve by loosening the system's rule. ## Pitfalls - Giving order entry staff credit-release authority, which removes the second-review control the hold was designed to provide. - Releasing a hold without checking whether it was triggered by the dollar limit or by days-past-due invoices, which call for different responses. - Raising a customer's credit limit as a quick fix without reviewing their actual payment history first. - Not documenting why a hold was overridden, leaving no trail if the customer later disputes or defaults. - Treating open order value the same as AR balance when the exposure method configured is AR-only, or vice versa, and misjudging real risk. ## Ai Angle ERPray, grounded on your SyteLine customer, order, and AR aging data, can tell a credit manager in one query which held orders are driven by days-past-due versus limit exhaustion, and which customers are trending toward a hold before it happens, so review time goes to the accounts that actually need judgment instead of re-deriving exposure by hand for every held order. ## Faq ### What is the difference between an AR-balance credit check and an open-order credit check? **Answer:** An AR-balance check only looks at what the customer currently owes on posted invoices. An open-order check adds the value of unshipped orders on top of that, catching exposure that has not been invoiced yet, which is more conservative and generally recommended for customers who place large orders relative to their limit. ### Can I set a different credit limit per ship-to or just per customer? **Answer:** Credit limits and holds are generally evaluated at the customer (bill-to) level rather than per ship-to, so if you need finer control across divisions of the same customer, that is usually handled through separate customer records rather than ship-to level limits. ### Why did an order go on hold when the customer's balance looks fine? **Answer:** Check the days-past-due rule; a customer can be well under their dollar limit and still be held if specific invoices have aged past your configured threshold, since the hold logic checks both the limit and the aging independently. ### Does releasing a hold on one order release all of a customer's held orders? **Answer:** No, the release action applies to the specific order you override. Other orders for the same customer that are also on hold need to be reviewed and released individually, or the underlying exposure issue needs to be resolved so new checks stop flagging them. ## Search terms syteline credit hold, syteline release order credit hold, syteline customer credit limit, syteline days past due hold, syteline order entry credit check, csi credit management, syteline ar exposure check, syteline credit manager override, syteline customer order stuck, syteline aging credit hold --- Talk to an engineer: https://netray.co/contact?intent=erp_ai | Machine catalog: https://netray.co/agent/catalog.json