When placing an order, you may occasionally encounter a status known as "Atomix Hold." This article explains what Atomix Hold means, why it occurs, and what steps you should take if your order is placed on hold by Atomix
What is Atomix Hold?
Atomix Hold is a temporary status applied to orders that cannot be processed due to specific issues with the provided information. This hold prevents the order from moving forward in the fulfillment process until the identified problems are resolved.
Reasons for Atomix Hold
There are several common reasons why your order might be placed on Atomix Hold:
Invalid Addresses: If the shipping address provided is incorrect or incomplete, it can cause errors when attempting to purchase shipping labels.
Invalid HS Code: The Harmonized System (HS) code, which is used for international shipping and customs purposes, may be missing or incorrect.
Missing or Incorrect Tax EIN: Your Tax Employer Identification Number (EIN) is either not provided or is incorrect in our system.
What to Do If Your Order is on Atomix Hold
If your order is placed on Atomix Hold, follow these steps:
Contact Customer Service: Reach out to our Customer Experience (CX) team via Intercom with the correct details to resolve the issue.
Wait for Assistance: Please note that as a client, you cannot remove the hold on your order. Only our CX team can lift the Atomix Hold once the necessary information is provided and verified.
Monitor Intercom: In most cases, our team will proactively contact you through Intercom if we are unable to process your shipment. Keep an eye on Intercom for messages from our team regarding your order status.
Preventing Future Holds
To avoid Atomix Holds on future orders, ensure that you:
Provide accurate and complete shipping addresses
Include correct HS codes for international shipments
Keep your Tax EIN information up to date in our system
By staying vigilant and providing accurate information, you can help ensure a smooth ordering process and minimize delays caused by Atomix Holds.
Remember, our CX team is always here to assist you with any questions or concerns regarding your orders. Don't hesitate to reach out if you need help resolving an Atomix Hold or have any other inquiries about your shipments.