# Fix an order

An order with a problem is on hold: we don't reserve stock for it or ship it until it's fixed. Its status names the first problem, and its page lists all of them under **Problems**. All orders on hold are on the **Needs attention** tab of **Orders**.

## Problems that hold an order

### SKU not mapped

The order page says a line "isn't mapped to one of your products." Fix it in one of these ways:

- On the **Needs attention** tab, under **SKUs to map**, choose the product for the SKU. Every waiting order with that SKU updates.
- Add the SKU to the product in **My products**: see [SKU mapping](https://docs.rephut.com/products/sku-mapping).
- For an order from your store, link the store variant: see [Link your store products](https://docs.rephut.com/stores/products).
- Edit the order and choose the product for the line.

### Address issue

The order page says "Recipient name is missing.", "Address line 1 is missing.", "City is missing.", "Country is missing." or "We don't recognise the country". Edit the order and fill in the address, or choose the country from the list.

### No items

"This order has no items." Edit the order and add products, or cancel it.

### Choose a shipping option

"No shipping option has been chosen yet." Edit the order and choose a shipping option, or set a shipping preference for its destination in **Settings** and then click **Recheck on-hold orders**. See [Shipping and tracking](https://docs.rephut.com/orders/shipping#how-the-shipping-option-is-chosen).

### Shipping option unavailable

"The shipping option can't take this order", followed by the reason, for example "it doesn't ship to this country", "the parcel is too heavy" or "it needs the recipient's postcode". Edit the order and choose another option, or add the missing postal code.

When you save a SKU mapping, the waiting orders with that SKU update by themselves. After you change your shipping preferences, or if an order with a mapped SKU is still waiting, click **Recheck on-hold orders** to check the orders on hold again. Orders with nothing left to fix then go ahead.

## Edit an order

You can edit an order only while it's on hold. The order page says "Fix the problems below and save the order. Once nothing is left to fix, we reserve stock for it and it can no longer be changed here." Change what's needed and save: the button works as described in [Place an order](https://docs.rephut.com/orders/place#save-the-order), and shows **Save changes** while the order check has no result yet.

For an order from your store, you can change everything except the store order number.

Once an order is no longer on hold, you can't change it here. Until it ships, its page says "Contact your account manager to change this order." (an order that's **Awaiting payment** explains the payment instead). From then on only we can change it: contact your account manager.

## Cancel an order

While an order is on hold, you can cancel it at the bottom of its page: click **Cancel this order**, add a reason if you want to, and click **Yes, cancel the order** (or **Keep the order**). You can't undo this. For an order from your store, the order in your store isn't cancelled: see [Store orders](https://docs.rephut.com/stores/orders#cancelling).

Once an order is no longer on hold, ask us to cancel it. If we cancel an order after weighing it, we refund its shipping and handling to your wallet.

## Waiting for stock

An order waits for stock when some of its items aren't in your stock yet. Its page shows **Stock for this order**: how many of each product you ordered and how many are still missing. Below that are the purchase orders we placed for the missing items, or "We're arranging stock for this order." We pay those purchase orders from your wallet when we place them, so keep enough in it: see [When you're charged](https://docs.rephut.com/wallet/charges#purchase-orders). You follow them under **Purchase orders**: see [Purchase orders](https://docs.rephut.com/sourcing/purchase-orders).

When everything is in your stock, we reserve the stock for the whole order and pack it, without you doing anything. You can't change or cancel the order yourself while it waits: contact your account manager.