Customer Credit Hold Process

Updated on Jun 16, 2026

Customers with significantly overdue balances may be placed on credit hold, which prevents shipments until the outstanding balance is paid in full. The Accounting Manager and/or CFO determine when to place a hold, with the CFO making the decision for large bookstore customers. The procedure is outlined below.

Notify internal stakeholders

At least 24 hours before placing the hold, Accounting notifies Customer Success, Operations, the VP of Customer Success, the assigned DAP, the COO, the Plant Manager, and the warehouse manager. Include Bookstores if the customer is a bookstore or institution.

Notify the customer

Accounting also notifies the customer's billing contact that the account will be placed on hold in 24 hours.

Set the hold in Business Central

If the customer remains unresponsive, Accounting opens the customer card and sets the Blocked field to Ship. This permits new orders to be entered but prevents shipment until the account is current.

Remove the Hold

Once payment is received or a payment plan establish, Accounting removes the hold in Business Central and notifies all previously informed parties.

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Customer Credit Hold Process

Notify internal stakeholders

At least 24 hours before placing the hold, Accounting notifies Customer Success, Operations, the VP of Customer Success, the assigned DAP, the COO, the Plant Manager, and the warehouse manager. Include Bookstores if the customer is a bookstore or institution.

Notify the customer

Accounting also notifies the customer's billing contact that the account will be placed on hold in 24 hours.

Set the hold in Business Central

If the customer remains unresponsive, Accounting opens the customer card and sets the Blocked field to Ship. This permits new orders to be entered but prevents shipment until the account is current.

Remove the Hold

Once payment is received or a payment plan establish, Accounting removes the hold in Business Central and notifies all previously informed parties.

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Cross-Departmental Processes & Policies

Other Resources

Customer Credit Hold Process

Heading anchor Notify internal stakeholders

Heading anchor At least 24 hours before placing the hold, Accounting notifies Customer Success, Operations, the VP of Customer Success, the assigned DAP, the COO, the Plant Manager, and the warehouse manager. Include Bookstores if the customer is a bookstore or institution.

Heading anchor Notify the customer

Heading anchor Accounting also notifies the customer's billing contact that the account will be placed on hold in 24 hours.

Heading anchor Set the hold in Business Central

Heading anchor If the customer remains unresponsive, Accounting opens the customer card and sets the Blocked field to Ship. This permits new orders to be entered but prevents shipment until the account is current.

Heading anchor Remove the Hold

Heading anchor Once payment is received or a payment plan establish, Accounting removes the hold in Business Central and notifies all previously informed parties.

0 Comments

Add your comment

Cross-Departmental Processes & Policies

Other Resources

Notify internal stakeholders

At least 24 hours before placing the hold, Accounting notifies Customer Success, Operations, the VP of Customer Success, the assigned DAP, the COO, the Plant Manager, and the warehouse manager. Include Bookstores if the customer is a bookstore or institution.

Notify the customer

Accounting also notifies the customer's billing contact that the account will be placed on hold in 24 hours.

Set the hold in Business Central

If the customer remains unresponsive, Accounting opens the customer card and sets the Blocked field to Ship. This permits new orders to be entered but prevents shipment until the account is current.

Remove the Hold

Once payment is received or a payment plan establish, Accounting removes the hold in Business Central and notifies all previously informed parties.