Why is my customer's account on a credit hold? And how do we remove the credit hold?

What causes an account to be placed on a credit hold?

A customer's account is placed on a credit hold when:

• The account is 15 or more days past due
• The customer's latest payment failed
• The customer or Merchant asked to put the account on hold
• The account was inactive for several months
• Suspicious of fraudulent behavior

Your option to receive advances for invoices sent during a credit hold period will be disabled. However, you can still send net terms invoices without an advance or as Due Upon Receipt.

Learn more about Non-Advance Net Terms and Due Upon Receipt invoices here: What invoice options does Resolve support?

How is the credit hold removed?

The account is 15 or more days past due.

Once an account gets to a 15-day overdue status, the account is automatically deactivated. Accounts that were able to establish a solid payment history might be deactivated only after 30 days overdue. If the customer's account is delinquent, all overdue invoices must be paid in full, including any late fees accrued. Once all overdue invoices are fully paid, our system will automatically reinstate the account.

The customer's latest payment failed.

If there is a failed payment, the account will be reinstated only once the payment is retried and successfully processed.

My customer's account is on a credit hold, but they have no open invoices.

The Resolve team may need to reinstate your customer's credit line manually. To submit a credit line reinstatement request, find your customer in your Resolve dashboard, click the three dots to the right, and hit 'Reinstate credit line.'

More detailed instructions can be found here: Request Credit Line Reinstatements.