If a customer used Tacey to change their order and Shopify now shows the order's fulfillment on hold, Tacey placed that hold on purpose. There are only two reasons it ever does, and both release on their own.
Reason 1: the customer owes you money
This is the common one, and it has no on/off switch.
When a customer's change makes the order cost more, for example adding a product, increasing a quantity or upgrading to faster shipping, they are shown the exact amount Shopify calculated and asked to pay it. If the order is left with a balance still to pay, Tacey:
Holds the order's fulfillment in Shopify, so you do not ship something that has not been paid for.
Adds the tag tacey-payment-owed to the order, so you can filter for it in your Shopify order list.
What releases it:
The customer pays. Tacey sees the payment, releases the hold and removes the tag.
The waiting time runs out. If nobody pays, the hold is released anyway after the tool's waiting time, so an unpaid change can never block an order forever. The default is 24 hours. Upgrade shipping method has its own setting, Hours to wait for payment on an upgrade. For other tools it is Hours to wait for payment on an added item, on the Change product options settings page. If the unpaid change was a product the customer added, Tacey takes that product back off the order before the hold is released, so an item nobody paid for does not ship.
The ledger then records the change as Payment was never completed. The tacey-payment-owed tag stays on the order, so you can still find it. If the customer pays later, Tacey records the payment and removes the tag.
A change that costs nothing extra, or one where the customer is owed money back, is never held for payment. A refund owed to the customer does not delay their parcel.
Reason 2: you turned on "Hold fulfillment while the edit window is open"
This one is off by default. If you switched on Hold fulfillment while the edit window is open in Editing Tools → Global settings → Order holds, an order whose delivery address the customer changes is held until the edit window closes. Tacey releases it the moment the window ends.
If you did not turn this on, this is not why your order is on hold.
How to tell which one it is
Open the order in Shopify.
If it carries the tacey-payment-owed tag, it is Reason 1. Check the order's balance.
Open the order in Tacey (Orders, then the order) and look at its Reconciliation ledger. A payment hold shows a line such as Payment not completed yet or Balance due: ... Not yet collected.
If there is no tag and nothing is owed, and you have the Order holds setting on, it is Reason 2 and it will release when the window closes.
Can I release the hold myself?
Yes. Release it in Shopify as you would any fulfillment hold. Before you do on a Reason 1 order, check whether the customer has paid, or you may ship something unpaid.
What this does NOT do
Tacey never holds an order because of an address check result. A flagged address is shown to you, not held.
Tacey never holds an order because a refund is owed to the customer.
A hold does not stop warehouse systems that pull orders directly from Shopify on their own schedule. Ask your provider whether they respect fulfillment holds.
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