Orders going on hold are frustrating for everyone—but they’re often avoidable. Having worked in both sales and customer service at ASC Sunstone, I’ve seen the same problems come up again and again. Here are the top reasons orders go on hold—and how you can prevent them!

Fab Notes: Double-Check Before You Send

Fab notes, fab notes, fab notes!  The number one issue that causes an order to go on hold is a fabrication drawing (or fab notes) included in a customer’s zip file that does not match the order form.  Fabrication notes are a wonderful thing. They ensure what we build matches the finished product you, the designer, envisioned.

However, I’ve been asked in the past by customers if we had some sort of generic fab notes we could give them.  This is not a good idea!  If you don’t know what you need or want for your board, which is pretty common in a proof of concept project, just use our basic default specs.  Using boilerplate fab notes will more often than not result in not only your order going on hold, but could potentially inflate the cost and lead time of your project because they call for specifications that you didn’t actually need.

Missing Files: Use a Gerber Viewer

The second most common reason for an order to be put on hold is missing files.  Gerber file extensions can be a headache to figure out sometimes if you’re not used to looking at them, but there are free Gerber viewers out there.  Taking a few minutes to load up your exported files and verifying everything is complete will save you time in the long run.  The most common missing file we see is the NC drill file.

Data Management: Keep It Clean and Simple

Data management is nearly as common an issue as the previous two problems we see.  Sometimes it feels like we receive an entire desktop’s worth of files in one zip folder for quote requests and orders.  This presents a problem when we have nested zip files and no clear indication of which one was intended for us to use.  It’s risky for both our CAM team and you, the consumer, if we assume all the zip files contain the same artwork—more often than not they don’t.  Even when we receive just a set of ODB files and Gerbers in the same zip, it’s a 50% chance they’re identical.  As a rule of thumb, we just need one set of files, your fab drawing, and if you’re ordering assembly, a bill of materials.

By double-checking your fab notes, verifying your files before sending, and keeping your data organized, you can dramatically reduce the chances of receiving that dreaded hold email. A few extra minutes of preparation on your end means faster turnaround times, fewer questions from our team, and ultimately, a smoother experience for everyone involved. If you’re ever unsure, don’t hesitate to reach out—we’re always happy to help make sure your order sails through production without delays.