Open without accusing
Say the order is on a routine security check, not that anything looks wrong with them. Most holds are false alarms.
Ask only for what you need
Request the specific proof you require, such as a recent invoice or confirmation from the card owner. Do not ask for full card numbers or sensitive data by email.
Give a timeline
Say when they will hear back and what happens next. A hold with no date feels like a cancellation.
Keep the criteria private
Do not describe the exact rules that flagged the order. Say it is a standard check and leave it there.
Release or cancel clearly
When the check ends, tell them whether the order ships or is cancelled and refunded. Include when the refund will arrive.
Review false positives
Tag held orders and look at how many were fine. Too many false holds cost real sales and may mean your rules need a change.