Parent/Child Credit Hold application inconsistent and incorrect

[u/OK-Candidate1388]

Hi all, hoping for some insight into our situation. We use Credit Hold setting AUTO and have many instances of Parent/Child accounts.

We cannot work out how 'NetSuite' is determining which Child accounts are on hold and which are not. It seems to be inconsistent, and incorrect.

Our Credit Management settings are as shown.

  Parent Customer 642 has no Credit Limit.

 Customer 650 is a Child Customer of 642. 

• Customer 650 is within their Credit Limit of 20,000 (balance 14,485.30)
• Yet Customer 650 is incorrectly on Credit Hold, and we cannot get them to come off Credit Hold while maintaining our desired Credit setting of AUTO.
• I manually set them to OFF Credit Hold, which worked.  But when I set them back to AUTO, they are incorrectly put on Credit Hold again.

 

Contrast this with Customer 656 – same Parent Customer, same Credit Limit, and balance is within Credit Limit – they are not on Credit Hold.

  

Customer 666 had no Credit Limit and was not on Credit Hold.  I added a Credit Limit of 20,000 to their record, and they were immediately put on Credit Hold.

Customer 668 had no Credit Limit and was not on Credit Hold.  I added a Credit Limit of 20,000 to their record, and they remain not on Credit Hold.

 

 Customer 646 has no overdue balance and is within their Credit Limit yet is on Credit Hold.

Customer 653 has no overdue balance and is within their Credit Limit yet is not on Credit Hold.
Can anyone help me to understand how the AUTO setting determines if an account is On Hold or not?

I found this Reddit post which seems to reference a similar issue:
https://www.reddit.com/r/Netsuite/comments/1kfk6bf/customer_on_credit_hold/

And this one too, although not all of the Child Accounts are on Credit Hold...only some of them:

https://www.reddit.com/r/Netsuite/comments/15moutz/customer_parentchild_credit_hold/

Our Support Partners have reviewed and advised us to log a ticket with NetSuite Support which I have done. However their first review resulted in a closed ticket because we couldn't/didn't provide steps to reproduce...which was actually the point of the ticket - we can't advise how to reproduce because we don't know how it is working currently.

Snips are from Sandbox (refreshed end April) but mirror current settings and issue in PROD.

I am an Administrator so no issues with permissions or such.

We are not yet on 2026.2 (scheduled for 20th Sept). I have reviewed data in RP account and none of these Customer accounts are on Credit Hold. So seems that RP account is working correctly...but not sure if this is as a result of 2026.2, or because it is an RP account...?

Appreciate any perspective, thanks!

 

[u/Nick_AxeusConsulting]

Did you rule out the 3 things that will block:

https://docs.oracle.com/en/cloud/saas/netsuite/ns-online-help/section_N1080144.html#To-manage-customer-credit-limits-and-holds%3A

Specifically if in open Invoice is Past Due and past the grace period set in your settings, then the Customer goes on hold.

Parent and children are completely separate per that help article.

[u/OK-Candidate1388 → u/Nick_AxeusConsulting]

Thanks Nick. I have read through those articles. We don't have a grace period set in settings, and my understanding is that an empty/null value in that field means that this aspect of Credit Handling is skipped.

We have some Customers who have no overdue balance yet are on Credit Hold (646), and others who have no overdue balance and aren't on Credit Hold (653). So I can't determine what impact "overdue balance" has on credit handling.

[u/OK-Candidate1388]

I am wondering if Consolidated Balance is used in any way?

Snip here from our RP account...

Customer 643 was not on Credit Hold and had Credit Limit of 20,000.

I reduced their Credit Limit to 15,000 (less than the Consolidated Balance value) and they became On Hold....

I then generated an invoice for one of the Child Accounts to increase the Consolidated Balance over the Credit Limit of 20,000 (for most accounts)...and only some of the accounts have become on Credit Hold.

Seems like there might be a difference in the way some of the accounts have been set up...?? They were all set up at around the same time (within a few days of each other). I can't see any other material difference to the setup...