Credit hold showing on lifted housebuilder account
Ticketclosed
Strensall Merchants · Credit hold showing on lifted housebuilder account
The key-account screen showed a credit hold that credit had lifted. Bethan Lister found the hold is read from a cached copy; no fix date has been given.
What happened
What this says
As at Fri 9 Oct 2026The key-account screen showed a credit hold that credit had lifted. Bethan Lister found the hold is read from a cached copy; no fix date has been given.
Problem: The key-account view showed a credit hold on the housebuilder account after credit had lifted it, and branch staff were turning orders away. Handling: Bethan Lister reproduced the issue on staging, traced it to a cached account copy, and escalated it to engineering on 25 Nov 2025. Jamie Frost was to check the cache job. Watch: Neil Craven's credit team is waiting for a fix; the ticket closed on 8 Dec 2025 with a first response of 37 minutes, and the record gives no fix date.
Details
Updated 9 Oct 26Trail
created · Neil Craven 19 Nov 2025 08:28Morning. We've got a problem on the key-account view. The housebuilder account has a credit hold showing on it, but credit lifted that hold last week and the credit system confirms it's clear. Our branch and key-account people are turning orders away on the strength of the screen. This is one of our biggest accounts so it's urgent. What's the builder actually seeing? Can you get this sorted? Neil- Public reply · Bethan Lister 19 Nov 2025 09:05Hi Neil, just so I've got this right: the key-account screen shows a credit hold on the housebuilder account, but the hold has been lifted in the credit system. Can you try the following and tell me what you see? 1. Open the account from the key-account view and note the status line. 2. Open the same account from the credit view and tell me whether it shows the hold. 3. If there is any error text on screen, copy it exactly into your reply. I've picked this up with engineering and I'll be back to you as soon as I have something to test. Thanks, Bethan
- Public reply · Neil Craven 21 Nov 2025 14:28Hiya Bethan. I've tried it on three branches and it's the same on all of them. Key-account screen shows the hold, credit view shows it clear. No error text. Cheers, Neil
- Internal note · Bethan Lister 25 Nov 2025 09:30Reproduced on staging. Hold flag is read from the cached copy of the account, not the live record. Cache refresh timing unclear, may be nightly or on demand. Needs Jamie to check the cache job before we can say more. High priority, key account, escalated to engineering today.
- Public reply · Neil Craven 25 Nov 2025 15:46Cheers Bethan, that's helpful. Are you saying the cache is the problem? Our credit team keep asking when it'll be fixed. Let's sort it, not talk about it. Neil
- Public reply · Bethan Lister 25 Nov 2025 16:00Thanks Neil. It looks like the hold is being read from a stored copy rather than the live record, and I've passed that to the engineering team. I can't give you a fix date yet and I'd rather not guess until it's been tested. Could you check the key-account view again tomorrow and tell me what you see? Thanks, Bethan
- Status change · 8 Dec 2025 23:59