Data Holds on Returned Computers: What's Available and How to Use Them

Data holds (machine retention) let your organization keep returned computers in a secure hold period before they are processed, redeployed, or sent for disposal. This supports data retention and compliance requirements while equipment is in Firstbase's care.

Your Firstbase team can configure hold rules per country, with control over when holds apply and visibility into hold timelines in your account.

This article covers what you can do with data holds today, what you will see during returns, and how to track hold status on your inventory.

What You Can Do

During Returns

• Work with country-specific hold policies. Your US operations might use a 30-day Blanket hold while another country uses 60-day Ad Hoc holds, or has holds disabled entirely. Policy is set per country by your Firstbase team.
• Use Blanket hold mode. When configured, all eligible computers returned to a warehouse in that country are automatically placed on data hold when received. You will see an informational message during the return flow showing the hold period.
• Use Ad Hoc hold mode. When configured, you choose which computers to hold. Each computer shows an Apply data hold toggle during the return flow. The toggle defaults to off; turn it on only for devices that should be held.
• Apply holds across return types. Data holds can apply to offboarding returns, one-off returns, and replacement returns shipping to a warehouse.

A few things to know:

• Holds apply to computers only. Accessories, monitors, and other equipment are not held.
• Office returns are not eligible. Devices dropped off at or shipped to an office location do not go on data hold.
• The hold starts when the device is received at the warehouse, not when you submit the return. Until then, the device remains with the employee or in transit.
• Ad Hoc mode is not available in every region. To find out which regions support Blanket vs Ad Hoc holds for your organization, contact your Customer Success Manager.

Track Hold Status in Asset Management

• View the Hold release column on the Asset Management page. It shows the expected release date for finite holds.
• Open an asset's details to see the Data Hold Details card, including hold start date, hold release date, days remaining (for finite holds), and current status.
• Review return and replacement lists for a Hold requested indicator before the device arrives at the warehouse.

Status meanings:

• On hold (Data hold): The device is in the active hold period.
• Pending hold release: The hold period has ended or was released by Firstbase operations. The device is queued for next processing steps.

Work with Your Hold Policy

• Hold mode (Blanket or Ad Hoc) and retention period are configured per country by your Firstbase team. You cannot change these settings in your account.
• To request a policy change, new country configuration, or early release of a held device, contact Firstbase Support or your Customer Success Manager.

Standard Return Procedure

What happens after a device arrives at the warehouse

When a computer is returned to a Firstbase warehouse, what happens next depends on whether a data hold applies.

Returns without a data hold

If no hold applies, the device is added to the processing queue when it arrives. Firstbase then:

1. Unpacks, sanitizes, and visually inspects the device
2. Reconditions minor cosmetic issues where possible (for example, removing stickers or buffing scratches)
3. Wipes storage and reinstalls the operating system on eligible laptops and computers (devices that are not in a bypassable locked state and are not in poor or unusable condition)
4. Assigns a final grade according to Firstbase's Equipment Grading terms

What grading means for next steps:

• Laptops, computers, and monitors graded better than "Used - Poor" or "Unusable" are re-sanitized and repackaged for redeployment
• Laptops and computers graded "Used - Poor" or "Unusable" are assessed for repair. Where repair is possible (in or out of warranty), Firstbase pursues that path. If not, the device follows end-of-life / IT asset disposition (ITAD) terms
• Monitors graded "Unusable" follow ITAD terms

Returns with a data hold

If a hold applies, the device is handled differently when it first arrives:

1. The package is opened to capture the serial number
2. The device is moved to a dedicated hold area in the warehouse
3. It remains on hold for the configured period (30, 60, or 90 days)

The device is not wiped or processed for redeployment during the hold period.

After the hold period ends

When the hold period ends, the device moves to Pending hold release and enters the same processing flow described above:

1. Sanitization and visual inspection
2. Reconditioning where applicable
3. Data wipe and OS reinstall on eligible laptops and computers
4. Grading and routing for redeployment, repair, or ITAD based on condition

You can track hold and processing status in Asset Management.

Frequently Asked Questions

Which devices can be placed on data hold?

Only computers returned to a warehouse are eligible. Returns to an office location are not eligible.

Accessories, monitors, and other non-computer equipment are not placed on data hold.

Can I change the hold period or turn holds on/off for my company?

Hold policy is configured per country by your Firstbase team. You cannot change hold mode, retention period, or which countries have holds enabled from your account.

To request a change, contact Firstbase Support or your Customer Success Manager.

Which regions support Blanket vs Ad Hoc holds?

Ad Hoc mode is not available in every region. Which hold mode applies in each country is configured by your Firstbase team based on what is supported for your organization.

Contact your Customer Success Manager to confirm which countries use Blanket holds, Ad Hoc holds, or have holds disabled.

I turned off "Apply data hold" during a return. Will the device still be held?

No. In Ad Hoc mode, only devices where you enabled Apply data hold are held when received at the warehouse.

If you leave the toggle off, the device is not placed on data hold.

Why does one country behave differently from another?

Hold settings are configured per country. For example, your US policy might use a 30-day Blanket hold while another country uses 60-day Ad Hoc holds, or has holds disabled entirely.

Contact your Customer Success Manager if you need details on your organization's hold configuration by country.

Can I see whether a hold was requested before the device arrives at the warehouse?

Yes. Return and replacement lists show whether a hold was requested for each line item before the device is received at the warehouse.

You can also review hold details in Asset Management once the device is on hold.

What happens when a hold period ends?

When a finite hold period ends, the device moves to Pending hold release status. Firstbase then processes the device according to your organization's workflow (for example, making it available, sending it for cleaning, or routing to IT asset disposition if that was requested on the return).

You can track status updates in Asset Management.

What if I need a device released before the hold period ends?

Contact Firstbase Support or your Customer Success Manager. Early release is handled by the Firstbase team and is not available as a self-service action in your account.

Does a data hold replace IT asset disposition (ITAD)?

No. Data hold and ITAD are separate choices during a return. You can request ITAD on a return; if both apply, the device is held first and processed for disposition after the hold is released.

Can I recall a device that is still on hold?

To request an on-hold device be shipped out before the hold period ends, email support@firstbase.com with:

• Device serial number
• Product name
• Recipient name and shipping address

Note: The recipient must have a user profile (employee, admin, or office) in your Firstbase account. If not, please add it before submitting your request so that we can create the order in the platform.

Once submitted:

• The device will be released from hold and moved to fulfillment
• It will be made available in inventory
• Firstbase will generate an order and ship it within 5 business days

Are there fees for data holds?

There is no charge for placing devices on hold or taking them off hold.

If you request a specific device to be recalled from hold, standard order fees apply, and there may be an additional admin fee to cover manual handling. Check your order form or ask your Customer Success Manager for details.

What happens if my hold policy changes while devices are already on hold?

If you change your hold policy (duration or mode), devices already on hold in the warehouse keep their original hold period. Only returns created after the change use the updated policy.

This also applies if holds are removed entirely for a country.

If you need help or have questions about your organization's hold policy, contact your Customer Success Manager or Firstbase Support.