Enhance the new Activation Lock Hold to work with other use cases.

With the new Activation / PIN lock feature, there’s a flow where if a customer marks an item as unlocked on the portal but it isn’t actually unlocked, users are unable to make any status changes unless the item is confirmed as unlocked from the lock tab menu.

I understand this was likely designed to prevent accidental status changes. However, in the case of (discussed internally already), the customer marked the item as unlocked when it’s not. Client now wants to move it back to Activation Lock Hold, but all options are currently grayed out.

1.) Would it be possible to allow users to update the status directly back to Activation Lock Hold without requiring them to click “Mark As Unlocked” and restart the entire process (including reinitiating another customer portal flow for customer to reunlock again)?
2.) Another scenario is when a customer contacts the business by phone or email instead of using the “Remove Account” option in the customer portal, and the client wants to mark the account as unlocked.

While the client can access the Customer Portal link from the offer details page and use the same “Remove Account” option on the customer’s behalf, it would be helpful to have a simpler alternative—such as an option to mark it as “Unlocked via email/phone.”