Troubleshooting Quarantine Orders

Store
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How to troubleshoot quarantine orders:

  1. View your list of Quarantine Orders in Dashboard > Alerts (You can also search for these orders in Store > Orders > Status > Quarantine)
  2. Open an order to view the details
  3. Click on the ‘Compliance’ tab
  4. Click on the magnifying glass next to the ‘Message’ text to view the message returned from your compliance software
  5. View the message to see why the order did not pass compliance (If you need help determining what the message means, please contact your compliance company)
  6. Edit the order to address issues with billing, shipping or products as directed by the message
  7. Click on the ‘Compliance’ tab
  8. Select ‘Retry Compliance (and Submit order)’ in the ‘Compliance Status’ actions
  9. Click on ‘Process’ next to the green check mark
  10. Confirm the success of your compliance or repeat steps 6-9 if necessary

*For more information about additional actions please read the following documentation on ‘How To Fix A Quarantine Order’

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With web orders, we are occasionally seeing the customers birth dates in the first line of their shipping address, which quarantines the order. Has anyone else experienced this?