Order Quarantine
Written by Edi Sipkas
Updated at June 19th, 2025
Table of Contents
A non-compliant order will complete the payment process you have set up with your payment gateway, either Authorize (if you get payment when you ship) or Capture (if you take the money before shipping the product).
WineDirect calls non-compliant orders 'Quarantined' orders. An order can be quarantined for many reasons. If this happens, the website administrator will receive an email whenever a Quarantined order enters your system.
Access Quarantine Orders
You can access these orders through your WineDirect Order area: Store > Orders > Status > Quarantine. On the Dashboard of the Admin Panel, you will also be able to see all Quarantined orders in the Alerts section.
| Type | This will show the completed check type (check, force, etc.) |
|---|---|
| Date | This will show the time and date the check was done. |
| Success | Yes=Passed the compliance check or No=Failed the compliance check. |
| Message | The 'Compliance' tab within an order will show the message directly from WineDirect Compliance or ShipCompliant. Click on the 'Message' text beside the magnifying glass to show the message (see image below). This message explains why the order did not pass the compliance check. If you need assistance deciphering the message, you may need to contact your compliance company. |
How To Fix Quarantine Order
1. To rectify the order, there is an Edit Order button to change the order's billing or shipping information and products.
2. Once you've rectified the compliance' error,' you can choose the appropriate Compliance Status action in the drop-down menu, then hit Process. The options are listed below:
| Retry Compliance (and Submit Order) | This will check the order once again for Compliance. |
|---|---|
| Force Compliance (and Submit Order) | This will force the order through ShipCompliant if you want to process it regardless of the compliance issue. |
| Void Compliance | This will void the compliance check if you are canceling the payment. |
| Retry Compliance - Ignore Address Errors (and Submit Order) | This will check the order once again for Compliance and ignore address issues. |
| Ignore Compliance Submit and Complete Order | This will ignore all compliance issues and submit and complete orders. This will not send the order through to Compliance. |
POS Quarantine Flag
Admin Panel Quarantine Flag
Quarantined Order FAQs
How can I push through a batch of quarantined orders?
If you you have multiple orders that you need to retry compliance on and push through to ShipCompliant, you can use the Retry Compliance option found under Order Actions.
Why was my order quarantined?
There are a number of reasons an order could be quarantined. Some common examples would be an incorrect address, missing license for the region, or a product that has not been set up in ShipCompliant. To find out the exact reason you will want to access the quarantined order and view the 'message'.