Managing Failed Compliance Orders

When an order fails compliance check it is NOT committed to ShipCompliant until further action is taken. Failed compliance orders must be force-committed at the order detail level. 

Orders that have failed compliance will display in the Compliance Service and/or Shipping Service, depending on the failure, on the eCellar Dashboard.

NOTE: The Compliance Service and/or Shipping Service boxes will only appear on the dashboard if there are orders with issues.

 To view the orders that failed compliance, click the [# of orders] hyperlink to view the list.  Or, use order search to locate all orders that have failed compliance. 

Correcting Compliance Errors

Compliance Rule and Sales Order Issues:

Often these compliance and shipping errors have to do with product set up or license and permits matters in ShipComplaint. It is best to update ShipComplaint or reach out to your compliance manager to address them. Here are some examples:

Address Issues:

Unknown street address and Shipping Address Out of Range -

• Check for typos in the Customer Card and the Order detail.
• Perform a web search to check and confirm the address.

Some new home developments and rural areas can create these errors as the data base used by ShipCompliant may not be updated. In those cases an override may be warranted.

Action: Update the address as needed in the order (click EDIT) AND the Customer Card, and re-check Compliance.

Volume Limits:

Option 1 - Update the shipping status to Hold Ship and enter a date that will meet the restrictions. In the example that would be in January of 2023.

Option 2 - If the order is NOT paid, and the volume can be split to meet the rule, remove some of the product and create a second order to another recipient at the customer's location.

If the rule is related to an individual, as in the example, update the ship to individual to someone else at the recipient location, or ship to an alternate address as regulations allow.

Option 3 - If the order is paid and it needs to be split up, the original order will need to be refunded or voided, and two (or more) orders created to different individuals.

Force-commit an Order by Ignoring Compliance

If the order needs to be shipped by ignoring the compliance failures, this is called a force-commit.  Which will persist the order to ShipCompliant and ignore all compliance validation errors.

This is not recommended as orders that are shipped this method need to be carefully monitored via ShipCompliant to ensure that the fulfillment house receives the order correctly, and tracking and shipping updates return to eCELLAR. 

To force-commit a failed compliance order, begin in the order detail page:

Expand the Ship: select option menu choose the appropriate option, then click Update.  

For a Compliance Rule issue, select No Compliance Check -

For an address select No Address Check -

For both an Address and Compliance Rule override select No Addr/Compl Check

During the next hourly batch cycle, this order will be updated in ShipCompliant with the fulfillment information regardless of any compliance failures.

Once an order has been updated to send to shipper, check the box to ‘Ignore on Dashboard’ if you want a failed-compliance order to drop off the compliance order issues in your ShipCompliant dashboard.