# Handling Failed or Blocked Orders

### Common Failure Scenarios

#### Scenario 1: Order Created in Shopify but No Vinoshipper Order ID

The order exists in Shopify but never reached Vinoshipper.

**Likely causes:**

* The product doesn't exist in Vinoshipper
* Inventory is unavailable in Vinoshipper
* API connection issue between CrushSuite and Vinoshipper

**What to do:**

1. Open the order in Shopify and review the product details.
2. Confirm the product exists and has inventory in Vinoshipper.
3. Make corrections in Shopify — CrushSuite will attempt to sync again automatically.

#### Scenario 2: Vinoshipper Order ID Exists but Order Has Issues

The order reached Vinoshipper but was flagged with an issue.

**Common causes and solutions:**

* **Customer verification failed** — Name, DOB, or address couldn't be verified by Vinoshipper. Manually update the customer details in Vinoshipper and resend.
* **Invalid customer address** — Incomplete or incorrect address. Contact the customer, update the address in Shopify, and CrushSuite will auto-resend.
* **Order item issues** — Missing inventory or incorrect product details in Vinoshipper. Correct the issue and the order will attempt to sync again.

#### Scenario 3: Compliance Check Failed Post-Purchase

Rare, but possible if compliance rules changed between the time the customer started checkout and when the order was processed.

**What to do:**

1. Review the order in CrushSuite for compliance event details.
2. Contact the customer to inform them of the issue.
3. Process a refund if the order cannot be fulfilled.

### Order Issue Emails

If you receive an order issue email from CrushSuite, it means an order failed to sync properly. The email includes:

* The Shopify order number
* The type of issue detected
* Suggested resolution steps

Always address order issues promptly to avoid fulfillment delays.

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