> For the complete documentation index, see [llms.txt](https://crushsuite.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://crushsuite.gitbook.io/docs/compliance/orders-and-fulfillment/handling-failed-or-blocked-orders.md). # Handling Failed or Blocked Orders What to do when an order doesn't reach Vinoshipper or fails its compliance check: how to find it, what each status means, and which button to use. {% hint style="warning" %} **CrushSuite does not retry failed orders on its own.** A failed order stays failed until you fix it with the buttons below, or edit the order in Shopify. {% endhint %} ### Finding Failed Orders * **Email:** for Vinoshipper stores, CrushSuite emails your store's contact email address when an order fails (up to 35 emails a day). * **In CrushSuite:** go to **Orders**. The **Order Issues** card lists failed orders. **Current Issues** shows everything still open. Click an order to open it. When you open a failed order, the **Order Issues** card shows the problem under **ISSUES** and your options under **POSSIBLE ACTIONS**. *** ### Status: Error (the order never reached Vinoshipper) The order exists in Shopify but Vinoshipper didn't accept it. The issue usually says **"Could not create an order in Vinoshipper"** or gives Vinoshipper's reason, for example **"Customer Date of Birth was not provided in the order or was not valid"**. **Common causes:** * The customer's date of birth is missing (common on draft orders) * A product isn't in Vinoshipper, or its SKU doesn't match * Vinoshipper didn't accept the shipping rate * Not enough inventory in Vinoshipper **What to do.** You have three options: 1. **Create order** (under "Retry creating this order in Vinoshipper"). Opens the **Create order in Vinoshipper** form with the order's details. Correct anything that's wrong, including the date of birth, and click **Create**. CrushSuite sends a new order to Vinoshipper. 2. **Add Number** (under "Add Vinoshipper Order Number"). Use this if you've already created the order in Vinoshipper yourself. Enter its **Vinoshipper Order Number** and click **Confirm**. CrushSuite doesn't check the number, so double-check it. 3. **Confirm Manual** (see below). You can also edit the order in Shopify (for example its products, address, email or total). Any of these edits makes CrushSuite try to create the order again. Editing the **customer record** in Shopify (for example adding a birth date) does not. *** ### Status: Non-compliant (the order reached Vinoshipper but failed its check) Vinoshipper received the order but flagged it. The issue shows Vinoshipper's reason word for word. The most common reason is that Vinoshipper couldn't verify the customer's age, often because their address isn't in Vinoshipper's system. **What to do:** 1. Fix the problem in Vinoshipper. For a customer verification problem, confirm the customer in your Vinoshipper dashboard. 2. Back in CrushSuite, click **Retry order** (under "Retry compliance check"), then **Update** in the **Resend Order to Vinoshipper** window. CrushSuite sends the order to Vinoshipper again. If the problem is the shipping address, correct it on the **Shopify order**. Changing the order's products or shipping address sends it to Vinoshipper again. {% hint style="info" %} In the order issue email, go by the **Error Message** for the real reason. The **What to do next** text is general advice and doesn't always match the problem. {% endhint %} *** ### Handling an Order Yourself: Confirm Manual If you'd rather deal with an order entirely in Vinoshipper, click **Confirm Manual** (under "Confirm Manual Operation"), then **Confirm**. The order's status changes to **Overriden** and CrushSuite stops trying to send it. After that, CrushSuite won't update the Shopify order for you. You'll need to create the order in Vinoshipper yourself and mark the Shopify order fulfilled once it ships. **Guest orders** (no customer record, such as some POS sales) show **"No customer information available"**. **Confirm Manual** is the only option for these. *** ### After You Click a Button There's no pop-up message to say it worked. Wait a few seconds for the page to refresh, then check the order's status: * **Created** means the order is now in Vinoshipper. * **Error** or **Non-compliant** again means it failed again. The new reason is added to the list of issues, below the old ones. If an order is more than 30 days old, CrushSuite shows **"This order is older than 30 days"**. Check with the customer before sending it again. *** ### Problems After the Order Reached Vinoshipper **You edited or cancelled the order in Shopify, but Vinoshipper had already started on it.** CrushSuite can't change it. You'll get an email saying **"Order in Shopify could not be updated or cancelled in Vinoshipper"**. Make the change in Vinoshipper yourself. **The order was cancelled in Vinoshipper.** This isn't passed back to Shopify. Cancel and refund the Shopify order yourself. *** ### Order Issue Emails The email comes from ****. Its subject starts with **"Action needed"** and names the Shopify order number. It includes: * **Error message:** the problem. For example "Order could not be created in Vinoshipper" (status **Error**), Vinoshipper's own reason, such as a wine that can't ship to the customer's state (status **Non-compliant**), or "Order in Shopify could not be updated or cancelled in Vinoshipper" * **Order:** the Shopify order number, the Vinoshipper order number (**N/A** if the order never reached Vinoshipper) and the total charge * **Ship to:** the customer's name, email, phone and address * **Log in to Vinoshipper:** a button that opens the Vinoshipper login page * **See tips for clearing verification holds:** a link to [Order Sync Failures](/docs/compliance/troubleshooting/order-sync-failures.md) * **What to do next:** general advice. It depends only on whether the order reached Vinoshipper, so it doesn't always match the problem. Go by the error message and the buttons on the order in CrushSuite
Example CrushSuite order issue email for WineMart order 1042: error message Order could not be created in Vinoshipper, order and ship-to details, a Log in to Vinoshipper button and what to do next

An example order issue email for an order that never reached Vinoshipper.