TABLE OF CONTENTS


Overview

Quarantined orders are orders that, at the time of being imported, have not had payment confirmed. 


This FAQ reviews the reasons for quarantined orders.


Reasons for Quarantined Orders

There are three main reasons why an order may be marked as quarantined:

  1. Payment has not been completed or confirmed on the marketplace side (known as a transaction hold).
  2. Specifically for eBay orders, a hold may have been placed for several reasons, including being below eBay's seller standards or because your account is new on eBay.
  3. Again, for eBay orders, the business policy setting "Requires Immediate Payment" on your Payment policy has not been ticked.


How Quarantined Orders Work

To make sure that all orders can be accounted for, ALL orders will be imported into our system. 


Quarantined orders will be highlighted under the Orders section on the Dashboard.


For orders where the payment is not confirmed, we will hold the order and place the order in a quarantine status.


How to Release an Order From Quarantine


You can release an order from quarantine by going to the Order page and clicking the Release from Quarantine button.


To do so:

  • From the dashboard, go to Orders > All Orders.
  • Click on the order in question.
  • When it opens, click the Release from quarantine button.



In some instances, if we detect a change in the order status from the marketplace, we can automatically release the order. If this occurs, it will appear in the audit trail for the order.


eBay Orders on Hold Due to a Payment Issue


Occasionally, eBay may place a temporary hold on an order due to a payment issue. eBay will normally alert you to this and will advise you whether you need to ship the item or not. Once you receive confirmation from them that it's ok to proceed, then you will need to release the order from quarantine.


eBay Orders on Hold Due to Being a New Seller or Being Below the Required Seller Standards


If your orders are on hold due to being a new eBay seller or because you are an existing seller that has fallen below the required seller standards, you will need to manually release your orders from quarantine once you've confirmed that they are being held for this reason.


On eBay, go to the relevant order, and you will see a message similar to this



Note that the wording may vary depending on exactly why the funds are being held.


Please refer to eBay's article on the matter https://www.ebay.com.au/help/selling/getting-paid/getting-paid-items-youve-sold/payments-hold?id=4816


In most cases, you will need to ensure that the order is released from quarantine and the item/s are shipped with tracking details to get your funds released. 


Changes to the eBay Immediate Payment Required Setting


For eBay orders where the Requires Immediate Payment setting has not been ticked, the customer details will be displayed within the order page in our system as "(not available)".



In this case, you will need to match the eBay customer / payment details and edit them within this page. 


Once completed, you can then release the order from quarantine.

 

Key Points

  • Quarantined orders can occur because payment is waiting to be confirmed or because the Requires Immediate Payment setting has not been set correctly.  
  • Quarantined eBay orders can be due to funds availability for new sellers, or due to being below seller standards for existing sellers.
  • When you receive a notification from eBay that the order is paid, release the order from quarantine by clicking the Release from Quarantine button
  • Where "Not available" is displayed in the customer details screen, you will need to match up the details from eBay to process the order.
  • Orders in the quarantine queue may stay there indefinitely until you release them. In some cases, the system will release them, but please do not rely on this method.
  • Important: We are unable to check the payment status, so it is the responsibility of the retailer to check that payment was successful before releasing the order.