TABLE OF CONTENTS

Overview

This FAQ explains what quarantined orders are on Trade Me and how to manage them 


What Is a Quarantined Order?

A quarantined order is an order that, at the time it is imported into Omnivore / Trade Runner, does not have confirmed payment.


This can occur with certain order types, such as Fixed Price Offers.


What Happens When An Order Is Quarantined? 

If you receive a quarantined order:

  • You will be notified by email

  • You will also see an alert in the Orders section of your dashboard

The order is placed in a quarantined state and is not sent to your eCommerce store until you manually release it. This is designed to protect sellers from despatching goods before payment has been received.


Steps to Release a Quarantined Order

  1. Monitor your Pay Now / Ping account for payment.

  2. Once payment has been received, log in to Omnivore / Trade Runner.

  3. Go to Orders → All Orders.

  4. Filter by Order Type: Quarantined.

  5. Open the order to view its details.

  6. Click Release from Quarantine.

Once released, the order will be sent to your eCommerce store for fulfilment.


Important: If the order was paid via bank transfer, payment cannot be confirmed automatically. In this case, the order must be processed manually, as it cannot be pushed to your eCommerce store.


Key Points

  • Quarantined orders are orders where payment has not been confirmed at the time of import from Trade Me.

  • These orders are held in Omnivore / Trade Runner until you release them.

  • Once payment is received, quarantined orders can be released and sent to your eCommerce store for fulfilment.

  • Depending on your eCommerce platform, the order may appear as having no payment recorded.

    • This can occur when payment was made via bank transfer.

    • If required, you will need to manually add the payment in your eCommerce store, as it occurred outside the normal Trade Me order lifecycle.


If the Buyer Does Not Pay for the Quarantined Order

If the buyer does not pay for a quarantined order, the order must be cancelled in Omnivore / Trade Runner.

Shopify sellers – important note:
If you attempt to cancel a quarantined order that has not been released, you may see an error. This happens because the order has not yet been sent to Shopify and the cancellation logic checks the Shopify order status.

You have two options:

  1. Release the order from quarantine, which sends it to Shopify, then cancel it in both your store and the marketplace, or

  2. Cancel the order directly in the marketplace if you do not want the order sent to Shopify.


How To Cancel a Quarantined Order

  1. Log in to Omnivore / Traderunner.

  2. Go to Orders → All Orders.

  3. Filter by Order Type: Quarantined.

  4. Click the order to open it.

  5. In the top-right corner of the order page, click Cancel.

  6. The order status will change from:

    • Pending Retailer Cancellation

    • to Retailer Cancellation