Resolve a routing exception
An exception records that a channel supplied a location hint, the channel is set to honour hints, and your rules would have chosen differently.
Under Routing exceptions in your organisation's settings. Needs organisation-admin access.
Nothing is blocked
Read this before working the queue, because it changes how you approach it.
The hint was honoured. The site was assigned. The order proceeded normally. No order is waiting on you.
The queue is feedback about your rules, not a list of stuck work. You can go through it weekly rather than daily, and thinking in patterns will serve you better than clearing rows one at a time.
Steps
- Open Routing exceptions.
- Look at the open ones together before resolving any — the pattern is worth more than the individual row.
- For each, compare the site the channel chose with the site your rules wanted.
- Choose a resolution, and add a note explaining why.
| Resolution | Use when |
|---|---|
| Accepted the channel's choice | The channel was right; your rules are out of step |
| Overrode to the rules | Your rules were right; the hint should not have won |
| Tuned the rules | The disagreement was genuine and you changed a rule because of it |
| Other | None of the above — say why in the notes |
Write the notes
The reasoning is what makes the queue readable in three months. A wall of bare resolutions tells you a disagreement happened; a note tells you why it did, which is the part you act on.
Reading the pattern
Mostly accepting the channel's choice — the channel understands its own fulfilment better than your rules. Either bring the rules into line or accept the difference and stop treating it as notable.
Mostly overriding to the rules — the channel is sending hints that do not reflect reality. The fix is on the channel: consider switching it to run the rules instead, in that channel's settings.
The same site pair recurring — one specific rule is wrong. That is the most actionable pattern there is.
The queue should get quieter
A falling open count means your rules are converging on how fulfilment actually happens. A flat or rising one means the same disagreement keeps happening and nothing has changed to address it.
If a queue stays busy no matter what you do, the honest conclusion may be that this channel should honour its own hints and that you should stop comparing. See when a channel disagrees.