When the address entered for an order has an invalid country code, the SOD 8204: Invalid Cust Country Code web order exception displays in the SODA Order Exceptions screen.

1. Select the correct order on the SODA Order Exceptions screen, then select Correct Address.
   

2. Compare the shipping and billing addresses captured in SODA to what is reflected in the OMS Store Order Lookup Tool.
   Note: If you see a dummy address listed as the billing address, the customer used financial aid, a gift card, or a campus card to pay for their order. Or, they checked out as a guest user. The format of the dummy address is shown below. If part of it didn't import correctly, for example, the state code is missing, then add the correct information as shown below.
   
   

If you can accurately confirm the country by comparing the information in the two systems, then advance to step 5 of the process.

3. If you cannot figure out the country, then copy the city, state, zip code line of the address into Google Maps.
   
   

In this example, you see that Rio Grande is a city in Puerto Rico.
Note: You must enter a different country code for each of the five U.S. territories. If the United States of America shows as the country code for any of the U.S. territories, then the order displays in the SODA Web Exceptions screen.

In this example, the shipping address displayed the country code for Puerto Rico as United States of America.

4. To correct the country code for the shipping address, select Assign Ship-To.
   
5. On the Customer Address Selection screen, select the address to update and then click Select.
   
6. Remove USA from the Country field, then select Search.
   
7. Enter as many characters of the country as you can into the Enter Name field, and press Enter on your keyboard. Then choose the correct country from the list and click Select.
   
   Note: In SODA, some territories and countries have both a 2-letter and a 3-letter country code. If your country has two options, you may pick either one.
   
8. The updated country code now appears in the country field on the Customer Address Information screen. Select Accept.
   
9. The Ship to Point country code shows the change. Select Accept.
   If SODA moves the order to the allocated status, you will no longer see it on the SODA Order Exceptions screen.
   

When the bill to address for an order is missing in SODA, the
SOD 8207: Bill- To Add not assigned web order exception displays in the SODA Order Exceptions screen.

1. Choose the correct order on the web exceptions screen and select the Correct Address.
   
   
2. Look up the web order number in the OMS Store Order Lookup Tool to figure out the billing address.
   
   

If you can accurately confirm the country by comparing the information in the two systems, then advance to step 5 of the process.

3. If you cannot figure out the country, then copy the city, state, zip code line of the address into Google Maps.
   
   

• In this example, you see that Montego Bay is a city in Jamaica.
  
  Note: If the zip code is 00000, only use the city and state information to search in Google Maps.
  
  

Yet, the Customer Address Summary screen shows that SODA didn’t capture the billing address.

4. To correct the billing address, select Assign Bill-To.
   
5. On the Customer Address Selection screen, select Add.
   
6. Remove USA from the Country field, then select Search.
   
7. Enter as many characters of the country as you can into the Enter Name field, and press Enter on your keyboard. Then choose the correct country from the list and click Select.
   Note: In SODA, some territories and countries have both a 2-letter and a 3-letter country code. If your country has two options, you may pick either one.
   
8. The updated country code now displays in the Country field on the Customer Address Information screen.
   
9. Enter the billing address information and select Accept.
   
10. The Bill to Point address was updated. Select Accept, and if SODA moves the order to the allocated status, you will no longer see it on the SODA Order Exceptions screen.
    

When the ship to address for an order is missing in SODA, you will see the SOD 8208: Ship- To Add not assigned web order exception in the SODA Order Exceptions screen.

1. Choose the correct order on the web exceptions screen and select Correct Address.
   
2. Look up the web order number in the OMS Store Order Lookup Tool to figure out the billing address.
   

If you can accurately confirm the country by comparing the information in the two systems, then advance to step 5 of the process.

3. If you cannot figure out the country, then copy the city, state, zip code line of the address into Google Maps.
   
   For this example, you can see that Utrecht is a city in the Netherlands.
   Note: If the zip code is 00000, only use the city and state information to search in Google Maps.
   
   Yet, the Customer Address Summary screen shows that SODA didn’t capture the billing address or the country code for the billing address.
   
   

4. To correct the Ship to Point address, select Assign Ship-To.
   
5. When you look up this example on the OMS Store Order Lookup Tool, you see that the shipping and billing addresses are the same, except for the addition of IL to the billing address.
   Note: If the system doesn’t know the country code, it will default to the USA, and the state will default to Illinois (IL).
   
   On the the Customer Address Selection screen, you will notice the address listed in OMS is the primary address listed in SODA. Choose the primary address and click Select.
   
   Remove the USA from the Country field and select Search.
   
6. Enter as many characters of the country as you can into the Enter Name field, and press Enter on your keyboard. Then choose the correct country from the list and click Select.
   
7. The country code now appears in the country field on the Customer Address Information screen. Compare the content of the other fields with the address you found in OMS.
   Select Accept.
   Note: Remember, even though IL was showing in OMS as part of the shipping address, do NOT include it as a part of the Ship to Point address.
   
8. The Ship to Point address was updated, but the Bill to Point address is missing the country code. Follow the process in the SOD 8207: Bill- To Add not assigned section of this topic to update the country.
   
9. Both the Bill to Point and the Ship to Point address were updated. Select Accept, and if SODA moves the order to the allocated status, you will no longer see it on the SODA Order Exceptions screen.