2

Web Order Review

Last Update a month ago

Web - Applicant ID Validation Process Web/Quest - Address Verification Order Review

Web/Quest - Address Verification Order Review

Added: May 29, 2025 | Updated: Aug. 6, 2025

Menchie Parilla

Last Update a month ago

The following process outlines the process used by BackOffice Review team Agents to review addresses on website applications. The purpose of the process is to ensure Gen Mobile ships to valid residential addresses. 

Beginning May 26, 2025 Gen Mobile will verify customers with a selfie. A Photo ID will also be required to verify the information on the application.   

Web Address Review

BO agents will also review for a valid address for in-person Quest applications. The Address Review Queue will have a picture of the Home Address and Shipping Address based on the location on Google Maps. If the addresses are the same, it will provide only one address.

Things to Check When Validating an Address

The Photo ID needs to match the address on the application or they will need to provide a supplemental document to verify the address.

Important Note: Some locations are not updated regularly. As long as they can verify it is a valid address with a picture of the location they don't need to do further research or search for the most updated image of the location.
▪ Apartment buildings don’t necessarily need to have a unit number in the application same rules with the Photo ID.
▪ Missing, faded, hard to read, or not visible on Google Maps for the house or apartment number is okay as long as the type of structure is present in the area.
▪ Single-family homes should not have a unit number in the application.

▪ Address standardization will apply to verifying address verification, but it doesn’t include house numbers or state abbreviations. The following are acceptable:

  • Auto-corrected Street names by Google.
  • Two different zip codes in one city, as long as the standardized Zip code shown by Google matches the application.
  • Two different cities under one zip code, as long as the zip code matches one city listed in the application.
    For web order address verification, both Home and Shipping addresses must be searchable through a standardized Google lookup. However, if Address Line 1 is the same for both, the ZIP/postal code suggested by the lookup should not be used.


    EID: 8891912

     

    Address Types

    Based on the search results, enter the address type. You will have 3 options: Valid Address, Non-Deliverable, and Missing Information. 


    Some address types will be able to receive mail; Non-Deliverable addresses are addresses where we will not deliver due to the risk that it will not reach the consumer.

    ▪ Enter Valid Address for homes, apartments if there is an apartment number listed, mobile home/trailer park addresses with an apartment number or specific locator, group homes, rehabilitation clinics, senior housing and mail delivery boxes.


    (If the address is a home, but includes an apartment number, we will not accept it. The type of address must match the address type entered.)


    ▪ Enter Non-Deliverable for all other address types listed below. 


    ▪ Enter Missing Information for addresses that can’t be found/verified
    Valid Address
    1. Homes
    2. Business in a home (home-based business)
    3. Apartments
    4. Mobile home/trailer park addresses with an apartment number or specific locator
    5. Group homes
    6. Halfway houses
    7. Transitional Living
    8. Rehabilitation Clinics (inpatient)
    9. Senior Housing
    10. Nursing Homes
    11. Mail Delivery Boxes (these are boxes that are used in multiple-unit residences. In some cases, the apartment will deliver to the resident's delivery box)
    12. Dormitories
    13. Condominium

    Non-Deliverable – Invalid AddressTypes

    If you have Rejected the address as Non-Deliverable, enter the type of address. Examples of Non-Deliverable addresses are:


    ▪ Shelters 

    ▪ Churches 

    ▪ Business or commercial addresses 

    ▪ Social Service Buildings 

    ▪ Prisons 

    ▪ Hotels/Motels

    ▪ Juvenile Detention Center

    ▪ Vacant Lot

    ▪ Addresses that can’t be found/verified – Missing Information

    Non-Deliverable- Missing Information

    If the Google Map image does not have a clear picture, click the address link for more information and search for the complete address on Google. If the address is not on the Non-Deliverable Invalid Address Types list and has a space number (if necessary), it can be accepted. If it can not be verified, Reject it as Missing Information. 

    Resolutions

    Make the selection based on the review of the addresses:

    ▪ For Non-Deliverable and Missing Information, a red X will appear to reject the order. 


    ▪ For Valid Addresses, a green check will appear.

    Was this article helpful?

    2 out of 2 liked this article

    Still need help? Message Us