# 30517: Toll Free verification rejection - Shopping cart reminders must follow specific guidelines

Log Type: APPLICATION

Log Level: ERROR

## Description

The Toll-Free phone number verification submission has been reviewed and it was rejected. Messaging traffic on this Toll-Free number is blocked until it's verified.

Verification is one component of ensuring A2P SMS is used by businesses in a legal and compliant manner. The review process looks at the business sending messaging (not the software powering it), the use case, sample content, the web presence, the opt-in/consent collected and associated website terms and privacy policies.

### Possible causes

Your submission indicates shopping cart reminder messages, but does not meet the specific requirements for this use case:

* The opt-in terms don't explicitly mention shopping cart reminders
* There is no double opt-in mechanism via text
* The privacy policy doesn't disclose how abandoned cart data is captured
* The terms and conditions don't reflect the shopping cart reminder policy

### Possible solutions

* Update your opt-in terms to explicitly state that the program includes shopping cart reminders
* Implement a double opt-in mechanism via text that clearly informs users about cart reminders
* Revise your privacy policy to disclose how abandoned cart data is captured (cookies, plugins, etc.)
* Ensure terms and conditions reflect your shopping cart reminder policy
* Limit reminders to one alert per unique abandoned cart within 48 hours
* Confirm cart notifications do not complete transactions or collect payment via text

[Why was my Toll Free Verification Rejected?](https://support.twilio.com/hc/en-us/articles/9321443984155-Why-Was-My-Toll-Free-Verification-Rejected)

[Required information for Toll-free verification](https://support.twilio.com/hc/en-us/articles/13264118705051-Required-Information-for-Toll-Free-Verification)

[Toll-Free best practices](https://support.twilio.com/hc/en-us/articles/360038172934-Information-and-best-practices-for-using-Toll-Free-SMS-and-MMS-in-the-US-and-Canada)