Alcohol Deliveries and Passports

I have not had a single successful electronic ID verification of a passport for alcohol sales. The issue appeared to be strictly app related, so I verified the individual's identity (the ID was theirs and appeared to be legitimate) and age and let the customer have their purchase.

Here's where things get messed up. I've called and/or texted support, who gladly verified the customer received their purchase, accepted my verification of the documentation, and completed the sale for me. On another occasion, the chatbot insisted I return the product to store after I had already completed the delivery as above. I contacted the customer, explained the situation, and had sudden spontaneous call termination (she hung up on me). After that, I wouldn't complete an order without support's blessing first. This took some time and involved the customer being on the phone with her aunt, her husband calling because he noticed continued suspicious activity on their Ring camera and wanting to make sure everything was OK, and support calling to verify I was there with the customer and that there was an issue (spoiler: a known issue) with passports. In the end, my time was wasted, the customer's time was wasted, and the customer was embarrassed.

I tried to hold support's feet to the fire with guidance on handling transactions with passports being a known issue, but was unsuccessful in getting clear policy guidance (I was told simultaneously to follow procedure and cancel the delivery and to continue doing as I have being doing, with support assisting in completing the transaction.

Has anyone had any success in managing these situations? Clear policy guidance? Technical assistance to eliminate the problem?

Thanks for sharing your successes!