I'm having an order guide issue with mandatory fields

On our order guide, there are 2 default items that get ordered every time. The first one (first tab) has 2 required fields and the second one (second tab) has 3 required fields. On the second one, the fields are set to mandatory via the actual variable. However, there is a certain use case where a user can submit the order guide without filling in these fields. So, when the support team gets the task the fields are blank. I am not able to reproduce this actual use case in our non-prod instances. The closest I came was to fill in one field and go back to the first tab, and then check out.

I tried setting the fields to mandatory using a UI policy, but the order guide can be submitted with out ever clicking on that tab. What am I missing? Is this a bug? Has this happened to others?