ShipWright help
Pilot operations
Manual fallback and escalation guidance for the most common live-pilot failures across dispatch, delivery execution, cancellations, and support recovery.
What this screen does
- Explains which fallback playbook to use for the most common live-pilot failures.
- Keeps operator recovery grounded in the evidence already visible in ShipWright.
- Separates manual recovery guidance from product automation that does not exist yet.
What to do next
- Read docs/playbooks/README.md in the repo for the full set of playbooks.
- Choose the playbook that matches the current blocker.
- Record the decision and supporting evidence before closing the incident.
Status meanings
StatusMeaningNext action
DISPATCH_FAILEDDispatch did not secure a driver.Use failed-dispatch or no-eligible-driver playbook.
PAYMENT_AUTHORIZEDFunds are authorized but not captured.Resolve delivery blocker or cancellation quickly.
ASSIGNED but stalledA driver is attached but execution is not progressing.Use driver-no-show or manual-reassignment playbook.
Support escalationThe current operator cannot safely resolve the incident alone.Escalate with evidence and owner handoff.
Related guidance
Operator actions
- Open the relevant markdown file under docs/playbooks and follow the trigger, checks, and evidence steps in order.
- Start with identification inside Orders, Jobs, Notifications, and Admin before contacting the customer or restaurant.
- Retry, reassign, cancel, or refund only when the matching playbook says the threshold has been met.
- Record order id, job id, payment id, timeline facts, and who approved the operator decision.
Common problems
- Dispatch failed or no eligible driver: verify driver pool, vehicle match, and manual reassignment path before repeated retries.
- Payment authorized but delivery blocked: the order can remain financially live while operations are stalled.
- Driver no-show: the job is assigned but progress does not move, so intervention and evidence capture are required.
- Customer cancellation or refund request: document approval, downstream state, and refund decision clearly.
- Escalation owner unclear: use the support-escalation playbook and attach evidence before handoff.