Troubleshooting stuck or incorrect stop statuses in Maven Dispatch

overview

Use this article when a stop stays in the wrong status or refuses to move through the normal workflow.

Confirm what the driver sees in the app

1. Ask the driver to open the route and navigate to the problem stop.

2. Have them read or show:

   • The current stop status

   • Any completion or error messages

3. Compare what they see with the status on the dispatch board.

If the app and Dispatch disagree, treat it as a sync issue and be ready to correct status manually.

Try a manual status update in Dispatch

If you have permission:

1. Open the route and select the problem stop.

2. Apply the correct status (for example, complete, cancel, failed) based on what actually happened.

3. Add a note that clearly explains:

   • What happened in the field

   • Why you changed the status manually

4. Save and confirm the stop now shows the correct status.

If Dispatch rejects the change, record the error text or screenshot it.

Use force‑complete or rollback carefully

When normal tools fail:

1. Force complete a stop when the work is done but the driver cannot complete it in the app.

2. Roll back a stop when the driver accidentally completed or cancelled the wrong stop.

3. Always add a note that documents:

   • Who requested the change

   • What actually happened at the stop

4. Confirm that shipment status, POD records, and route metrics still align with reality.

Use these tools sparingly so your audit trail stays trustworthy.

Watch for patterns with stuck statuses

Look for repeated patterns:

• The same driver seeing the same issue on many routes

• The same customer location causing repeated status problems

• Stops that only fail when you use a specific workflow (for example, bulk complete)

When you see a pattern, collect examples and escalate, rather than applying endless manual fixes.

Escalate when status tools do not work

Escalate when:

1. Dispatch refuses reasonable status changes and shows unexpected errors.

2. Manual changes revert back to the wrong status.

3. Many stops across different drivers or routes show the same stuck behavior.