Guard Blinds- ShipHero Logic Escalation Guide
Last updated: September 23, 2026
Guard Blinds runs on custom ShipHero automation owned by Luis Hamnstrom at ShipHero. If an order breaks from the normal flow, patch it so it keeps moving, then escalate to Luis.
When to escalate
Issue | How to spot it | Temp fix |
|---|---|---|
Stuck on hold | Tagged order still on hold more than 70 minutes after import (1 hour hold plus the 10 minute sweep) | Ask Luis if automation_pause is engaged. If it isn't, release the hold and add the pending qty to Virtual-01 so the order shows Virtual status |
No inventory allocated | Tagged order is off hold but has nothing allocated, often on repeated SKUs | Add inventory to Virtual-01 for each SKU equal to the pending qty, then reload and confirm Ready to Ship |
Backordered with inventory available | Product page shows available units but orders are backordered and RTS=No (on Sep 1 this was 243 available with 23 backordered) | Go through every SKU with backordered units and add inventory. If the order still won't go Ready to Ship after that, it's a platform bug and goes to ShipHero Support. |
Wrongful cancellation | Order or line items cancelled, no request from Guard Blinds, no "DO NOT RESHIP" Warehouse Note. Also, order has Manifest tag. | The reversal script should restore it. If a carton is in hand, reship per the Troubleshooting Guide. More than one order affected means escalate to Luis right away |
Quick checks first
Confirm the "Manifest" tag is on the Shopify order. No tag means it wasn't routed to us, and zeroed quantities are expected.
Check for a real cancel request or a "DO NOT RESHIP" Warehouse Note. If either exists, follow the Order Cancellation Request Process instead.
Pull two or three other recent orders to see if it's one order or a pattern.
Apply the temp fix from the table above, then escalate. The fix gets the order moving, but ShipHero still needs to root cause it or it comes back on the next batch.
Who to contact
Round | Contact | When to use |
|---|---|---|
1 | Luis Hamnstrom, Forward Deployment Engineer, ShipHero. luis.hamnstrom@shiphero.com, or in #external-shiphero | Every Guard Blinds logic issue starts here: holds, tags, inventory add, cancel logic |
2 | Alex Tiezzi, Implementation Manager, ShipHero. alexander.tiezzi@shiphero.com | Luis hasn't resolved it, or it's a core ShipHero bug like backorder math that needs a Support ticket pushed through |
Include the order link, what you expected vs. what happened, how many orders are affected, and what you already did to the order.