# Who can do what in ParcelOffice

Find the responsible role for booking, rule approval, carrier uncertainty and label recovery.

Source: https://help.smartfact.ai/manuals/parceloffice/roles-and-actions

Review edition: 25 October 2026

Roles: owner, author, reviewer, supervisor, operator, viewer

Use this reference when assigning despatch work or finding the person who can resolve a refusal. **Or** means either role permits the action. The role is only one condition: site access, station identity, current releases, carrier configuration and record state still matter.

## Find the right person

| Task | Who | Additional conditions | Related guide |
| --- | --- | --- | --- |
| Look up a work order, choose the permitted parcel option and book | Operator or Supervisor | Use the paired browser and your started station session. Check the current decision mode. | [Station booking](/manuals/parceloffice/station-booking). |
| Confirm an Assisted recommendation | Operator or Supervisor | Confirm the displayed current recommendation explicitly. | [Decision modes](/manuals/parceloffice/decision-modes). |
| Arm or pause Automatic at the station | Operator or Supervisor | Arming needs the qualified, enabled station and current readiness. Pausing does not cancel an existing shipment. | [Automatic](/manuals/parceloffice/automatic). |
| Read shipment history | Supervisor or Viewer | Owner alone does not read production shipments; an Operator's station result is a different view. | [History and exports](/manuals/parceloffice/history-and-exports). |
| Reconcile an uncertain carrier booking | Supervisor | Needs recent confirmation and evidence from the carrier about the original attempt. Reconciliation does not book again. | [Uncertain booking](/manuals/parceloffice/uncertain-booking). |
| Retrieve missing documents for a booked shipment or authorise a same-label reprint | Supervisor | Needs recent confirmation and the offered carrier/document or print controls. These actions do not create another shipment. | [Labels and reprints](/manuals/parceloffice/labels-and-reprints). |
| Approve a reasoned policy-hold exception | Supervisor | Needs recent confirmation; the exception does not rewrite a rule or make an ineligible service eligible. | [Supervisor](/manuals/parceloffice/supervisor). |
| Draft parcel inputs, presets and their examples; create a verified candidate | Author | Submitted service/parcel inputs need separate Reviewer approval before use. | [Presets and inputs](/manuals/parceloffice/presets-and-inputs). |
| Approve or withdraw complete service/parcel inputs | Reviewer | Needs recent confirmation. Input approval excludes the person who submitted those inputs. | [Reviewer](/manuals/parceloffice/reviewer). |
| Draft and prove Guided or Assisted rules | Author | Restoring old rules puts them back into a draft for current proof. | [Rule review](/manuals/parceloffice/rule-review). |
| Activate Preset, Guided or Assisted releases and change Guided/Assisted mode | Reviewer | Needs recent confirmation. Native candidate self-approval can require a reason; it does not waive independent input approval or connected-review requirements. | [Rule review](/manuals/parceloffice/rule-review). |
| Review Automatic shadow cases or pause from the Automatic page | Reviewer or Supervisor | Case review needs recent confirmation. A reviewed case does not itself qualify a scope. | [Automatic](/manuals/parceloffice/automatic). |
| Qualify/revoke Automatic or enable/disable a station | Reviewer | Needs recent confirmation. Qualification, station enablement and floor arming are separate gates. | [Automatic](/manuals/parceloffice/automatic). |
| Configure people, stations, source/carrier accounts or printers | Owner | Sensitive changes need recent confirmation. Carrier-account setup does not authorise booking. | [Sources and accounts](/manuals/parceloffice/sources-and-accounts) and [printing](/manuals/parceloffice/printing). |
| Download the complete site export | Owner or Supervisor | Available for the real site with recent confirmation. | [History and exports](/manuals/parceloffice/history-and-exports). |
| Restrict local access and enrol/pair/retire stations | Owner | Real site, central grant ceiling, actual browser and recent confirmation; pairing does not qualify a printer. | [Prepare local people and pair the actual station](/manuals/parceloffice/team-and-stations). |
| Version sources, rotate secrets and replay or migrate callbacks | Owner | Recent verification for changes; live lookup/test endpoints are real, original callback replay does not rebook. | [Version an order source and recover callback delivery](/manuals/parceloffice/source-callbacks). |
| Read Guided reports or print the current preset sheet | Author/Reviewer for report; Author, Reviewer, Supervisor or Operator for sheet | Report selections are influenced, not independent qualification. Changed/removed preset codes need a current sheet. | [Use Guided reports and current preset sheets](/manuals/parceloffice/reports-and-preset-sheets). |
| Inspect health, support diagnostics and usage | Owner/Supervisor read Health; Owner downloads real-site diagnostic | Plan view and complete export have distinct scope and permissions; no automatic support transmission. | [Read health, retention and usage without repeating work](/manuals/parceloffice/health-and-usage). |
| Use the isolated sample workspace | Permitted signed-in person; Owner creates or rebuilds | Fictional source/carrier and separate station-session context; not evidence of real booking or physical qualification. | [Use the sample despatch workspace](/manuals/parceloffice/practice-workspace). |

## Check recent confirmation

Where this table says recent confirmation, ParcelOffice requires a second factor from the last five minutes. Having completed it at sign-in may not cover a later sensitive action. Use the confirmation the application requests and recheck the intended record before submitting.

## Hand over the correct problem

Record the work-order/despatch reference and distinguish carrier booking outcome, missing carrier documents and physical print outcome. Send carrier reconciliation and supervised label recovery to the Supervisor, configuration to the Owner and approved-choice changes to the Author/Reviewer.

See [the missing-label example](/manuals/parceloffice/worked-example). A second booking is not a way to recover a label. Help role labels guide reading and do not grant access.