Reschedule Pickup & Delivery Orders

Reschedule Pickup & Delivery Orders

Reschedule Customer Orders - Pickup & Store Delivery

The Reschedule Order feature allows fulfillment teams to modify the scheduled pickup or delivery time instead of canceling the order. This helps maintain order continuity and improves customer convenience.

Rescheduling is supported for: Store/Curbside Pickup and Delivery by Our Team (Store Team). Only authorized fulfillment employees can reschedule orders based on customer availability or operational needs.

This KB explains how to enable order rescheduling and how fulfillment employees can reschedule orders based on customer requests or operational needs.

The order rescheduling workflow is demonstrated through both the Fulfillment Web Portal and Mobile UI (Handheld Device) screenshots, providing a step-by-step visual guide to help users understand the complete process.

1. Store Admin - Reschedule Setups

To enable order rescheduling, specific configurations must be completed in the Store Admin settings. These setups control available time slots and determine which fulfillment types support rescheduling.

1.1 Available Slots

Retailers can get the benefits of rescheduling orders only if "Slot Booking Required" is enabled. To enable "Slot Booking Required," the time slots must be configured as per the operational hours for the order handling.
Figure 1.1.1 - "Slot Booking Required -> Allow Rescheduling"

Slot schedules are configured under Available Slots for each location individually, where store admins define customer-selectable time slots on a day-wise basis.
Slots can be created for specific days and copied across multiple days to reduce manual setup.
These slots are used for:
  1. Customer selection before placing the order
  2. Store teams select a new schedule during rescheduling
When customers or store teams want to choose the time slot, both can see the time slot option day-wise that are configured at the location level in Available Slots.

Figure 1.1.2 - "Time Slot Setup"

1.2 Enable "Allow Rescheduling"
The "Allow Rescheduling" option determines whether an order can be rescheduled after placement by the store employee as per operational need or customer request. This option is applicable for mainly two fulfillment types: Store Pickup/Curbside Pickup and Delivery by Our Team.
Rescheduling can be enabled at the Global Level under General → Fulfillment Settings [Store Pickup & Delivery - By Our Team] and can be overridden at the location level based on operational needs.

Figure 1.2.1 - "Allow Rescheduling"

1.3 Scheduled (Reserved Time Slot) Order

When customers place an order, the selected schedule is displayed in the reserved time slot section on the Order Details page.

Figure 1.3.1 - "Customer - Time Slot Details"

Fulfillment employees can also view the reserved time slot from:
  1. Web Portal: Under the Slot Time column on the listing page
  2. Mobile UI: Within the item picking screen

Figure 1.3.2 - "Fulfillment - Time Slot Details"

2. Fulfillment - Rescheduling Orders 

When an order is already in the Ready stage or cannot be fulfilled at the originally scheduled time due to any reason, store fulfillment employees can reschedule the order instead of canceling it. This ensures the order remains active while updating the pickup or delivery schedule.

2.1 Rescheduling Orders

Orders can be rescheduled using the Reschedule Order action during the fulfillment process.
  1. Reschedule Order: Allows store employees to update the order schedule. Available date and time slots are displayed for selecting a new handover schedule.
  2. Unable to Deliver: Marks the order as undelivered when it cannot be delivered to the customer. Store employees must update the next delivery schedule. This option is available only for Delivery by Our Team orders.

Figure 2.1.1 - "Reschedule | Unable to Deliver"

How Store Employees Can Reschedule an Order

  1. Navigate the order to the Ready stage.
  2. After processing the order, click Start Fulfilling → Start Delivery. The "Reschedule Order" action will be available.
    Note: Continue the process if the order is being handed over to the customers during delivery. If there are any changes to the delivery schedule, proceed with rescheduling the order.
  3. Click "Reschedule Order" when the customer requests a schedule change or when rescheduling is required for operational reasons.
  4. Enter a reason for rescheduling.
  5. Obtain the confirmation code:
    • Ask the customer to provide the code from the order email (order-ready email) or from the Order Details page.
    • If customer interaction is not possible, access the store admin and navigate to Orders → Order Details → View Confirmation Code.
  6. Select a new available time slot for the same day (or another day).
    Note: Available slots are displayed based on the day-wise schedules configured under Available Slots in Store Admin.
  7. Click "Finish" to confirm.

Figure 2.1.2 - "Reschedule Order Process"

8. Once confirmed, the order is updated with the new schedule and moved back to the In Progress stage until it is marked Ready again for fulfillment.


Figure 2.1.3 - "Rescheduled and Mark Ready"

Store employees can then proceed with Start Delivery when the order is ready for delivery.

2.2 Undelivered Order to Reschedule

If a store employee is unable to deliver an order at the customer's location, the order can be marked as Unable to Deliver and rescheduled based on communication with the customer.

How Store Employees Can Reschedule Any Orders:
  1. Move the order to the Ready stage.
  2. Click Start Fulfilling → Start Delivery → Unable to Deliver.
  3. Enter a comment and click "Submit."
  4. Click "Reschedule Order" and follow the rescheduling steps described in Section 2.1.

Figure 2.2.1 - "Unable to Deliver TO Reschedule Order"