Change an order's date or time slot

The story

SituationA customer booked a birthday cake for Friday 3pm pick-up. On Thursday morning they message: the party has moved to Saturday.

ChallengeOr your kitchen realises the mango for that cake will not arrive until Saturday. Cancelling means a refund, a disappointed customer and a lost sale.

MissionMove the order to the new date and time slot in Web Admin, so the customer keeps their order and your team sees it on the right day.

Merchants may need to reschedule an order primarily when there is a request change from the customer, or when items are not available and rescheduling the date is offered as an alternative to cancelling the order entirely. This guide covers the check to make first and the four steps.

Quick answer

Open the order while it is still Pending acceptance. In the Order Details card, click the pencil icon next to Fulfilment time slot, choose the new Date and Time slot, then click Confirm new time slot.

Before you start

Before proceeding, ensure the order status is 'Pending Acceptance'. In the order list this shows as PENDING ACTION, and on the order page the Current order status reads Pending accept.

If the order has already been accepted (for example ORDER IS BEING PREPARED, as shown in the list), you must contact the support team to update the time slot from the backend.

Note

When the pencil icon shows depends on the order type. On a delivery order it disappears as soon as the order is accepted. On a self pick-up order it can still show after acceptance, and disappears once the order is being prepared, ready for pickup or completed. The rule above still applies: once an order is accepted, ask the support team.

  • You can reschedule self pick-up and delivery orders that have a fulfilment time slot.

  • Agree the new date and time with the customer first, and check the branch can make the order on that day.

Steps to reschedule

  1. Locate the order: From the orders list, choose the desired Order ID (e.g., TCRS-PBJ-OD-84576). Go to Orders > Current & Upcoming, check both the Now and Upcoming tabs, and click the red Order no. to open it. You can also type the order number into the search box.

  2. Initiate change: On the Order Details page, tap the 'Change' button next to the Fulfilment time slot. Today this is a small red pencil (edit) icon at the right of the Fulfilment time slot row, in the Order Details card.

    Note

    Earlier versions of this page, and older screenshots of it, show a red Change button here instead. It is now the pencil icon highlighted in the screenshot above and shown again in the next screenshot. It does the same thing.

  3. Update time: In the 'CHANGE TIME SLOT' dialog, select the new Date and Time slot.

    • Date starts on Please select a date and lists the next 30 days: Today, TMR (tomorrow), then the day and date, for example Sat, 29 Nov.

    • Time slot starts on Please select a time slot and lists the branch's time slots for that day and order type, for example 10:30 AM - 11:00 AM. If the list is empty, the branch does not take this order type on that day.

  4. Confirm: Tap on 'Confirm new time slot' to proceed with the update. The button stays greyed out until you have chosen both a date and a time slot. You will see Changed time slot successfully, and the Fulfilment time slot shows the new date and time.

The order now sits on the new day, and the customer keeps the cake they paid for.

What changes, and what does not

  • Changes: the order's fulfilment date and time. It moves between the Now and Upcoming tabs to match, and any daily item limits it used move to the new date.

  • Stays the same: the branch, the items, the amount paid and the order number. To move the order to another branch, see Move an order to a different branch.

Caution

The customer is not sent a new confirmation when you change the time slot. Confirm the new date and time with them yourself, in writing.

Customer service tip

When an item is unavailable, offer the customer two or three new slots rather than asking them to pick. A quick choice keeps the order alive and avoids a refund conversation.

This functionality helps you handle last-minute issues smoothly by offering customers alternatives instead of cancellations, keeping expectations clear and maximising order fulfilment.

If something goes wrong

  • There is no pencil icon next to Fulfilment time slot: the order has already been accepted or prepared. Contact the support team to update the time slot from the backend.

  • Confirm new time slot stays greyed out: choose both a Date and a Time slot.

  • "Store Closed at Selected Time": a pop-up says "The store is closed during the selected time slot" and asks "Would you still like to proceed with the change?".

    Click Choose another time slot and pick a time when the branch is open. Only Eats Venture super admins can override this; for other accounts Yes, continue ends with "Super Admin authentication required".

Mission accomplished: what you have achieved

  • No cancellation. The customer keeps their order and payment, on a day that suits them.
  • The kitchen sees the right day. The order moves to its new date in the order list.
  • Clear expectations. You agreed the new slot with the customer before changing it.

Next time plans change, rescheduling takes less time than the phone call.

Related

Last updated: 27 October 2026

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