Customer self-serve rescheduling
Updated 19 August 2026
"Can you move my delivery to Thursday?" is a ticket you never need to receive. With rescheduling on, customers change their own delivery date from their Shopify account, inside the rules you set.
Set it up
- Open Customer communications and select Set up on Change delivery date.
- Follow the prompt to add the Change Delivery Date block to your Customer accounts pages, under Order actions, in Shopify's editor. The row turns Live once Flare detects it.
- Set the Reschedule cutoff. Cutoff source offers Same as Date availability, which reuses your ordering cutoff, or Custom cutoff for date changes, where you set your own time, timezone, and number of days before delivery. An example line under the fields spells out what customers will see.
What the customer sees
In their account's order view, a Change Delivery Date button opens a calendar showing only dates that pass your rules: availability, blocked dates, capacity, product lead times, and zone rules for their address. On save they get instant confirmation of the new date.
Guardrails (automatic)
Rescheduling locks itself when it should:
- The order is already fulfilled or delivered.
- Delivery is tomorrow, so the order is being packed.
- The reschedule cutoff has passed.
- The new-date options would break a product's delivery window.
In those cases the customer sees a clear explanation and is pointed to your support instead.
What happens behind the scenes
- Tags, attributes, ship date, Fulfill by, and Order management all update immediately. The order timeline records "changed delivery date in account portal from X to Y".
- Held orders stay correctly held for the new date.
- ShipStation and subscription integrations re-sync.
- A Shopify Flow trigger fires when a customer changes their delivery date. It carries the order, the customer, and the previous and new delivery and ship dates. Wire it to notify your ops channel or email the customer a confirmation.
Good to know
- Flare does not email the customer about the change. The account page confirms it on screen. Use the Flow trigger if you want an email.
- Time slots are not re-chosen in self-serve. Customers changing slot rather than date still come to you.