Let us reschedule “In-Transit” deliveries right from the Order page

Sometimes customers call to change their delivery date after the truck has already left. Today, when an order is marked In-Transit, our team can’t reschedule it from the Order page. We have to ping drivers to cancel the stop and then keep checking back until the system lets us pick a new date. That delay creates extra work, slows communication with customers, and leaves everyone frustrated—especially on busy days.

Real example: A customer calls at 10:15 AM to move tomorrow’s fridge delivery to next Tuesday. Because the order is In-Transit, our team can’t adjust it. We notify the driver, wait for them to cancel, and tell the customer we’ll confirm later. By the time we can actually reschedule, the customer’s availability has changed again and we start over.

Why this matters

• We’re forced to revisit the same orders multiple times just to see if they’re reschedulable yet.

• Customers don’t get immediate confirmation, which hurts trust.

• Sales and support lose time they could spend helping other customers.

What we’d like

• Allow us to reschedule even when an order is In-Transit, directly from the Order page.

• Support single-item and bulk actions (checkbox select + “Reschedule”).

• Show a simple confirmation (“Reschedule Delivery?”) that explains this will cancel the current stop and move the item(s) back to Open.

• After confirming, the system should:

  • Cancel the current stop and move item(s) to Open automatically.

  • Notify the driver and update routes/schedules in the background.

  • Let us send an immediate confirmation email to the customer with the new date.

• In the driver app, if a stop gets rescheduled while they’re viewing it, show a clear message (“This stop has been rescheduled”) with a one-tap return to the dashboard.

The ask
Please enable immediate, on-page rescheduling for orders in the In-Transit state—with bulk select, a clear confirmation step, automatic driver notification/route update, and the ability to send the customer a confirmation right away.