When a customer needs to change a pickup and delivery order after placing it, you can take care of it for them right from the Business Manager. That includes rescheduling the pickup or delivery time, updating an address, changing preferences or instructions, and updating the payment method.
Before you start
Log in to the Cents Business Manager and make sure you're working in the correct store.
Have the order number or the customer's name handy so you can find the order quickly.
This applies to pickup and delivery orders.
Step 1: Open the order
In the Business Manager, click the Orders icon in the left-hand navigation.
On the Active tab, find the order in the list. To search, click the search icon and enter the order number or customer name.
Click the order to open it.
Tip: You can also open it from the customer's profile. Go to Customers, search for the customer, open their profile, select Orders, and click the order.
Step 2: Open Manage Order
With the order open, click the three-dot menu (...) in the top-right corner of the order panel.
Select Manage Order.
Click Manage. This opens the order's scheduling page, the same view your customer uses to manage their order.
Step 3: Make your changes
In the scheduling view, you can update:
Pickup and delivery date and time (reschedule to a new available window)
Pickup and delivery addresses
Delivery preferences and special instructions
Laundry and care preferences
Payment method
Step 4: Save your changes
When you're done, click Back, then click Save to confirm. The order updates with the new details, and the customer can see the changes on their end.
Important things to know
Available time slots depend on your delivery windows and the customer's delivery zone. If a slot isn't showing, it may be full, outside your set windows, or outside your delivery area.
Rescheduling on its own doesn't recharge the customer. Only changes that affect fees or items will change the order balance.
If an order is already out for delivery (en route), some changes may not be possible. Reach out to the customer or your driver to coordinate.
Changes you make here apply to the customer's live order.
Troubleshooting
Can't find the order. Make sure you're on the Active tab (completed orders are under Completed), and try the search icon with the order number or customer name. Check that you're viewing the right location.
No time slots appear when rescheduling. The window may be full or closed (for example, a holiday closure), or the address may fall outside your delivery zones.
Your changes didn't save. After editing, click Back and then Save. Simply closing the window won't save your changes.
The order is already completed. Revert it to active first, then make your changes.
You don't see Manage Order. Confirm you're assigned to the store and that this is a pickup and delivery order.
FAQ
Can I change the pickup or delivery time for a customer?
Yes. Open the order, choose Manage Order, click Manage, and select a new time slot.
Can I change the pickup or delivery address?
Yes, in the same scheduling view.
Will rescheduling charge the customer again?
No. Rescheduling by itself doesn't create a new charge. Only changes that affect fees or items adjust the balance.
Can customers reschedule their own orders?
Yes, from their order link, but you can also do it for them here.
What's the fastest way to find an order?
Search by the order number in the Orders list.
Need assistance?
Feel free to text our Cents Support team at 888-302-8809.