Reschedule email notifications: confirm schedule changes with customers and staff
Reschedule email notifications: confirm schedule changes with customers and staff
When a customer reschedules their delivery or pickup date, DingDoong can automatically send a confirmation email to the customer and an alert to your team.
Overview
Rescheduling only works smoothly when everyone knows about it. DingDoong provides two separate notifications: a customer confirmation ("Your order has been rescheduled") showing the old and new date, and a staff notification so your fulfillment team can adjust their plan. Both are customizable, with method-specific templates for store pickup, local delivery, and shipping.
Before you start
- The reschedule date picker is set up on your order status page — see Let customers reschedule their delivery date (Widget Appearance & Placement).
- Your sender email address is verified in General settings → Email notifications.
How to set up reschedule notifications
Here's how, step by step:
Step 1: Open Email notifications
Go to General settings → Email notifications.
Step 2: Enable the customer confirmation
Under Customer notification, find the Schedule changes card and switch it on. Click the card to open the editor — there are separate templates for pickup, local delivery, and shipping, each showing the right labels (e.g., "NEW PICKUP DATE & TIME" and "PICKUP LOCATION" for pickup orders).
Step 3: Enable the staff notification
Under Staff notification, switch on the reschedule alert and open its editor to set the recipient address and template.
Step 4: Customize, test, save
Adjust subject and content if you like (default subject: Your order has been rescheduled), click Send test email to check rendering, then Save.
How it looks
Customer: receives a branded email headed "Your order has been rescheduled" with the new date and time, the pickup location or delivery address, the order summary, and a link to the order status page.
Staff: receives an internal alert listing the customer name, order number, old date → new date, delivery method, and payment method.
Common scenarios
Pickup store with frequent date changes
Enable both emails so your in-store team preps orders for the right day without checking the report constantly.
Delivery business with route planning
Use the staff notification as the trigger to re-run your route plan; the old vs. new date is right in the email.
You only want internal alerts
Enable just the staff notification and leave the customer confirmation off (or vice versa) — they're independent toggles.
Configuration options
Option | Description | Default | Notes |
|---|---|---|---|
Schedule changes (customer) | Confirmation email to the customer | Off | Separate templates per method: pickup / local delivery / shipping |
Reschedule staff notification | Alert email to your team | Off | Independent from the customer email |
Subject | Email subject line | Your order has been rescheduled | Customizable per template |
Template variables | Dynamic order data | — | e.g. |
Send test email | Preview delivery to any address | — | Test each method's template |
Tips & Best practices
{{ dingdoong_reschedule_old_date }} and {{ dingdoong_reschedule_new_date }} in the staff email so your team sees the change at a glance.Troubleshooting
Customer rescheduled but no email was sent?
Check the toggle is on for the matching method's template, and that your sender address is verified.
Staff email goes to the wrong person?
Open the staff notification editor and update the recipient address, then save.
FAQ
How do I turn these off?
Switch off the respective toggles in General settings → Email notifications. Templates are kept for when you re-enable them.
Do these replace Shopify's order update emails?
No — they're additional, DingDoong-specific notifications about schedule changes only.
Related articles
- Let customers reschedule their delivery date — Set up the storefront side of rescheduling (Widget Appearance & Placement)
- How to notify customers about "Out for delivery" orders — Another DingDoong status email (General Settings)
Updated on: 09/06/2026
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