Docs
Sign in

Reschedule a delivery on customer request

Updated May 21, 20262 min read

A customer calls in asking to push their delivery to a different day or time slot. The agent looks up the shipment, confirms it's still in a state that can be rescheduled, then sets the new schedule.

This is one of the simplest action-shaped patterns — two tool calls in the happy path.

When to use

  • Customer service: "Can you reschedule my delivery to Saturday?"
  • Internal ops: rescheduling a batch of deliveries after a depot closure or holiday.

Tool sequence

get_shipment                 (current state — has it shipped? is delivery editable?)
       │
       ▼
schedule_delivery            (set / revise the delivery slot)

Example agent prompt

"The customer for SHP-12345 wants delivery on Saturday afternoon instead of tomorrow. Can you reschedule?"

Walkthrough

Step 1 — pull the shipment

get_shipment(
  tenantId="…",
  shipment_id="SHP-12345",
  select="shipment_id,status,promised_delivery_date,carrier"
)

Use select to trim the response — the agent only needs status, promised date, and carrier here.

The agent checks status before proceeding:

  • If status is DELIVERED, refuse — the shipment is done.
  • If status is IN_TRANSIT or OUT_FOR_DELIVERY, the carrier may still accept a reschedule (depends on the carrier — often the agent should warn that "this depends on the carrier accepting the new window").
  • If status is earlier in the lifecycle (READY_FOR_PICKUP, PICKED_UP, etc.), reschedule is straightforward.

Step 2 — set the new schedule

schedule_delivery(
  tenantId="…",
  shipment_id="SHP-12345",
  scheduled_from="2026-05-09T13:00:00+04:00",
  scheduled_to="2026-05-09T17:00:00+04:00"
)

The tool exposes three optional schedule fields — scheduled_date, scheduled_from, and scheduled_to — all at the top level alongside tenantId and shipment_id. Pass scheduled_date alone for a single-day window, or scheduled_from + scheduled_to for an explicit time window. Carriers vary on what they accept; inspect the schema once with a single test call before using in bulk.

Confirm before action

In a customer-facing agent, confirm the new window with the user before calling schedule_delivery. The agent should narrate "I'll change the delivery window to Saturday afternoon, 1pm to 5pm — confirm?" and wait for explicit yes before firing.

Variations

  • Pickup, not delivery — same shape, but call schedule_collection instead. Use when a merchant or warehouse wants to change when the carrier picks up.
  • Bulk reschedule — given a list of shipment ids (e.g. all OUT_FOR_DELIVERY for a closed area), iterate the pattern. Mind rate limits — write tools cap at 120/min.
  • No new date, just cancel the schedule — most carriers don't support "unscheduled". Cancelling and re-creating the shipment is usually the wrong move; better to schedule a sensible default and let the customer reschedule once they decide.