topic Re: Double Orders? in Restaurant Operations

Double Orders?

Sydney042100 — Tue, 27 Jun 2023 01:28:39 GMT

Just reaching out to see if anyone has experienced this issue. As of probably 18 months ago, my POS devices (Toast to-go) started auto sending repeats of items.

We have trouble shooted everything. Reached out to Toast about the issue but it seems to have never occurred before.

This is causing financial loss to our company. Reoccurring almost daily resulting in multiple comps a day.

Re: Double Orders?

rcmck — Tue, 27 Jun 2023 01:41:47 GMT

Could you give some more information about your setup? You mentioned handhelds, do you only use handhelds or is that the only devices you are seeing this happen with? Is it the entire order being doubled? Is it every order or just random?

Re: Double Orders?

Sydney042100 — Tue, 27 Jun 2023 01:48:55 GMT

We have 14-16 handhelds, all programmed the exact same. We have stickered the ones that act up, no consistent pattern. We have 10 POS computers, none of them have this issue.

Sometimes it's the entire order, sometimes it's completely random. We have tried Wifi routers in more areas, auto lock screens(to avoid repeats in pockets), tracking items(no consistent pattern), everything we have thought of has been done.

Re: Double Orders?

Rob — Tue, 27 Jun 2023 16:45:38 GMT

@Sydney042100 This sounds like a syncing issue, and potentially Device IDs/ check numbers will need to be grabbed to see if specific devices are dropping out of sync, then re-syncing and sending tickets back through.
I will contact you to confirm the restaurant information and escalate.

Re: Double Orders?

Sydney042100 — Tue, 27 Jun 2023 18:02:16 GMT

That would be great. We just added additions APs to our location to see if Wi-Fi spread was an issue. It hasn't changed anything.

Re: Double Orders?

KrisK — Thu, 13 Jul 2023 05:27:17 GMT

This has happened to me once and it was due to having 2 devices set as the Auto Fire device.

Hope this helps.

Re: Double Orders?

Rob — Tue, 18 Jul 2023 14:50:06 GMT

Hi, @Sydney042100 If possible, could you please provide the steps you took to resolve the issue? This will be helpful for others who may encounter a similar problem!