topic Re: Toast Delivery - DoorDash Drive Partnership in Restaurant Operations

Toast Delivery - DoorDash Drive Partnership

EvanBurningRice — Thu, 25 May 2023 13:21:51 GMT

Hey Toast Community,

We offer pickup and delivery through Toast Online Ordering. Does anyone out there have a good understanding of the partnership between Toast and DoorDash Drive? We've noticed a large increase in DoorDash drivers not picking up orders and would like to figure out how to prevent this. Is there a DoorDash drive portal through Toast? Where does one access any historical data other than flipping delivery on and hoping for the best? Thank you!

Re: Toast Delivery - DoorDash Drive Partnership

josh212 — Fri, 26 May 2023 21:17:46 GMT

Honestly Try addin Shipday as a partner integration to mange your orders. It cost lests, You can choose between multiple couriers drivers etc.

Re: Toast Delivery - DoorDash Drive Partnership

JasonW — Fri, 25 Aug 2023 21:27:25 GMT

I have had the same issue - but a COMPLETE nightmare due to the fact that Doordash is still using (somehow) our OLD address to pick up FROM. Between Toast and Doordash there is a disconnect that exists and some of the orders are being lost because of this. Orders made/ Orders refunded = Disaster. Neither companies have figured it out.

Re: Toast Delivery - DoorDash Drive Partnership

Rob — Mon, 28 Aug 2023 17:01:57 GMT

Hey @JasonW, thanks for reaching out! I have escalated your location to receive more help!

Re: Toast Delivery - DoorDash Drive Partnership

EvanBurningRice — Wed, 30 Aug 2023 18:19:08 GMT

@JasonW , I do agree with you that there is a large disconnect between the two parties. It could be a great partnership, but the lack of clarity to the merchant and large amounts of orders being unsuccessfully delivered makes it hard to operate the DoorDash Drive integration.

@Rob, are there any updates regarding this case? Thank you

Re: Toast Delivery - DoorDash Drive Partnership

josh212 — Wed, 30 Aug 2023 18:39:36 GMT

@JasonW @EvanBurningRice I strongly reccomend using Shipday

I would be more than happy to show you my account and how we use it.

Send me a DM if interested

Re: Toast Delivery - DoorDash Drive Partnership

Rob — Wed, 30 Aug 2023 23:13:45 GMT

Hey @EvanBurningRice, thanks for reaching out for an update; I was able to find the following:

Toast Delivery Services: Who To Contact, This article instructs to contact DoorDash at drive-support@doordash.com if there is an issue with one of their drivers. They will handle the situation and can prevent the driver from returning to your store in the future. To assist them, please provide your store name, the customer name, and the delivery ID.

Below are some more helpful links I found:
Toast Delivery Services: Online and Phone Order Workflow
How Do I Contact a DoorDash Driver?

This link covers the reporting that we offer:
Toast Delivery Services - Reporting

I also linked the ShipDay integration info if you want to check it out!
https://pos.toasttab.com/integrations/shipday

Re: Toast Delivery - DoorDash Drive Partnership

JimmyD99 — Thu, 31 Aug 2023 17:22:47 GMT

You can access the Doordash portal on the DD Website. All the deliveries are there and you can see all the information. There is a huge disconnect between Toast and DD as they need to work together much better. As far as deliveries not being picked up, I don't have that issue. Some end up being late cuz the customers don't tip and the drivers see that and don't pick them up.

Re: Toast Delivery - DoorDash Drive Partnership

EvanBurningRice — Thu, 31 Aug 2023 19:47:45 GMT

Hey @JimmyD99, thanks for the info! I'd be curious to know where you're accessing the DoorDash Drive portal specifically that shows the deliveries made through the Toast integration. Do you have more information on accessing it? Access to our DoorDash Portal is exclusively for our account with DoorDash, not Toast. Thanks!

Re: Toast Delivery - DoorDash Drive Partnership

JimmyD99 — Mon, 04 Sep 2023 19:45:13 GMT

You should have a different login for the Drive account. I have a tablet at the store dedicated for the Drive account. It shows orders, allows us to request a driver if need be, cancel an order, rate the drivers, reschedule times on orders. Just a regular iPad that I access the internet with to login to DD Merchant. It's not a DD Tablet.

Re: Toast Delivery - DoorDash Drive Partnership

JimmyD99 — Tue, 05 Sep 2023 03:12:34 GMT

Have you checked your address on Google. It may be incorrect there. If so update it on Google. Let me know.