topic Re: Third-Party Orders Stuck on Scheduled in Restaurant Operations

Third-Party Orders Stuck on Scheduled

Sdaniel — Sun, 18 Feb 2024 17:00:26 GMT

Hey everyone,

One of our locations is experiencing an issue with Third-party (DoorDash) orders not firing automatically. The issue started on Friday and has continued since. I called Toast support on Friday but was told I'd get a callback.

The pictures attached show our auto-fire device is the issue, however, I tried assigning different auto-fire devices, but that didn't seem to help. And yes, we only have 1 auto fire device assigned, not multiple. Our managers had to go in and manually adjust the times to clear the checks from "scheduled".

Any advice? It's only happening at a single location, and we have 21 locations with the same settings.

Re: Third-Party Orders Stuck on Scheduled

rcmck — Sun, 18 Feb 2024 19:44:25 GMT

Just Third Party? Regular online orders firing?

Re: Third-Party Orders Stuck on Scheduled

au79teahouse — Sun, 18 Feb 2024 23:24:10 GMT

Try do the followings:

1) https://www.toasttab.com/restaurants/admin/delivery

select >> Send to the kitchen as soon as they are created. Orders will not print again. (I think this is irrelevant but according to the toast support I spoke to it will affect 3PD as well. So we will change the setting for now. You can switch it back after we are done with the next steps)

2) go to tablet setting >> storage >> other app >> Toast POS >> Clear Cache and storage.
3) force stop the app
4) click on toast app and login.

This should resolve the issue.

And if you don't mind I ask, was re-installing the toast app able to resolve the problem you have with the font size being too big on handheld?

Re: Third-Party Orders Stuck on Scheduled

Sdaniel — Mon, 19 Feb 2024 14:19:36 GMT

It was just third-party ordering.

Re: Third-Party Orders Stuck on Scheduled

Sdaniel — Mon, 19 Feb 2024 14:25:07 GMT

Hello,

Thank you for the reply!

How will "send to the kitchen as soon as they are created" impact actual future orders? Ideally, we wouldn't want actual future orders to send to the kitchen as soon as they are created.

And to answer your question about the font, we did not re-install the app yet. We set all handhelds back to the default menu did size, that adjusted some our button font size, but not all. I will have to attempt to re-install the app when I make a visit to one of our locations. I work for our corporate office, and I am not in stores daily.

Re: Third-Party Orders Stuck on Scheduled

au79teahouse — Mon, 19 Feb 2024 15:50:11 GMT

Like I said in my post, I don’t think that setting will affect 3PD. But clear cache and storage should definitely resolve the DD issue here. Just had the same issue couple days ago.

Re: Third-Party Orders Stuck on Scheduled

Sdaniel — Mon, 19 Feb 2024 15:53:32 GMT

Ok, I will have the location clear the cache. I apologize, I misread the response, I thought you said it would affect 3PO.

Re: Third-Party Orders Stuck on Scheduled

rcmck — Mon, 19 Feb 2024 17:21:48 GMT

@au79teahouse Did you get an app update when it happened? I know there are some changes in 2.71 for auto fire devices and scheduled orders, curious if that might be the cause.

Re: Third-Party Orders Stuck on Scheduled

Sdaniel — Mon, 19 Feb 2024 17:23:13 GMT

Not that I know of, but I can ask the management team. I did see there would be an auto-fire device change with the next update though and posted it on our internal teams group.

Re: Third-Party Orders Stuck on Scheduled

au79teahouse — Mon, 19 Feb 2024 20:37:03 GMT

No worries! It is very confusing sometimes.

Re: Third-Party Orders Stuck on Scheduled

au79teahouse — Mon, 19 Feb 2024 20:40:33 GMT

No. We are still running 2.70 Build 8. The issue occurred on last Thursday, Feb 15th. The same issue also happened long time ago. It might have something to do with toggling delivery settings and changing dining option that affected DD integration somehow in my case.