topic Re: Packaging Preference for Takeout & Delivery in Restaurant Operations

Packaging Preference for Takeout & Delivery

Sdaniel — Fri, 28 Jun 2024 20:57:34 GMT

Hello everyone,

Is anyone currently using the Packaging Preference feature for Takeout & Delivery? We've been utilizing it for approximately two months now. Initially, everything was running smoothly; however, we've encountered the following issue:

1. The packaging preference does not print on the kitchen ticket. Our IT lead mentioned that this might be related to the customer's web browser. This issue consistently occurs when reviewing the online order history of affected customers.

2. While the packaging preference appears on the Order Hub, it does not display on the expo KDS or the kitchen ticket. We understand that this feature is intended for use with expo KDS and kitchen tickets. Upon reviewing the device setup, the location where this issue recently occurred had the correct expo setting configured.

Your insights or suggestions would be greatly appreciated.

Re: Packaging Preference for Takeout & Delivery

au79teahouse — Fri, 28 Jun 2024 21:16:52 GMT

Not sure if this is the reason that you don't packaging preference shown on the expo KDS and kitchen tickets.

Re: Packaging Preference for Takeout & Delivery

Sdaniel — Fri, 28 Jun 2024 21:40:13 GMT

The manager of the location checked and the KDS screens were not set up as a prep station, they were expo KDS. A Toast agent also suggested I adjust this setting:

I am hoping this will help solve this! I do wish the packaging preference article had more pertaining to the device settings of this feature. Setting up this feature in toast web was fairly easy following the rules but doesn't have anything further on troubleshooting when the feature is not working.

Re: Packaging Preference for Takeout & Delivery

au79teahouse — Fri, 28 Jun 2024 22:22:36 GMT

I just checked my settings and ran several test. The packing preference detail is showing correctly on both my expo KDS and kitchen tickets. Since we are not a MLM business, I cannot test and verify the setting for MLM. I assume you have ready read the article on Toast Central. I will still include segment of article for MLM setting for Packaging preference.

One more thing to be noted that currently Packaging preference will only apply to digital orders (online ordering and toast takeout app). Packaging preference detail will not shown for in-store orders.

Re: Packaging Preference for Takeout & Delivery

Sdaniel — Fri, 28 Jun 2024 22:29:55 GMT

Thank you for running tests @au79teahouse!

Yes, the article was provided by our rep when I set up this feature for all locations. And yes, we were made aware that it only works for digital orders and not for third party (Door Dash is our third party). Hopefully the setting I adjusted today will help resolve the issue and the manager is going to let me know in the morning during business hours if the preference now appears after making the changes.

Re: Packaging Preference for Takeout & Delivery

rcmck — Fri, 28 Jun 2024 22:58:59 GMT

I have had issues where they don't appear seemingly randomly, another source to consider is orders from Google, it is not supported there. A percentage of the checks that don't have it are from Google but not all.

Re: Packaging Preference for Takeout & Delivery

Sdaniel — Fri, 28 Jun 2024 23:01:21 GMT

Hey @rcmck this is good to note! I believe we turned off Google ordering for all of our locations, but I'll definitely double check it just in case we have a few stores still on Google ordering.

Re: Packaging Preference for Takeout & Delivery

rcmck — Fri, 28 Jun 2024 23:03:45 GMT

Yeah double check, I also had it turned off so I didn't even suspect it untill I noticed a check with a source of Google, it was turned on automatically for some reason.

Re: Packaging Preference for Takeout & Delivery

Sdaniel — Fri, 28 Jun 2024 23:10:27 GMT

That's very odd! I just checked and we still some locations on Google ordering even though I am certain we turned if off. And you are so right, no packaging preference for those orders!

I wish these types of notes were included in the packaging preference articles.