topic Re: Changing Server on Same Day Pickup order in Restaurant Operations

Changing Server on Same Day Pickup order

Kirsten_H — Wed, 19 Mar 2025 14:23:10 GMT

Yesterday we had a To-Go order that originated from the Toast Pickup App that we were unable to change the server from 'Default Online Order' to the staff member that completed the order. This was a same-day order, so in most cases we're able to change the server name. We are familiar with not being able to change the server on pre-orders and have a work-around for that. All of the correct permissions are in place, unless Toast has updated something since Sunday. We had a similar order on Sunday and were able to change the server name then.

Is there a sub-set of same-day order circumstances in the Toast Pickup App for which the server name can't be changed? I chatted with support but wasn't able to get an answer. Anyone run into this issue?

Re: Changing Server on Same Day Pickup order

Rob — Wed, 19 Mar 2025 16:27:08 GMT

When researching this, I found the following article.

Assign Online Orders to a Specific Employee

However, it sounds like this experience was a bug of some sort. Did you receive an error message when trying to change the server? Also, if this becomes a recurring issue, please let us know so we can further investigate.

Re: Changing Server on Same Day Pickup order

Kirsten_H — Wed, 19 Mar 2025 17:53:56 GMT

Thanks, Rob. We do have 'Default Online Order' as our autofire employee, and we then change the employee to the driver or retail employee that delivers/handles the order. There was a message that popped up, unfortunately I didn't snap a pic of it and don't remember the specific verbiage. It was something like 'That operation cannot be completed on this order type.' It was our only Toast Takeout App order last night, and the only take out or delivery order that we couldn't change the name on, which is why I wondered if there was something specific with the Toast Take Out App. Maybe it was a one-off glitch. If it happens again, we'll snap the message and reach out again.

Re: Changing Server on Same Day Pickup order

Kirsten_H — Fri, 21 Mar 2025 14:05:33 GMT

Rob,

I had this same issue last night with a Toast Local order. The message reads "Sorry, you cannot make updates for orders from this online ordering provider."

This morning I do see there is another thread that looks like it's related to my topic here, except that they are unable to even comp items off the ticket.

https://community.toasttab.com/t5/guest-experience/sorry-you-cannot-make-updates-to-order-from-this-online-ordering/td-p/14522

Thanks for your attention!

Kirsten

Re: Changing Server on Same Day Pickup order

cbowers75 — Mon, 24 Mar 2025 23:54:53 GMT

Rob, we are having the same issue and getting the same message when trying to change the online order to the actual employee in-store. Can you please let me know who to work around this?

Thank you

Re: Changing Server on Same Day Pickup order

Rob — Wed, 26 Mar 2025 23:30:35 GMT

I contacted my team for more information but haven't received an update yet. If anyone has a case number that they opened with support about this, please post it here or send me a DM. With this information, I can investigate to learn more about what's going I apologize for these issues!

Re: Changing Server on Same Day Pickup order

Kirsten_H — Thu, 27 Mar 2025 14:37:52 GMT

I did a chat with support, case number 13940541. It is closed due to inactivity...I started the chat at home and was handed off to a couple different people, the last of whom intervened after I fell asleep, so there's limited information there, but perhaps it's a starting point.

Re: Changing Server on Same Day Pickup order

Rob — Thu, 27 Mar 2025 18:26:41 GMT

Thanks for the case number and context about this case! I will contact my team to see if we can escalate for more info!

Re: Changing Server on Same Day Pickup order

Kirsten_H — Thu, 27 Mar 2025 20:01:28 GMT

Thanks, Rob. I've got a call set up with escalations next week. If I learn anything good I'll share here. 🙂

Re: Changing Server on Same Day Pickup order

cbowers75 — Thu, 27 Mar 2025 20:08:56 GMT

Thank you all so much for the help and working on this!