topic Re: Utensil request by 3rd Party Online ordering in Restaurant Operations

Utensil request by 3rd Party Online ordering

Tmeng — Fri, 28 Mar 2025 19:54:49 GMT

With the 3rd Party Online ordering such as Grubhub the customers are prompt if utensils are required. Prior to integrating with Toast we utilize the tablet, and it states if utensils are required yes/no. But with Toast we have the orders auto firing directly to the kitchen/packager it does not list about utensils. We have customers calling and complaining of not receiving any utensils. I am told this is a 3rd Party online issue, and they are telling me it's a Toast issue.

So I thought it would be best to post a message here to figure out what is a solution. And this impact all Uber, Grubhub, and Doordash orders.

Re: Utensil request by 3rd Party Online ordering

Rob — Fri, 28 Mar 2025 22:46:58 GMT

Thanks for reaching out! I can see how frustrating it must be to have customers missing utensils and getting conflicting answers from different platforms. One possible solution could be setting up a required modifier for utensils with a yes/no option!

Configure Required Modifiers

Re: Utensil request by 3rd Party Online ordering

Tmeng — Sat, 29 Mar 2025 00:12:04 GMT

I had thought the same but I like to use this as my last alternative to create a modifier for the utensils. I wanted to see what others are doing or there's a documented workable solution for such request pertain to 3rd Party online orders. Toast has been around for some time now! It amazes me there is no integrated feature for this. I have a similar issue with "Order Ready" feature with Toast, which is not integrated with 3rd Party Online companies to acknowledge the order ready status for 3rd Party Online drivers to alert them the order is ready for pickup.

Re: Utensil request by 3rd Party Online ordering

rcmck — Wed, 02 Apr 2025 20:45:28 GMT

Do you have packaging preferences enabled in toast for 1st party online ordering? Wondering if that is necessary for the 3rd party to show. https://central.toasttab.com/s/article/Configure-Packaging-Preferences-for-Takeout-and-Delivery

Re: Utensil request by 3rd Party Online ordering

Tmeng — Sat, 29 Mar 2025 01:13:29 GMT

Yes, I have the feature enabled for packaging preference it only works for 1st party which working for only Toast Online orders. Grubhub does by have that feature enabled on their end when I look at the online orders from the tablets it shows if the customer needs utensils, or not. There's something not configured properly on Toast to display this on the auto-firing receipts.

Re: Utensil request by 3rd Party Online ordering

rcmck — Sat, 29 Mar 2025 01:33:29 GMT

Ok, you said receipt, are you only using printers? No KDS? Have you opened orders hub mode at all, do they show there?

Re: Utensil request by 3rd Party Online ordering

Tmeng — Sat, 29 Mar 2025 01:47:05 GMT

Yes, I have a KDS, but don't recall seeing it in Order Hubs.

Re: Utensil request by 3rd Party Online ordering

Rob — Wed, 02 Apr 2025 20:30:49 GMT

We have the following article that goes in-depth about packaging preferences (attached below). It explains that the integrations will need to configure their checkout experience to match Toast. However, I'm not sure how this works, but there is a link that goes into the API and such in more depth.

Configure Packaging Preferences for Takeout and Delivery

Re: Utensil request by 3rd Party Online ordering

Rob — Wed, 02 Apr 2025 20:33:50 GMT

@rcmck I think that is the wrong link? Its a billboard.com link.