topic Re: Increase in customer complaints about on-line orders crashing out in Guest Experience

Increase in customer complaints about on-line orders crashing out

MickH — Fri, 06 Dec 2024 19:54:10 GMT

Has anyone else seen an increase in customer complaints about on-line orders crashing out and not completing? We have seen a growing number of calls that after the credit card gets authorized the order fails to compete, leaving the customer with a hold for the auth amount on their account and the order not being sent to the restaurant. They follow this up with a call looking for a refund that we are not able to give as we never received payment, and we can not give them their order because we did not get it and they do not want to pay to put the order through again because according to their online banking they already paid.

Without a specific problem, it seems of no use to call customer service as the people there will not really be able to do anything so I am not sure if/how to address this. I am mainly wondering if it is an us problem or if other people have been receiving similar complaints.

Re: Increase in customer complaints about on-line orders crashing out

Rob — Fri, 06 Dec 2024 20:00:21 GMT

Thank you for reaching out! You are correct: if there is no record of the transaction having occurred and searching for the last four digits of their card yields no results, there is little support we can provide for further research. The charge they are seeing originates directly from their bank, not from Toast, but if this continues to be an issue still reach out to support to create a case.
Also thank you for reaching out about this; if anyone else has noticed this, please reach out as well!

Re: Increase in customer complaints about on-line orders crashing out

au79teahouse — Sat, 07 Dec 2024 21:18:17 GMT

I'm curious what exactly showed on the screen when customers say their online order "crashed". Is there any error message?

Re: Increase in customer complaints about on-line orders crashing out

MickH — Thu, 12 Dec 2024 17:49:15 GMT

From the information I am getting for our staff, all they can tell me, is a pop-up error message. I have asked them to try to collect more information in the future if the complaints continue. Thank you for your follow up.

Mick

Re: Increase in customer complaints about on-line orders crashing out

MickH — Thu, 12 Dec 2024 17:50:47 GMT

From the information I am getting from our staff, all they can tell me is, a pop-up error message, they have not been able to give me more specific information about what the error message said. I have asked them to try to collect more information in the future if the complaints continue. Thank you for your follow up.

Mick

Re: Increase in customer complaints about on-line orders crashing out

Rob — Thu, 12 Dec 2024 20:14:17 GMT

Thanks for this update. If possible, screenshots or videos would be the most helpful!

Re: Increase in customer complaints about on-line orders crashing out

Penguin_Meg1 — Thu, 12 Dec 2024 20:20:55 GMT

I get this pretty often with mobile order and pay. It says on their end the order completed but the transaction never happened so we don't get a ticket and we can't see it on our backend

Re: Increase in customer complaints about on-line orders crashing out

rcmck — Thu, 12 Dec 2024 22:07:30 GMT

Do you use any approval rules for firing online ordering?

Re: Increase in customer complaints about on-line orders crashing out

MickH — Fri, 13 Dec 2024 15:10:06 GMT

We do not, we auto fire all online orders.

Re: Increase in customer complaints about on-line orders crashing out

Kirsten_H — Fri, 13 Dec 2024 16:20:00 GMT

What are you using for your auto-fire device? Does it have a solid network connection? Is is used for other tasks, or is there something going on with it that it may be unavailable to accept the orders when they are coming through?

I haven't had this specific issue with Toast, but had occasional issues with our previous POS when there were internet connectivity issues.

Re: Increase in customer complaints about on-line orders crashing out

au79teahouse — Sat, 14 Dec 2024 01:12:47 GMT

This also happened to our online ordering from time to time. It's very rare.

Re: Increase in customer complaints about on-line orders crashing out

HearthpizzeriaB — Sat, 14 Dec 2024 21:22:48 GMT

I have had similar happen with customers ordering online. They come in after multiple attempts to place an order online that never went through, yet they can show me charges on their card. All I can do is tell them that those charges should clear, as I have no order or payment info on my end, so I am not getting their money. I tell them that if those charges do not clear within a few business days to give me a call, and I can reach out to Toast on their behalf. I have never had them actually end up being charged as it always ends up clearing on their end.

Re: Increase in customer complaints about on-line orders crashing out

HKSMICHELLE — Sun, 15 Dec 2024 01:47:10 GMT

We have a same problem issue of online ordering problem

Re: Increase in customer complaints about on-line orders crashing out

pizzashop — Wed, 18 Dec 2024 09:23:29 GMT

This has been happening to us too. We’ve had customers call in about orders that didn’t quite go through, but the pending charge shows up. We have no record of it whatsoever at the store or online.

it seems to happen in batches. We had 2 complaints a few weeks ago within the same hour, and then another 2 last week. I’ve tried writing into support, but I have such little info to go off of. We don’t really get anything useful from the customer who calls in.

I wish support was able to look at any failed transactions that never were even created fully on our online ordering site, but they don’t seem to be able to know how to do that.