topic Re: Sorry, you cannot make updates to order from this online ordering providers in Guest Experience

Sorry, you cannot make updates to order from this online ordering providers

Jamie-OandA — Fri, 21 Mar 2025 01:16:09 GMT

About 10 days ago Toast changed the way online orders through Toast are handled so restaurants can no longer update orders placed via Toast Platforms, online ordering and Toast Locals, similar to DoorDash and 3rd party orders.

So if a customer places an order, and we make a mistake, we are unable to update the order to comp an item and adjust payment. My only option is to void the payment on the check. This is unacceptable.

After 42 minutes on the phone with Toast, Fabian notified me that there are currently no workarounds and many people have called upset. That is preposterous.

Removing the ability to quickly handle a customer complaint or issue is completely unacceptable.

Anyone have any workarounds they were able to figure out? This creates so much additional unnecessary friction in dealing with customer complaints.

Re: Sorry, you cannot make updates to order from this online ordering providers

au79teahouse — Fri, 21 Mar 2025 02:08:02 GMT

What's your app version? We are still on version 2.83. We can still edit toast online ordering orders.

Re: Sorry, you cannot make updates to order from this online ordering providers

Jamie-OandA — Fri, 21 Mar 2025 02:57:19 GMT

Thanks, I’ll have to check. It is only Toast Locals app ordering , not online ordering, that is my mistake.

Re: Sorry, you cannot make updates to order from this online ordering providers

au79teahouse — Fri, 21 Mar 2025 03:23:54 GMT

just tested an order placed through Toast Locals App. We are still able to edit the order. I'm guessing it's app version issue.

Re: Sorry, you cannot make updates to order from this online ordering providers

Jamie-OandA — Fri, 21 Mar 2025 11:50:49 GMT

Thanks for checking, we are also on App version 2.83.

We have been an early rollout for a few features that have caused customer issues, including the Toast Online Ordering Charge, which thankfully they rolled back. Hopefully, this gets rolled back, as I see no benefit to restricting modifications to Toast Locals orders. However, I am afraid it won't until more locations get this update and have to deal with it.

In the meantime, I am still searching for a work around - or if this isn't an update issue - then a solution.

Re: Sorry, you cannot make updates to order from this online ordering providers

Kirsten_H — Fri, 21 Mar 2025 14:11:03 GMT

I think my post from the other day is related to this one, so I linked this thread in a response to @Rob Anderson. We haven't had to do any comps for Toast Local orders yet, but we've found that we cannot change the server to the employee who is handling the order in-house. We can work around that, and any tip that might be on the check, but if comps can't be applied from the POS, that adds another level of complication. Can you go into 'Find Checks' and refund that way?

We run app version 2.84, for what it's worth. 🙂

Re: Sorry, you cannot make updates to order from this online ordering providers

Jamie-OandA — Fri, 21 Mar 2025 17:56:35 GMT

Thanks for the idea. I just tried to transfer the tab to myself, but the system won't let me. It doesn't provide an error, but it does not do anything. We tried different users with different permissions.

You can refund via the Find Check function, however it doesn't allow for modifications or comp codes, which help track the purpose of the refund. Its also an extra set of steps for our FOH, which is crazy.

Fortunately, this doesn't happen a lot but it should not be this hard to make an adjustment to a check. I was told by Fabian at Toast Support that he put in a request to roll me back to the prior behavior, but I lack confidence this will happen.

Re: Sorry, you cannot make updates to order from this online ordering providers

cbowers75 — Mon, 24 Mar 2025 23:51:23 GMT

Kirsten, what is the work around you are doing to change the server to the employee who is handling the order in-house? We are having major issues with not being able to change the orders and Toast is telling us there is no workaround. Thanks!

Re: Sorry, you cannot make updates to order from this online ordering providers

Jamie-OandA — Tue, 25 Mar 2025 00:00:03 GMT

I think Kirsten said that she could not change servers, we have found that we were not able to change servers either. We currently have no solutions.

Contact your sales rep if they still talk to you any else you can, Toast won’t change it until they have to. But I agree, super frustrating, creates an unnecessary friction with our guests.

Re: Sorry, you cannot make updates to order from this online ordering providers

rcmck — Tue, 25 Mar 2025 00:03:32 GMT

If it is restricted to toast local orders, could you just disable toast local/takeout for the time being?

Re: Sorry, you cannot make updates to order from this online ordering providers

cbowers75 — Tue, 25 Mar 2025 00:04:10 GMT

Our new rep actually just came in last week to introduce himself so I will def reach out to him. This is such an annoying update, hopefully they change it back quickly

Re: Sorry, you cannot make updates to order from this online ordering providers

Jamie-OandA — Tue, 25 Mar 2025 00:07:45 GMT

Sure, but after the Toast Online Order Surcharge fiasco we pushed everyone to the Toast App to avoid that money grab of a fee. The app also does a better job at saving repeat orders and makes it easier for ordering on the go. We would sort of look stupid if all the sudden we pushed everyone away from it, again - more customer friction.

Re: Sorry, you cannot make updates to order from this online ordering providers

cbowers75 — Tue, 25 Mar 2025 00:08:21 GMT

I did disable Toast Local but still having the issue

Re: Sorry, you cannot make updates to order from this online ordering providers

Kirsten_H — Tue, 25 Mar 2025 14:45:49 GMT

Our 'Work Around' is nothing technical at all, we still can't assign the check to a person, and to preface, we are old school in that we do have our staff print closed checks to go with their shift review printout. We have our staff that handle take out & delivery orders keep these checks separate from their shift review so we can account for them in our daily reconciliation. Then if there are any tips owed to the staff member, we make a tip envelope for them that they can pick up the next day.

The check itself stays under our 'Default Online Order' employee, and we can print a shift review for that 'employee' to verify and reconcile with.

We have noticed that since we changed our Google preference to direct customers to our branded online order page, the number of Toast Local & Toast Take Out App orders we receive has decreased significantly.

Re: Sorry, you cannot make updates to order from this online ordering providers

Rob — Tue, 25 Mar 2025 17:41:00 GMT

I have relayed this feedback to my team, and when I have more information, I will update this thread, I apologize for the frustrations around this issue!

Re: Sorry, you cannot make updates to order from this online ordering providers

tensiletesting — Tue, 01 Apr 2025 23:48:28 GMT

Hi, I’m having the same issue and it’s really frustrating because some online orders allow me to edit them and I’m not sure what the customers are doing differently that makes it uneditable.

Have you been able to find a workaround since your post? Thanks, highly appreciated.

Re: Sorry, you cannot make updates to order from this online ordering providers

Jamie-OandA — Wed, 02 Apr 2025 00:21:50 GMT

I am almost certain it is only orders placed on Local by Toast, the toast online app.

I have found no workaround other than refunding through the Find Checks function. No one seems to care much yet, however the change makes zero sense, I have no idea why it was changed.

Support is clueless on the concerns, sales rep seem not to care once you sign on with Toast, and @rob says he is working on it but nothing yet.

Re: Sorry, you cannot make updates to order from this online ordering providers

Kirsten_H — Wed, 02 Apr 2025 18:46:41 GMT

I just had a conversation with an escalations team member who advised me that we're not able to edit Toast Local orders because they are now lumped into the same functionality as other Marketplace Facilitator Tax entities. That is why we aren't able to make edits directly to the order...because it's a '3rd party' of sorts.

I do feel like she understood the concerns I expressed, and she's going to contact the product team, but I'm hesitant to believe anything will change.

We did add "Preferred by" to our branded online order in the Google Management settings and have had a significant drop in Toast Local orders while maintaining our expected volume.

Re: Sorry, you cannot make updates to order from this online ordering providers

cbowers75 — Wed, 02 Apr 2025 20:00:21 GMT

I'm not sure about that since I have disabled Local by Toast and we are still seeing some orders that we are not able to update. I also do not understand why they would have made this change, all it has done is make it more difficult for us to give good customer service to our customers.

Re: Sorry, you cannot make updates to order from this online ordering providers

rcmck — Wed, 02 Apr 2025 20:06:45 GMT

Did you disable toast local, and local by toast app (used to be called takeout)