topic Re: Ordering to wrong location in Guest Experience

Ordering to wrong location

Bean-Rush-Cafe — Tue, 11 Jul 2023 14:32:53 GMT

We have 3 locations and customers are constantly ordering to the wrong location by pressing the wrong button. Is there a feature that states once you hit a location it then prompts you… “Are you sure you want to order to XYZ location? Yes or No?”

Re: Ordering to wrong location

MariaM — Tue, 11 Jul 2023 16:27:00 GMT

That would be a nice feature. We have that happen often/daily as well. 4 locations.

Re: Ordering to wrong location

Bean-Rush-Cafe — Tue, 11 Jul 2023 16:53:32 GMT

This is what comes up at other food establishments with multiple locations. It’s one step that would alleviate so many issues 🤷‍♂️.

Re: Ordering to wrong location

Rob — Tue, 11 Jul 2023 19:05:31 GMT

Thank you for providing your feedback! If anyone else feels the same way, please make sure to give this post a kudo!

Re: Ordering to wrong location

escoop — Tue, 11 Jul 2023 20:00:36 GMT

Yes, it's been a problem for years for us. We requested a feature update, but never got one. We do have our confirmation email re-state in BOLD letters that the guest's order will be ready at our CENTRAL AVENUE location or whatever. We stopped referring to the location by the area of town and switched to the street name. It's improved, but would still be way better if Toast would add a popup that we can populate with our own verbiage

Re: Ordering to wrong location

Rob — Wed, 12 Jul 2023 17:02:53 GMT

Hello! After contacting my team, they let me know we are currently designing a pop-up like this for future Online Ordering! Thanks again for reaching out about this!

Re: Ordering to wrong location

HeatherB603 — Fri, 15 Dec 2023 18:48:32 GMT

Hello! This is a feature we would be very interested in utilizing. Any updates on if/when that might be available?

Re: Ordering to wrong location

Tinku_S — Sun, 01 Mar 2026 14:52:12 GMT

@RobM Is the popup asking the guest to confirm the location they ordered from something Toast is still considering? We are having a lot of issues right now with guests placing orders at the wrong location and am trying to figure out what can be done to minimize the issue for guests and our team.

Re: Ordering to wrong location

escoop — Wed, 29 Apr 2026 08:00:00 GMT

Hi Rob, Is this pop-up feature available now...it's been almost 3 years and you had said they were designing one. I'd love to start using it as we STILL have people ordering from the wrong location and we end up just eating the loss when we have to throw food away from store 1 and remake the food at store 2. UGH!

Re: Ordering to wrong location

Tinku_S — Wed, 29 Apr 2026 10:12:17 GMT

@escoop I received an email from Toast this week asking me if I'd like to beta test the location-confirmation pop up they have developed. Will be doing that next week. Looks like this is coming soon!!!

Re: Ordering to wrong location

Tinku_S — Fri, 15 May 2026 19:44:01 GMT

I have been testing the popup and it works great. I have been told that this will now move into production and should be available soon to the broader community but do not have a timeline. @Rob Do you know when that will be rolling out to others?

Re: Ordering to wrong location

Sdaniel — Mon, 18 May 2026 23:58:25 GMT

We have experienced this issue as well. What we found is that when customers search for one of our locations on Google, the menu would default to a specific location. Unfortunately, many customers do not realize this when placing their order.

Re: Ordering to wrong location

rcmck — Tue, 19 May 2026 00:31:07 GMT

I have noticed that there is a little delay when submitting orders now that shows a little summary of your order and location after submitting and gives you a few seconds to back out if you made a mistake. I don't know if this is everywhere yet, seems like it could help cut down on the mistakes as well.

Re: Ordering to wrong location

Rachel8424 — Sun, 09 Aug 2026 00:45:31 GMT

Is this still only in beta testing mode? Would love to utilize this feature and just want to make sure I'm not missing the setting somewhere!

Re: Ordering to wrong location

escoop — Sun, 09 Aug 2026 05:00:18 GMT

Hey Tinku_S...how did the beta go?

Re: Ordering to wrong location

Tinku_S — Sun, 09 Aug 2026 12:31:46 GMT

Beta went great. It has been live on our account since then. I reached out to the Toast contact that I was working with to see when it will be available for public release. Last communication I had was mid May when they said they were moving this to production but I didn't get a specific timeline.

Re: Ordering to wrong location

Tinku_S — Sun, 09 Aug 2026 12:33:14 GMT

I reached back out this morning to the Toast contact that I was working with to see when the location confirmation popup will be available for public release. In mid May, hey said they were moving this to production but there was no associated eta.

Re: Ordering to wrong location

Sdaniel — Mon, 10 Aug 2026 12:43:36 GMT

Hi! This past week, I noticed a change in the checkout flow where you’re now given time to review the details before the order is submitted. I was out of the office for a bit, so I’m not sure exactly when this change was made. This is the update I noticed, but I’m not sure if it’s the same one you were working on with Toast.

Re: Ordering to wrong location

Tinku_S — Mon, 10 Aug 2026 12:51:35 GMT

I saw that too but that's not the change Toast is working on. That's to confirm the location at the start of the ordering process via a location confirmation popup. This one is at the end of the ordering process and gives guests a final chance to review the order prior to it getting placed, which I think is a decent failsafe, and I haven't seen any issues with it.

Re: Ordering to wrong location

Sdaniel — Mon, 10 Aug 2026 12:58:17 GMT

That is good to know that they are actually working on a pop up, as we have also had issues with orders being placed at the wrong location in the past. We have seen a decline in these, though, which is great to see. I do think this updated final review is a good change, as it gives the customer one last opportunity to make sure the location and order details are accurate before submitting.

Hopefully the pop up is released to all customers soon! 🙂