Promo Code - Toast Delivery

[Sdaniel]

Hi everyone,

We have promo codes available for our office workers to place delivery orders through our website, to be delivered to the office. The promo code covers the full cost of the meal, but the driver tip is driver is paid using a credit card. We've been using these promo codes since we integrated Toast Delivery (Door Dash Drive), and it has been working just fine until this past Friday. Our office staff started encountering an error message when trying to place an order. The message states that the tip cannot exceed $0. 

I've been in contact with customer support all day, and despite being escalated to "experts," no clear solution has been provided. The last agent informed me that this is due to a recent change made by DoorDash. This is what the agent said: "On the meantime I just confirmed with our engineers team which is basically our software investigators DD does not allow tips over 100% of the subtotal"

This is new information to us, but am wondering if anyone has experienced this error message?

[Rob]

You shouldn't need to open a new case. What was the case number for this issue? I will look into getting it reopened or see if a new one needs to be created. I apologize for any confusion around this. Thank you for providing the update with the DD agent!

[Sdaniel]

Hi Rob!

Thank you, someone from the escalation team reached out! 🙂 

But as it turns out, Door Dash did make a policy change that blocks tips from exceeding the order value, hence the error message. This policy was changed a couple of years ago, however it didn't affect us until now. Our Door Dash rep was able to request an override on that feature so that we don't encounter the error message going forward. 

[Rob]

Great! I'm happy to hear it was escalated and that this has been resolved. Thanks so much for your patience while we all figured out the resolution, and feel free to reach out if you have any other questions!