Separating tips for Online Pickup vs Delivery orders

[agliolio]

We switched to ShipDay from Toast Delivery Services last month for takeout and catering deliveries -- their guest rates are significantly lower, delivery radius larger, and they offer far superior customer service... we've been very happy with the service. Toast Support assisted with the integration, and ShipDay is an "integration partner" of Toast.

This week, we transitioned to Toast Tips Manager, and I've been closely reviewing each day's tips report. I was shocked to find that *delivery* fees and tips are paying out to my in-house team, despite the fact that they are setup to be closed to the Delivery user (we are billed and auto-debited for them by ShipDay)... which means I have been double-paying out delivery fees and tips at three locations for the entire time. 

See below reply from Toast Support - they are indicating it is NOT POSSIBLE to separate the users that pickup tips are assigned to, vs delivery tips/fees. This makes absolutely NO sense -- and I am hoping someone here can help? There is no conceivable reason someone would want their delivery fees and tips to enter the same pool as pickup orders -- delivery tips are usually paid to delivery drivers, right?

Also... Toast Support indicated this "works differently" with Toast Delivery Services. If this is true, it's ridiculous. Also, it should be communicated in the integration process. Very, very frustrating!!!! 

[Rob]

Thanks for reaching out with this feedback. I will relay it to my team. If any helpful information comes back, I'll be sure to let you know! Sorry for the confusion around these tips. If you have a case number, I would be happy to send it to another agent to verify this information as well.

[Louie1]

We also found out we were paying out employees for delivery tips. Go to sales summary and filter dining options. There you pick “delivery”. That will tell filter out  the tips that don’t belong to your team. But, we do a cash in for them to account for the money. Accounting department pays them once a month when they get billed.  Hope this helps. And you are right…makes no sense. 

[Rob]

I was able to get some feedback from my team about this; this is what they said:
This is a know issue, you can use regular pools instead of online ordering pools, but will need to transfer the delivery orders to a different employee/job to keep them from combining. Right now there is no way for Tips Manager to know/exclude delivery tips if the third-party provider is not TDS/GH/UE/DD, and we are working on finding a solution.