Toast Delivery Services - Reconciliation

[KatieBB]

Is anyone having trouble reconciling the Toast Delivery Services fees? The figures aren't matching up in our accounting system (R365) and it seems like Toast is taking out too much. Not even Toast's own reports match (comparing the Toast Delivery Services reports that were emailed to us and the Credit Card Processing report). 

Just wondering if anyone else is having issues or if anyone has any suggestions on what reports to use. I have looked at several of the Toast reports and cannot get it to match up. 

[as]

We're looking into Toast Delivery Service as they announced it will be automatically turned on. I wanted to get feedback from others so I'm looking here and found your post. Have you resolved your reconciliation issues?
We also use R365 and want to be prepared of what's coming.
Thank you

[KatieBB]

Well, not really. We are reconciling but we are trusting Toast to take out the correct amount. They've recently changed over to Uber Eats and reduced the delivery fees a little. R365 and Toast kind of work together but it needs a lot of monitoring, as well as journal entries to correct delivery fees. As long as you have a good accountant, you should be alright! 

Also, wanted to say that R365 is a good choice but it is very complex and I highly recommend a very thorough training of your people who work in the system. If you have any questions, I'm happy to help as much as I can!

[as]

I agree. R365 needs a lot of monitoring. Are you happy with how TDS works right now? Have you had any issues with the deliveries whether those are driver issues or item missing? 
I don't want this to be another thing for our team at the location to manage (contacting drivers/ customers) and for the back office to manage without a net positive.

[KatieBB]

To be honest, it hasn't been bad actually. Dealing with Toast customer service is not always the easiest but it seems like the times that I have had issues, it was fairly easily resolved through Toast. For example, we had a customer have a missing item from their order last week and they reached out to Toast. Toast sent us an email and provided the check number, along with the customer info (name, phone number and email). In this particular case, we just went ahead and did the refund ourselves because it was a simple request (missing item) but Toast offered to take care of it for us. 

It's always a learning curve adding the delivery element and there may be that one off order that is difficult but I do believe it is an overall good source of revenue with only a little headache. Like I said, just make sure to make you accounting team aware of the delivery fees (and reports that come in monthly) and how it communicates to Toast because it doesn't always land in the correct GL/location/etc. It all depends on your system and setup.