Increase in customer complaints about on-line orders crashing out

[MickH]

Has anyone else seen an increase in customer complaints about on-line orders crashing out and not completing?  We have seen a growing number of calls that after the credit card gets authorized the order fails to compete, leaving the customer with a hold for the auth amount on their account and the order not being sent to the restaurant.  They follow this up with a call looking for a refund that we are not able to give as we never received payment,  and we can not give them their order because we did not get it and they do not want to pay to put the order through again because according to their online banking they already paid.  

Without  a specific problem, it seems of no use to call customer service as the people there will not really be able to do anything so I am not sure if/how to address this. I am mainly wondering if it is an us problem or if other people have been receiving similar complaints. 

[Kirsten_H]

What are you using for your auto-fire device?  Does it have a solid network connection?  Is is used for other tasks, or is there something going on with it that it may be unavailable to accept the orders when they are coming through?  

I haven't had this specific issue with Toast, but had occasional issues with our previous POS when there were internet connectivity issues.

[HearthpizzeriaB]

I have had similar happen with customers ordering online. They come in after multiple attempts to place an order online that never went through, yet they can show me charges on their card. All I can do is tell them that those charges should clear, as I have no order or payment info on my end, so I am not getting their money. I tell them that if those charges do not clear within a few business days to give me a call, and I can reach out to Toast on their behalf. I have never had them actually end up being charged as it always ends up clearing on their end.

[HKSMICHELLE]

We have a same problem issue of online ordering problem

[pizzashop]

This has been happening to us too. We’ve had customers call in about orders that didn’t quite go through, but the pending charge shows up. We have no record of it whatsoever at the store or online. 

it seems to happen in batches. We had 2 complaints a few weeks ago within the same hour, and then another 2 last week.  I’ve tried writing into support, but I have such little info to go off of. We don’t really get anything useful from the customer who calls in. 

I wish support was able to look at any failed transactions that never were even created fully on our online ordering site, but they don’t seem to be able to know how to do that.