Online Ordering - "Error Placing Order"

[Sdaniel]

Hi everyone!

About a week ago, a guest called one of our locations and mentioned they were getting an error message when placing a Toast Delivery service order. We were able to fix it by simply turning on/off online ordering and delivery. Today the same issue is happening at a different location. When placing a TDS order, there was an error message, but the person placing the order received a notification from their back hat a $4 charge went through. I took the same approach of turning on/off the online ordering and delivery, but still after multiple attempts, the same error popped up. 

Has anyone else experienced this, and if so, what steps did you take to fix the issue. I am currently chatting with an agent but its taking bit long to resolve. I know there is currently an apple pay disruption, however apple pay was only used in he first attempt to place the order, after that a cc number was entered. 

[au79teahouse]

Thank you!

[elijahpelton]

We've been having the same issue, except it seems like the customer is charged the full price and not just $4. 

My post from today is copied below, any advice you have would be amazing.

Customers ordering online, both through Toast Online Ordering and Toast Local, are receiving an error message after payment, so they re-order their order. The restaurant then receives BOTH orders, the customer is charged BOTH times, and it is a complete hassle for our employees. When we don't catch it in time, we are forced to waste food, which is both detrimental to our business and the environment. I have spoken to multiple Toast support agents for the better part of a day, and the only thing I've been told to do is change our auto-fire device to their recommended one, even though all of my devices are the exact same model and are all connected to Ethernet. (I'm not sure what makes one "recommended.") They have also suggested that I "re-sync" my online ordering module but told me that is not something I can do myself and have to call and ask for it.

I think this is a systemic toast issue since it's happening at multiple restaurants in my group. I have asked customers what device, payment method, and browser they are using and have found no consistency between the answers, leading me to believe it is not due to device/payment/browser.