Sorry, you cannot make updates to order from this online ordering providers

[Jamie-OandA]

About 10 days ago Toast changed the way online orders through Toast are handled so restaurants can no longer update orders placed via Toast Platforms, online ordering and Toast Locals, similar to DoorDash and  3rd party orders. 

So if a customer places an order, and we make a mistake, we are unable to update the order to comp an item and adjust payment. My only option is to void the payment on the check. This is unacceptable. 

After 42 minutes on the phone with Toast, Fabian notified me that there are currently no workarounds and many people have called upset.  That is preposterous. 

Removing the ability to quickly handle a customer complaint or issue is completely unacceptable. 

Anyone have any workarounds they were able to figure out? This creates so much additional unnecessary friction in dealing with customer complaints.

[au79teahouse]

What's your app version? We are still on version 2.83. We can still edit toast online ordering orders.

[Jamie-OandA]

Thanks, I’ll have to check. It is only Toast Locals app ordering , not online ordering, that is my mistake. 

[au79teahouse]

just tested an order placed through Toast Locals App. We are still able to edit the order. I'm guessing it's app version issue.

[Jamie-OandA]

Thanks for checking, we are also on App version 2.83.  

We have been an early rollout for a few features that have caused customer issues, including the Toast Online Ordering Charge, which thankfully they rolled back. Hopefully, this gets rolled back, as I see no benefit to restricting modifications to Toast Locals orders. However, I am afraid it won't until more locations get this update and have to deal with it. 

In the meantime, I am still searching for a work around - or if this isn't an update issue - then a solution.