Toast Community

Jamie-OandA · 2 weeks ago

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.

Rob · Wednesday

I spoke to the product team, and the following is what they had to say:

Orders coming in from Toast Online Ordering can still be updated. Orders coming in from Toast Local or Local by Toast app cannot be updated. If you are negatively impacted by this change please disable the Toast Local and Local by Toast app order channels. However, we are actively looking for ways to solve this problem.

I am also forwarding the restaurant information for everyone who has participated in this thread to this team in case they want feedback while we work to find a resolution.

Robert Anderson, Community Manager
Toast

View solution in original post

au79teahouse · 2 weeks ago

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

Jamie-OandA · 2 weeks ago

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

au79teahouse · 2 weeks ago

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 · 2 weeks ago

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.

Toast Community

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