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

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Kirsten_H · 2 weeks ago

I think my post from the other day is related to this one, so I linked this thread in a response to @Rob Anderson. We haven't had to do any comps for Toast Local orders yet, but we've found that we cannot change the server to the employee who is handling the order in-house. We can work around that, and any tip that might be on the check, but if comps can't be applied from the POS, that adds another level of complication. Can you go into 'Find Checks' and refund that way?

We run app version 2.84, for what it's worth. 🙂

Jamie-OandA · 2 weeks ago

Thanks for the idea. I just tried to transfer the tab to myself, but the system won't let me. It doesn't provide an error, but it does not do anything. We tried different users with different permissions.

You can refund via the Find Check function, however it doesn't allow for modifications or comp codes, which help track the purpose of the refund. Its also an extra set of steps for our FOH, which is crazy.

Fortunately, this doesn't happen a lot but it should not be this hard to make an adjustment to a check. I was told by Fabian at Toast Support that he put in a request to roll me back to the prior behavior, but I lack confidence this will happen.

cbowers75 · 2 weeks ago

Kirsten, what is the work around you are doing to change the server to the employee who is handling the order in-house? We are having major issues with not being able to change the orders and Toast is telling us there is no workaround. Thanks!

Jamie-OandA · 2 weeks ago

I think Kirsten said that she could not change servers, we have found that we were not able to change servers either. We currently have no solutions.

Contact your sales rep if they still talk to you any else you can, Toast won’t change it until they have to. But I agree, super frustrating, creates an unnecessary friction with our guests.

rcmck · 2 weeks ago

If it is restricted to toast local orders, could you just disable toast local/takeout for the time being?

Toast Community

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