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.

[Jamie-OandA]

Sure, but after the Toast Online Order Surcharge fiasco we pushed everyone to the Toast App to avoid that money grab of a fee. The app also does a better job at saving repeat orders and makes it easier for ordering on the go. We would sort of look stupid if all the sudden we pushed everyone away from it, again - more customer friction. 

[cbowers75]

I did disable Toast Local but still having the issue

[cbowers75]

Our new rep actually just came in last week to introduce himself so I will def reach out to him. This is such an annoying update, hopefully they change it back quickly

[Kirsten_H]

Our 'Work Around' is nothing technical at all, we still can't assign the check to a person, and to preface, we are old school in that we do have our staff print closed checks to go with their shift review printout.  We have our staff that handle take out & delivery orders keep these checks separate from their shift review so we can account for them in our daily reconciliation.  Then if there are any tips owed to the staff member, we make a tip envelope for them that they can pick up the next day.

The check itself stays under our 'Default Online Order' employee, and we can print a shift review for that 'employee' to verify and reconcile with.

We have noticed that since we changed our Google preference to direct customers to our branded online order page, the number of Toast Local & Toast Take Out App orders we receive has decreased significantly.

[Rob]

I have relayed this feedback to my team, and when I have more information, I will update this thread, I apologize for the frustrations around this issue!