Toast Community

Jamie-OandA · ‎03-20-2025

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 · ‎04-02-2025

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.

-EDIT-
My team also reached out with this update:
While we are still working on prioritizing order updates that don't require re-pricing, the following is a recommended workaround.

If removing or changing items on order, or changing server:
- Void full order and recreate order on POS
If adding items to order:
- Open new order on POS to add an item
- Guest can start a new local by toast/toast local order to add item(s)

Robert Anderson, Community Manager
Toast

View solution in original post

Rob · 3 weeks ago

Thanks for reaching out to the community! The attached accepted solution is still the best available workaround at this time. We really appreciate you sharing your feedback, I'll forward this to the team!

Robert Anderson, Community Manager
Toast

cbowers75 · ‎04-02-2025

I'm not sure about that since I have disabled Local by Toast and we are still seeing some orders that we are not able to update. I also do not understand why they would have made this change, all it has done is make it more difficult for us to give good customer service to our customers.

rcmck · ‎04-02-2025

Did you disable toast local, and local by toast app (used to be called takeout)

Kirsten_H · ‎04-02-2025

Check the source of the order to see where the orders coming from. It might be Toast Take Out app, too.

cbowers75 · ‎04-02-2025

I actually removed everything except our website from the Google search options and are still having issues with some orders.

Toast Community

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