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.

[cbowers75]

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]

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

[Kirsten_H]

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

[cbowers75]

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