‎03-20-2025 08:16 PM
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.
Solved! Go to Solution.
Labels:
- Labels:
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Online Ordering
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Toast Takeout
1 ACCEPTED SOLUTION
‎04-02-2025 04:35 PM - edited ‎04-23-2025 01:43 PM
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
- 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
27 REPLIES 27
‎04-07-2025 11:32 AM
The Solution button is only for community users to get to the most helpful answers, but we definitely don't consider this issue solved. The product team is still working on a better way to resolve this. It's more of a way to let others know this is the best answer we have so far. But I agree with you. I will see if we can get some different buttons for the Community to better relay the correct status on these questions!
Also, as far as I understand, if you disable these channels, your guests will not see you on the Toast Local channels anymore.
Robert Anderson, Community Manager
Toast
‎04-02-2025 03:00 PM
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.
‎04-02-2025 03:06 PM
Did you disable toast local, and local by toast app (used to be called takeout)
‎04-02-2025 03:13 PM
Check the source of the order to see where the orders coming from. It might be Toast Take Out app, too.
‎04-02-2025 03:36 PM
I actually removed everything except our website from the Google search options and are still having issues with some orders.
