‎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.
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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
30 REPLIES 30
‎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
‎06-26-2025 03:36 PM
So to be clear. A guest ordered 2 items via the Toast Locals app last night. One of the items sold out before we were able to complete the order (yes we should have had the count correct, but we are a restaurant and things don't always go exactly as planned).
The solution Toast has for this is.
Void the payment, void the order, recreate the order.
This creates a second ticket in the kitchen and the potential to make an item twice. Its time consuming as my team needs to reenter an order in the store we pay Toast a monthly fee to be able to do online, and it makes us look even more incompetent, customer is probably already having an issue which resulted in this in the first place. That is so much work to remove an item and I can not believe we have not moved to fix this yet.
Old way - open the check, remove the item, add points or a discount for any troubles).
Is there a reason for this change we are missing, is anyone benefiting from not being able to edit orders that we are generating (ie not DoorDash or 3rd Party)?
‎06-26-2025 03:48 PM
Can you create a new order and transfer the original payment to the new order just created?
‎06-26-2025 07:52 PM
I don't think you can transfer a payment? Though I am not sure - it is still creating a new order for the kitchen, which i want to avoid.
‎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.
