‎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.
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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
‎04-29-2025 11:33 AM
This started with us last week also. Unfortunately Toast support is no help, they only thing the can do is offer a feature request. Hopefully Toast addresses this issue immediately. We have online order to make our to-go business more efficient, this certainly is 4 steps backwards. I guess great customer service for my customers is not a priority for Toast.
‎05-15-2025 02:24 PM
Horrible change to the TOAST system and how it works. Some states TOAST now has to collect taxes and pay them to the state for you. JUST CLICK THE BUTTON UNDER SETTINGS TO NOT LIST YOUR RESTAURANT ON LOCAL BY TOAST. If you integrate with the GOOGLE setting then you will get more orders you cannot modify. Horrible Horrible. I have removed our restaurant from anyting TOAST related to Google and from TOAST Local. Loss of the ability to control your own business is not a good idea TOAST. Think about it.
‎05-15-2025 02:55 PM
Thank you for reaching out to the community! Could you please share the documentation where you found this update? So far, the information I have indicates that we do not pay them on your behalf. I'm happy to investigate this further!
Robert Anderson, Community Manager
Toast
