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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
3 weeks ago - last edited yesterday
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
24 REPLIES 24
03-20-2025 09:08 PM
What's your app version? We are still on version 2.83. We can still edit toast online ordering orders.
03-20-2025 09:57 PM
Thanks, I’ll have to check. It is only Toast Locals app ordering , not online ordering, that is my mistake.
03-20-2025 10:23 PM
just tested an order placed through Toast Locals App. We are still able to edit the order. I'm guessing it's app version issue.
03-21-2025 06:50 AM
Thanks for checking, we are also on App version 2.83.
We have been an early rollout for a few features that have caused customer issues, including the Toast Online Ordering Charge, which thankfully they rolled back. Hopefully, this gets rolled back, as I see no benefit to restricting modifications to Toast Locals orders. However, I am afraid it won't until more locations get this update and have to deal with it.
In the meantime, I am still searching for a work around - or if this isn't an update issue - then a solution.
