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.

[tensiletesting]

Hi, I’m having the same issue and it’s really frustrating because some online orders allow me to edit them and I’m not sure what the customers are doing differently that makes it uneditable. 

Have you been able to find a workaround since your post? Thanks, highly appreciated.

[Jamie-OandA]

I am almost certain it is only orders placed on Local by Toast, the toast online app. 

I have found no workaround other than refunding through the Find Checks function. No one seems to care much yet, however the change makes zero sense, I have no idea why it was changed. 

Support is clueless on the concerns, sales rep seem not to care once you sign on with Toast, and @rob says he is working on it but nothing yet.

[Kirsten_H]

I just had a conversation with an escalations team member who advised me that we're not able to edit Toast Local orders because they are now lumped into the same functionality as other Marketplace Facilitator Tax entities.   That is why we aren't able to make edits directly to the order...because it's a '3rd party' of sorts.  

I do feel like she understood the concerns I expressed, and she's going to  contact the product team, but I'm hesitant to believe anything will change.

We did add "Preferred by" to our branded online order in the Google Management settings and have had a significant drop in Toast Local orders while maintaining our expected volume.

[Rob · Accepted solution]

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.

[Jamie-OandA]

@rob

Thank you for the follow up. Toast needs a "No Solution Found", or "Here is a temporary workaround" indicator, this is not a solution. 

When you (Toast) spends year promoting the Locals Toast app, and we as a customer of Toast have countless interactions with guests and social posts encouraging the use the app (it avoided the Toast Online Ordering Fee, Saved Payment Info, Gift Card Wallet etc) we end of looking sort of ridiculous if we just remove it.

So, if we remove ourselves from the feature, our guests who order weekly will open their app, and not see us, or see us as not accepting orders? 

I do appreciate your digging on this, and if Toast history repeats itself after enough customers get loud the dev team will fix, but that takes months of completely unnecessary frustrations. Toast used to be run by restaurant people, we are so far from that today.