Changing Server on Same Day Pickup order

[Kirsten_H]

Yesterday we had a To-Go order that originated from the Toast Pickup App that we were unable to change the server from 'Default Online Order' to the staff member that completed the order.  This was a same-day order, so in most cases we're able to change the server name. We are familiar with not being able to change the server on pre-orders and have a work-around for that.  All of the correct permissions are in place, unless Toast has updated something since Sunday.  We had a similar order on Sunday and were able to change the server name then.

Is there a sub-set of same-day order circumstances in the Toast Pickup App for which the server name can't be changed?  I chatted with support but wasn't able to get an answer.  Anyone run into this issue? 

[Rob]

Thanks for the case number and context about this case! I will contact my team to see if we can escalate for more info!

[Kirsten_H]

Thanks, Rob.  I've got a call set up with escalations next week.  If I learn anything good I'll share here. 🙂

[cbowers75]

Thank you all so much for the help and working on this!

[Kirsten_H]

Rob, 

I had this same issue last night with a Toast Local order.  The message reads "Sorry, you cannot make updates for orders from this online ordering provider."

This morning I do see there is another thread that looks like it's related to my topic here, except that they are unable to even comp items off the ticket. 

https://community.toasttab.com/t5/guest-experience/sorry-you-cannot-make-updates-to-order-from-this-...

Thanks for your attention!

Kirsten

[cbowers75]

Rob, we are having the same issue and getting the same message when trying to change the online order to the actual employee in-store. Can you please let me know who to work around this?

Thank you