Customers ordering online, both through Toast Online Ordering and Toast Local, are receiving an error message after payment, so they re-order their order. The restaurant then receives BOTH orders, the customer is charged BOTH times, and it is a complete hassle for our employees. When we don't catch it in time, we are forced to waste food, which is both detrimental to our business and the environment. I have spoken to multiple Toast support agents for the better part of a day, and the only thing I've been told to do is change our auto-fire device to their recommended one, even though all of my devices are the exact same model and are all connected to Ethernet. (I'm not sure what makes one "recommended.") They have also suggested that I "re-sync" my online ordering module, but they informed me that I cannot do this myself and must call to request it.
I think this is a systemic toast issue since it's happening at multiple restaurants in my group. I have asked customers what device, payment method, and browser they are using and have found no consistency between the answers, leading me to believe it is not due to device/payment/browser.
