Issues with Doordash & Uber Integrations

[rrobbins88]

We have recently launched 3rd party delivery integration and are having an issue with items that are marked 'out of stock', as well as items that have no active channel visibility are showing up and being ordered. Any one else having an issue with this? Any thoughts on how to circumvent it? Having to call doordash and uber during rushes because items that aren't available have been ordered is already getting old.

[au79teahouse]

Are you having issue with both Doordash and Ubereats? 

For the "out-of-stock" issue, can you elaborate on more the issue you are facing? Such as item is still shown as available on 3PD when it's marked out on your POS. 

As for the issue which items that do not have visibility to 3PD, It primarily has to do with your menu setup. Double check 3PDs are pulling the correct menus if you have created dedicated 3PD menus. Also double check on the visibility on the item level again.

You can call Doordash and ubereats to do a re-sync on your menus. However, I don't think re-sync would resolve your issues if you are having issues with both of the platforms. 

[rrobbins88]

Seems to be happening more frequently with Doordash so far.

Items marked out of stock on our POS are still showing as available on 3PD. For example, one of our monthly burger specials that we haven't offered since March was ordered yesterday. Cupcakes that we do not have available are frequently ordered. Right now, upon review of our DoorDash menu it is offering a Pineapple Upside Down Cake that is currently marked out of stock in our POS. 

We do not have a separate menu for 3PD, it is one menu across the board for in-house POS, Toast online ordering and 3PD, so all menu items are kept very up to date as far as availability.

[au79teahouse]

It sounds like sync issue. Given that you just recently start using toast 3PD integration, definitely give Doordash a call to re-sync your menu. How long has it been since you started to the 3pd integration? 

[Sdaniel]

Hi!

We haven’t experienced this exact issue, but in the past, we did notice that when we updated item descriptions in Toast, the changes didn’t sync automatically with DoorDash. In that case, DoorDash Support was able to resolve it by performing a menu resync, so that might be worth trying. We don’t use Uber Eats, but have you checked the DoorDash Merchant Portal or the menu selected for DD in Toast? It's a good idea to compare both even though any edits should be completed on the Toast side.

We use a separate menu for our 3PO platform because of different pricing, but we use the same items across menus. When we mark an item as out of stock on the POS in our main menu, it automatically reflects on the 3PO menu as well. Luckily we have not run into issues with that yet. 

Also, it might be worth double checking that there’s only one DoorDash account associated with your location. We once had an issue where two accounts were created for a new location, which caused some problems.