lies lies lies

[lkay4565]

I have been contacting toast for week about a MAJOR disconnect with ubereats integration.  Ubereats orders not being accepted by TOAST POS,  So today, I found out that a ticket to escalate the issue has not been created. For four weeks, this issue has been ignored.  What the heck is going on with toast? I an document hundreds of dollars of ubereats sales that have been not accepted by toast and many many more potential sales lost from ubereats because that system will pause orders when there are toast cancellation.  a double whammy!!!!

i am paying an uber intergration fee and a monthly toast subscription fee and my calls for assistance are ignored????  more than ignored, I have been lied to by many toast support people.  what kind of company is this?

[Rob]

Hey there, this issue has been escalated. Please reach out if you have other questions!

[lkay4565]

yes, Rob. finally escalated after nearly a month. resolved with the help of uber ubereats manager....instructed Toast support how to fix. Toast kept directing me to ubereats as source of issue which is wasn.t  escalation process in toast is broken for those mom and pop customers. I get it.

[HearthpizzeriaB]

Could you let us know what the solution ended up being so if anyone else encounters this in the future that it may help the rest of us? Personally, I have never had issues with 3rd party integration, but if something pops up in the future would love to know what fixed it for you.

[lkay4565]

Sure and just to recap the history, initially, I would be notified by Uber that orders from ubereats being cancelled because of different error codes sourced from Toast.  Then, because of cancelled orders, Ubereats would pause the system where no order would be sent into Toast, I wasn't always on top of this so I lost many hours of ubereats sales. Error message as recorded on Ubereasts side of the transaction were varied:  items are OOS (which wasn't true) or cancelled because TOAST times out, and other reasons.

Then, last week things spiraled and absolutely NO uberorders could get through, on the ubereast restaurant page for my restaurant, the error message was something like " ubereats can't process orders because ALLitems in this restaurant are out of stock".

I am not sure what/if anything was going on behind the Toast scene and if there were more things going wrong with Toast , but the fix was to delete all menus in toast then add them back. My contact in Ubereats directed Toast to try this fix and it worked.  It seems to be working since then, thank goodness in time for the weekend, The issues were occurring during the month of February so that is a long time for things to be unresolved.