Packaging Preference for Takeout & Delivery

[Sdaniel]

Hello everyone,

Is anyone currently using the Packaging Preference feature for Takeout & Delivery? We've been utilizing it for approximately two months now. Initially, everything was running smoothly; however, we've encountered the following issue:

1. The packaging preference does not print on the kitchen ticket. Our IT lead mentioned that this might be related to the customer's web browser. This issue consistently occurs when reviewing the online order history of affected customers.

2. While the packaging preference appears on the Order Hub, it does not display on the expo KDS or the kitchen ticket. We understand that this feature is intended for use with expo KDS and kitchen tickets. Upon reviewing the device setup, the location where this issue recently occurred had the correct expo setting configured.

Your insights or suggestions would be greatly appreciated. 

[au79teahouse]

Not sure if this is the reason that you don't packaging preference shown on the expo KDS and kitchen tickets.

[Sdaniel]

The manager of the location checked and the KDS screens were not set up as a prep station, they were expo KDS. A Toast agent also suggested I adjust this setting: 

I am hoping this will help solve this! I do wish the packaging preference article had more pertaining to the device settings of this feature. Setting up this feature in toast web was fairly easy following the rules but doesn't have anything further on troubleshooting when the feature is not working. 

[au79teahouse]

I just checked my settings and ran several test. The packing preference detail is showing correctly on both my expo KDS and kitchen tickets. Since we are not a MLM business, I cannot test and verify the setting for MLM. I assume you have ready read the article on Toast Central. I will still include segment of article for MLM setting for Packaging preference.

One more thing to be noted that currently Packaging preference will only apply to digital orders (online ordering and toast takeout app). Packaging preference detail will not shown for in-store orders.

[Sdaniel]

Thank you for running tests @au79teahouse!

Yes, the article was provided by our rep when I set up this feature for all locations. And yes, we were made aware that it only works for digital orders and not for third party (Door Dash is our third party). Hopefully the setting I adjusted today will help resolve the issue and the manager is going to let me know in the morning during business hours if the preference now appears after making the changes.