Toast Delivery Service

[AAnderson]

Toast Delivery Service and Third party delivery

The problem is twofold:

1.  The issue is when a third-party driver doesn't show up until several minutes or more to pick up an order.  Every time this has happened we have delivered the order ourselves (restaurant employees).  When a Doordasher does finally arrive they tell us they just received the order and don't show it as late.  After speaking to Door Dash customer service, it seems they are not getting the call in a timely manner from Toast.  

2. Toast doesn't have a convenient way for the restaurant to correct this issue.  There needs to be a way for the restaurant to move the order from Toast Delivery Service to a Take-out or self-delivery option.  This will ensure the restaurant doesn't get charged for the delivery fee from Toast and the restaurant will capture the tip included in the order.  If you don't wish to allow the restaurant partners to have this option for correcting it ourselves then a form of quick link on your Toast backend site would be useful to send in a request directly without the need of a call or waiting.  

The only way I seem to be able to resolve this issue when it happens now is to call Toast and wait a lengthy amount of time to try to get someone who will try to understand the issue and finally get it resolved.  From our side, it seems none of the operators want to take ownership of the problem and are willing to work to get it resolved.  

[CoveSurfandTurf]

The Cartwheel integration has been working great for our hybrid delivery system. It allows our drivers to claim orders before sending out to third party services. Complete transparency about when the order is accepted and by whom. You can even see the third party drivers on the dispatch map before they pick up the order until dropoff

[AAnderson]

I'm not sure what the "cartwheel" is.  I think you are deflecting the issue at hand.  Please review the two issues as this solves nothing.  

[nbunda]

Hey @AAnderson,

This issue has definitely come up in the past for folks here at Toast, and I think what you're looking for would be considered a feature request. Toast has mentioned on their Toast Central article for delivery drivers that you can't toggle between TDS and your own Drivers.

Toast Central Article: https://central.toasttab.com/s/article/How-do-I-set-up-my-take-out-and-delivery-options-149274582202...
Submit a Feature Request: https://community.toasttab.com/t5/test-kitchen/submit-your-feature-request-here/m-p/8077

@CoveSurfandTurf had a suggestion for an integration that helps solve this issue. Cartwheel would of course be a separate service that just integrates with Toast, and I can't speak on it myself as I do not use it, but it is a fine example of how Toast's integration API can help restaurants with specific needs like this accomplish what they are looking for.

[CoveSurfandTurf]

I’m not deflecting, I’m a restaurant operator commenting on ann immediate solution to a problem that I also faced. 
https://trycartwheel.com/