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.
