Orders Hub: Status Breakdown

Important Notes on Orders Hub
Orders Hub Status: Needs Approval
Orders Hub Status: Scheduled
Orders Hub Status: Active
Orders Hub Status: Order Ready
Orders Hub Status: Completed
Additional Resources

Orders Hub Status: Approval Needed

The Needs Approval tab displays orders that need to be manually approved before they can be fulfilled. If you have enabled manual approval mode for online orders, then orders submitted through your Toast online ordering website or through the Local by Toast app will be listed in the Needs Approval tab. Orders submitted through third-party integrations are automatically approved and will not show up in the Needs Approval tab. Orders in the Needs Approval tab are purged at the end of the business day.

You are notified of orders that are awaiting approval by:
- An auditory noise.
- A blue notification dot appears on the Needs Approval tab. The number of orders that are waiting for approval is displayed.
- A notification bell icon appears to the left of the screen.
Each order entry in the Needs Approval tab displays the following information:
- Check number
- Guest's name, if available
- Guest's phone number, if available
- Date and time when the guest placed the order
- Dining option. For example, Delivery or Pickup
- Dining behavior. For example, Delivery is displayed for off-premise orders. Similarly, Delivery by DoorDash is displayed if the guest placed their order on DoorDash
- Order due time. The time when the order should be ready for delivery or pickup. If the order is due on another date, which is not the current date, the date appears next to the due time
Selecting a needs approval order entry displays detailed order information. The following information is available:
- Check number
- Guest's name, if available
- Tab name, if available
  - Tab name settings can be configured in Toast Web.
- Guest's phone number, if available
- Guest's delivery address, if available
- Guest's email address, if available
- Fulfillment type. This includes any special delivery instructions. For more information on delivery instructions, see Customizing Delivery and Pickup Instructions
- Menu item(s) in the order
- Order subtotal, tax, and total amounts
- Service Charge (Svc), if applicable

Note: Content in the tab name field may vary depending on the ordering method (for example, via POS or a third-party platform). Content may include third-party platform order numbers and customer names.

In the detailed order information view, the following actions are available:
- Print: Print order information to a printer that’s configured to work with the POS device. The Print button is not available for orders placed on third-party online ordering integrations.
- Update: Select the Update button to open the Quick Order screen to edit and update the order.
- Approve: Approve the order and move it into the Scheduled tab.
- Pay $: This opens the payment screen. The Pay $ button is only active when the guest has not paid for their order yet. An unpaid order can appear in the Needs Approval tab if a restaurant has set the option to accept cash payments for online orders and has enabled manual approval mode for orders. When the guest comes to pick up their order, they can pay in cash when they arrive at the restaurant.

Orders Hub Status: Scheduled

The Scheduled tab displays orders that are scheduled to be fulfilled at a future date and time. An order whose requested fulfillment time is later than the current order quote time is considered a future order and is displayed under the Scheduled tab. Orders in the Scheduled tab are not purged until they are fired or cancelled.

Guests do not have the digital workflow to cancel an order placed through Toast Online Ordering on their own. They must call the restaurant to request an order cancellation.

A scheduled order moves to the Active tab only if both of the following conditions are satisfied:
- A Toast POS device is configured to auto-fire.
- The prep time clock begins.
Each order entry in the Scheduled tab displays the following information:
- Check number
- Guest’s name, if available
- Guest’s phone number, if available
- Date and time when the guest placed the order
- Dining option. For example, Delivery or Pickup
- Delivery status or payment status.
- Dining behavior. For example, Delivery is displayed for off-premise orders. Similarly, Delivery by DoorDash is displayed if the guest placed their order on DoorDash
- Order due time. The time when the order should be ready for delivery or pickup. If the order is due on another date that is not the current date, the date appears next to the due time.
Selecting a scheduled order entry displays detailed order information. The following information is available:
- Check number
- Guest's name, if available
- Tab name, if available.
  - Tab name settings can be configured in Toast Web.
- Guest's phone number, if available
- Guest's delivery address, if available
- Guest's email address, if available
- Fulfillment type. This includes any special delivery instructions. For more information on delivery instructions, see Customizing Delivery and Pickup Instructions
- Toast Delivery Services (TDS) reference, if applicable
- Menu item(s) in the order
- Order subtotal, tax, and total amounts
- Service Charge (Svc), if applicable
In the detailed order information view, certain actions are available. Available actions may vary depending on the fulfillment type:
- Print: Print order information to a printer that’s configured to work with the POS device.
- Update: Update or edit an order on the Quick Order screen.
  - Any updates made to the order are sent to the kitchen. The order will appear in the Scheduled tab until it is ready for fulfillment. The Update option is available for orders placed through third-party online ordering integrations, however, Toast support recommends that you avoid using the Update button to update or void a third-party order. Updates or modifications to an order must be made through the ordering partner. You can only update orders placed on your restaurant’s Toast online ordering website or the Local by Toast app.
- Fire Now: Fire an approved order to the kitchen immediately instead of firing it closer to the fulfillment time. The Fire Now button is only available if auto-firing is configured on the device. For more information about auto-firing orders, see Setting up Order Auto-Firing.
- Pay $: The Pay $ button is only active if the guest has not paid for their order yet.

Orders Hub Status: Active

When you open Orders Hub, the Active tab is the default view. The Active tab displays orders that are currently being prepared. To mark an active order as order ready, select the Order Ready button. Orders in the Active tab are purged at the end of the business day. Orders made through Toast Online Ordering and the Local by Toast app can be alerted with Order Ready messaging!

Note: At the time of publication, Order-ready SMS messaging is not available for orders created in-store via POS or first-party delivery orders.
If order-ready messaging is enabled, selecting the Order Ready button triggers the orders hub to send a text message to the guest notifying them that their order is ready for pickup. Order-ready messaging can be configured in the Toast administration back-end.

Note: Orders Hub cannot currently send text messages to the following area codes:
684, 268, 246, 441, 345, 767, 809, 473, 671, 876, 664, 670, 787, 869, 758, 784, 868, and 649

Each order entry in the Active tab displays the following information:
- Check number
- Guest's name, if available
- Guest's phone number, if available
- Date and time when the guest placed the order
- Dining option. For example, Delivery or Pickup
- Delivery status or payment status. For a full list of delivery statuses available for orders fulfilled by Toast Delivery Services (TDS), see the Delivery by Toast Delivery Services Status Reference article
- Dining behavior. For example, Delivery is displayed for off-premise orders. Similarly, Delivery by DoorDash is displayed if the guest placed their order on DoorDash
- Order due time. The time when the order should be ready for delivery or pickup. If the order is due on another date that is not the current date, the date appears next to the due time.
Selecting an active order entry displays detailed order information. The following information is available:
- Check number
- Guest's name, if available
- Tab name, if available.
  - Tab name settings can be configured in the Toast Web.
- Guest's phone number, if available
- Guest's delivery address, if available
- Guest's email address, if available
- This includes any special delivery instructions. For more information on delivery instructions, see Customizing Delivery and Pickup Instructions
- Toast Delivery Services (TDS) reference, if applicable
- Name of delivery driver, if available
- Phone number of the delivery driver, if available
- Menu item(s) in the order
- Order subtotal, tax, and total amounts
- Service Charge (Svc), if applicable
In the detailed order information view, actions are available. Available actions may vary depending on the fulfillment type:
- Print: Print order information to a printer that’s configured to work with the Toast POS device.
- Update: Update or edit an order on the Quick Order screen.
  - The Update option is available for orders placed through third-party online ordering integrations, however, we do not recommend using the Update button to update or void an order. Updates or modifications to an order must be made through the ordering partner. You can only update orders placed on your restaurant’s Toast online ordering website or the Local by Toast app.
- Pay $: This opens the payment screen. The button is only active when the guest has not paid for their order yet.
- Order Ready: This signals that the order is ready for pickup and moves the order to the Order Ready tab. If the order was placed using a third-party ordering partner and you are using a kitchen display screen, the ordering partner will be notified that the order is ready for pickup if you have the Mark KDS-fulfilled orders as Order Ready setting toggled on. For more information, see Manage Order Ready Texts From the Orders Hub. If order messaging is enabled, a text message is sent to the number associated with the order.
  Note: Notifying the third-party ordering partner with a KDS will only work if the SMS when order is ready setting is turned off to avoid sending duplicate messages to your guests.
- Redispatch: This requests a new driver to deliver this order. The button is active as long as the order has not already been dispatched. The button can only be pressed once.

Orders Hub Status: Order Ready

The Order Ready tab displays orders that have been fulfilled and are ready for pickup. To complete an order, select the Complete button to move it to the Completed tab. Orders moved to the Order Ready tab during the business day are purged at the end of the business day.

When orders are moved from Active to Order Ready, they can send an Order Ready text! Learn more about this feature here: Manage Order Ready Texts From the Orders Hub.

Each order entry in the Order Ready tab displays the following information:
- Check number
- Guest's name, if available
- Guest's phone number, if available
- Date and time when the guest placed the order
- Dining option. For example, Delivery or Pickup
- Delivery status or payment status. For a full list of delivery statuses available for orders fulfilled by Toast Delivery Services (TDS), see the Delivery by Toast Delivery Services Status Reference article
- Dining behavior. For example, Delivery is displayed for off-premise orders. Similarly, Delivery by DoorDash is displayed if the guest placed their order on DoorDash
- Order due time. The time when the order should be ready for delivery or pickup. If the order is due on another date that is not the current date, the date appears next to the due time.
Selecting an order-ready order entry displays detailed order information. The following information is available:
- Check Number
- Guest's name, if available
- Tab name, if available. Tab name settings can be configured in the Toast administration back-end
- Guest's phone number, if available
- Guest's delivery address, if available
- Guest's email address, if available
- Fulfillment Type - this includes any special delivery instructions
- Toast Delivery Services (TDS) reference, if applicable
- Name of delivery driver, if applicable
- Menu item(s) in the order
- Order subtotal, tax, and total amounts
- Service Charge (Svc) if applicable
In the detailed order information view, actions are available. Available actions may vary depending on the fulfillment type:
- Print: Print order information to a printer that’s configured to work with the Toast POS device.
- Update: Update or edit an order on the Quick Order screen.
  - The Update option is available for orders placed through third-party online ordering integrations, however, Toast support recommends that you avoid using the Update button to update or void a third-party order. Updates or modifications to an order must be made through the ordering partner. You can only update orders placed on your restaurant’s Toast online ordering website or the Local by Toast app.
- Pay $: This opens the payment screen. The button is only active when the guest has not paid for their order yet.
- Redispatch: This requests a new driver to deliver this order. The button is active as long as the order has not already been re-dispatched. The button can only be pressed once.
- Complete: This moves the order to the Completed tab. The button is only active when the guest has paid for their order. If the guest hasn’t paid for their order yet, the button is inactive.

Orders Hub Status: Completed

The Completed tab displays orders that have been completed. When an order is marked as completed, guests can pick up their takeout order, or drivers can collect orders for delivery. Orders in the Completed tab during the business day are purged at the end of the business day.