Local by Toast FAQ

In this Article:

• Is Local by Toast the same thing as Toast Takeout?
• Is the Local by Toast mobile app available on Android?
• Setup FAQ
  • How do I enable or disable Local by Toast now that I have Online Ordering? 
  • How will Local by Toast impact my POS workflow?
  • What do we have to pay Toast to be listed on Local by Toast?
  • Is the rate going to increase on us in the future?
  • Where did you get the current image of my restaurant for the Takeout app?
  • What restaurants show on the Local by Toast app? 
  • How do I update my restaurant name on Local by Toast? 
  • How is the order in which restaurants are listed on Local by Toast determined?
  • Does a guest use their same login information on online ordering and Local by Toast?
  • Is Local by Toast available in Canada, Ireland, and the U.K.?
• Orders FAQ
  • How do I know if orders have been placed on the POS?
  • How do I handle an increased order volume if I join Local by Toast?
  • What happens if I didn't see the order and approve it on the POS?
  • The app lists a current wait time for a food order. Can I change that?
  • Why do two identical receipts print out?
  • Do I have to ask diners to sign a receipt or show an ID on their way out?
  • An order has already been placed, but the diner called in to adjust the order items - what do I do?
  • What happens when the diner changes the fulfillment method (pickup or delivery) or scheduled time before placing an order?
  • Can guests place curbside pickup orders?
• Payments FAQ
  • Do promotions work on Local by Toast?
  • How does the refund for Toast-funded rewards work?
  • If an order needs to be refunded, how does that get handled?
  • What types of payments can I accept using Local by Toast?
  • Can I change the tip percentages or require a default tip selection on the Local by Toast app?
  • What is “Toast-Takeout-Reward” in my payment options?
  • Who receives the tip on a Toast-Takeout-Reward payment?
• Delivery FAQ
  • Does Local by Toast offer delivery features?
  • Can a guest specify instructions on where or how to pick up their food from a delivery driver?
  • Does Toast Delivery Services work for orders placed through the Local by Toast app?
• Availability FAQ
  • A guest placed an order during hours when we were closed - what do I do?
  • Can I have a different schedule for online ordering and Local by Toast?
  • Can I turn off online ordering on Local by Toast if we're busy?
• Menu FAQ
  • Can I have different menus for online ordering and the Local by Toast app?
  • How does the Popular Items feature work? 
  • How does the Offers feature work? 
  • Is my menu searchable for guests?
• Reporting FAQ
  • After I approve the Local by Toast order, where do I go to find the check?
  • How do I see reporting on takeout orders?
• Loyalty/Other FAQ
  • Which restaurants are eligible for Toast Loyalty on Local by Toast?
  • How do restaurants disable loyalty on Local by Toast?
  • How will my guests know if they earned points with Toast Loyalty?
  • How do guests log in to their accounts when ordering through Local by Toast?
  • Can guests use birthday rewards on Local by Toast orders?
  • Does my Spotlight feature show on Local by Toast?
  • Is there a Toast Local FAQ for guests?

Is Local by Toast the same thing as Toast Takeout?

Is the Local by Toast mobile app available on Android?

Local by Toast Setup FAQ

How do I enable or disable Local by Toast now that I have Online Ordering? 

1. 1. Once subscribed to Online Ordering via the Digital Storefront Suite, log in to Toast Web and navigate to Takeout & delivery > Toast order sources > Local by Toast App (formerly Toast Takeout).
   2. Under List my restaurant on the Local by Toast app, select whether to list your restaurant on the app. 
   3. Save and publish your changes.
   4. In this area of Toast Web for Local by Toast, you can also set up or update the following:
      1. Restaurant List Image
         1. This is the image that will show within the Local by Toast app, and here are the recommended settings for that image: 
            1. 1. 1. High Res Image (Particularly something from their menu)
                  2. Minimum 350 pixels in either Square or Landscape Orientation
                  3. Pro Tip: Include a photo of a signature item or an array of popular items 
      2.  Restaurant List Display Name
         1. Recommend name of the location goes here, e.g., Bob's Burger - Nashville
      3. Restaurant Description
         1. Currently, it can be left blank
      4. Cuisine Type
         1. Select from the dropdown menu, the Cuisine Type for the location. Ex. Bob's Burger - Nashville is a Burger Joint Select Burgers.
         2. If one doesn’t exist or fit the location's style, please feel free to create one using Enter New Cuisine Type

Once all selections and/or edits have been made, save and publish your changes.

How will Local by Toast impact my POS workflow?

Don't worry, Local by Toast won't impact your POS workflows! Local by Toast shares the same back-of-house order workflow as Toast Online Ordering. Incoming orders will not pop up on your main terminal screen and disrupt your work when you are trying to submit an order or anything else. If you have the system configured to notify you of an online order, the notification will pop up in the top left-hand corner that you must open up. Otherwise, if orders are set to fire directly to kitchen printers, then the orders will print out automatically and require no extra lift from you or the device.
 

What do we have to pay Toast to be listed on Local by Toast?

The only card fees we charge you for Local by Toast are the same as our current online ordering rates. So, you're paying the agreed-upon credit card keyed-in transaction rate as the only fee associated with the Local by Toast feature. 
 

Is the rate for Local by Toast going to increase on us in the future?

We launched Local by Toast to help our customers reduce the fees that you pay to other aggregators in the digital ordering space. Our goal is to be an alternative to current service providers on the market that ask for higher fees and minimize your profits. Remember that it still costs us money to operate Local by Toast! We currently have no plans to charge any fees associated with Local by Toast.
 

Where did you get the current image of my restaurant for the Local by Toast app?

The current image for your restaurant on Local by Toast is a free stock photo placeholder. You can change the image used for the Local by Toast app by following the instructions in this article: Get Started With Local by Toast.

What restaurants show on the Local by Toast app? 

Any restaurant with the Digital Storefront suite that has Local by Toast enabled and is within 10 miles of the guest's address will be shown on the Local by Toast app. The guest will see any restaurant (open or closed) that is within 10 miles, but will see open locations that are closest first. Recently visited restaurants will show up in the Your Restaurants section of the homepage. 
 

How do I update my restaurant name on Local by Toast? 

You can change your restaurant name on Local by Toast in Toast Web. First, navigate to the Takeout & delivery > Toast order sources > Restaurant info.
 

How is the order in which restaurants are listed on Local by Toast determined?

Restaurants on the Local by Toast app are listed based on their distance from the guest, with the restaurants closest to the guest appearing first. The Your Restaurants section includes restaurants that guests recently visited. 
 

Does a guest use the same login information for online ordering and Local by Toast?

Yes! Your guests can use the same username and password when ordering from your online ordering website or on the Local by Toast app. 
 

Is Local by Toast available in Canada, Ireland, and the U.K.?

At this time, Local by Toast is not available in Canada, Ireland, and the U.K., but takeout orders can be placed by a server on the POS.

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Local by Toast Orders FAQ

How do I know if Local by Toast orders have been placed on the POS?

If a Local by Toast order comes through, it'll do either one of two things, depending on how you've configured your system. In Toast Web, you can configure online ordering notifications by navigating to Front of house > POS notifications > Notification setup.

• A receipt will automatically print from the printer. The order is paid for and ready to be made. 
• A notification will pop up at the top left corner of any tablet or terminal. You must select it to review and approve the order. It will then be directly fired to the kitchen printer. 

How do I handle an increased order volume if I join Local by Toast?

You can throttle Local by Toast orders or turn them on/off throughout the day from your devices as well as Toast Web. Please review this Support Center article for more information: Manage Online Order Volume (Delaying/Snoozing Orders).
 

What happens if I didn't see the Takeout order and approve it on the POS?

Sometimes when Local by Toast orders are not set to be printed out directly, they can be missed - especially during busy rush hours. If that's the case, then don't sweat it. Your guest is always notified via email or text five minutes after an order has been placed and there's been no action taken by your restaurant yet. In that communication, guests are encouraged to call your restaurant if there is a pressing time frame. You can reduce the risk of missing order notifications if you adjust your settings to print those tickets automatically.
 

The Local by Toast app lists a current wait time for a food order. Can I change that?

To change and manage your quote times for Local by Toast (and all online orders), navigate to the Takeout & delivery section in Toast. You can learn more about how to set up and configure quote times in this Support Center article on Manage Your Quote Time Strategy.
 

Why do two identical receipts print out for Local by Toast orders?

Local by Toast receipts print out in pairs so that one can be attached to the to-go bag and the other can be kept in-house for reference. You can customize these printing behaviors in Toast Web. For more information, see Customize Receipt Printing for Online Orders.
 

Do I have to ask guests to sign a receipt or show an ID on their way out when they use Local by Toast?

Guest signatures or ID verification on Local by Toast orders is completely dependent on your restaurant's preferences. Since the order is already paid for, technically, a signature is not required to make the credit card transaction valid. Most restaurants don't choose to check for identification, but if you feel the need to, it is your right to ask. Guests have been informed via terms of service and FAQ that they should always carry their ID with them to pick up their orders. Perhaps your restaurant would like to take additional protection measures by signing or verifying ID, but that is totally up to you!
 

A Local by Toast order has already been placed, but the guest called in to adjust the order items - what do I do?

Local by Toast guests are unable to modify their orders after they have been placed. Local by Toast orders can not be adjusted due to Marketplace Facilitator Laws. For more information, see Understand Marketplace Facilitator Laws.

What happens when the guest changes the fulfillment method (pickup or delivery) or scheduled time before placing a Local by Toast order? 

When a Local by Toast guest changes their order's scheduled time or fulfillment method, the cart will update to reflect the change. For example, lunch special items will be removed from the cart if the new scheduled time is not within the pre-set lunch period. 
 

Can guests place curbside pickup orders on Local by Toast?

Yes - if you've enabled it in Toast Web, your guests can use the curbside pickup feature on the Local by Toast app. When placing an order through Local by Toast, guests can request it be brought directly to their car. All a guest needs to do is select Bring my order to my car the enter the Make/Model and Vehicle color when placing an order. For more information, see Get Started With Curbside Pickup for Online Orders.
 

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Local by Toast Payments FAQ

Do promotions work on Local by Toast?

Discounts configured for Toast Online Ordering will also be valid on Local by Toast. Guests can redeem these discounts by entering a promo code on the checkout screen of the Local by Toast app.

Toast also occasionally funds promotions for orders placed through Local by Toast to drive user adoption of the product. Guests redeem Toast-funded promotions by entering a promo code at the checkout screen of the Local by Toast app. Note that these promo codes will work ONLY on Local by Toast and can only be redeemed once per guest account. No additional action is required by the restaurants for the code to be redeemed. Toast facilitates these promo codes with a payment option called Local by Toast Reward. The payment option will be visible in your Toast POS but never needs to be used in-store.
 

How does the refund for Toast-funded rewards work?

Toast refunds the redeemed promo codes on a monthly basis via ACH (direct deposit). For example, all Local by Toast Reward payments redeemed in September are refunded by Toast in October. These numbers can be viewed by you in three places:

1. Credit Card Statement (Other Account Activity > TakeOut Reimbursement - [MONTH])
2. Daily Credit Card Activity Report (Adjustment > TakeOut Reimbursement - [MONTH])
3. Sales Report (Local by Toast Reward)

All of these numbers should match up.

The guest will submit an order via your Toast Online Ordering page, the Local by Toast app, and/or when they are using the mobile payments feature - the promo will auto-apply itself to the order. Just so you know, Toast-wide promotions cannot be removed from the system. In addition, you must refrain from trying to add this code to the check; the code will be added to an online order, Local by Toast order, or mobile payment order when the guest checks out. If you try to add the code manually, the system will recognize it as an "Other Payment Option," and your restaurant will not be reimbursed.

If a Local by Toast order needs to be refunded, how does that get handled?

Any order placed through your restaurant via Toast Online Ordering or the Local by Toast app will be managed by you, including refunds, modifications, and cancellations. If you offer delivery through Toast Delivery Services, you must resolve delivery issues and contact Uber Eats or DoorDash Drive. You can find information on troubleshooting delivery issues in our Toast Delivery Services Troubleshooting & FAQ. Note: If Toast is classified as a Marketplace Facilitator, partial voids, tax-only refunds, and custom amount refunds are not possible.
 

What types of payments can I accept using Local by Toast? 

You can only accept credit cards, Apple Pay, and Toast gift card payments on Local by Toast. Cash payments, third-party gift cards, or in-house payments are not accepted. 

Note: Imported gift card numbers cannot be redeemed as payment for Local by Toast orders at this time. Gift cards from a previous service will need to be imported into Toast, and then guests can use the Toast gift card number as shown on their gift card page. For more information, check out this Support Center article: Find Imported Gift Cards Through Toast Gift Card Lookup Site. 
 

Can I change the tip percentages or require a default tip selection on the Local by Toast app? 

No, at this time the tip options for the Local by Toast app are not customizable. 
 

What is “Toast-Takeout-Reward” in my payment options?