Manage Off-Premise Orders With Orders Hub

Manage takeout, delivery, and curbside orders end-to-end from a single screen on your Toast POS.

Use Orders Hub to approve, fire, ready, and complete orders from one place.

In this Article:

• Before you begin
• Open Orders Hub on your POS
• Manage an active order
• Approve pending orders
• Fire a scheduled order manually
• Redispatch a delivery driver
• Dispatch your own delivery driver
• Void or cancel an online order
• Manage online order volume
• Manage third-party orders
• Multi-select orders for bulk actions
• Orders Hub reference
• Related articles

Before you begin

Applies to: Toast POS

Permissions needed:

• 1.5 Pending Orders / Orders Hub Mode (required to access Orders Hub)
• 3.29 Throttle Online Orders (required to use Manage Online Orders)
• 2.2 Update All Delivery Orders (required to complete first-party delivery orders)

What you'll accomplish: Manage takeout, delivery, and curbside orders end-to-end from one POS screen, including approving, firing, redispatching drivers, voiding online orders, and toggling third-party order channels.

Note: Orders Hub requires an auto-fire device. At least one Toast POS device in your restaurant must be configured to auto-fire so scheduled orders move into the Active tab automatically. To set this up, see Set Up Order Auto-Firing.

Note: Orders Hub is not supported on Elo V1 devices. Orders Hub is available on Elo V2 or newer.

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Open Orders Hub on your POS

1. On your Toast POS device, select the Toast logo in the top-left corner to open the Mode menu.
2. Select Orders Hub.
3. If prompted, sign in with an employee passcode that has the 1.5 Pending Orders / Orders Hub Mode permission.

Expected outcome: The Orders Hub screen opens to the Active tab. The total number of active orders appears next to the tab name. Quote times for takeout and delivery appear at the top of the screen.

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Manage an active order

Use this flow for the most common case: a paid online order arrives, your kitchen prepares it, and a guest picks it up.

1. On the Active tab, select the order you want to work with. The order details appear, including check number, guest name, dining option, items, and any payment status.
2. Confirm the order details with your kitchen if needed.
3. When the order is prepared, select Order Ready on the order. The order moves to the Order Ready tab.
4. When the guest picks up the order (or your driver collects it), open the order on the Order Ready tab and select Complete. The order moves to the Completed tab.

Expected outcome: The order finishes the workflow on the Completed tab. If Order Ready text messaging is configured, the guest receives a notification when you select Order Ready.

Note: If the order is not paid, the Complete button is greyed out until you select Pay and take payment. Orders cannot be marked complete with an outstanding balance.

Note: To filter the order list by paid status, dining behavior (Takeout, Delivery, Curbside, or Dine In), or dining option, select the filter icon on any tab. Off-premise dining behaviors are selected by default. To see dine-in orders, select Dine-in in the filter pane.

For a deep reference on what each tab and field shows, see Orders Hub: Status Breakdown.

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Approve pending orders

The Needs Approval tab appears if your restaurant uses manual approval mode for online orders. Orders submitted through your Toast Online Ordering site or the Local by Toast app land here for review before they fire to the kitchen. Third-party orders (DoorDash, Uber Eats, Grubhub) approve automatically and skip this tab.

1. When a new order needs approval, a notification chimes and a blue indicator appears on the Needs Approval tab.
2. Select the Needs Approval tab.
3. Select the order to review it.
4. Select Approve.

Expected outcome: The order moves to the Active tab if it is an ASAP order, or to the Scheduled tab if it is for a future time. Once moved, it follows the standard workflow described in Manage an active order.

Note: To set up or change manual approval mode, see Approve Online Orders Manually. 

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Fire a scheduled order manually

Use Fire Now to send a scheduled order to the kitchen before its scheduled prep time — for example, if your kitchen is ready early or the guest arrived ahead of schedule.

1. Select the Scheduled tab.
2. Select the order you want to fire.
3. Select Fire Now.

Expected outcome: The order moves to the Active tab and prints to the kitchen (or appears on the KDS) immediately.

Important: Fire Now is only active on the auto-fire device. The button appears on other devices but is disabled. If your restaurant has no auto-fire device assigned, scheduled orders stay in the Scheduled tab and never fire. To configure an auto-fire device, see Set Up Order Auto-Firing.

Note: If your scheduled orders aren't firing as expected, see Troubleshoot Online Orders Not Firing. 

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Redispatch a delivery driver

Use Redispatch to request a new driver for an order — for example, if the original driver canceled, delivered to the wrong address, or the food was given to the wrong driver. This action applies to Toast Delivery Services® orders.

1. Open the order on the Active tab or the Order Ready tab.
2. Select Redispatch.

Expected outcome: Toast requests a new driver. The order's delivery status updates to Driver Requested (blue), then progresses through En Route to Restaurant → Here for Pickup → Dropping Off → Delivered as the new driver moves through the workflow.

Note: Redispatch can only be selected once per order. An additional delivery fee may be charged.

Note: You can use Redispatch even after a Toast Delivery Services® order is marked Delivered Cancelled (red) by the previous driver.

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Dispatch your own delivery driver

If your restaurant uses in-house drivers (Toast Delivery Mode) instead of Toast Delivery Services®, use this flow to assign and dispatch a driver from Orders Hub.

1. On the Order Ready tab, open the delivery order.
2. Select Complete. A dialog appears prompting you to dispatch a driver.
3. Select Dispatch Driver. The Delivery Mode screen opens.
4. On the Delivery Mode screen, select Dispatch Driver in the top-right corner.
5. Select the driver from the list, then select OK.
6. Once the order is delivered, return to Orders Hub and select Complete on the order.

Expected outcome: The order moves to the Completed tab in Orders Hub and to the Delivered tab in Delivery Mode. The order's status in Orders Hub updates from Unassigned to En Route, then to Completed.

Note: You must have the 2.2 Update All Delivery Orders permission, or be assigned as a driver, to mark a delivery order complete. For permission details, see Permissions Reference Guide.

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Void or cancel an online order

When a guest calls to cancel an order placed through Toast Online Ordering, void the order from Orders Hub. The flow differs depending on whether the order is paid.

Void an unpaid order

1. Open the order in Orders Hub.
2. Select Update, then select Edit Check.
3. On the Quick Order screen, select the three vertical dots (overflow menu) in the top-right corner.
4. Select Void Order.
5. Select the Reason for the void.

Expected outcome: The order is removed from Orders Hub.

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Void a paid order

1. Open the order in Orders Hub.
2. Select Update, then select Edit Check.
3. Navigate to the Pay screen and select the payment.
4. Select Void to void the payment first.
5. Select the three vertical dots (overflow menu) in the top-right corner.
6. Select Void Order.

Expected outcome: The order is removed from Orders Hub.

Important: For orders placed through DoorDash or Grubhub, you cannot void or cancel from Toast POS. Direct the guest to contact the partner. For Uber Eats orders, you can follow the steps above. For all third-party orders, contact the partner directly to issue refunds. Voiding affects Marketplace Facilitator Tax reporting.

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Manage online order volume

Use Manage Online Orders in Orders Hub to quickly turn online ordering on or off, snooze it for a period, or add a delay to takeout or delivery quote times.

1. From any tab in Orders Hub, select Manage Online Orders.
2. In the dialog, select the change you want to make:
   • Turn online ordering on or off
   • Snooze online ordering for a set period
   • Adjust takeout or delivery delay
3. Select OK to save your changes, or Cancel to exit without saving.

Expected outcome: Your online ordering availability updates immediately. The new throttle time appears at the top of Orders Hub the next time you reload the screen.

Note: This requires the 3.29 Throttle Online Orders permission. For full throttling options and behavior, see Manage Online Order Volume (Delaying/Snoozing Orders).

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Manage third-party orders

Note: Manage Third-Party Orders is currently in limited release with select customers. Check back soon for updates.

Use this flow to turn third-party online ordering channels on or off without leaving Orders Hub.

1. From Orders Hub, select Manage Online Orders.
2. Navigate to the Third Party Orders tab.
3. Select the third-party online ordering channel you want to disable or enable.
4. Select Okay to save your changes, or Cancel to exit.

Expected outcome: The selected third-party channel toggles on or off. Active orders already in the system are not affected.

Important: Updating a third-party order in Orders Hub modifies the order on Toast only — the change is not pushed to the third-party partner. To refund or cancel a third-party order, contact the partner directly. If a guest wants to add an item, create a new order and take a new payment.

Note: If your DoorDash, Uber Eats, or Grubhub orders aren't auto-firing to the kitchen, the cause is usually an auto-fire device or integration setup issue. See Set Up Order Auto-Firing and Troubleshoot Online Orders Not Firing. 

Contact an Uber Eats guest or driver

If you need to call an Uber Eats guest (for example, to confirm an allergy) or driver (for example, to mention a forgotten item), the contact details appear inside the order in Orders Hub.

1. Open the Uber Eats order in Orders Hub.
2. Locate the phone number and PIN listed in the order details.
3. Call the listed number, then enter or provide the PIN to connect with the guest or driver.

Expected outcome: You connect to the guest or driver through Uber Eats's masked-number system.

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Multi-select orders for bulk actions

Use multi-select when you need to act on several orders at once — for example, bulk-printing tickets, bulk-firing scheduled orders, or moving several Order Ready orders to Completed.

1. On any tab in Orders Hub, long-press an order. Action buttons appear at the top of the screen.
2. Select additional orders by tapping each one, or select Select All.
3. Select the bulk action you want: print, fire to kitchen, or change status.

Expected outcome: The selected orders update in bulk according to the action chosen.

For full multi-select behavior and limits, see Toast's technical documentation: Multi-selecting Orders.

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Orders Hub reference

This section is a quick reference for the tabs, buttons, and status indicators you'll see in Orders Hub. For deep per-tab field detail, see Orders Hub: Status Breakdown. 

Order status tabs at a glance

Note: Orders in any tab are purged at the end of the business day, except orders in the Scheduled tab, which remain until they fire or are canceled.

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Order action buttons

Important: You cannot use Update to modify orders from DoorDash or Grubhub. The Update option is available for Uber Eats and first-party (Toast Online Ordering) orders only. For DoorDash and Grubhub modifications and refunds, contact the partner directly.

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Toast Delivery Services® status indicators

Orders Hub displays delivery progress indicators on Toast Delivery Services orders so you can see where each driver is in the workflow.

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Scheduled firing time color codes

The text color of a scheduled order's firing time tells you how soon the order will fire to the kitchen.

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Related articles

• Get Started With Orders Hub 
• Orders Hub: Status Breakdown 
• Get Help With Orders Hub 
• Set Up Order Auto-Firing
• Troubleshoot Online Orders Not Firing 

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