Toast Delivery Services® Overview

In this Article:

• About Toast Delivery Services®
• How Toast Delivery Services® Works
• Toast Delivery Services® Billing and Fees
  • Uber Direct Fees
  • DoorDash Drive Fees
  • Regulatory Fees in California, New York City, and Seattle, WA
• Toast Delivery Services® Order Tracking
• Toast Delivery Services® Refunds and Support
  • Toast Delivery Services® Uber Direct Refund Requests
  • Toast Delivery Services® Refund Log
• Toast Delivery Services® Additional Details
• Frequently Asked Questions
• Related Articles

About Toast Delivery Services®

Toast Delivery Services® (TDS) lets you offer direct delivery on your Toast Online Ordering channels using a network of on-demand delivery drivers powered by Uber Direct or DoorDash Drive. You do not need your own delivery drivers.

Toast Delivery Services® saves you money compared to third-party delivery apps by charging a flat delivery fee per delivery for orders placed on your Toast Online Ordering channels. You also choose how much of the delivery fee to pass on to your guests, and you keep your guest data to use with other Toast modules such as email marketing, loyalty, and gift cards.

You can enable or disable Toast Delivery Services® at any time using the on/off toggle on the Toast Web Takeout & Delivery page. There are no commitments.

Note: Toast Delivery Services® is different from the DoorDash and Uber Eats Marketplaces. Marketplace orders come in through the DoorDash and Uber Eats apps and are set up separately. To learn about those direct integrations, see Get Started with DoorDash and Get Started with Uber Eats.

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How Toast Delivery Services® Works

When a guest places a delivery order on your Toast Online Ordering channels, an on-demand delivery driver from Uber Direct or DoorDash Drive picks up the order from your restaurant and delivers it to the guest. Toast Delivery Services® is integrated with your Toast POS, so the order flows through the same system as your other online orders.

If you are already subscribed and want to start taking orders, see Get Started With Toast Delivery Services® for setup steps.

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Toast Delivery Services® Billing and Fees

With Toast Delivery Services® automated billing, Toast withholds the flat delivery fee, driver tip, and Toast flat service fee from your credit card payouts on each order. Toast sends you a monthly email with a billing summary, and no action is required on your part. For full details on how withholding works, see Toast Delivery Services® Automated Billing Overview.

Driver tips are assigned to a "TDS Driver" employee. Deduct these tips from your credit card tips before paying out your own staff. You can view Toast Delivery Services® tips by filtering your Sales Summary or Labor Summary report by "TDS Driver." For more on this, see Access Reporting for Toast Delivery Services.

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Toast Delivery Services® Uber Direct Fees

For Uber Direct, you are charged one flat fee per delivery of $6.99 for orders less than 6 miles and $8.74 for orders between 6 and 8 miles, plus applicable Regulatory Fees for orders in California, New York City, and Seattle, WA. The default radius is 10 miles. You must contact Toast Customer Care to request a radius reduction to 6 miles.

Note:

• The distance used to calculate Uber Direct delivery fees is the straight-line distance ("as the crow flies") between your restaurant and your guest. Contact Toast Customer Care to request updates to the delivery radius for your restaurant management group.
• Add applicable Regulatory Fees for orders in California, New York City, and Seattle, WA.
• To request a refund for an Uber Direct delivery, see Toast Delivery Services® Uber Direct Refund Requests below.

Submit 

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Toast Delivery Services® DoorDash Drive Fees

For DoorDash Drive, you are charged one flat fee per delivery of $7.49 for orders within 5 miles and an incremental $0.50 per additional mile up to 10 miles, plus applicable Regulatory Fees for orders in California, New York City, and Seattle, WA. The default radius for new merchants is 10 miles. You must contact Toast Customer Care to request a radius reduction to 5 miles.

Note:

• The distance DoorDash Drive uses to calculate delivery fees is the driving distance between your restaurant and your guest.
• Add applicable Regulatory Fees for orders in California, New York City, and Seattle, WA.

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Regulatory Fees in California, New York City, and Seattle, WA

For more billing questions, including withholding, cancellation fees, and reconciliation, see Toast Delivery Services® Billing FAQ.

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Toast Delivery Services® Order Tracking

Because Toast Delivery Services® is integrated with the Toast POS, you can use the "Toast Delivery Services" dining option to track delivery statuses on the Orders Hub or to place phone orders on the POS. For step-by-step tracking instructions, see Optimize Toast Delivery Services® POS Order Tracking Workflow.

When guests place orders on your Online Ordering page, they receive end-to-end order tracking on their order confirmation page, plus order update text messages (SMS) sent to the phone number on file. To learn more, see Toast Delivery Services® Order Status Tracking.

To find the order ID, driver name, and driver phone number, or to request a new driver (redispatch) when there is an issue, see Contact Your Toast Delivery Services® Driver and Request a New Driver for a Toast Delivery Services® Order.

Tip: If your restaurant uses Toast IQ, you can ask it directly about your Toast Delivery Services orders — including real-time order status, driver location, refund confirmations, and which delivery provider is currently active. This can be faster than navigating through separate reports.

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Toast Delivery Services® Refunds and Support

If you have a question about a Toast Delivery Services® delivery or need to request a refund, the process depends on your delivery provider.

For Uber Direct, submit your refund request directly in Toast Web. See Toast Delivery Services® Uber Direct Refund Requests below.

For DoorDash Drive, contact your delivery provider by phone or email. The delivery provider collects the delivery fee and driver tip, so refunds for those amounts are handled on the provider's side. For provider contact details, see Get Help With Toast Delivery Services®.

To refund the restaurant portion of an order, use your normal Toast refund flow. To request reimbursement for the delivery fee and tip, contact your delivery provider and reference both the Toast check ID and the provider order ID. For full refund details, see Toast Delivery Services® Billing FAQ.

Note: If a guest contacts Toast Guest Support, the Toast team engages directly with Uber Direct or DoorDash Drive, secures the refund, and passes it to the guest while keeping you notified. For more information, see Toast Delivery Services® Terms & Conditions.

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Toast Delivery Services® Uber Direct Refund Requests

Submit a refund request for an eligible Toast Delivery Services® Uber Direct order directly in Toast Web.

1. Navigate to Takeout & delivery > Toast Delivery Services to open the Uber Direct refund page.
2. Select +New Refund Request in the top right corner.
3. Select the order you want to refund from the list.
   1. Use the search bar or date filter to find a specific order.
   2. Note: DoorDash Drive orders appear grayed out and can't be selected from this list.
4. Select Next.
5. Select a refund reason. Options include Never Received, Never Picked Up, Wrong Order Received, Order Remade, Not Returned, Missing Items, Damaged Items, Late Delivery, Late Pickup, and Driver Cancelled.
   • If you select Missing Items, choose the specific items from the Items Missing dropdown. You can select more than one item.
   • Optionally, add details in the Notes field.
6. Select Submit.
7. Review the confirmation message:
   • If the request succeeds, you'll see a success confirmation.
   • If the request fails, you'll see guidance to retry.
   • If a refund request already exists for that order, you'll see a message letting you know.
8. Select Finish to close the window.

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Toast Delivery Services® Refund Log

The Toast Delivery Services® Refund Log provides a single place to view every refund decision your delivery provider has made for your Toast Delivery Services® orders. It shows refunds regardless of whether you or Toast Customer Care requested them.

Each record in the log includes:

• Order number, with a link to the order details
• Guest name
• Date requested
• Delivery provider
• Status (Approved or Rejected)
  • Approved: Your delivery provider approved the refund request.
  • Rejected: Your delivery provider rejected the refund request.
  • Note: Status reflects only your delivery provider's decision on the request. It does not change based on whether a refund has actually been issued.
• Order value
• Approved refund amount
• Refunded amount, if a refund has already been issued

You can filter the log by status, sort by date requested, order value, or refund amount, and search by order number or guest name.

Note:

• Each Toast Delivery Services® order can only be refunded once. If an order already shows a refunded amount in the log, no additional refund can be issued for that order.
• The Refund Log is read-only. To request a new refund, follow the steps in Toast Delivery Services® Refunds and Support above.

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Toast Delivery Services® Additional Details

Here are other important details about Toast Delivery Services®:

• Delivery radius: Your delivery radius is set by the delivery provider you select. Both Uber Direct and DoorDash Drive offer a default radius of 10 miles (except for New York City).
• Driver tip: Uber Direct pre-selects a 20% tip at guest checkout. The guest can change this amount, and 100% of the tip goes to the driver.
• Delivery service charge: Unless you already have a delivery service charge set up, an automatic delivery service charge of $3.99 is added to your delivery orders to help offset the Uber Direct or DoorDash delivery fee. You can increase or decrease this service charge on the Toast Web Payments > Service Charges page.
• Delivery fulfillment method: You can choose only one delivery option: Toast Delivery Services® or your own delivery drivers. If you use your own drivers, you cannot use Toast Delivery Services® at the same time.

To learn how to manage incoming Toast Delivery Services® orders, see Manage Off-Premise Orders with Orders Hub.

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Frequently Asked Questions

What is Toast Delivery Services® and how does it work?

Toast Delivery Services® (TDS) is a Toast feature that delivers your online orders using on-demand drivers from Uber Direct or DoorDash Drive, so you do not need your own drivers. When a guest places a delivery order on your Toast Online Ordering channels, a driver picks the order up from your restaurant and delivers it to the guest.

Why are my Toast Delivery Services® delivery fees so high?

Your Toast Delivery Services® delivery fees depend on the provider and the delivery distance. Uber Direct charges $6.99 for orders under 6 miles, rising to $9.99 near the 10-mile edge, and DoorDash Drive charges $7.49 within 5 miles plus $0.50 per additional mile. Orders in California, New York City, and Seattle, WA also add a Regulatory Fee. See the fee tables above for the full breakdown.

Can I use my own drivers and Toast Delivery Services® at the same time?

You cannot use your own delivery drivers and Toast Delivery Services® at the same time. You must choose one delivery option. If you turn on delivery and it keeps going to Toast Delivery Services®, confirm you saved and published your changes; if it still reverts, contact Toast Customer Care. For steps to turn the feature off, see Disable Toast Delivery Services®.

How do I request a new driver for a Toast Delivery Services® order?

To request a new driver for a Toast Delivery Services® order, select the order on the delivery screen in the Orders Hub and select Redispatch (also called Request New Driver). For full instructions, see Optimize Toast Delivery Services® POS Order Tracking Workflow.

Why aren't my Toast Delivery Services® orders firing to my KDS?

If your Toast Delivery Services® orders are not firing to your Kitchen Display System (KDS), confirm that the "Toast Delivery Services" dining option is enabled on the KDS device. Without this setting, KDS routing will not include Toast Delivery Services® orders. For full routing instructions, see Configure Ticket Routing and Filter Tickets on Your KDS Device.

How do I exclude Toast Delivery Services® driver tips from my sales report?

To exclude Toast Delivery Services® driver tips from your sales report, filter your Sales Summary or Labor Summary report to exclude the "TDS Driver" employee. Toast Delivery Services® driver tips are tracked under this auto-generated employee, separate from your in-house staff tips. For details, see Toast Delivery Services® Automated Billing Overview.

Can I see analytics for my push notifications?

Yes. In the push notifications table in Toast Web, you'll see a Delivered column showing how many messages were successfully sent to guest devices. This is available for all Branded App merchants at no additional cost.

Where can I see the status of my Toast Delivery Services® refunds?

You can see the status of your Toast Delivery Services® refunds in the Toast Delivery Services® Refund Log in Toast Web. The log shows every refund decision from your delivery provider, including the status, order value, approved refund amount, and whether a refund has already been issued — whether you or Toast Customer Care requested it. See Toast Delivery Services® Refund Log above for details.

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Related Articles

• Toast Delivery Services® FAQ
• Get Started With Toast Delivery Services®
• Toast Delivery Services® Billing FAQ
• Optimize Toast Delivery Services® POS Order Tracking Workflow
• Toast Delivery Services® Automated Billing Overview

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