Toast Delivery Services® FAQ

Maintain your margins and guest data when you dispatch local drivers through an on-demand network to offer safer, contactless delivery — commission-free. Add Toast Delivery Services® now and start taking orders in one click in under five minutes! 

Use this article as a resource for Toast Delivery Services® and Uber Direct/DoorDash Drive support topics. Below are answers to some frequently asked questions. 

In this Article:

• Delivery Timing and Hours for Toast Delivery Services®
• Provider Selection for Toast Delivery Services®
• Delivery Radius & Fees for Toast Delivery Services®
• Guest Notifications for Toast Delivery Services®
• Dispatch Errors for Toast Delivery Services®
• Driver/Order Issues for Toast Delivery Services®
• Billing and Refunds for Toast Delivery Services®
• Guest Information
• Managing Order Volume for Toast Delivery Services®
• General Questions for Toast Delivery Services®
• Additional Resources

Delivery Timing and Hours for Toast Delivery Services®

• How is my guest's delivery quote time determined when my restaurant is using Toast Delivery Services®?
• How does the driver know when to pick up an order?
• What hours are used to determine when delivery is available?
• Can guests schedule future orders through Toast Delivery Services®?

How is my guest's delivery quote time determined when my restaurant is using Toast Delivery Services®?

How does the driver know when to pick up an order?

Your order quote times are used as the pickup time for the driver. This is set up in the Takeout & delivery page in your back-end. To learn more on how to set up your quote time, check out this Toast Central article on . 
 

What hours are used to determine when delivery is available?

Takeout hours in your Online Ordering schedule are used for Toast Delivery Services®know. These hours cannot be different from Takeout hours at this time. To view, navigate to Takeout & delivery in Toast Web and scroll down to the Online Ordering hours section.
 

Can guests schedule future orders through Toast Delivery Services®?

Provider Selection for Toast Delivery Services®

How do I select my delivery provider?

You can switch the delivery provider that powers Toast Delivery Services® at any time in Toast Web. Follow the steps below:

• 1. Log in to Toast Web and navigate to Takeout & delivery > Availability > Takeout/delivery. 
  2. Navigate to the Delivery section and choose your provider next to Select your delivery provider.
  3. Save and publish your changes.

What is my delivery radius?

My guests are getting an Out of Delivery Range error when attempting to place an order. What should we do?

We recommend checking the following:

• If your restaurant is in NYC, the delivery radius may be less than your delivery provider’s stated delivery radius and might be less. We recommend calling your delivery provider to ask for your specific radius.
• The delivery radius is calculated as the "crow flies" and not the driving distance. If it's more than your delivery provider's stated delivery radius as a straight line, an error will occur when attempting to place the order.
• If it's within your delivery provider’s stated radius there may be an error with your Toast Delivery Services configuration. Please contact Customer Care for help. 

If I want to offer free delivery for some time to my guests, how can I do that?

Navigate to Service Charges and set the Waive Fee Threshold to $1.00. This will make the delivery fee free to guests.
 

Can I change the automatic $3.99 delivery service charge to help subsidize the cost of the Toast Delivery Services® delivery fee?

Yes, the delivery service charge can be edited by logging into toasttab.com, navigating to the Payments header, and selecting Service Charges.  
 

Can I charge different delivery fees based on order size?

Yes. Multiple delivery fees with different "waive thresholds" can be set up so that the fees drop off as the guest's cart size grows. This helps encourage larger orders to protect against small order sizes.
 

In the example below there are three Delivery Fees with different "waive thresholds". As the cart size grows, the delivery fee decreases until they all drop off at orders over $100 for free delivery.
 

Ex. 1: $10 Order would charge the customer a $7.50 Delivery Fee and cost the restaurant $0 (0%)

Ex. 2: A $40 Order would charge the customer a $5 Delivery Fee and cost the restaurant $2.50 (6.25%)

Ex. 3: $100 Order would charge the customer a $0 Delivery Fee and cost the restaurant $7.50 (7.5%)

Guest Notifications for Toast Delivery Services®

Do guests receive notifications related to their orders?

Yes! Your guests will receive clear text notifications related to their order. Here are some examples of the text notifications they will receive:

• • Order Approved: "Hey [guest name], your order from [restaurant name] will be delivered by [delivery provider] at [delivery time]. Track your order status at: [link to Toast order tracker]". 
  • Driver Picked Up: Your driver has picked up your order and is on their way to you. 
  • Driver Can't Find Address: Your driver is having difficulty delivering your order. Please contact [driver name] at [driver phone number].
  • Order Delivered: Your order was delivered! Thank you for ordering from [restaurant name].

These texts will also contain links to your guest's Toast order tracking page. This tracking page has the driver name, photo, and phone number, as well as the restaurant name and phone number associated with their order as seen in the example below.

Note: To see updates on the order tracking page, the guest will have to refresh. Your guest will also have to be logged in to their Toast account when placing the order AND when viewing the tracking link to be able to see the map and the delivery address, otherwise they will just see a delivery status bar showing the order proceed through the necessary delivery steps. To learn more, see: . 

Dispatch Errors for Toast Delivery Services®

What do the following dispatch errors mean?

When something goes wrong with an order, an error message will display. Please note that you must be on the delivery screen to see the following errors:

• Dispatch Failure - in this case, try "Request new driver" to get a driver assigned to an order. To do this, select the order and use the Request new driver button on the order screen. For more information on this process, check out this Toast Central article on .
• Redispatch Failure - in this case, cancel the order and re-enter the order to try again.
• Order could not be updated - in this case, call Uber Direct or DoorDash Drive support to update the date/time of delivery.

Driver/Order Issues for Toast Delivery Services®

What do I do if the driver is over 15 minutes late for a pick-up or never arrives?

How do I find the Uber Direct or DoorDash Drive order ID number, driver name, and driver phone # for a specific order in POS?

The order number is on the POS screen as indicated below in the Payment Terminal and Orders Hub examples.
 

 

 

If I need support from my Toast Delivery Services® delivery provider, what should I do?

• If you have an issue with a live order, such as a late driver or you need to cancel the order, you can call (866) 987-3750 for immediate help.
• If you have an issue, such as a refund request, you should email
• Check out this document with all of Uber Direct's support information!

What if the driver picks up the order, but the guest never receives it?

Can I Request new driver an order if there is an issue?

What should I do if DoorDash Drive or Uber Direct is sending drivers to the wrong pickup address for orders?

Please reach out to Customer Support so we can help resolve.

Billing and Refunds for Toast Delivery Services®

How does billing for delivery fees and driver tips work?

Toast withholds TDS delivery fees and driver tips from your daily credit card settlement payouts on a per-order basis. When your credit card sales are processed by your credit card processor, TDS delivery fees and tips are deducted before those amounts are settled and deposited into your bank account. Should an order be subsequently amended, updated charges will be withheld from the next available credit card batches. Order adjustments resulting in refunds of order value, delivery fees, or driver tips will be credited against each subsequent order’s withheld fees and tips until the total amount is refunded. For TDS billing and refund questions, check out the following Toast Central articles:

Toast Delivery Services® Guest Information

Who receives the Toast Delivery Services® guest data?

The restaurant receives guest data like a typical online order.
 

Managing Order Volume for Toast Delivery Services®

Can I add a delay to my orders while using Toast Delivery Services®?

Yes, you can add a delay to your Toast Delivery Services® orders the same way you would add delays to takeout orders. Check out this Toast Central article on to learn more. Note that to add a delay to these orders, you will need to add a Takeout delay to adjust the quoted time for Toast Delivery Services®. The takeout/pickup quote time will adjust automatically as a result. The quote time for guests will appear as the takeout quoted time + any delay added + your delivery provider’s estimated delivery time. 

General Questions for Toast Delivery Services®

How do I add Toast Delivery Services for Online Ordering?

To enable Toast Delivery Services for Online Ordering, navigate to Takeout & delivery > Availability > Takeout/delivery in Toast Web and scroll down to the Delivery section. From here, you can enable Toast Delivery Services.
 

Toast Delivery Services orders are not firing to my KDS. What should I do?

Make sure you have selected the Dining Option Toast Delivery Services on the KDS. Check out this article on  for instructions.
 

How can I determine which orders are coming in through Toast Delivery Services? Is there a way to look at reporting for these specific order types?

Check out this Toast Central article on  for reporting details.
 

Can called-in delivery orders be used with Toast Delivery Services®?

Yes, check out this article,  to learn more.
 

Can my guests pay in cash with Toast Delivery Services®?

No, only debit and credit card payments can be accepted with Toast Delivery Services®.