Manage Orders Canceled by Third-Party Partners

In this Article:

• Canceled Third-Party Orders Overview
• Frequently Asked Questions
  • Does this functionality exist with other third-party ordering partners?
  • What if a guest cancels the order but they are not eligible for a refund?
  • Will voided DoorDash and Uber Eats orders track void reasons?
  • Will voided kitchen tickets be printed automatically when DoorDash and Uber Eats cancel orders?
• Additional Resources

Canceled Third-Party Orders Overview

Previously, if an order was canceled by a guest within the Uber Eats or DoorDash platform, these partners were unable to update Toast directly to void the order. Restaurants often did not receive notification that these orders were canceled resulting in wasted food and inaccurate Toast Web reporting.

Now, Uber Eats or DoorDash will send orders that are voided by guests directly to the POS. No restaurant action is needed for this update. 

After Uber Eats or DoorDash voids the order, the order will be removed from the POS, and the order will show as voided on your Kitchen Display System screens. 

Note: This will only automatically void on your KDS device if you have configured your system to auto-print changes to the kitchen. We’ll also print voided order tickets with this setting configured. To learn more: . 

Within Toast Web reporting, the order net sales will be removed from Toast Web Sales Summary. The order will appear as voided in the Orders report.

Frequently Asked Questions: Canceled Third-Party Orders

Does this functionality exist with other third-party ordering partners?

At this time, this functionality only exists for the DoorDash and Uber Eats integrations. 

What if a guest cancels the order but they are not eligible for a refund?

In certain cases where a guest cancels an Uber Eats or DoorDash order, they might not be eligible for a refund and the restaurant will still be paid out for the canceled order (DoorDash’s terms & Uber Eats ). Toast’s current void order design requires that a payment be removed from an order when voided. For now, Uber Eats + DoorDash will always void the payment and order when a guest cancels an order with the goal of reducing food waste. 

DoorDash and Uber Eats are responsible for processing the void and customer refund if applicable. 

Will voided DoorDash and Uber Eats orders track void reasons? 

No, orders voided by DoorDash and Uber Eats will not track void reasons in Toast at this time.

Will voided kitchen tickets be printed automatically when DoorDash and Uber Eats cancel orders?

Yes, voided order tickets will be printed automatically if you have configured your system to auto-print changes to the kitchen. To learn how to configure the "Print Ticket Changes" settings in Toast Web, please see this Support Center article: .

Additional Resources