Optimize Toast Delivery Services® POS Order Tracking Workflow

Status: En Route to Restaurant - ETA HH:MM
Color: Blue
 

Status: Here for Pickup
Color: Blue
 

Status: Dropping off - ETA HH: MM
Color: Blue
 

Status: Delivered
Color: Blue
 

Status: Delivery Canceled 
Color: Red
 

For more information on how to manage your orders through Orders Hub, see Managing Off-Premise Orders With Orders Hub in Toast Central. 

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Frequently Asked Questions About Toast Delivery Services® Order

How can I redispatch a driver on a Toast Delivery Services® order?

In the event something goes wrong with the delivery of an order (ex: driver takes wrong food to guest, driver doesn't take all the food to guest, restaurant needs to correct an order or a driver didn't show up for pick up), you have the ability to Redispatch a driver one time from the POS.

To redispatch a driver, go to the Orders Hub in the POS, select the TDS order, and select Redispatch.

How can I contact the delivery driver on a Toast Delivery Services® order?

Call the driver using the driver's phone number listed on the order in POS. If you can't contact the driver, reach out to your delivery provider for support. You must call from the phone number that you have listed in Toast to reach the driver.
 

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

The Uber Direct or DoorDash Drive Order ID is located on the order screen, as indicated below. This ID should be referenced when you contact the delivery driver, Uber Direct Support, or DoorDash Drive support.

Where can I find information on the driver who is delivering a TDS order? How can I contact them?

Once a delivery driver is assigned to a TDS order, the driver’s name and contact phone number will be displayed on the Orders Hub. Note: you can only reach the driver phone number by calling through the restaurant phone number you have configured in Restaurant Information in Toast Web. 

Where can I find information on the Guest, including address, phone number, and special instructions?

Guest information, including name, drop-off address, and phone number will be displayed on each TDS order on the Orders Hub. Please contact the Guest using this phone number if you need to reach them.

How can I cancel a delivery on a Toast Delivery Services® order?

If you need to cancel the order (ex. your guest placed a delivery order but intended to place a pickup order), you can call your delivery provider for immediate help. You will not be charged for the cancelation if you cancel the delivery before a delivery driver arrives at your restaurant to pick up the order. 

How can I contact my delivery provider?

Oftentimes, you might need to contact Uber Direct or DoorDash Drive regarding Toast Delivery Services®. 

• • Examples of reasons to contact your delivery provide include:
    • Inquiring about the status of an order 
    • Inquiring about why a driver hasn’t been assigned to an order
    • Requesting to cancel a delivery
    • Requesting a refund for a delivery

Make sure that when you are contacting Uber Direct or DoorDash Drive directly, that you state that it's in regards to an Uber Direct or DoorDash Drive order, respectively. Make sure to have your delivery ID ready as well. See Toast Delivery Services - Who to Contact  for more information on how to contact your delivery provider.

Do customers receive notifications related to their orders?

Yes! Check out Toast Delivery Services® Order Status Tracking to learn more.

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