Toast Delivery Services® Billing FAQ

Toast withholds TDS delivery fees and driver tips from your daily credit card payouts. 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. 

For example, your restaurant had ten $40.00 TDS powered by Uber standard orders within a 6-mile radius with no regulatory fees on Monday. Each TDS order was tipped $2.50.

Note: Total amount deposited excludes credit card processing fee(s). 
 

Every restaurant using TDS is now a part of this withholding.
 

At this time, withholding can only happen daily.
 

It takes about 1-2 business days for withheld funds to settle and be deposited into your bank account. From the example above, your funds from Monday will settle into your bank account by Wednesday at the latest. On the Fintech report, withheld TDS amounts appear under the “Other” column. These funds include withheld TDS delivery fees and tips from the previous 1-2 business days. 

You must contact Uber Direct at (866) 987-3750 or DoorDash Drive at (855) 222-8111 to cancel the delivery on a Toast Delivery Services® order you no longer wish to fulfill (e.g., your guest cancels the order because they changed their mind).

 

Note: Uber Direct scheduled deliveries can only be canceled after the order becomes active. Orders cannot be canceled in advance, before the order is fired.

Cancellation Fees with Uber Direct:

 

Delivery Status	Cancellation Fee
Driver has not been assigned to the delivery	No cancellation fee
Driver has been assigned to the delivery	$5.00 cancellation fee
Driver has picked up the delivery	Delivery fee

 

Cancellation Fees with DoorDash Drive:

Delivery Status	Cancellation Fee
Driver has not been assigned to the delivery	No cancellation fee
Driver has been assigned to the delivery	No cancellation fee
Driver has picked up the delivery	Delivery fee

Toast will withhold a delivery fee and driver tip each time a TDS order is re-dispatched from the Redispatch button in the Orders Hub on the Toast POS. The withheld amount will be indicated in the TDS Billing reports, including the withholding and settlement dates. Learn more here When will funds get deposited into my bank account?.

You should continue to contact Uber Direct at uberdirect@uber.com or DoorDash Drive at drive-support@doordash.com to request refunds when their driver is at fault for an issue with a Toast Delivery Services® order. Uber Direct or DoorDash Drive will continue to offer refunds on the delivery fee, flat service fee, and/or driver tip if they are deemed at fault for the issue per the refunds matrix. Once Uber Direct or DoorDash Drive confirms the refund, they will send this information to Toast, and Toast will process an order adjustment. Order adjustments that result in refunds of order value, delivery fees, or driver tips will be credited against each subsequent order’s withheld fees and tips until the full amount is refunded to your restaurant. See Get Help With Toast Delivery Services® for more information on the refund process. See an overview of the steps below:

1. Restaurant contacts the delivery provider to request a refund.
   1. Note: Uber Direct and DoorDash Drive will never refund your guest directly. If you want to refund your guest, you must do so on the Toast POS itself, and subsequently you will need to request a refund for your restaurant from the delivery provider. For more information on what you will get refunded, see Uber Direct Refunds Matrix or DoorDash Drive Refunds Matrix.
2. Delivery provider reviews refund request.
3. Delivery provider issues a refund based on their refund matrix.
4. Restaurant receives a refund as a credit on their next credit card payout

 

Note: If a guest contacts Toast Guest Support directly for a refund, the Toast team will engage directly with Uber Direct or DoorDash Drive, secure the refund on your behalf, and pass it to the guest efficiently — all while keeping you notified. For more information, see Toast Delivery Services Terms & Conditions.

TDS delivery fees and tips should not impact the close-out process. TDS withheld funds do not affect cash entries and deposits and will not affect the way that TDS tips should be deducted from Credit/Non-Cash tips before tipping out restaurant staff. 

You can view the total amounts withheld on Toast Delivery Services® orders within the Other column in the following three Finance reports in Toast Web: (1) Deposit Totalss Overview; (2) Settled Deposits Daily Breakdown; and (3) Daily Credit Card Activity. 

Note: The amounts withheld and reflected in the Other column may not equal the delivery fee, flat service fee, and driver tip(s) if you have any outstanding adjustments from refunds confirmed by Uber Direct or DoorDash Drive. You will not be charged for fees and tips until full refund amounts have been credited back to your restaurant.

For more information, see the Reporting section of Toast Delivery Services® Automated Billing Overview.

 

You can also check out the Payout Overview report, which includes and consolidates the three aforementioned individual reports.

Note: The amounts withheld and reflected in the Other column may not equal the delivery fee, flat service fee, and driver tip(s) for several reasons:

1. Since it takes up to two business days for withheld funds to settle and be deposited into your bank account, the amounts in the Other column are withheld funds from TDS orders up to two business days prior. The Settled Deposits Daily Breakdown report will indicate the Sales Date(s) of the TDS orders for which fees and tips were withheld on the Settled Date.
2. If you have any outstanding adjustments from refunds confirmed by Uber Direct or DoorDash Drive, we won’t withhold subsequent fees and tips until full refund amounts are credited to your restaurant.
3. If you manually cancel a delivery, redispatch a driver from the Toast POS, or receive a refund from Uber Direct or DoorDash Drive, we’ll withhold or credit the appropriate amounts once they are confirmed by Uber Direct or DoorDash Drive to Toast. These transactions will be reflected in the TDS Billing reports, with the withholding date and the settlement date (up to two days after the withholding date) indicated on the report in the respective columns. 
4. Driver tips on orders placed on the Toast POS using the Toast Delivery Services dining option will only be withheld if they are included in the original payment authorization. Learn more in Toast Delivery Services Phone Order Tips.

You will receive a Toast Delivery Services billing email from Toast at the end of each month. Each email will be sent to your finance contact email and will include the following two attachments:

For more information, see the Reporting section of Toast Delivery Services Automated Billing Overview.

Note: If you need to update your finance contact email, follow the instructions in this Support Center article, Optimize Communication Preferences.

You can access the Toast Delivery Services® (TDS) billing breakdown report by navigating to Takeout & delivery > Toast Delivery Services Billing page in Toast Web. Select the “Set time range and download” link to initiate the download. Then, use the date selector to choose a specific date or a custom date range. Select the Download button. The report will be downloaded in .csv format and include your restaurant's historical withholding data.

Note: There is a 48-hour lag between when orders were placed and when they appear in the TDS Billing report generated from Toast Web.

Select the image below to be directed to TDS Billing:



Note: The charges in the TDS Billing report are not sequential. You can filter and sort the report in Google Sheets or Microsoft Excel by Opened Date, Withholding Date, or Settled Date based on your business needs. 

You must have Restaurant Operations Setup permissions associated with your Employee Job. To grant an employee access, follow the steps below:

1. In Toast Web, navigate to Employees > Employee Management > Jobs. 
2. Select Job.
3. Scroll down to Permission.
4. Select Restaurant Operations Setup.

For more information on permissions, see the Permissions Reference Guide in Support Center.

You can contact Toast Customer Care by submitting a ticket. See How to Submit a Ticket to Customer Care for more information.

 

You can view your TDS orders in Toast Web by navigating to Reports > Sales > Orders, then apply the filter by dining option Toast Delivery Services. In the example below, there are two TDS orders. 

 

These delivery fees and driver tips will be reflected in your TDS Billing Breakdown Report on the Takeout / Delivery page in Toast Web (see instructions above). 



You can view the total amounts withheld on Toast Delivery Services® orders within the Other column in the Settled Deposits Daily Breakdown report in Toast Web. Since it takes up to two business days for withheld funds to settle and deposit into your bank account, in the example, funds from orders processed on 10/22 (Sunday) are settled into your bank account on 10/24 (Tuesday).

The amounts withheld and reflected in the Other column may not equal the delivery fee, flat service fee, and driver tip(s) if you have any outstanding adjustments from refunds, as applicable, or if you have withholdings from Marketplace Facilitator Taxes, Toast Capital loans, instant deposit amounts, or Easy Pay leases. 

 

The Reconciliation report and the related Payout Details report include line item summaries for every payout and withholding.

 

You'll see the date and location filters at the top of the Reconciliation report. Use the drop-down menu to select from different pre-set options (yesterday, today, this week, etc.), or select Custom date to choose a specific range for your report.
 

Selecting a payout on the Reconciliation report will open the Payout Details view, which includes details on Toast Delivery Services® delivery fees, driver tips that were withheld in that specific payout, and the details for all transactions related to that specific payout. For Withholdings, the breakdown table shows the withholding type, a description, and the total amount.