What This Applies To

This reference applies to the Orders Hub mode on the Toast POS. Orders Hub displays takeout and delivery orders — including Toast Online Ordering, Toast Delivery Services (TDS), third-party integrations (DoorDash, Uber Eats, Grubhub), and manually entered takeout or delivery phone orders — across five status tabs. To open Orders Hub on the POS, select the Toast logo in the top left and then select Mode > Orders Hub.

Permissions needed:

1.5 Pending Orders / Orders Hub Mode — required to access Orders Hub
6.6 Restaurant Operations Setup — required to set up Order Ready Messaging
Delivery Mode permissions — required to dispatch or complete first-party delivery orders

Device support: Orders Hub is supported on most Toast tablets. Orders Hub is not available on Elo V1 devices.

Auto-fire requirement: At least one Toast POS device in the restaurant must be configured to auto-fire for orders to move from Scheduled into Active. Orders Hub can be used on a non-auto-fire device, but the auto-fire device is what moves orders forward.

Orders Hub Status: Needs Approval

The Needs Approval tab displays orders that need to be manually approved before they can be fulfilled. If manual approval mode is enabled for online orders, orders submitted through the Toast online ordering website or the Local by Toast app appear here. Orders submitted through third-party integrations are automatically approved and do not show up in Needs Approval. Orders in the Needs Approval tab are purged at the end of the business day.

When an order needs approval, a blue notification dot appears on the Needs Approval tab with the count of orders awaiting approval, and a notification bell icon appears on the left of the screen.

Actions available in the Needs Approval detail view:

Action	What it does
Print	Prints order information to a printer that is configured to work with the POS device. Not available for orders placed on third-party online ordering integrations.
Update	Opens the Quick Order screen to edit the order.
Approve	Approves the order. ASAP orders move to the Active tab. Future orders move to the Scheduled tab.
Pay $	Opens the payment screen. Only active when the guest has not paid for their order yet. Used for cash payments on online orders when cash payment is enabled.

For instructions on setting up manual approval and approving orders, see Approve Online Orders Manually.

Note: The tab name field may include third-party platform order numbers and customer names, depending on where the order originated.

Orders Hub Status: Scheduled

The Scheduled tab displays orders that are scheduled to be fulfilled at a future date and time. An order whose requested fulfillment time is later than the current order quote time is considered a future order and appears here. Orders in the Scheduled tab are not purged until they are fired or cancelled.

A scheduled order moves to the Active tab only when both of the following are true:

A Toast POS device is configured to auto-fire
The prep time clock begins for the order

Guests cannot cancel an order placed through Toast Online Ordering on their own. The guest must call the restaurant to request an order cancellation.

Actions available in the Scheduled detail view:

Action	What it does
Print	Prints order information to a printer that is configured to work with the POS device.
Update	Opens the Quick Order screen to edit the order. Updates are sent to the kitchen, and the order remains in Scheduled until it is ready for fulfillment. Avoid using Update to update or void a third-party order — make those changes through the ordering partner.
Fire Now	Fires an approved scheduled order to the kitchen immediately instead of at the configured firing time. Fire Now is only available on a device that is configured to auto-fire.
Pay $	Opens the payment screen. Only active when the guest has not paid for their order yet.

Note: If the restaurant has no auto-fire device, scheduled orders appear on the device, but the Fire Now button is inactive, the order remains in Scheduled when its prep time begins, and the kitchen or prep-station printer does not automatically print the ticket. Configure a device to auto-fire to move scheduled orders into Active. For setup steps, see Set Up Order Auto-Firing.

Orders Hub Status: Active

The Active tab is the default view when you open Orders Hub. The Active tab displays orders that are currently being prepared. To mark an active order as ready, select the Order Ready button. Orders in the Active tab are purged at the end of the business day.

Orders placed through Toast Online Ordering or the Local by Toast app can trigger an Order Ready text message to the guest when they move from Active to Order Ready. Order-ready SMS is not available for orders created in-store via POS, for first-party delivery orders, or for orders placed through third-party integrations (DoorDash, Uber Eats, Grubhub). To configure Order Ready Messaging, see Manage Order Ready Texts From the Orders Hub.

Actions available in the Active detail view:

Action	What it does
Print	Prints order information to a printer that is configured to work with the Toast POS device.
Update	Opens the Quick Order screen to edit the order. Avoid using Update to update or void a third-party order — make those changes through the ordering partner.
Pay $	Opens the payment screen. Only active when the guest has not paid for their order yet.
Order Ready	Marks the order as ready and moves it to the Order Ready tab. If Order Ready Messaging is enabled, a text message is sent to the phone number associated with the order.
Redispatch	Requests a new delivery driver for a TDS order. Active as long as the order has not already been dispatched. Can only be pressed once.

Note: If the Mark KDS-fulfilled orders as Order Ready setting is enabled in Toast Web > Takeout & delivery > Orders Hub > Kitchen Display System (KDS), orders that are fulfilled at an expediter KDS device automatically move to the Order Ready tab. If your KDS is set up as a prep station (not an expediter), the order does not automatically move — you must select Order Ready manually. With the setting enabled, DoorDash and Uber Eats orders are also marked as Order Ready when fulfilled by the expediter KDS, which signals the ordering partner that the order is ready.

Note: When Order Ready Messaging notifies a third-party ordering partner through the KDS, disable the SMS when order is ready setting to avoid sending duplicate notifications to the guest.

Orders Hub Status: Order Ready

The Order Ready tab displays orders that have been fulfilled and are ready for pickup or delivery. To finalize an order, select the Complete button to move it to the Completed tab. Orders in the Order Ready tab are purged at the end of the business day.

When an order moves from Active to Order Ready, the configured Order Ready text message is sent to the guest. For Order Ready Messaging setup, see Manage Order Ready Texts From the Orders Hub.

Actions available in the Order Ready detail view:

Action	What it does
Print	Prints order information to a printer that is configured to work with the Toast POS device.
Update	Opens the Quick Order screen to edit the order. Avoid using Update to update or void a third-party order — make those changes through the ordering partner.
Pay $	Opens the payment screen. Only active when the guest has not paid for their order yet.
Redispatch	Requests a new delivery driver for a TDS order. Active as long as the order has not already been redispatched. Can only be pressed once. An additional delivery fee may be charged.
Complete	Moves the order to the Completed tab. Only active when the guest has paid for their order.

Note: Order Ready text messaging is not available for the following area codes: 684, 268, 246, 441, 345, 767, 809, 473, 671, 876, 664, 670, 787, 869, 758, 784, 868, and 649.

Orders Hub Status: Completed

The Completed tab displays orders that have been fully paid and picked up or delivered. Orders in the Completed tab are purged at the end of the business day.

Actions available in the Completed detail view:

Action	What it does
Print	Prints order information to a printer that is configured to work with the POS device.
Update	Opens the Quick Order screen to edit the order. Updated orders move back to the Active tab for fulfillment. Avoid using Update to update or void a third-party order — make those changes through the ordering partner.
Reopen	Reopens the order and moves it back to the Active tab. If a reopened order is marked Order Ready again, a second SMS notification is sent to the guest.

Note: If an update results in a new balance due, the order automatically moves back to the Active tab for payment.

Order Information Displayed in Every Tab

Selecting any order entry displays detailed order information on the right side of the screen. The fields displayed are consistent across all five tabs.

Order list (left-side entries) show:

Check number
Guest's name, if available
Guest's phone number, if available
Date and time the guest placed the order
Dining option (for example, Delivery or Pickup)
Delivery status or payment status. For TDS delivery statuses, see Optimize Toast Delivery Services® POS Order Tracking Workflow
Dining behavior (for example, Delivery for off-premise orders; Delivery by DoorDash for third-party)
Order due time. If the order is due on a future date, the date appears next to the due time

Order detail view shows:

Check number
Guest's name, tab name, phone number, delivery address, and email address (if available)
Fulfillment type, including any special delivery instructions. For more on delivery instructions, see Configure Delivery and Pick Up Instructions
Toast Delivery Services (TDS) reference, if applicable
Name and phone number of the delivery driver, if available
Menu items in the order
Order subtotal, tax, total, and Service Charge (Svc) if applicable

Note: When a new order arrives, a blue dot appears on the tab and next to the order entry to indicate that no action has been taken yet. The blue dot disappears once the order is selected.

Frequently Asked Questions

Why did this order land in Needs Approval?

An order lands in Needs Approval when manual approval mode is enabled for online orders, and the order matches an approval rule (for example, a Total Amount rule that holds orders above a configured post-tax total). Orders submitted through third-party integrations are auto-approved and never appear in Needs Approval. To review or change which orders are held for approval, see Approve Online Orders Manually.

Also asked as:

- "Why did it go to the Needs Approval area when it was already paid for?"
- "What triggers an order to need approval?"

How do I manually fire a scheduled order from Orders Hub?

To manually fire a scheduled order from Orders Hub, open the order in the Scheduled tab and select the Fire Now button on the order detail screen. Fire Now is only available on a device that is configured to auto-fire. For auto-fire setup, see Set Up Order Auto-Firing.

Also asked as:

- "How do I fire a scheduled order early?"
- "Can I send a scheduled order to the kitchen right now?"

How far in advance can I see future scheduled orders?

Future scheduled orders appear in the Scheduled tab as soon as they are accepted, regardless of how far out the fulfillment date is. Orders stay in the Scheduled tab until they are fired (when the prep time clock begins) or cancelled. Orders in the Scheduled tab are not purged at the end of the business day, the way Active and Completed orders are. For tips on filtering and viewing future orders, see View Future Orders on the POS.

Also asked as:

- "How do I see orders days out on Orders Hub?"
- "Where do I find online orders that are scheduled?"

Can I refund or cancel a scheduled order from Orders Hub?

Refunds and cancellations are not handled directly in the Scheduled tab. To void a scheduled order, select Update on the order to open the Quick Order screen, then select Void Order from the overflow menu and choose a void reason. To refund an order that has already been paid, void the payment first and then void the order. Guests cannot cancel a Toast Online Ordering order themselves — they must call the restaurant.

Also asked as:

- "How do I cancel a scheduled order?"
- "How do I refund a future order?"

Do DoorDash and Uber Eats orders appear in the Scheduled tab?

Behavior for third-party scheduled orders depends on the integration and the auto-fire and KDS lead-time settings. If a third-party scheduled order is not appearing in the Scheduled tab as expected, or if the kitchen ticket is missing the scheduled due time, contact Toast Customer Care.

Also asked as:

- "Why isn't my Uber Eats scheduled order showing in Scheduled?"
- "Why don't DoorDash scheduled orders show up earlier?"

Why is the Redispatch button grayed out?

The Redispatch button is grayed out when an order has already been redispatched (Redispatch can only be pressed once per order), when no driver was originally dispatched, or when the order's delivery status does not support a redispatch. If the Redispatch button remains grayed out and a new driver is needed, contact Toast Customer Care.

Also asked as:

- "Why can't I redispatch?"
- "The Redispatch option isn't available."

Will I be charged an additional fee when I select Redispatch?

An additional delivery fee may be charged when Redispatch is used. The Redispatch action requests a new driver and bills accordingly. For more on TDS Redispatch behavior, see Optimize Toast Delivery Services® POS Order Tracking Workflow.

Also asked as:

- "Does Redispatch cost extra?"
- "Will Redispatch charge me a new delivery fee?"

Why isn't my Order Ready text message being sent to the guest?

Order Ready text messaging only triggers for orders placed through Toast Online Ordering, the Local by Toast app, or Curbside dining behavior — not for in-store POS orders, first-party delivery orders, or third-party orders (DoorDash, Uber Eats, Grubhub). The Order Ready Messaging toggle must also be enabled in Toast Web > Takeout & delivery > Orders Hub > Order ready guest messaging, and the order must move from Active to Order Ready (manually or through an expediter KDS) to send the text. Order Ready text messaging is also unavailable for the area codes listed in the Order Ready section above. For full setup and troubleshooting, see Manage Order Ready Texts From the Orders Hub.

Also asked as:

- "Why didn't my order ready text send?"
- "The customer didn't get the order ready SMS."

What permission do I need to use Orders Hub?

Use of Orders Hub as a whole requires the 1.5 Pending Orders / Orders Hub Mode permission. Without this permission, employees cannot access Orders Hub at all. The Manage Online Orders prompt additionally requires the 3.29 Throttle Online Orders permission, and dispatching first-party delivery drivers requires the 2.1 Delivery Mode permission. Permissions are managed on the Jobs page in Toast Web. For details, see Get Help With Orders Hub.

Also asked as:

- "Which permission allows access to Orders Hub?"
- "How do I grant Orders Hub access to my employees?"

Why are scheduled orders auto-firing even though my settings say not to?

If scheduled orders are firing earlier than the configured time, or if scheduled orders are populating the KDS before the prep time begins, the cause is usually a mismatch between the auto-fire device settings, the prep-time configuration, or the kitchen and ticket setup. Confirm that auto-fire is configured on only one POS device. If the behavior persists after reviewing the settings, contact Toast Customer Care.

Also asked as: