Question
Why are future DoorDash orders marked "Pending," "Paid," or "HOLD" in Toast?
Why are future orders coming from DoorDash tagged as “Pending” or “Paid” in Toast POS or are showing as “HOLD” on the kitchen display system (KDS)?
Why are my future DoorDash direct integration orders not immediately firing to the prep station or KDS, and showing as "Pending," "Paid," or "HOLD" instead?
Answer
Future orders from DoorDash's direct integration are designed to fire to your kitchen at just the right time, so your team can prepare them fresh for the customer's requested pickup or delivery time.
Your Toast system automatically calculates the Prep Time for each order. The order then auto-fires to your kitchen when the current time equals the expected fulfillment time minus the prep time.
For example, if a DoorDash order is expected at 3:37 p.m. and Toast calculates a 15-minute prep time, the order won't fire to your kitchen until 3:22 p.m. (3:37 p.m. - 15 minutes). This ensures the food is ready close to the customer's requested time. This also applies to orders scheduled for a future date.
Remove the HOLD status for future orders:
If you prefer that future DoorDash orders fire immediately to your kitchen rather than showing as HOLD on your KDS, we can work with DoorDash to adjust this.
By removing the Promise Date Field from DoorDash orders, future orders will fire to Toast with accurate prep times, just like your regular ASAP orders. Your guests can still place future orders on DoorDash, but they will be held on the DoorDash platform until the appropriate time for your kitchen to start preparing them.
If you'd like to remove the HOLD status for DoorDash orders, please reach out to Toast Support and we'll process your request.
For any further questions about DoorDash's auto-fire and prep time logic, please reach out directly to DoorDash Support at (855) 599-7066 or visit DoorDash Support.