Note: This is only for Toast Delivery Services orders, and not Uber Eats or DoorDash integrated orders.
How do I find the order number, driver name, and phone number for a specific order on the POS?
Order and phone numbers can be viewed on the Delivery Mode or Orders Hub screens.
Note: Only Toast Delivery Services customers will receive an estimated arrival time for delivery drivers with the Orders Hub. For more information, visit the FAQ section of Managing Off-Premise Orders with Orders Hub.
What do I do if the driver is over 15 minutes late for a pickup or never arrives?
If your restaurant partners with DoorDash Drive for Toast Delivery Services orders, contact DoorDash Support through the Help tab in the DoorDash Merchant portal. DoorDash support can also be reached at (855) 222-8111.
If your restaurant partners with Uber Eats for Toast Delivery Services orders, contact Uber Eats Support by email at uberdirect@uber.com. Uber Eats support can also be reached at (866) 987-3750.
What if the driver picks up the order, but the guest never receives it?
If the driver picked up the order but the guest never received it, even if the order shows as delivered, you decide whether to refund the guest. Use your normal Toast refund flow to refund the guest.
Then request reimbursement from your delivery provider in Toast Web:
Navigate to Takeout & Delivery > Toast Delivery Services > TDS Provider Refunds.
Select New refund request and follow the guided flow. It shows the potential refund amount before you submit.
Your request shows as Pending while the provider reviews it. It then changes to Approved or Rejected. For more details, see the Toast Delivery Services® FAQ.