When a Toast Delivery Services® (TDS) order runs into trouble — a late driver, an undelivered order, a dispatch failure, or a refund request — this article tells you who to contact and what to do based on what you and your guest are seeing.

Note: You must always reference the Uber Direct or DoorDash Drive Order ID when contacting your delivery driver or delivery provider for support. To learn how to find this ID, see Locate the Toast Delivery Services® Order ID below.

To troubleshoot specific errors such as "Dispatch Failure" or "Out of Delivery Range," see Toast Delivery Services® FAQ. To learn immediately when Toast or a delivery provider is experiencing a service disruption, subscribe to incident updates at status.toasttab.com.

Use the scenarios below to decide whether to contact the driver, your delivery provider, or Toast Customer Care. In every case, have your Uber Direct or DoorDash Drive Order ID ready.

Your guest contacts you saying the estimated delivery time has passed but the order has not arrived, or you see that the driver is late picking up, the driver is late delivering, or the delivery status has changed to Undeliverable.

If a delivery driver has been assigned, call the driver at the phone number that appears below the driver's name in the Orders Hub. You must call the driver from your restaurant's phone number as listed in Toast Web, or you will not be connected.

If a driver has not been assigned, or you cannot reach the assigned driver, call your delivery provider:

Your guest contacts you saying their food was never delivered or arrived more than 20 minutes late, that the wrong order was delivered, or that items were missing. On your side, the order status may have changed to Delivery Canceled, or no driver was assigned by the order's due time.

Call your delivery provider:

Then take the recommended action:

Your guest asks for a refund because their order was never delivered, was delivered more than 20 minutes late, was the wrong order, or had missing items. This is also the path to follow when you want to request a refund for the same reasons.

Email your delivery provider:

Then take the recommended action:

For what you are eligible to be refunded, see the Uber Direct Refunds Matrix or the DoorDash Drive Refunds Matrix.

Your guest contacts you saying their food was never delivered and their order tracker or SMS status changed to delivery failed. On your side, the order status changes to Dispatch Failed, or Uber Direct has no record of the order.

Contact Toast Customer Care and inform them there has been a dispatch failure on a Toast Delivery Services® order. Then refund your guest for the order, or ask whether they would like to place a pickup order instead of delivery.

Note: When the provider ID field for an order is blank, it usually indicates a dispatch failure. See Locate the Toast Delivery Services® Order ID below.

When your guest contacts Toast Guest Support, no action is needed from you. The Toast team engages directly with Uber Direct or DoorDash Drive, secures the refund on your behalf, and passes it to the guest while keeping you notified. For more information, see Toast Delivery Services® Terms & Conditions.

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The Uber Direct and DoorDash Drive Order IDs are available in the Orders Hub on the Toast POS and on the Order Details pop-up of the Orders report in Toast Web. Reference this ID whenever you contact a driver or delivery provider.

Note: The Uber Direct Order ID is five characters, for example 5d187. The DoorDash Drive provider ID is 10 digits.

If there is a dispatch failure for a Toast Delivery Services® order, the provider ID field is blank.

To find the Toast Delivery Services® Order ID in the Orders Hub, navigate to Orders Hub > select the order > View Delivery Provider ID.

Note: If no Provider ID appears in Order Details, locate the delivery order via Reports > Sales > Orders and open the Orders Hub entry, which lists the Delivery Provider ID.

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You may be eligible for a full or partial refund from Uber Direct or DoorDash Drive for the order value of your Toast Delivery Services® order when there is a delivery issue. For what is covered, see the Uber Direct Refunds Matrix or the DoorDash Drive Refunds Matrix.

Note: Uber Direct and DoorDash Drive never refund your guest directly. To refund your guest, issue the refund on the Toast POS, then separately request reimbursement for your restaurant from the delivery provider.

When you email your provider, include your restaurant name, delivery provider ID, order date, guest name, and the reason for the request. You can use the templates below.

To: uberdirect@uber.com

Subject: Refund Request for {insert Uber Direct Order ID}

Body: To Uber Direct Customer Support — I'm writing to request a refund for Uber Direct order {insert Uber Direct Order ID} that {insert reason, for example "was never delivered"}.

To: drive-support@doordash.com

Subject: Refund Request for {insert DoorDash Drive Order ID}

Body: To DoorDash Drive Customer Support — I'm writing to request a refund for DoorDash Drive order {insert DoorDash Drive Order ID} that {insert reason, for example "was never delivered"}.

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For live order issues such as a delayed driver or an urgent cancellation, contact your delivery provider directly.

For non-urgent matters such as refund requests, email your provider using the templates above.

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