The driver pickup time is based on your takeout quote time + your delivery provider's estimated delivery time, not when you mark the food ready. Toast Delivery Services® schedules the driver to arrive at the end of your takeout quote window. To better match dispatch with prep, lower your takeout quote time. To learn how, see "Manage Your Quote Time Strategy".

If a single order shows a large unexplained gap between your ready time and the driver pickup time, the delivery provider may be experiencing dispatch delays — contact Customer Care to investigate that specific order.

Your guest sees a delivery time equal to your takeout quote time plus your delivery provider's estimated delivery time. The delivery provider (Uber Direct or DoorDash Drive) calculates and supplies the delivery portion. You cannot view the standalone provider delivery time before the order is placed; only the combined total appears to the guest.

For example, an order placed at 11:00 a.m. with a 15-minute takeout quote time and a 20-minute provider delivery time shows the guest an 11:35 a.m. expected delivery.

To learn how to set or adjust your quote times, see "Manage Your Quote Time Strategy".

Delivery is available during your takeout hours in your Online Ordering schedule. Toast Delivery Services® uses the same hours as your takeout schedule — they cannot be set separately at this time. To view or update your hours, navigate to Toast Web > Takeout & Delivery and scroll to the Online Ordering Hours section.

Yes, guests can schedule future Toast Delivery Services® orders. They select a future order time using the drop-down menu when placing an online order. Toast fires the order to the kitchen using your prep and delivery times, so it is delivered at the time the guest selected.

Note: Scheduled delivery orders are assigned a driver pickup time, not a drop-off time. Set guest expectations accordingly. To learn more, see "Schedule Future Orders".

You can switch the delivery provider that powers Toast Delivery Services® at any time in Toast Web. Follow these steps:

Expected outcome: Your selected delivery provider becomes active for all new orders once your changes are saved and published.

Note: The provider selected at the time the order is placed will fulfill that order. If you change your delivery provider, scheduled orders may still be fulfilled by the previous provider.

To enable Toast Delivery Services® for Online Ordering, navigate to Toast Web > Takeout & Delivery > Toast Online Ordering and scroll to the Delivery section. From there, you can enable Toast Delivery Services®. For full setup instructions and pricing details, see "Toast Delivery Services® Overview".

No. You cannot use your own delivery drivers and Toast Delivery Services® at the same time. Restaurants must choose one option for delivery — you cannot, for example, run Toast Delivery Services® on weekends and your own drivers on weekdays. To switch between the two, change your delivery configuration in Toast Web at Toast Web > Takeout & Delivery > Toast Online Ordering.

If your delivery configuration keeps reverting to Toast Delivery Services® when you try to switch to your own drivers, confirm that you saved and published your changes after each update. The configuration only takes effect once you publish.

If the setting still reverts, contact Customer Care so your account configuration can be reviewed.

No, you cannot remove takeout as a dining option while using Toast Delivery Services®. Both takeout and delivery must be enabled for guests placing online orders.

Your delivery radius is set automatically by your delivery provider. The default is 10 miles for both Uber Direct and DoorDash Drive (with the exception of New York City), measured as a straight-line ("crow flies") distance — not driving distance. The radius excludes major bridges, airports, and state lines.

Note: Your Toast Delivery Services® delivery radius may differ from your delivery radius on the Uber Eats or DoorDash consumer app.

An "Out of Delivery Range" error means the guest's address is outside your delivery provider's set radius. Check the following:

To offer free delivery for a limited promotion, set the Waive Fee Threshold on your delivery service charge to $1.00. This makes the delivery fee free to guests on any order of $1.00 or more. To update service charges, navigate to Toast Web > Payments > Service Charges.

Yes, you can change the default $3.99 delivery service charge to help offset Toast Delivery Services® delivery fees. To edit, log in to Toast Web and navigate to Toast Web > Payments > Service Charges, then update the delivery service charge.

Yes. You can set up multiple delivery fees with different waive thresholds so the fee drops off as the cart size grows. This encourages larger orders and helps offset small-order costs.

For example, with three delivery fees configured at different waive thresholds:

For setup instructions, see Toast Delivery Services® Overview.

A "Dispatch Failure" means the delivery provider could not assign a driver to your Toast Delivery Services® order. To fix it, select the order on the delivery screen and select the Request New Driver button (also called Redispatch) to attempt a new driver assignment.

For step-by-step instructions on the redispatch workflow in the Orders Hub, see Optimize Toast Delivery Services® POS Order Tracking Workflow.

A "Redispatch Failure" means the system could not reassign a driver after a previous attempt. In this case, cancel the order and have the guest re-enter the order to try again.

The "Order could not be updated" error means the delivery provider could not accept changes to the date or time of an existing delivery. Call Uber Direct at (866) 987-3750 or DoorDash Drive at (855) 222-8111 to update the date or time of delivery on the provider's side.

If your driver is more than 15 minutes late for pickup, first call the driver using the phone number listed on the order in your POS. If you can't reach the driver, contact your delivery provider directly:

You must call from the phone number on file in Toast to be connected to the driver.
​
​

​
​

For more on contacting your driver and finding order details in the POS, see Optimize Toast Delivery Services® POS Order Tracking Workflow.

The order ID, driver name, and driver phone number all appear on the POS order screen for your Toast Delivery Services® delivery. The information is visible in both the Payment Terminal and Orders Hub views. Reference the order ID when you contact the delivery driver or the delivery provider.
​
​

​
​

For step-by-step instructions, see Optimize Toast Delivery Services® POS Order Tracking Workflow.

If the driver picked up the order but the guest never received it, only the restaurant can choose to refund the guest. Once you've refunded the guest, contact your delivery provider to request reimbursement based on their refund matrix:

If you've refunded the guest but still need to remove the delivery fee to close the check, follow these steps:

Expected outcome: The delivery fee is removed from the check, and you can close the check.

To request a new driver for a Toast Delivery Services® order, select the order on the delivery screen and select the Request New Driver button. For full instructions on the redispatch workflow, see Optimize Toast Delivery Services® POS Order Tracking Workflow.

If DoorDash Drive or Uber Direct is sending drivers to the wrong pickup address for your Toast Delivery Services® orders, contact Customer Care so the address on file with the delivery provider can be reviewed and corrected.

If a cancelled Toast Delivery Services® order is still attracting drivers, the cancellation may not have propagated to the delivery provider. Contact Customer Care so the order can be confirmed as cancelled with Uber Direct or DoorDash Drive on the provider side.

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. For Uber Direct, additional support details are available in the Uber Direct support flow document.

Toast Delivery Services® withholds delivery fees and driver tips from your daily credit card settlement payouts on a per-order basis. When your credit card sales are processed, TDS delivery fees and tips are deducted before the remaining amounts are settled and deposited into your bank account. Order adjustments resulting in refunds are credited against later orders' withheld fees until the total is refunded.

For full details on withholding mechanics, refunds, cancellation fees, and reporting, see Toast Delivery Services® Billing FAQ.

You cannot refund a Toast Delivery Services® order entirely from inside Toast Web. The full refund involves the delivery provider, since the provider collects the delivery fee and driver tip — only the restaurant portion of the order can be refunded directly through Toast.

To start a refund:

For full refund details, see Toast Delivery Services® Billing FAQ.

If a Toast Delivery Services® check has missing items and you cannot open the check or adjust the payment to issue a refund, this is often because the check is in a restricted state — payments processed through the delivery provider's billing flow can lock the check from edits in the POS.

You will not be able to fix this directly in the POS. Contact Customer Care to refund the missing items.

To see how much Toast Delivery Services® has withheld from your payouts, run the TDS Billing Report in Toast Web. The report breaks down delivery fees, driver tips, and refunds applied to your batch.

For step-by-step instructions and reconciliation details, see Toast Delivery Services® Billing FAQ.

Toast Delivery Services® driver tips are tracked under an auto-generated TDS Driver employee profile, separate from your in-house staff tips. To exclude TDS driver tips from your daily sales summary, filter the Sales Summary report to exclude the TDS Driver employee.

For details on accessing reports and applying employee filters, see Access Reporting for Toast Delivery Services.

Toast Delivery Services® driver tips are reported under the auto-generated TDS Driver employee profile. To isolate TDS tips from your tip pool, run a Labor Summary or Sales Summary report and filter on this employee.

For instructions, see Access Reporting for Toast Delivery Services.

If Toast Delivery Services® orders are not firing to your Kitchen Display System (KDS), confirm that the Toast Delivery Services dining option is enabled on the KDS. Without this setting, KDS routing won't include TDS orders. For full instructions on routing by dining option, see Configure Ticket Routing and Filter Tickets on Your KDS Device.

To find reporting for Toast Delivery Services® orders, run a Sales Summary, Labor Summary, or TDS Billing report in Toast Web. The reports cover order counts, tips, fees, and billing data. For full report locations and steps, see Access Reporting for Toast Delivery Services.

Yes, you can use Toast Delivery Services® for delivery orders that started as phone-in (called-in) orders. The dispatch and tracking workflow works the same way as for online orders. To learn more, see Optimize Toast Delivery Services® POS Order Tracking Workflow.

No, guests cannot pay in cash with Toast Delivery Services®. Only debit and credit card payments are accepted.

Toast Delivery Services® can work for food trucks if you stay parked at a single, up-to-date pickup address and use DoorDash Drive as your provider. The address on the Restaurant Info page in Toast Web is sent to the driver for pickup, so a moving food truck won't work.

Note: Uber Direct does not support food truck pickups for Toast Delivery Services® at this time.

Yes, Toast Delivery Services® supports Catering and Events orders. To set this up, see the "Enable Toast Delivery Services® for Third-Party Ordering Partners" section in Optimize Toast Catering & Events.

Yes, Toast Delivery Services® supports alcohol delivery in select states where it is permitted by law. For a full list of eligible states, ID verification details, and setup steps, see Toast Delivery Services® Alcohol Delivery.

Important: All applicable menu items must be labeled as alcoholic items. If items aren't labeled correctly, your Toast Delivery Services® account can be deactivated. Restaurants should also review the Uber Direct and DoorDash Drive Merchant Terms for restrictions on the delivery of age-restricted items.

The Toast Delivery Services® driver is an auto-generated TDS Driver employee record created in your Toast account for reporting purposes — it is not a real person on your staff. The driver job title is Delivery Service Driver, and the employee does not need to clock in.

The TDS Driver employee can be set to either Hourly or Salaried:

The "Driver, TDS" entry on your Labor Summary is the auto-generated TDS Driver employee record used for Toast Delivery Services® reporting. It is expected that when you have TDS enabled and does not represent a real staff member. You don't need to clock anyone in or take action on it.

For details on TDS reporting and how to filter on or exclude this employee, see Access Reporting for Toast Delivery Services.

To add a delay to your Toast Delivery Services® orders, add a Takeout delay in Toast Web. TDS uses your Takeout quote time, so the delay applies automatically. The guest-facing quote time becomes your takeout quote time + the delay + the delivery provider's estimated delivery time.

For instructions on adding takeout delays, see Manage Online Order Volume (Delaying/Snoozing Orders).

Yes, Toast Delivery Services® guests receive automated text notifications about their order status. Guests get text updates, including:

These texts include a link to the guest's Toast order tracker, which shows the driver's name, photo, and phone number, plus the restaurant name and phone number.

Note: To see updates on the order tracker, the guest needs to refresh. The guest must be signed into their Toast account both when placing the order and when viewing the tracker to see the map and address — otherwise, they only see a delivery status bar.

For more on order tracking and SMS, see Toast Delivery Services® Order Status Tracking.

The restaurant receives guest data for Toast Delivery Services® orders the same way it does for any online order — including name, address, phone number, and special instructions. The delivery provider only receives the information it needs to fulfill the delivery.