Manage Off-Premise Orders With Orders Hub

 

This will take you to your Orders Hub screen (pictured below with both no pending orders).

 

 

Orders Hub can be used on a non auto-fire device, however, at least one Toast POS device in the restaurant must be configured to auto-fire. To learn how to set this up, check out this guide.

 

• Details based on the dining option selected

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Needs Approval Tab in Orders Hub

The Needs Approval tab displays orders that need to be manually approved before they can be fulfilled. If you have enabled manual approval mode for orders, then orders submitted through your Toast Online Ordering page and Local by Toast will appear here for approval. All orders coming through third-party partners will automatically be approved, even if you use manual approval mode. If a new order comes in that needs approval, a blue dot will appear on the Needs Approval tab. There will also be a ping that will notify the employee that there is a new order, and the Toast notification bell will appear on the top left of the screen. 

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Scheduled Tab in Orders Hub

The Scheduled tab will show orders that are scheduled to be fulfilled at a future date and time. A scheduled order will move over to the Active tab automatically when the prep time clock for the order is triggered and as long as there is an auto-fire device set up in the restaurant (see the note above).

 

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Active Tab in Orders Hub

The Active tab is the default view for the Orders Hub and will display all orders that are currently being prepared at your restaurant. The total number of active orders will appear on the tab. By selecting the Order Ready button on each order, the order gets marked as ready and gets moved to the Order Ready tab.

 

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Order Ready Tab in Orders Hub

Orders that are marked as ready are displayed in the Order Ready tab. Orders moved to the Order Ready tab during the business day will be purged at the end of the business day. The same will occur for orders that are still in the Needs Approval, Active, Order Ready, and Completed tabs by the end of the business day. To complete an order and move it to the Completed tab, select Complete on the individual order. 
 

 

Note that an order will not be able to be marked as complete if there is an outstanding payment on the order. A blue Pay button with the total amount due will appear on the order as a result. Learn more about Order Ready text messaging here: Manage Order Ready Texts From the Orders Hub.
 

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Completed Tab in Orders Hub

The Completed tab will display all orders that have been completed.
 

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On-Premise Orders

Toast now allows Orders Hub customers to filter and show dine-in orders (or on-premise orders) on the Orders Hub. Customers will be able to filter orders by the Dine In dining behavior, as well as off-premise dining behaviors (including Takeout, Delivery, and Curbside). No behavior means that the dining behavior is set to none. Customers can also select Unassigned as a filter if there is no dining option assigned. Note: The off-premise dining behaviors filters will be selected by default. Orders Hub will only show on-premise orders when you select Dine-in (or unselect all filters). To learn more about how to set up dining options, check out this article Configuring Custom Dining Options. For detailed information on filtering between on and off-premise orders, check out Toast's technical documentation: Filtering Orders.

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Manage Orders

With Orders Hub, you can easily manage each order individually without leaving the screen. By selecting the order, you can see information regarding the order, including guest name, dining option, order items, payment status, and order fulfillment status. Different buttons will show up on the order depending on the status of the order (or the tab the order is in) and the fulfillment type. The below actions are available depending on the order status:

 

Button	Tab	Action	Button Image
Print	Active, Scheduled, Needs Approval, Order Ready, Completed	Print a receipt with order information.
Update (important note below)	Active, Scheduled, Needs Approval, Order Ready, Completed	This allows you to update or edit an order in the Quick Order Screen. Updates to an order are sent to the kitchen as well.  Items and orders can be voided in the Orders Hub by selecting the Update button. To learn more about voiding and how it affects the order status, check out the FAQ below.
Order Ready	Active	Denotes that the order is ready for pickup and/or delivery.
Complete	Order Ready	This moves the order to the completed tab. If the order is unpaid, this button will appear greyed out until the order is paid.
Redispatch	Active, Order Ready	This requests a new driver to deliver the order and can be used for Toast Delivery Services.
Fire Now	Scheduled	Fire an approved order to the kitchen immediately instead of having the system fire it based on quote time and prep time configuration. The Fire Now button will only be used on the auto-fire device (it will appear on other devices, but will be disabled).
Pay	Active, Scheduled, Needs Approval, Order Ready	The Pay button will only appear if the order is unpaid.
Approve	Needs Approval	Approves the order and moves it into the Scheduled tab or Active tab based on firing time.
Reopen	Completed	Reopens the order and moves it to the Active tab. This can be used if the order needs to be remade, updated, or voided.

 

Important Note on Updating Orders: Though you can update orders through the Orders Hub, you cannot update third-party orders from our partners. Updating an order will cause reporting on Marketplace Facilitator Taxes to change. For refunds, please make sure to contact the partner directly. If a guest would like to add something to an order, please create a new order for them and take a new payment.

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Manage Third-Party Orders in Orders Hub

Manage Third Party Orders is currently in limited release with select customers. Check back soon for updates!

 

1. Select the Manage Online Orders button on the Orders Hub screen. 
2. Navigate to the Third Party Orders tab.
3. Select the third-party online ordering channel you want to turn off or on. 
4. Select the Okay button to save your changes or the Cancel button to cancel from the dialog box.

 

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Contact Your Uber Eats Guest or Driver 

If you need to contact a guest or driver, for example, to notify a guest about an allergy concern or to inform a driver about a forgotten item, you can find their contact information directly in the Uber Eats order details within Orders Hub. Each order includes a phone number and a corresponding PIN. When you call the number, enter or provide the listed PIN to connect with the guest or driver.

 

 

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Multi-selecting Orders in the Orders Hub

You can multi-select orders in the Orders Hub. You will be able to either bulk print, print to the kitchen, fire tickets to the kitchen, or change Orders Hub status (i.e., changing status from Order Ready to Completed) for multiple orders at once. This will greatly increase the efficiency and productivity in your restaurant, especially for high-volume restaurants that need to do bulk updates. To multi-select orders, long-press on the order to see the actions on the Orders Hub screen. You can tap multiple orders to select them or use Select All. To learn more about multi-selecting orders in the Orders Hub, check out Toast's technical documentation: Multi-selecting Orders.

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Orders Hub FAQ

I use Toast Delivery Services. How do I know if a driver delivered the orders?

The Orders Hub will display different colored indicators on the order to show the order's progress:
 

Status	Color	Description
Driver Requested	Blue	A new driver has been requested and dispatched to pick up the order.
En Route to Restaurant - ETA HH:MM	Blue	The driver has been assigned to the order and is on their way to pick it up
Here for Pickup	Blue	The driver has arrived at the restaurant and is ready to pick up the order.
Dropping off - ETA HH: MM	Blue	The driver is en route to the delivery address and will drop off the order by an estimated time.
Delivered	Blue	The driver delivered the guest's order. Once this occurs, the order gets automatically completed.
Delivered Cancelled	Red	The driver previously assigned to pick up this order has canceled the pickup. Select the Redispatch button on the order to request a new driver for the order. An additional delivery fee may be charged.

 

My restaurant uses our own drivers for deliveries. How do I dispatch drivers and manage delivery orders with Orders Hub? 

1. When a delivery order in Orders Hub is ready to be dispatched to one of your drivers, select Complete on the order in the Order Ready tab. 

2. A new screen will appear, prompting you to select Dispatch Driver. Once selected, the Delivery Mode screen will appear. 

3. Select the Dispatch Driver button on the top-right corner of the screen. 

4. Then, select the driver you are dispatching the order to and select Ok. 

5. Once that's done, the order will move to the En Route tab on the top navigation of the Delivery Mode screen, and the previous Unassigned status on the order will be updated to En Route in the Orders Hub. 

6. Once the order is delivered to your guest, select Complete in the Orders Hub. This will move the order to the Completed tab in the Orders Hub, and to Delivered on the Delivery Mode screen. 

Note: You must have the 2.2 Update All Delivery Orders or be assigned as a driver to be able to mark the order as complete. For more information on user permissions, see this article: Permissions Reference Guide.

I allow my guests to schedule orders for the future, but they aren't being sent to the kitchen when they should be. Why is that?

This means you haven't set up an auto-fire device. Scheduled orders will still appear on the tab; however, when the order is ready to be prepped, the order will remain in the Scheduled orders tab, the order won't be able to be fired to the kitchen (as the Fire Now button will be inactive), and the order won't show up on a KDS or print. Toast recommends having one auto-fire device setup. If that's done, that device will have the ability to use the Fire Now button, and the order will automatically print and be sent to the kitchen based on the prep times and quote times configured. 

Can I filter orders and make it easier to find the order I'm looking for?

Yes, you can easily use filters to find orders. To do so, select the filter button while on any tab. A new filter pane will appear where multiple filters can be selected. Here you can filter by paid status, dining behavior, and dining option. 

A guest called and asked to cancel an order they placed through our Online Ordering page. What should I do?

When an order is placed online and needs to be canceled, then the order will need to be voided. 

To void an unpaid order:
 

1. 1. Select the Update button on the order in Orders Hub. Select Edit Check. 

   2. The Quick Order screen will appear. 

   3. Select the three vertical dots (overflow menu) on the top right of the Quick Order screen. 

   4. Select Void Order and then select the Reason for the void. 

   5. The order will then get removed from the Orders Hub. 

Voiding a paid order:
 

1. 1. Select the Update button on the order in Orders Hub. Select Edit Check. 

   2. The Quick Order screen will appear. 

   3. Navigate to the Pay screen and select the payment. 

   4. Select Void to void the payment first. 

   5. Once that's done, select the three vertical dots (overflow menu) on the top right of the Quick Order screen. 

   6. Select Void Order. 

   7. The order will then get removed from the Orders Hub. 

Note: For orders placed through a third-party partner, you can follow the steps above for any orders placed through Uber Eats only. You cannot void or cancel an order from DoorDash or GrubHub within Toast POS. If a guest would like to cancel an order they placed through either of these partners, they will need to contact the partner directly. 

If an order is completed on a KDS, does it automatically move the order over to the Order Ready or Completed tab?

Not, currently. Toast recommends having a device dedicated to the Orders Hub to manage all off-premise orders. 

Can I switch the Orders Hub to dark mode?

Yes, you can easily change to dark mode in Device Setup on your device. Learn more about it here Customize Your POS Experience. 

Why can't I use the Orders Hub on my Elo V1 device?

Due to the advanced functionality of the feature, the Orders Hub is not compatible with Elo V1 devices. The Orders Hub will be available if you have an Elo V2 or newer. 

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