In this Article:
Get Help With Toast Delivery Services® Orders
Note: You must always reference the Uber Direct or DoorDash Drive Order ID when contacting your delivery driver or delivery provider for support.
Check out our Toast Delivery Services® Troubleshooting & FAQ article for more information on how to troubleshoot issues you might be encountering. Additionally, subscribe to our incident updates and learn immediately when Toast or Uber Eats might be experiencing service disruptions.
| Guest Experience | Restaurant Experience | Recommended Action |
|---|
| Your guest contacts you saying the estimated delivery time has passed but their order hasn’t been delivered. |
- Driver is assigned but is late picking up an order.
- Driver picked up an order but is late delivering it.
- Delivery Status changes 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.
If a delivery driver has not been assigned or you are unable to reach the delivery driver, call your delivery provider:
- Uber Direct: (866) 987-3750
- DoorDash Drive: (855) 222-8111
|
Your guest contacts you saying their food was never delivered or delivered more than 20 minutes late.
Your guest contacted you saying the wrong order was delivered or that there were missing items. | The status of a Toast Delivery Services order changes to Delivery Canceled.
Driver is not assigned to an order by the due time of the order |
Call your delivery provider:
- Uber Direct: (866) 987-3750
- DoorDash Drive: (855) 222-8111
Recommended action:
- Request a new driver if your guest’s delivery was canceled or if the wrong order was delivered.
- Request a refund if your guest’s delivery was more than 20 minutes late or if there were missing items.
|
Your guest contacts you asking for a refund for one of the following reasons:
- Never delivered
- Delivered more than 20 minutes late.
- Wrong order delivered
- Missing items
| You would like to request a refund for a Toast Delivery Services order for one of the following reasons:
- Never delivered
- Delivered more than 20 minutes late.
- Wrong order delivered
- Missing items
|
Email your delivery provider:
Recommended action:
- Provide the Uber or DoorDash Order ID and request a refund.
- Provide a partial or full refund for your guest.
|
| Your guest contacts you saying their food was never delivered, and their order tracker or SMS status changed to delivery failed. |
The status of a Toast Delivery Services® order changes to Dispatch Failed.
Uber Direct does not have a record of an order that was placed.
|
Contact Toast Customer Care:
Recommended action:
- Inform Toast Customer Care that there has been a dispatch failure on a Toast Delivery Services Order.
- Refund your guest for their order or ask them if they would like to place a pickup order instead of delivery.
|
| Your guest contacts Toast Guest Support |
No action needed from you.
|
The Toast team will engage directly with Uber Direct or DoorDash Drive, secure the refund on your behalf, and pass it to the guest efficiently — all while keeping you notified. For more information, see Toast Delivery Services Terms & Conditions.
|
Locate Toast Delivery Services® (TDS) Order ID
The Uber Direct and DoorDash Drive Order IDs are both available in the Orders Hub on the Toast POS or on the Order Details pop-up on the Orders Report in Toast Web.
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Locate the Toast Delivery Services® Order ID in Toast Web
- Navigate to Toast Web, then select Reports > Sales > Orders.
- Locate the order and select View Delivery Provider ID on the Order Details.
Note: the Uber Direct Order ID will be five characters, as highlighted below. Example: 5d187. The DoorDash provider ID will be 10-digits.
If there is a dispatch failure for a Toast Delivery Services® order, the provider ID field will be blank.
Locate the Toast Delivery Services® Order ID on Orders Hub
To find the Toast Delivery Services Order ID in Orders Hub, navigate to Orders Hub > Select Order > View Delivery Provider ID.
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Request a Refund From My Toast Delivery Services® Provider
You may be eligible to receive a full or partial refund from Uber Direct or DoorDash Drive for the order value of your Toast Delivery Services® order if there is an issue with your delivery. Note: Uber Direct and DoorDash Drive will never refund your guest directly. If you want to refund your guest, you must do so on the Toast POS itself, and subsequently you will need to request a refund for your restaurant from the delivery provider. For more information on what you will get refunded, see Uber Direct Refunds Matrix or DoorDash Drive Refunds Matrix.
Ensure that you include your restaurant name, delivery provider ID, order date, guest name, and the reason for your refund request in the email. You may use the template below:
Uber Direct Email Template for Refund Requests
- 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 refund request - e.g. was never delivered}.
- Restaurant Name:
- Uber Order Number:
- Order Date:
- Guest Name:
- Reason:
DoorDash Drive Email Template for Refund Requests
- 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 refund request - e.g., was never delivered}.
- Restaurant Name:
- DoorDash Order Number:
- Order Date:
- Guest Name: Reason:
