Toast POS: FAQs

Audience

Operators, Technical Teams, Account Managers, Engineers, & Product Teams

Description

This article is iterative and lists the most common FAQs we get from brands that are using Olo with integration to Toast POS.

FAQs 

1. Does Olo or Toast determine Tax?

• Toast is the final authority on charging tax thru a function called "Tax Validation". The tax that shows in Olo during the process of building a basket is called an "Estimation". Once moving on to Checkout, Toast POS responds with the correct tax according to the rules in Toast.
• Toast only allows separate Tax Rates to be assigned per location, and per menu. (Currently in 1/25/2021)

2. Where does pricing in Olo come from?

• If the automatic updater is on, Olo pulls prices from the POS that are initially shown to the guest while building their basket.
• If for some reason, the price reflected while building the basket is not the desired price, POS will send the correct price back to the guest on Checkout similar to the tax validation mentioned in Question #1.

3. What do I need to configure in Toast to support Discounts from Olo?

• Olo supports the use of Open Dollar Comps for our discounts. They are to be mapped in Olo using the Discount record GUID with "c*" as a prefix. For example, if you are using Discount GUID "00000000-0000-0000-0000-000000000000", the reference would be "C*00000000-0000-0000-0000-000000000000".
  • These are used for either $ off Discounts in Olo or % off Discounts in Olo (where Olo calculates the percentage and then sends that value down to POS to the open dollar Comp).
    
    

4. How do I control printing in Toast POS?

• All print routing rules in Toast are followed by the Dining Option and Item routing rules, just as they would for orders rung in through the POS.  This applies to both Kitchen Chit Printing and Guest Check printing. If an item is not printing where desired, item routing in Toast is likely the root cause.
• The articles below can be referenced for how to set up printing in Toast:
  • https://central.toasttab.com/s/article/How-do-I-ensure-scheduled-orders-and-online-orders-fire-automatically-to-the-kitchen-1492811100407
  • https://central.toasttab.com/s/article/Troubleshooting-Online-Orders-Not-Firing-To-Kitchen
  • https://central.toasttab.com/s/article/Prioritized-Printing-by-Menu-Item-1492786556340
  • https://central.toasttab.com/s/article/Print-Routing-by-Dining-Option 

5. Why does an order show as Hold?

• https://olosupport.zendesk.com/hc/en-us/articles/360045903991-Toast-POS-orders-are-showing-with-HOLD-in-red-on-the-kitchen-screen

6. What does Connected mean in the Dashboard for Toast?

• Currently (1/25/2021), Toast does not have a way for Olo to see if a location is actually online. When a location is pointed to Toast, it is assumed to be online. Toast does not provide any status of orders, and if they actually got sent to the location.

7. Can credit cards be separated into individual Payment Options?

• Yes. Once the "Other Payment Options" have been added in Toast, please reach out to [e-mail] to get them configured

8. Where will I see tips from guests on my checks once they are in Toast POS?

• Non-Dispatch/Rails Orders
  • Tips that are meant for in-store employees will show as gratuity on the check.
• Dispatch/Rails Orders
  • Dispatch Tips will be sent either as Service Charges or Menu items, based on how they are configured in Olo. Please see the article below:
    • https://olosupport.zendesk.com/hc/en-us/articles/360034939971-Toast-POS-Dispatch-Fee-and-Tip-Setup
  • Rails orders will not show Tips, as they are not provided by the Marketplace to Olo

9. When I refund an order in Olo, will Toast POS be updated automatically to reflect that refund?  

• No. All cards are processed above store and no updates are made to the order once it is fired to Toast.
  
  • Option 1 (2 steps)
    • Refund in Olo which communicates directly with the processor, but not POS.
    • Refund in POS and close the refund check to a generic Olo tender (only purpose is reporting parity and is restricted to same day refunds to accomplish that)
  • Option 2 (1 step)
    • Refund in POS and give cash back to the customer. In this case, no need to process in Olo as that would credit back the customer's credit card. This will not assure reporting parity.

10. Can I accept payment in-store with Olo or do all orders have to be pre-paid?

• Yes, you can accept unpaid orders that will be paid in-store.

11. Does Olo support Toast Combos?

• Yes, there is no difference in mapping between regular items and combo items with Toast.

12. Why are my orders firing when they are due for pickup?

• If there are Make Times set in Toast, and the estimated Make Time in Olo is greater than Toast, then Toast will hold the order until the order is due for pickup. The way around this is to set the API Make Time Override to be higher than the possible estimated make times in Olo. Please see the article below:
• https://central.toasttab.com/s/article/Online-Ordering-Advanced-Settings#Preptime

13. Why are items not showing in the Menu Viewer in Menu Admin?

• If an Item has been Saved and is still not showing in Menu Viewer after a Price Update has been run, verify that the item has been Published in Toast, and run the Price Update again.
• If an Item has been Saved and Published, and is still not showing in Menu Viewer, verify that the Price Update has completed. The Price Update may be delayed between 8:30AM-9:30AM and 3:30PM-4:30PM EST due to the platform-wide Price Update that is run for all brands.