Switching to Toast
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Opening a New Restaurant
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ONLINE ORDERING
A commission-free solution, totally integrated with your POS for real-time updates.
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1. What is an Order Processing Fee?
For participating merchants, the Order Processing Fee is a $0.99 fee that will be paid for by the guest when placing any orders via Toast Online Ordering, effective on the date stated in your email. “Toast Online Ordering” as used in this FAQ means Toast’s Online Ordering services, excluding Toast TakeOut. Please note that the Order Processing Fee and the questions addressed here apply only to merchants who have received an email offer for the new pricing solution.
2. What will the Order Processing Fee look like to my guests?
The Order Processing Fee will appear within the Taxes & Fees line item prior to completing checkout in Toast Online Ordering. When guests click on the information pop-up box (ℹ) next to Taxes & Fees, they will see the below explanation on the Order Processing Fee.
3. What types of orders will the Order Processing Fee apply to?
The Order Processing Fee applies to all orders placed through Toast Online Ordering (excluding Toast TakeOut). This includes any orders for gift cards or other items bought through your Toast Online Ordering channel. The Order Processing Fee will only apply to orders of $10 or more placed through Toast Online Ordering, before taxes and any other fees.
4. Where does the Order Processing Fee show up on reports and my credit card statement?
On your end, you will see the Order Processing Fee referred to as the Guest fee. You can see details about the Order Processing Fee in a couple of places:
Deposit Totals Overview - The $0.99 Order Processing Fee will be included in the Fees section of this report, referred to as the “Guest fee.”
Sales Summary Overview — A summary of all Service Charges, including Order Processing Fees, will appear as a separate line item called Guest fee on this report.
Service Charges Configuration - The Order Processing Fee will appear as an additional item called Guest fee on the Service Charges configuration page.
Credit Card Statement - The total amount of Order Processing Fees paid by guests for the month will appear as the line item "Guest fee adjustments" in the "Summary" section of your credit card statement.
5. How is the Order Processing Fee collected?
The $0.99 Order Processing Fee is collected from guests at checkout. Toast later collects Order Processing Fees from your restaurant (along with card processing fees) by deducting them from your settlement or debiting your settlement account by ACH, depending on your billing cycle:
Daily billing: If your location is configured with daily fee billing, the Order Processing Fees for the billing period are deducted from your daily deposit.
Monthly billing: If your location is configured with monthly fee billing, the Order Processing Fees for the billing period will be debited from your bank account by ACH on the last day of each month.
6. Will my guests be charged an Order Processing Fee if they are paying in cash for a Toast Online Ordering order?
Yes, all orders $10 or above (before taxes and other fees) completed by a guest through Toast Online Ordering will be charged the $0.99 Order Processing Fee. For orders paid in cash, regardless of your billing cycle the Order Processing Fees will be collected from you by debiting your settlement account by ACH on the last day of each month.
7. Do other digital products include an Order Processing Fee?
No, only orders placed through Toast Online Ordering will include the Order Processing Fee at this time.
8. What are card-not-present (CNP) transactions?
Any transaction where a card or digital wallet is not physically presented to be swiped/dipped/tapped on-premise for payment are deemed CNP. This includes digital transactions (e.g. Toast Online Ordering orders, delivery orders, Toast TakeOut, Toast Mobile Order & PayTM, Scan to pay) and keyed transactions (e.g. manually-entered, phone orders).
9. Will this new pricing solution affect my order volume?
In Toast’s experience, Guests are accustomed to paying online ordering fees and we expect minimal changes to your order volume as a result of the Order Processing Fee.
11. I do not want to participate in this program or change my current pricing. What do I do?
If you received an email offer for this program and don't want any of your locations to participate, please notify us by clicking the opt-out link in the email offer and follow the prompts on or before the deadline stated in the email. If you have multiple locations, and you wish to opt out for one or more locations, but not all of them, please reach out to toastpayments@toasttab.com on or before the stated deadline to opt out.
If you opt out of this pricing solution for any location, we will keep you on your pricing and fee structure in effect prior to the effective date of the pricing solution for that location. If you do not notify us by the deadline stated in the email offer, the Order Processing Fee will go into effect on the stated effective date in the email offer.
12. I no longer want to participate in this program and the opt-out deadline has passed. What do I do?
If you are a participating merchant and you decide after the opt-out deadline that you no longer wish to participate for any or all of your locations, please reach out to toastpayments@toasttab.com to discuss available options.
13. I have a question that isn’t on this FAQ
Please reach out to toastpayments@toasttab.com and we would be happy to help!