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Auto-fire device stopped approving online orders

The webhook service checks for updates when:

  • An ONLINE restaurant is OFFLINE. Gone OFFLINE means the restaurant’s orders are pending. No order has been approved and auto-fired for fulfillment in the last five minutes. This indicates that there may be a network issue or other technical problems at the restaurant.

  • An OFFLINE restaurant is now ONLINE. Coming back ONLINE means the restaurant has approved and auto-fired at least one order in the last five minutes.

The restaurant_availability webhook sends updates when a restaurant's auto-fire device has stopped auto-approving orders for five minutes. The restaurant availability service runs every minute to check if at least one order has been abandoned, meaning it has not approved and auto-fired an order within a five minute period. For example, if your guest placed an order at 9:02 AM, and your restaurant stopped auto-approving orders at 9:02 AM, the service runs at 9:03 AM but does not fire a webhook event because only one minute has passed since the order was created and not approved. When the service runs at 9:07 AM and the order was still not been approved, the webhook event fires. For more information about auto-firing orders, see Setting up Order Auto-Firing.

Note

If you do not receive any restaurant_availability webhook events, the restaurant should be considered ONLINE. This assumes you are respecting the restaurant’s available operating hours for both ASAP and scheduled orders placed for future fulfillment.

Restaurants using Toast Online Ordering with Manual Approval or Approval Rules configured do not trigger webhook events with the AVAILABILITY_OFFLINE reasonKey. Only restaurants that choose to “Send orders directly to the kitchen” are included in the ONLINE and OFFLINE webhook alerts for this scenario. Restaurants can configure their approval options in the Toast administration back-end. These settings do not apply to online ordering integration partners. Orders sent via the orders API are immediately auto-fired to the kitchen. For more information, see Orders API Limitations.

Note

This limitation does not apply to the scenario when a restaurant turns a third-party online ordering channel on or off.