Viewing order details

You can access detailed information for orders that are in any state from the Toast administration back-end. You can access order details from either the Order Details report or the Orders report.

  • To only view order details, choose Reports > Menus > Order details to open the Order Details report.

  • To view order details for a specific order and also gain access to additional information and actions for the order, choose Reports > Sales > Orders to open the Orders report.

To view order details using either option, you must have the Restaurant Admin > Sales Reports access permission.

To only view order details

  1. Access the Toast administration back-end.

  2. Choose Reports > Menus > Order Details.

  3. Specify the reporting time period and other filters, and then click Update.

    The report lists order details for every order that meets the filter criteria.

  4. Scroll through the report to review detailed order information for each order and its checks.

To view order details and access other options

  1. Access the Toast administration back-end.

  2. Choose Reports > Sales > Orders.

  3. Specify the reporting time period and other filters, and then click Update.

  4. Locate the order that you want to review.

    To help locate an order, you can click the column headings to change the sort order of the report, or change the data that is included on the report by selecting Show/hide columns.

  5. Click the row for the order that you want to review.

    The Order Details dialog opens. This example shows the order details for an order that is in the paid state.

    The Order Details Dialog for an order in the paid state.

Different options for viewing additional information or taking action are available based on the order's status. The following topics describe the actions you can take:

Working with open and paid orders

For orders in an open or paid state, the Order Details dialog includes links for you to access additional information or take action on the order:

  • Send to devices: This option manually sends the order to all Toast POS devices.

    After you select Send to devices for an open or paid order, to view that order on POS devices, select Payment Terminal and then either Open Checks or Paid Checks, respectively.

  • View Update History (if available): Available for orders opened within the last 14 days only. This option opens an auditing report that provides details about the selections made on specific POS devices.

  • Guest detail (if available): This option opens the Customer Details dialog, which provides information about this guest's experience at your location. Reported metrics include the total and average amounts spent and the number of visits. The date of the last visit and visit details also display.

  • Menu item name: This option opens a separate browser tab to the configuration page for the selected menu item.

  • Rewards Card number (if available): This option opens the Card Details dialog, which provides details about this guest's contact information, reward points balance, and transactions.

These links also appear for closed orders, with differences as noted in Working with closed orders.

Working with closed orders

For orders in a closed state, including cleared or purged orders from Toast POS devices, the Order Details dialog includes all of the same links that are available for orders that are open or paid. The following differences apply.

  • After you select Send to devices for a closed order, to view the order on POS devices, select Payment Terminal > Closed Checks.

  • The Order Details dialog also includes an additional link, re-open check, for each check that is associated with the order.

    The Order Details Dialog for a closed order .

When you select re-open check, the system changes the state of that check only to paid. The order remains in the closed state. This action also sends the order to all Toast POS devices.

To view the order on POS devices select Payment Terminal > Paid Checks. If a restaurant employee then selects an action on the device, the system changes the state of the check, the order, or both. For example, if an employee selects the check on the Paid Checks screen, then selects Update and adds items, the state of both the order and the check changes to open.

Viewing restricted orders

A restricted order is an order that has been closed for a long enough period of time that it is unlikely to need to be re-opened or require further editing. For example, at your location it would be very unlikely that you would change an order that was opened, paid for, and closed 90 days ago.

Restricted checks paid for with credit card, cash, or Toast gift cards can be refunded while restricted checks paid for with house accounts, third-party gift cards, or Other Payment types cannot be refunded. See Refunds for more information.

The Toast platform determines when the configured timeframe has elapsed for a closed order and updates its state to restricted automatically. When you view order details for a restricted order, a lock icon appears next to the order number.

The Order Details Dialog for a restricted order .

Restricted orders do not have the send to devices or re-open check links.

Once a check has been marked as restricted, its status cannot be changed to unrestricted. If necessary, Toast support can make the following changes to a restricted order:

  • Edit the number of guests.

  • Edit the revenue center.

Restaurant employees cannot make these changes.

To review the timeframe that the system uses to automatically assign the restricted state to closed orders you must have the Account Admin > Financial Accounts access permission. In the Toast administration back-end, choose Toast account > Financial Setup, and then review the value for the Restricted Check Period.