Order statuses

An order status is assigned to an order as it progresses through Orders Hub. The number of orders in each status is located next to the status name.

Needs approval

The Needs Approval tab displays orders that need to be manually approved before they can be fulfilled. If you have enabled manual approval mode for online orders, then orders submitted through your Toast Online Ordering website or through the Toast TakeOut app are listed in the Needs Approval tab. Orders submitted through online ordering channels are automatically approved and will not appear in the Needs Approval tab. Orders Hub purges orders in the Needs Approval tab at the end of the business day.

You are notified of orders that are awaiting approval by:

An auditory noise.
A blue notification dot that appears in the Needs Approval tab. The number of orders that are awaiting approval is displayed.
A notification bell icon that appears to the left of the screen.

Each order entry in the Needs Approval tab displays the following information:

Check number.
Guest name, if available.
Guest phone number, if available.
Date and time when the guest placed the order.
Dining option. For example, Delivery or Pickup.
Dining behavior. For example, Delivery is displayed for off-premise orders.  
Order due time. The time when the order should be ready for delivery or pickup. If the order is due on another date which is not the current date, the date appears next to the due time.

Selecting a Needs Approval order entry displays detailed order information. The following information is available:

Check number.
Guest name, if available.
Tab name, if available. Tab name settings can be configured in Toast Web.
Guest phone number, if available.
Guest delivery address, if available.
Guest email address, if available.
Fulfillment type. This includes any special delivery instructions. For more information about delivery instructions, see Customizing Delivery and Pickup Instructions.
Guest delivery address, if available.
Menu item(s) in the order.
Order subtotal, tax, and total amount.
Service Charge (Svc), if applicable.

Note

Content in the tab name field may vary depending on the ordering method (for example using POS, or online ordering channel). Content may include online ordering channel order number and guest name.

In the detailed order information view, the following actions are available:

Print: This prints order information to the device’s assigned receipt printer. The Print button is not available for orders placed using online ordering channels.

Note

Updates made to third-party online orders are only updated locally on Toast devices and may not be reflected in the partner's ordering system.

Approve: Approves the order and moves it to either the Scheduled tab or Active tab depending on the requested fulfillment time.
Pay $: This opens the payment screen. The Pay $ button is only active when the guest has not paid for their order yet. An unpaid order can appear in the Needs Approval tab if a restaurant has set the option to accept cash payments for online orders and has enabled manual approval mode for orders. When the guest comes to pick up their order, they can pay in cash when they arrive at the restaurant.

Scheduled

The Scheduled tab displays orders that are scheduled to be fulfilled at a future date and time. An order whose requested fulfillment time is later than the current order quote time is considered a future order and is displayed under the Scheduled tab. Orders in the Scheduled tab are not purged until they are fired or canceled.

A Scheduled order moves to the Active tab only if both of the following conditions are satisfied:

A Toast POS device is configured to Autofire.
The prep time clock begins.

Each order entry in the Scheduled tab displays the following information:

Check number.
Guest’s name, if available.
Guest’s phone number, if available.
Date and time when the guest placed the order.

Firing time and date. The firing time is the same as the local device time. See the table below for a list of firing times, corresponding text colors, and example text descriptions.

The scheduled firing time displayed is dynamic, meaning it changes as the order gets closer to the firing time. For example, the text description on an order entry will change from “Firing 4/6, 2:00 PM” to “Firing in 52 minutes”.

Scheduled firing time	Text color	Example text description
Scheduled to fire in more than 1 hour	Grey	Firing 4/6, 4:38 PM
Scheduled to fire in 1 hour or less	Green	Firing in 58 min
Scheduled to fire in less than 1 minute	Green	Firing any second
Scheduled fire time has passed	Red	Firing in - 4 minutes

Dining option. For example, Delivery or Pickup.
Delivery status or payment status. For a full list of delivery statuses available for orders fulfilled by Toast Delivery Services (TDS), see Delivery by Toast Delivery Services Status Reference.
Dining behavior. For example, Delivery is displayed for off-premise orders.
Order due time. The time when the order should be ready for delivery or pickup. If the order is due on another date which is not the current date, the date appears next to the due time.

Selecting a Scheduled order entry displays detailed order information. The following information is available:

Check number.
Guest name, if available.
Tab name, if available. Tab name settings can be configured in Toast Web.
Guest phone number, if available.
Guest delivery address, if available.
Guest email address, if available.
Fulfillment type. This includes any special delivery instructions. For more information about delivery instructions, see Customizing Delivery and Pickup Instructions.
Toast Delivery Services (TDS) reference, if applicable.
Menu item(s) in the order.
Order subtotal, tax, and total amount.
Service Charge (Svc), if applicable.

In the detailed order information view, certain actions are available. Available actions may vary depending on the fulfillment type.

Print: This prints order information to the device’s assigned receipt printer.

Update: Update or edit an order on the Quick Order screen. The Update button is only available for orders placed on your restaurant’s Toast Online Ordering website, on the Toast POS app, or through a third-party online ordering partner. Any updates made to the order are sent to the kitchen. The order appears in the Scheduled tab until it is ready for fulfillment.

Note

Updates made to third-party online orders are only updated locally on Toast devices and may not be reflected in the partner's ordering system.

Schedule: Update scheduled orders. The Schedule button appears differently based on whether or not the order has been paid. If the order has been paid, the button is labeled Schedule. If the order has not been paid, the Schedule button is displayed as a calendar icon with no text. Both buttons open the Set Preparation Time modal.

The Schedule button opens the Set Preparation Time modal. Select your new preparation (prep) date and time. The prep time is defaulted to the setting in Toast Web. To update the prep time, select the new time in days, hours, and/or minutes. Select the Next button to go to the Date screen. If the prep time changed, the Date screen displays the new prep time and when the order will be ready. On the Date screen, select a new date or schedule the order for ASAP fulfillment. To save your changes, select the Select button. To close the modal, select Cancel.

After the order is updated, a notification appears at the bottom of the screen stating that the order has been updated.
Fire Now: Fire an approved order to the kitchen immediately instead of firing it closer to the fulfillment time. For more information about autofiring orders, see Setting up Order Auto-Firing.
Pay $: The Pay $ button is only active if the guest has not paid for their order yet.

Active

When you open the Orders Hub screen, the Active tab is the default view. The Active tab displays orders that are currently being prepared. To mark an Active order as Order Ready, select the Order Ready button. Orders Hub purges orders in the Active tab at the end of the business day.

Each order entry in the Active tab displays the following information:

Check number.
Guest name, if available.
Guest phone number, if available.
Date and time when the guest placed the order.
Dining option. For example, Delivery or Pickup.
Delivery status or payment status. For a full list of delivery statuses available for orders fulfilled by Toast Delivery Services (TDS), see Delivery by Toast Delivery Services Status Reference.
Dining behavior. For example, Delivery is displayed for off-premise orders.
Order due time. The time when the order should be ready for delivery or pickup. If the order is due on another date which is not the current date, the date appears next to the due time.

Selecting an Active order entry displays detailed order information. The following information is available:

Check number.
Guest name, if available.
Tab name, if available. Tab name settings can be configured in Toast Web.
Guest phone number, if available.
Guest delivery address, if available.
Guest email address, if available.
Fulfillment type. This includes any special delivery instructions. For more information about delivery instructions, see Customizing Delivery and Pickup Instructions.
Toast Delivery Services (TDS) reference, if applicable.
Name of delivery person, if available.
Phone number of delivery person if available.
Menu item(s) in the order.
Order subtotal, tax, and total amount.
Service Charge (Svc), if applicable.

In the detailed order information view, actions are available. Available actions may vary depending on the fulfillment type.

Print: This prints order information to the device’s assigned receipt printer.

Note

Updates made to third-party online orders are only updated locally on Toast devices and may not be reflected in the partner's ordering system.

Pay $: This opens the payment screen. The Pay $ button is only active when the guest has not paid for their order yet.
Order Ready: This signals that the order is ready for pick up or delivery and moves the order to the Order Ready tab. If order ready messaging is enabled, selecting the Order Ready button triggers Orders Hub to send a text message to the phone number associated with the order notifying them that their order is ready for pick up. Order ready messaging can be configured in Toast Web. If an order has been updated and moved back to the Active tab for fulfillment, once the order is marked as Order Ready, this triggers Orders Hub to send another text message.
Redispatch: This requests a new delivery person to deliver this order. The button is active as long as the order has not already been redispatched. The button can only be pressed once.

Order ready

The Order Ready tab displays orders that are ready for pickup or delivery. To complete an order, select the Complete button to move it to the Completed tab. Orders Hub purges orders in the Order Ready tab at the end of the business day.

Each order entry in the Order Ready tab displays the following information:

Check number.
Guest’s name, if available.
Guest’s phone number, if available.
Date and time when the guest placed the order.
Dining option. For example, Delivery or Pickup.
Delivery status or payment status. For a full list of delivery statuses available for orders fulfilled by Toast Delivery Services (TDS), see Delivery by Toast Delivery Services Status Reference.
Dining behavior. For example, Delivery is displayed for off-premise orders.
Order due time. The time when the order should be ready for delivery or pickup. If the order is due on another date which is not the current date, the date appears next to the due time.

Selecting an Order Ready order entry displays detailed order information. The following information is available:

Check number.
Guest name, if available.
Tab name, if available. Tab name settings can be configured in Toast Web.
Guest phone number, if available.
Guest delivery address, if available.
Guest email address, if available.
Fulfillment type. This includes any special delivery instructions. For more information about delivery instructions, see Customizing Delivery and Pickup Instructions.
Toast Delivery Services (TDS) reference, if applicable.
Name of delivery person, if available.
Phone number of delivery person, if available.
Menu item(s) in the order.
Order subtotal, tax, and total amount.
Service Charge (Svc), if applicable.

In the detailed order information view, the following actions are available:

Print: This prints order information to the device’s assigned receipt printer.

Note

Updates made to third-party online orders are only updated locally on Toast devices and may not be reflected in the partner's ordering system.

Pay $: This opens the payment screen. The Pay $ button is only active when the guest has not paid for their order yet.
Redispatch: This requests a new delivery person to deliver this order. The button is active as long as the order has not already been redispatched. The button can only be pressed once.
Complete: This moves the order to the Completed tab. The Complete button is only active when the guest has paid for their order. If the guest hasn’t paid for their order yet, the button is inactive.

Completed

The Completed tab displays orders that have been completed. When an order is marked as Completed, guests can pick up their takeout order, or drivers can collect orders for delivery. To mark an order as Completed, select the Complete button in the order detail view. The order moves to the Completed tab. Orders Hub purges orders in the Completed tab at the end of the day.

Each order entry in the Completed tab displays the following information:

Check number.
Guest’s name, if available.
Guest’s phone number, if available.
Date and time when the guest placed the order.
Dining option. For example, Delivery or Pickup.
Delivery status or payment status. For a full list of delivery statuses available for orders fulfilled by Toast Delivery Services (TDS), see Delivery by Toast Delivery Services Status Reference.
Dining behavior. For example, Delivery is displayed for off-premise orders.
Order due time. The time when the order should be ready for delivery or pickup. If the order is due on another date which is not the current date, the date appears next to the due time.

Selecting a Completed order entry displays detailed order information. The following information is available:

Check number.
Guest name, if available.
Tab name, if available. Tab name settings can be configured in Toast Web.
Guest phone number, if available.
Guest email address, if available.
Guest delivery address, if available.
Fulfillment type. This includes any special delivery instructions. For more information about delivery instructions, see Customizing Delivery and Pickup Instructions.
Toast Delivery Services (TDS) reference, if applicable.
Name of delivery person, if available.
Phone number of delivery person, if available.
Menu item(s) in the order.
Order subtotal, tax, and total amount.
Service Charge (Svc), if applicable.

In the detailed order information view, the following actions are available:

Print: This prints order information to the device’s assigned receipt printer.

Note

Updates made to third-party online orders are only updated locally on Toast devices and may not be reflected in the partner's ordering system.

Reopen: This reopens the order and moves it to the Active tab. Reopened orders that are marked as Order Ready trigger another text message.