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FAQ

What is the guest-facing fee?

For participating merchants, there will be a $0.99 guest-facing fee, called the “Order processing fee”, that will be paid for by the guest when placing any orders via Toast Order & PayTM, effective on the date stated in your email offer as a participating merchant. As described below, however, you may elect to absorb the Order processing fee on behalf of your guests. The Order processing fee will appear as a “Service Charge” for each guest when they are checking out on any Toast Order & PayTM order. Please note that the Order processing fee and the questions addressed here apply only to a limited pool of merchants participating in the Order processing fee program. 

Where will the Order processing fee be shown on my end?

You can see details about the Order processing fee on the Service Charges configuration page: 

  • Service Charges Configuration - The Order processing fee will appear as an additional item on the Service Charges configuration page.



What will the Order processing fee look like to my guests?

The Order processing fee will show up prior to completing checkout and on receipts for all Toast Order & PayTM orders as an Order processing fee. There will be an information pop-up box (ℹ) next to the Order processing fee line that explains to the guest that the Order processing fee is collected by Toast for orders placed when using Toast Order & PayTM and is included in the total that reads “This fee helps Toast to cover its operational costs for supporting a digital order and payment platform.”



What does the Order processing fee apply to?

The Order processing fee applies to all orders placed through Toast Order & PayTM. This includes any orders for gift cards or other items bought through your Toast Order & PayTM channel.



How is the Order processing fee collected by Toast? 

The $0.99 Order processing fee is collected from guests at checkout  (see below regarding how you may opt to absorb the fee on behalf of your guests). Toast later collects the Order processing fee from your restaurant (along with card processing fees) by debiting your settlement account by ACH on the last day of each month.



Do other Mobile Dining Solutions include an Order processing fee?

No, only orders placed through Toast Order & PayTM  will include the Order processing fee at this time.

         

  

Can I split the Order processing fee with my guests?

The Order processing fee can’t be split. However, you can choose to absorb the entire Order processing fee yourself and not pass it on to your guests.



How do I turn off the Order processing fee for my customers and elect to pay it myself instead?

You have the option of turning off the pass-through of the Order processing fee to your guests and have your restaurant pay the fee instead. To make this change, you can follow the steps outlined below under “How do I pay the Order processing fee instead of my guests?”



PLEASE BE AWARE

  • If you decline to apply the Order processing fee to your guests, you will remain responsible for the $0.99 Order processing fee for all orders placed through Toast Order & PayTM.

  • Toast will collect the applicable amounts directly from you for such orders by ACH transfer or deduction from your daily deposit (as described above).

  • If you want to resume passing the Order processing fee through to your guests, unarchive the Toast Digital Ordering Fee using the same instructions described below.



How do I pay the Order processing fee instead of my guests?

To have your restaurant pay the Order processing fee to Toast instead of having your guests pay it:

  1. Visit the “Service Charges” page on your Toast back-end.

  2. Go to the “Order processing fee” row.

  3. Click the 3 dots on the right hand side and click on “Archive.”

When you archive the Order processing fee, Toast will continue to collect the fee from your restaurant and it will no longer appear to your guests when an order is placed through Toast Order & PayTM , the new setting will go into effect immediately for all future Toast Order & PayTM orders, unless you change it again later.



I archived the Order processing fee — how can I have my guests pay the Order processing fee again?

If you elected to have your restaurant pay the Order processing fee  but wish to revert this change and instead have your guests pay the Order processing fee:

  1. Visit the “Service Charges” page on your Toast back-end.

  2. Click on “Show Archived.”

  3. Go to the “Order processing fee” row.

  4. Click the 3 dots on the right hand side and click on “Undo Archive.”

Once you change it, the new setting will go into effect instantly for all future Toast Order & PayTM orders, unless you change it again later.



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. online orders, delivery orders, Toast TakeOut, Toast Order & PayTM, Scan to Pay) and keyed transactions (e.g. manually-entered, phone orders).



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 to be a participating merchant, please email our team by the deadline stated in the email offer at [email protected] to opt out of the Order processing fee, and we will keep you on your pricing and fee structure in effect prior to the planned implementation of the Order processing fee. If you do not contact our team to opt out 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.  



I no longer want to participate in this program. 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, please reach out to [email protected] to discuss available options. 



I have a question that isn’t on this FAQ

Please reach out to [email protected] and we would be happy to help!