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FAQ

What is a guest fee?

For participating merchants, the guest fee is a $0.99 fee that will be paid for by the guest when placing any orders via Toast Online Ordering or Toast TakeOut effective April 1, 2022 (“Guest Fee”). As described below, however, you may elect to absorb the Guest Fee on behalf of your guests. The Guest Fee will appear as a “Service Charge” for each guest when they are checking out on any Digital Order. “Digital Order” as used in this FAQ means both Toast TakeOut and Toast’s Online Ordering services. Please note that the Guest Fee and the questions addressed here apply only to a limited pool of merchants participating in the Guest Fee program. 


Where will the Guest Fee/Service Charge be shown on my end?

You can see details about the Guest Fee/Service Charge in a couple of places:

  • Deposit Totals Overview — Digital Orders will appear as separate rows under “Visa / Mastercard / Discover / American Express” on this report. These new rows will be labeled “VMD Digital Ordering (Incl. $0.99 Guest Fee)” and “Amex Digital Ordering (Incl. $0.99 Guest Fee).”

  • Sales Summary Overview — A summary of all Service Charges, including Guest Fees, will appear as a separate line item on this report.

  • Service Charges Configuration - “Toast Digital Ordering Fee” refers to the Guest Fee and will appear as an additional item on the Service Charges configuration page.


What will the Guest Fee look like to my guests?

The Guest Fee will show up prior to completing checkout and on receipts for all Digital Orders as “Service Charges.” There will be an information pop-up box (ℹ) next to the Service Charge line that explains to the guest that the Guest Fee is collected by Toast for orders placed when using Digital Ordering channels and is included in the subtotal.


What does the Guest Fee apply to?

The Guest Fee applies to all orders placed through Toast Online Ordering or Toast TakeOut. This includes any orders for gift cards or other items bought through your Toast Online Ordering or Toast TakeOut channels.


How is the Guest Fee collected by Toast? 

The $0.99 Guest Fee is collected from guests at checkout (but see below regarding how you may opt to absorb the fee on behalf of your guests). These fees are later deducted or ACHed from your restaurant by Toast along with card processing fees based on your billing cycle.

  • Daily Billing: If your location is configured with Daily fee billing, the Guest Fees for the billing period are deducted from your daily deposit.

  • Monthly Billing: If your location is configured with Monthly fee billing, the Guest Fees for the billing period will be ACHed from your bank account on the last day of each month.


Will my guests be charged a Guest Fee if they are paying in cash for a Toast Online Ordering or Toast TakeOut order?

Yes, all orders completed by a guest through Toast Online Ordering or Toast TakeOut will be charged the $0.99 Guest Fee. For orders paid in cash, these fees will be collected from you via ACH on the 4th or 5th of the following month.


Do other digital products include a Guest Fee?

No, only orders placed through Toast Online Ordering or Toast TakeOut will include the Guest Fee at this time.


Are card processing fees charged on the Guest Fee?

Yes, card processing fees are charged on the total ticket amount, which includes the Guest Fee for digital orders. You will see your online processing fee listed as X + $1.14 (where X is the applicable CNP processing rate as specified in your Toast Merchant Agreement). The $1.14 will include your per-transaction fee of $0.15 and the Guest Fee.


Can I split the Guest Fee with my guests?

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


How do I turn off the Guest Fee for my customers and elect to pay it myself instead?

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

PLEASE BE AWARE

  • If you decline to apply the Guest Fee to your guests, you will remain responsible for the $0.99 Guest Fee for all orders placed through Toast Online Ordering and Toast TakeOut.

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

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


How do I pay the Guest Fee instead of my guests?

To have your restaurant pay the Guest 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 “Toast Digital Ordering Fee” row

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

Once you change it, the new setting will go into effect instantly for all future Digital Orders, unless you change it again later.


I archived the Guest Fee — how can I have my guests pay the Guest Fee again?

If you elected to have your restaurant pay the Guest Fee but wish to revert this change and instead have your guests pay the Guest Fee:

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

  2. Click on “Show Archived”

  3. Go to the “Toast Digital Ordering 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 Digital 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, Order & Pay, 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 at [email protected] by March 29, 2022 to opt out of the Guest Fee, and we will keep you on your pricing and fee structure in effect prior to the planned implementation of the Guest Fee. If you do not contact our team to opt out by March 29, 2022, the Guest Fee will go into effect on April 1, 2022.  


The March 29th date has passed. I no longer want to participate in this program. What do I do?

If you are a participating merchant and you decide after the March 29, 2022 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!