FAQ: Provider Update to Toast Delivery Services

If you have additional questions, check out Toast Central.

Why has Toast partnered with a new Toast Delivery Services Provider?

  • Toast recently partnered with Uber Direct, which is Uber’s white-label delivery service. We switched to Uber Direct for Toast Delivery Services to provide your restaurant with an on-demand delivery solution at a lower cost to your restaurant. 
    Uber Direct is Uber’s white-label delivery service, which is different from Uber Eats (Uber’s third-party ordering service)


What does this mean for Toast’s DoorDash Marketplace Integration for Third-Party Delivery?

  • There is no change to the DoorDash Marketplace Integration or the UberEats Marketplace Integration for Third-Party Delivery. For more information, please see Toast Central.


Will my current delivery fee on Toast Delivery Services increase?

  • Your delivery fee per order will not increase on Uber for existing locations. Will include an additional Regulatory Fee, where applicable*. 
  • For orders within 0-6 miles, Toast Delivery Services flat fee will not increase above the custom rate that your location is currently receiving. For orders within 6-8 miles, there will be an additional $1.75 fee. 
    • Note: Total Fee for these orders within 6-8 miles is the same price or cheaper than current pricing with DoorDash. Also note Extended Radius Deliveries with Uber Direct allows up to 8 miles instead of 10 miles currently with DoorDash.
    • Distance-based delivery fee: Toast will create a $1.75 delivery service charge on orders beyond 6 miles to offset the incremental costs of extended deliveries. You can edit this in Service Charges.

*Applicable Regulatory Fees will apply for orders in California (+$2.00), New York City (+$3.00), and Seattle, WA (+$5.00). These are the same as what you are currently paying.

  • Cancellation Fees:
    You must contact Uber Direct at (866) 987-3750 to cancel the delivery on a Toast Delivery Services® order you no longer wish to fulfill (e.g., your guest cancels the order because they changed their mind).

Delivery Status

Cancellation Fee

Driver has been assigned to the delivery

$5.00 cancellation fee

Driver has not been assigned to the delivery

No cancellation fee

Driver has picked up the delivery

Delivery fee


  • Billing:
    Toast Automated Billing will not change for customers.


Can I continue to pass the delivery fee to my guests with Uber Direct?

  • Yes, you can continue to pass on some or all of the delivery fee to your guests by setting a delivery service charge. Your existing delivery service charge will continue to apply to all Toast Delivery Services orders, so no action is required. 


Do I need to make any changes to my restaurant's delivery operations?

  • There are no changes to your restaurant’s delivery operations. When a guest places a delivery order, a delivery driver from Uber Direct will arrive to pick up and deliver the order. 
  • You can continue to use the “Toast Delivery Services” dining option to track delivery statuses on the Orders Hub or place phone orders on the POS. When guests place orders on your Online Ordering page, they receive end-to-end order tracking on their order confirmation page as well as order update SMS sent to their phone number on file. 


Who do I contact at Uber Direct if I need support?


Is there any action a customer needs to take to get started with Uber Direct?

  • This change does not require any additional configuration or impact your restaurant operations.
  • Keep a lookout in your inbox for an email from Uber Direct to create your Uber Direct Merchant Portal. Setting this up is not required, but it will allow you to view your current and past orders, including detailed order statuses. The finance contact on your account will receive the email to set up the Merchant Portal.