Overview
When an order is processed through the Toast POS but fails at the delivery service provider (DSP), the kitchen traditionally hasn’t had a way to know that the order failed and should not be prepared. This can result in multiple orders causing confusion, wasted food and lost revenue.
What does ‘Cancel Order/Do Not Make’ mean on a ticket?
If a guest attempts to resubmit an order that fails at the DSP, Paytronix will generate a ticket to notify the kitchen that an error has occurred and the order should not be prepared. This ticket is typically generated after approximately three failed attempts.
The ticket will include the following note(s):
CANCEL ORDER
DO NOT MAKE
This order was canceled and should be voided.
See example ticket below:
Will the guest be charged for the failed order?
The guest’s credit card will have incurred a prior-authorization before the order was attempted. This may appear as a pending charge for a brief period. To ensure the guest isn’t actually charged, you will need to contact Toast directly to void the transaction.