12/23/20 Outage FAQ

We know how hard you're working to navigate the impact of COVID-19 on your business and how important our technology is to the success of your restaurant.

On December 23rd, we experienced an outage that impacted Toast Online Ordering and other products. In recognition of the disruption, we will issue custom credits due to the Toast Online Ordering outage to your account. There is no need for you to do anything. We calculated the credit by multiplying the # of abandoned online order transactions per customer within that time period multiplied by your average order value. For example: 4 abandoned orders x your average order value  = your credit.  

Frequently Asked Questions

All Toast Online Ordering users with abandoned carts between 6:12pm EST until 7:50pm EST on December 23, 2020 will receive a credit. No further action is required.

How much of a credit will I receive and how were the credits calculated?

Each impacted customer will receive a custom credit. We calculated the credit by multiplying the # of abandoned online order transactions per customer within that time period multiplied by your average order value. For example: 4 abandoned orders x your average order value  = your credit.  

How and when will credits be issued? 

You will continue to see a credit listed on your monthly statements. Your credit will be applied based on your Toast billing schedule.

• If you are billed monthly: A credit will be added to your Toast account.

• If you are financing your Toast subscription or billed annually: We will make a refund deposit in your checking account on or before February 15, 2021.

• If you purchased Toast through a reseller: We are working through a plan with your reseller to ensure that your credit is delivered prior to the end of April.

Do I have to do anything to receive the credit? 

No. The custom statement credit will be automatically applied to your account if you qualify. No action is required of you.