Use this guide when you need to adjust order prep times so customers see accurate pickup or delivery estimates during busy periods.
⭐ Overview
Order prep times can be updated to control when orders are released to the kitchen and what timing is shown to guests. These updates are commonly used during rushes, staffing shortages, or unexpected delays.
📝 Step-by-Step Instructions (Toast)
Order prep times can be updated from both Toast Web and the POS to control when orders are released to the kitchen and what timing is shown to guests. These updates are commonly used during rushes, staffing shortages, or unexpected delays.
From Toast Web:
Navigate to the Takeout & delivery page.
Update the standard prep time or add a delay. You must select Publish all changes at the top of the page to apply these delays
From the POS:
From the main menu dashboard, navigate to either Pending Orders or Orders Hub.
From here, select either Manage Online Orders (in the Orders Hub) ******or Throttle Online Orders (in the Pending Orders screen) in the upper right corner.
Under On, select the delay (in minutes) for either Takeout or Delivery.
Then select Ok to save your changes.
📝 Step-by-Step Instructions (Square)
Log in to your Square Dashboard.
Navigate to Settings → Fulfillment methods.
Select the location you want to update.
Click Edit next to the fulfillment method (Pickup or Delivery).
Update the prep time or fulfillment timing as needed.
Save your changes.
💡 Tips
Changes may take a few minutes to appear in the customer app.
Remember to remove or reduce delays once volume returns to normal.