topic Re: Chargebacks in Restaurant Operations

Chargebacks

Sydney042100 — Sun, 01 Sep 2024 17:11:14 GMT

Has anyone seen an increase in in-disputable chargebacks? We are getting wrecked by these currently with one or two a week. I always submit a signed physical receipt and still lose the dispute. Ideas?

Re: Chargebacks

Rob — Tue, 03 Sep 2024 17:42:07 GMT

Were these charges done with an EMV payment by chance?

Increase Chargeback Protection for Card-Not-Present Transactions
Chargeback Challenger: Disputing Chargebacks in Toast's Back-End

Re: Chargebacks

Sydney042100 — Wed, 04 Sep 2024 15:59:19 GMT

Yes, we use EMV for all payments via card.

Re: Chargebacks

Rob — Wed, 04 Sep 2024 16:53:02 GMT

It appears that the most secure form of payment was used. Unfortunately, if these payments were processed via EMV and the chargeback was still lost, there is nothing more that can be done, as these transactions are ultimately up to the customer's bank to approve or disapprove.

Re: Chargebacks

Sydney042100 — Sat, 07 Sep 2024 19:42:16 GMT

Thanks for your feedback! I'll keep an eye out and just roll* with them as they come(bread pun intended)!

Re: Chargebacks

Rob — Thu, 12 Sep 2024 21:15:45 GMT

Please continue to post chargeback questions and comments. The more we receive, the easier it will be for us to demonstrate that this is a significant issue for our customers. We may be able to find a solution in the future, but for now, this is the situation.

Re: Chargebacks

seanmsulli — Wed, 18 Sep 2024 20:25:14 GMT

This is out main frustration with Toast. Challenging Chargebacks seemed to be more successful a couple years ago when we had to fax our response in. After they changed to the Chargeback Challenger and changed the Chargeback Report to just mirror it, our success rate went way down. The response is always it's the bank issue nothing we can do. I have noticed a trend of Mastercards reducing large tips to 25&% or 30% via chargeback and saying challenging the chargeback could result in a $500 fee and the response after escalated to higher support was basically yeah, Mastercard is weird like that. The product is great in most other respects, but the lack of transparency here is frustrating.

Re: Chargebacks

megjk — Sat, 22 Feb 2025 20:00:06 GMT

Yes we have. Not sure what to do . Came here to see what everyone else is doing.

Re: Chargebacks

seanmsulli — Sat, 22 Feb 2025 20:11:30 GMT

Just got email alerts about 3 new posts about chargebacks. Any updates from Toast Rob?

Re: Chargebacks

agliolio — Thu, 27 Feb 2025 13:38:37 GMT

Agree with all of the above - we have lost ALL chargebacks at all three of our locations, since joining Toast more than a year ago. We are fully EMV-compliant (a major reason for switching to Toast), and chargebacks have been for both dine-in and take-out orders. Since we are assessed a fee by Toast for chargebacks, I am beginning to think they stand to gain something for this... which is an awful thing to consider.

Re: Chargebacks

Rob — Mon, 10 Mar 2025 15:45:32 GMT

We do not profit from the fee for chargebacks. There is a link attached if you would like to know more
Get Help With Chargebacks