topic Re: chargeback in Restaurant Operations

chargeback

erind925 — Tue, 05 Mar 2024 19:41:03 GMT

someone disputed a transaction. I sent in their signed cc copy with the itemized bill. I also have her being here on camera irate about our prices when I went over the prices with her. she said she was taking it from my tip which you can see there was zero tip on the check. how do I know if this goes through. it is theft

Re: chargeback

seanmsulli — Tue, 23 Apr 2024 20:23:52 GMT

How did this work out for you? I recently had some chargebacks that I challenged with signed receipts and lost with Toast being unable to give me any reasoning as to why.

Re: chargeback

Wingbox — Thu, 25 Apr 2024 01:55:00 GMT

Toast doesn't fight for you, they profit $15 each time. They are very rarely gonna fight the companies. We've lost $1,000's, its just part of the business.

Re: chargeback

vegancubanmiami — Thu, 01 Aug 2024 16:51:40 GMT

Actually we shouldn't let it be "part of the business" and request Toast tab to do something about it or we will be forced to turn off online ordering. All restaurant using toast tab should demand better CC verification for online orders as this is also affecting us at a total of $300-$400 per month. All chargebacks are lost and Toast does not want to be responsible for it unless we take action and turn off online ordering.

Re: chargeback

Rob — Mon, 24 Feb 2025 17:20:12 GMT

I wanted to offer some insight to anyone who views this thread in the future.
With Toast’s fraud prevention measures, our customer’s see chargebacks up to 3X less often when compared to the restaurant industry average.*

*Based on a third-party analysis of chargeback frequency across Visa payment card transactions in the U.S. restaurant industry segment, rolling 12 months’ data ending March 2024. Actual results may vary and depend on the unique characteristics of each business.

If you are curious about why a chargeback was lost, there is a code that explains the reason. The link below lists the codes and what they mean.
Get Help with Chargebacks

This link may also be helpful for learning more about chargebacks and its process.
Dispute Chargebacks in Toast Web

Re: chargeback

megjk — Sat, 22 Feb 2025 19:58:23 GMT

We are considering turning online orders off. We have lost every charge back this past year. We have only had 10, but they have all been to go orders. This has become ridiculous, and we have had over 1,000 dollars lost in the past 6 months , just today about $260 from 4 different chargebacks. Maybe make it so that only apple pay, google pay, or samsung pay are able to work ? There has to be some kind of solution that is in our favor .

Re: chargeback

seanmsulli — Mon, 24 Feb 2025 22:40:20 GMT

I either discussed these reason code with you or another support agent before, but unless I am missing something there are only codes given for why the chargeback was initiated. I can't find anything about why they were lost. That's part of the frustration is knowing we supplied signed receipts and still lost.

Re: chargeback

Shao — Wed, 05 Mar 2025 18:26:30 GMT

We noticed that the TDS, Toast Delivery Service, has high rate of chargeback. We need to have Toast do better CC verification for the online orders. This is getting ridiculous, the Toast still charge fees of 7.49 per order and tip for drivers for those chargebacks.

Re: chargeback

Shao — Wed, 05 Mar 2025 18:36:40 GMT

Online order for pickup is normally OK, the TDS is the problem.

Re: chargeback

pdperry330 — Fri, 02 May 2025 16:24:12 GMT

Sorry, this doesn't seem to be the case with us. It's only with Toast Online Ordering and Toast Local that we're seeing chargebacks.

Unless Toast can figure out how to minimize our losses, we'll be forced to only use the third-party apps for online orders.

Re: chargeback

Agatha1218 — Mon, 23 Jun 2025 00:30:21 GMT

I’d like to suggest Toast add a layer of verification for online orders to help prevent fraud. For example:

Send a verification code to the customer’s phone or email.

Require that code to be provided at pickup to complete the transaction.

This small step could deter fraudulent orders and help protect restaurants like mine from unnecessary loss.

Re: chargeback

CEFreeman — Mon, 14 Jul 2025 15:13:12 GMT

I've had delivery people here in the Washington, DC / MD 'Burbs ask for this before they'll drop my packages!
If I'm not home, they call me.

Re: chargeback

pdperry330 — Mon, 14 Jul 2025 17:40:02 GMT

We shut down the TDS after two chargebacks.