topic Re: On Line Order Charge Back Challenger Help in Back Office & Team

On Line Order Charge Back Challenger Help

chrisMKE — Wed, 31 May 2023 12:55:09 GMT

Hello,

We occasionally receive charge backs from customers that order on line. Is there any way to challenge these or we out of luck?

Re: On Line Order Charge Back Challenger Help

au79teahouse — Wed, 31 May 2023 16:48:52 GMT

Most likely there is no chance to win chargebacks for online orders. About 5 months ago, we also had a surge of chargebacks and they were all online orders. We lost all of them because online credit card payments are considered keyed-in (card not present). You could print out a merchant copy to acquire tour customer’s signature upon pickup so you have something solid to present in case of chargeback. But still, banks rule in favor of customers than merchants most of time.

However, I would say challenge the chargeback anyway because “what if” you won right?

Re: On Line Order Charge Back Challenger Help

chrisMKE — Mon, 21 Aug 2023 20:29:51 GMT

Thanks!

I wonder if you can have them pay when they come to pick up? This may eliminate the issue. It doesn't matter so much for a smaller order, but this one was $200. I am also wondering how some of these other large delivery companies handle like Uber Eats. I can't imagine that they don't get scammed too.

Appreciate the insight.

Re: On Line Order Charge Back Challenger Help

au79teahouse — Mon, 21 Aug 2023 21:12:47 GMT

You can disable online payment and accept payment in store. That's what we did right after we were hit by surge of chargebacks. If you also have Toast gift cards, I would suggest you turn off online gift card sales because you are not protected for online sales.

Re: On Line Order Charge Back Challenger Help

chrisMKE — Mon, 21 Aug 2023 21:37:13 GMT

Thanks!

Re: On Line Order Charge Back Challenger Help

Agatha1218 — Mon, 23 Jun 2025 00:26:28 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: On Line Order Charge Back Challenger Help

chrisMKE — Mon, 23 Jun 2025 13:41:25 GMT

Totally agree. This is a problem with on line ordering. I am hoping that this can be fixed.

Re: On Line Order Charge Back Challenger Help

ashokr — Mon, 30 Jun 2025 17:35:40 GMT

This is great suggestion. In fact Uber uses the same, the customer gets a 4 digit PIN they provide to delivery person, only when they enter that the order is given. We can probably do the same for PICKUP orders too to be honest. Same for 3rd party deliveries. Yes it adds a layer of delay, but protects the restaurant.

Chargebacks only protects the customer. I had a case where the customer was wrong, had video with audio in my challenge, but still went in favor of the customer, and there is no fighting back. Its ugly if you ask me

Re: On Line Order Charge Back Challenger Help

HRsea — Sun, 13 Jul 2025 02:28:49 GMT

I’ve turned off toast's online orders and key in card number option at the POS. All online orders now need to through DoorDash or Uber Eats.