On Line Order Charge Back Challenger Help

[chrisMKE]

Hello,

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

[Agatha1218]

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.

[ashokr]

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

[chrisMKE]

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

[HRsea]

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.