2 weeks ago
Just lost our 5th chargeback in a row. 4 of them were contactless or chip with a signed receipt. 1 of those was one of our employees and the card company automatically lowered his tip to 25%. The 5th one was a walk out on a pre-authorized tab. It is getting frustrating that we seem to be doing everything right but keep losing. I noticed that on the few that we have won recently we are notified quickly whereas the ones we are losing take close to 2 months to show up. Makes me wonder if the customer is appealing the decision and Toast doesn't have the ability to show that anymore. I feel like we are losing a lot more that we used to so I compared the last 2 years in the Chargeback Challenger:
2022: 31 chargebacks and 1 request for documentation. 9 expired or accepted (I didn't have the receipt to challenge). 16 won and 5 lost with one stuck in the system that never updated. So 50% win rate and 15% loss rate.
2023: 35 total chargebacks. 2 expired/accepted. 4 stuck in the system. 16 wins and 13 losses so 45.7% win rate and 37.1% loss rate
2024: 17 total chargebacks. 2 accepted/expired. 5 won 10 lost so 29.4% win rate 58.8% loss rate.
As you can see our overall chargeback number is down but so is our win percentage. I love Toast for the most part, but some transparency as to what is happening here would be nice.
a week ago
I have never seen a reason code for a loss. The only reason code I have seen is for the initial chargeback.
Tuesday
Were are these reason codes?
Tuesday
They look like the image below, they are codes that help explain why a chargeback was issued, but it seems they do not give a reason code when a chargeback challenge is lost.
Get Help With Chargebacks
a week ago
Our were all tapped and dipped still lost with no reasons from bank
2 weeks ago
We have the same issues, 3 losses in a row and when they send charge backs notifications toast charges $15 each time which also gives you a likely rate to win or loss. All 3 we lost had a likely rate of winning. We have done our due diligence by asking for ID, signature match as well as videos in dining area. Toast had informed me that there was nothing I can do or they can do, it's the cost of doing business. which we are looking into cash only at this point or debit card with pin.