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.
