Chargebacks

[pizzasarah]

I have a delivery customer that has made several fraudulent chargebacks that we have lost, but I'm considering pressing charges since we know she got the food (it was 5 deliveries to the same house, and my drivers know her by name). Does anyone know if there is a chargeback fee from Toast? Our last processing company charged $15 per chargeback. I can't find one listed anywhere, but I need to figure out how much this woman is costing me before contacting authorities. Thanks so much!

[au79teahouse · Accepted solution]

https://central.toasttab.com/s/article/Chargeback-FAQ

You can find more information in the article linked above. The fee is $15 each chargeback.

[Jana]

I was able to get Toast to find email addresses on the online orders placed and they were able to block the email addresses.  That's not to say that they can't just create a new email but at least it is something.  The previous platform we used for online ordering was able to block their IP address.  They also started using a feature where the customer had to enter a code sent to them via text before they could complete their order.  This way we at least had their correct phone number. (I hope Toast is listening:-)  Something has to be done about chargebacks.  It's obnoxious.

[Pking · Accepted solution]

We now have the ability to block customer emails so they can’t order online utilizing that same email. You do have to call in to

toast to have it done, but things are moving in the right direction!! 

[ashokr]

This is about time.. Awesome!

[Keon]

Same here. We just added online ordering. we havent even started to advertise it yet , however, within the last month we did $1,334.51 in online sales and $689.28 was lost in  chargebacks plus -$15 for each chargeback by Toast. Thats 61% lost in chargebacks. We lost 100% of the 8 disputes. Very frustrating. 

[ashokr]

I wish the industry would gravitate to a different model. Today vendor can give proof and justification. Toast honestly makes it a real easy thing to do. But i provided phone records, video evidence, still not sufficient for wining a chargeback. This is real bad for business owners especially during these difficult times.