EMV Transaction Chargeback, Why Toast doesn't give enough details to merchant?

[ashokr]

Bottom line, we lost 6 out of 8 chargebacks. But even an EMV one? That is hilarious.

Chat seems to think there is *ALWAYS* a REASON code. But Toast decides not to pass it to us. (Not sure if that is a true statement). A "CUSTOMER DISPTES" means Toast has abstracted the real reason.? But why?

An EMV-presented transaction with a signature; the customer's bank or Toast should help identify the factual dispute from the customer. I'm baffled that there is no voice in the restaurant industry, and the rich credit card companies continue to enrich themselves while taking money from the struggling restaurant industry to make their customer happy. 

• Present with EMV
• Digital signature captured
• The customer even paid $5.00 tip (So they must have been satisfied with the service?)

Now they get the entire amount back to their account.

Toast doesn't provide enough reason to support our cause to fight back properly, and is often blind to the issue.

[arvinmendez777]

Actually, this is happening more frequently in recent months. This didn't happen before, but now it's happening a lot. My question is, how can a dispute be lost when the charge was made via EMV and there's a signed receipt?

[Kirsten_H]

We've lost more chargebacks this year, too.  I get the feeling that the issuing banks aren't even looking at them.  We've had 'not as expected' and 'didn't receive merchandise' on pick up orders where the card was charged on pickup with a signature and tip added.  In the past we had a higher percentage of winning those; this year, it's close to zero.

[ashokr]

Were any of those EMV present transaction? The rule states if its EMV then the vendor should be protected. If the card was EMV but we choose to wither swipe or key in then we have no protection. 

[ashokr]

Toast merchant services should be on our side. If they have no defense, that's sad. And we aren't even getting the full picture about the dispute to be honest. System says this takes money to fight. But If we are losing EMV transactions, there is no point for the EMV. How can we seek help from Toast to help merchanges and be more transparent with numbers. How many chargebacks and what % if any are even successful contests. It seems having EMV, digital signature and video footage doesn't matter at times. 

They can simply eliminate the $15 charge for each chargeback and just deduct without all the theatrics that there is a chance we *might* win. That seems in the low single digit %.