Suggestion to Improve Online Order Security

[Agatha1218]

Recently, I experienced two chargebacks through Toast Online Ordering—one for a takeout order where the customer claimed the card was unauthorized, and another for a digital gift card purchase that was later disputed after being used. Unfortunately, we lost both disputes.This situation has been very discouraging. As a small business, we rely on the Toast system not only to streamline orders but to offer some level of fraud prevention. Yet in these cases, I felt powerless. When I reached out to a customer service representative, I was told Toast is "just a bridge" and holds no responsibility. However, this is a toll bridge—we pay service fees monthly for this system, and I believe it should offer basic protections.

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.

[jayyp]

Toast’s chargeback prevention/online security is a JOKE.  We have received far too many chargeback to count over the years.  Given their huge presence in the food industry, we expected more from Toast, but their online processing security is one of the worst yet.  I’ve submitted tickets multiple times for Toast to enhance their online payment security by implementing something like 3D Secure (2MFA), but they have still not done so, and this was recommended to them 3 years ago.  Toast DOES NOT take our concerns or issues seriously, so I am considering jumping ship and maybe taking the legal route since their lackluster security has cost us thousands by now.  We were hit by the same customer using stolen credit cards for online orders 4 times in May 2026 and we just got hit by the same customer again in September 2026.  Toast support has never done anything but to push off the blame to the issuing bank/customer even though it stems from their seriously subpar online processing

[frankd]

We need an extra layer of security provided by Toast for these online transactions, specifically for gift card purchases. We are vulnerable to losing thousands of dollars in product and dig into our pockets to pay the tips stolen from our employees.

Is Toast working towards alternatives to Agatha1218's suggestions for phone verification or 2fa? 

Would an electronic invoice emailed to the purchaser provide any more protection to us?

Are we able to request pre-verification from the purchaser's bank before the gift card is funded?