Chargebacks Report Overview

Use the Chargebacks report to monitor the status of all chargeback disputes and retrieval notifications for your restaurant. A chargeback occurs when a cardholder disputes a transaction with their bank, resulting in a reversal of funds and a $15 processing fee per notification.

To submit or manage a dispute, use the Chargeback Challenger dashboard. See Handle and review guest chargebacks in Toast Web for step-by-step dispute instructions.

In this article:

About the Chargebacks report
Access the Chargebacks report
Access Chargeback Challenger
Read the report
Chargeback notification types
Manage chargeback email notifications
Known limitations
Related articles

About the Chargebacks report

The Chargebacks report shows all chargeback disputes and retrieval notifications received within a selected date range and location. Use it to:

Monitor the notification type and status of each chargeback
Identify the check number or receipt code for a disputed transaction
Download PDF statements received from the payment processor
Track chargeback activity across one or more locations

Access the Chargebacks report

In Toast Web, access the Chargebacks report using either path:

Reports > Payments > Chargebacks
Toast account > Billing > Chargebacks

Notifications about new chargebacks and dispute status changes are sent to the finance contact listed in your Toast Web Communication preferences. If you are not receiving notifications, see Manage chargeback email notifications below.

Access Chargeback Challenger

Chargeback Challenger is a separate dashboard for reviewing, accepting, and disputing chargebacks. It is not the same as the Chargebacks report.

In Toast Web, navigate to Payments > Transactions & refunds > Chargeback challenger.

For the full dispute process — including reviewing deadlines, uploading evidence, and tracking outcomes — see Handle and review guest chargebacks in Toast Web.

Read the report

Use the report filter to select a date range and location(s), then select Update.
If chargeback notifications exist for the selected range, they populate in the report. Use the Check Number column to identify the check associated with the dispute.
If a digital receipt was issued, access it via the Receipt Code column.
Select the download icon (blue arrow) in the Statement column to download a PDF of the payment processor notification.

Chargeback notification types

Each chargeback notification has a designated type indicating the current status of the dispute. The following are examples of notification types you may receive.

Notification type	Description
Case Decided in Issuer Favor	The dispute was closed in favor of the cardholder. No further dispute is available.
Charge Merchant	A chargeback has been initiated for a transaction. This triggers the $15 chargeback processing fee.
Create Outgoing Representment	Your dispute was received and is being reviewed by the card-issuing bank.
Credit Merchant — Financial	The dispute was ruled in your favor. This can be temporary — the cardholder may continue to dispute the charge.
Incoming Arbitration	The cardholder is continuing to dispute after pre-arbitration was ruled in your favor. They are initiating arbitration to be decided by the card network. All decisions are final.
Incoming Pre-Arbitration	Typically appears after a chargeback was initially reversed in your favor, but the cardholder continued the dispute. You must resubmit your chargeback dispute.
Issuer Accepts	The card-issuing bank accepted your request for chargeback reversal. The case is closed in your favor.
Merchant Accepts Liability	No dispute was received for this chargeback. You have technically accepted liability for the issue with the transaction.
Merchant Declines	The dispute (typically in the pre-arbitration phase) has been sent back to the card issuer for review.
Merchant Dispute Denied	The chargeback dispute was denied by the card-issuing bank.
Merchant Reversed	The chargeback was reversed in your favor. This should be considered temporary.
Vantiv Denies	The card-issuing bank denied your chargeback dispute.

Manage chargeback email notifications

Chargeback notification emails are sent automatically to the restaurant's finance contact, owner, and general manager listed in Toast Web Communication preferences.

To add or change who receives chargeback notification emails, see Optimize Communication Preferences and update the Finance contact for your restaurant.

If employees are receiving chargeback notifications but are not listed in Communication preferences, contact Toast Customer Care.

To opt out of chargeback notification emails:

Select Unsubscribe from chargeback emails for all locations at the bottom of any chargeback notification email.
You are taken to the Opt-Out Preferences page.
Toggle to opt out, or keep the toggle enabled to remain subscribed.

Known limitations

Toast has no involvement in or influence on the outcome of chargeback disputes. The cardholder's issuing bank makes all final decisions.
You have 15 calendar days from the notification report date to dispute a chargeback. After this deadline, the dispute is automatically ruled in the guest's favor.
Once you submit a dispute in Chargeback Challenger, it cannot be edited or amended.
After submission, the bank's review can take up to 180 days.
Certain chargeback reason codes may incur additional fees of up to $500 if disputed. Review your chargeback type before submitting. See Handle and review guest chargebacks in Toast Web for details.
American Express does not use an arbitration process. Dispute timeframes vary by reason code.