Dispute Chargebacks in Toast Web

In this Article:

• Review Chargebacks in the Chargeback Challenger
  • Win Likelihood
• View or Accept a Chargeback
  • Chargeback Info: Transaction Information
• Dispute a Chargeback
  • Review Chargeback Dispute Details
• Frequently Asked Questions
  • When is the chargeback amount taken from the restaurant's account?
  • Why does Toast charge a processing fee for chargebacks when my previous processors did not?
  • What does the chargeback processing fee cover?
  • What if I missed the deadline to dispute a check?
  • What does it mean to receive a message saying "Point of interaction error"?

Learn how to dispute chargebacks with the chargeback challenger! Rather than sending your chargeback dispute forms via fax or email, you can now submit your disputes directly in Toast Web. 
 

Chargebacks are part of the normal process of doing business by accepting credit cards for payments around the world. Usually, the chargeback process is initiated by a cardholder contacting their card issuer and filing a substantiated complaint regarding one or more debit items on their credit card statement, notifying the card issuer which transactions they believe are fraudulent, unauthorized, or incorrect and whether or not the card was in their possession, lost, or stolen. 

To learn more about preventing future chargebacks for card-not-present transactions, check out this Toast Central article on Increased Chargeback Protection for Card-Not-Present Payment Transactions.

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Review Chargebacks in the Chargeback Challenger

Note: 3.0 Manager permission is needed in order for users to be able to access the chargeback challenger in Toast Web. For more information, check out our .

1. In Toast Web, navigate to Reports, and then select Payments.
2. Select Chargebacks.
   
3. Chargebacks will appear on a table with the following statuses and include the total amount ($), reason, check date, and deadline:

Status Symbol	Explanation
	This is a new chargeback and requires you to either challenge or accept it.
	This chargeback has been challenged and is waiting for a decision by the bank or card network. This can take up to 180 days.
	Challenge has been accepted as legitimate and can no longer be challenged.
	This challenge has been won and your restaurant will be refunded by end-of-month (EOM).
	This challenge has been ruled in favor of the cardholder by the issuing bank and can no longer be challenged.
	Deadline has passed, and you can no longer take action on this chargeback.

Keep in mind that chargebacks and retrieval requests are subject to hard deadlines set by the card networks, and if you do not dispute a chargeback before the date on the table, it will automatically process as accepted and the funds will not be returned to your account.


 

Win Likelihood in the Chargeback Challenger

On the chargebacks table, you'll also see a Win Likelihood column. Toast’s artificial intelligence-powered Win Likelihood feature helps you to prioritize chargeback challenges by predicting the estimated chances of winning a chargeback if challenged. 

In cases where the Win Likelihood assigned to a chargeback challenge is classified as "High," it signifies that our data analysis strongly indicates a favorable probability of succeeding in the challenge. Conversely, if the Win Likelihood assigned to a challenge is deemed "Low," it implies that our data-driven assessment points to a low likelihood of winning the challenge.

The win likelihood is an estimate, based on our data, and the outcome of a challenge is ultimately determined by the guest's bank or payment network, so a high Win Likelihood does not guarantee success. The success of a particular challenge also depends on the quality of the evidence you submit. While Toast provides tools to challenge chargebacks, you remain responsible for the decision to challenge a chargeback and any resulting liabilities including any network costs incurred.


 

View or Accept a Chargeback in the Chargeback Challenger

1. Find which chargeback you want to dispute, accept, or view the status of. 
   
   
2. Determine whether you're accepting the chargeback or disputing it. You can select the View receipt in new tab button to view the check your guest is disputing. You can also select the Find checks button to search for other checks that may pertain to that chargeback. 
3. If you're accepting the chargeback, select Accept the chargeback button on the top right of your screen. 
   
   
   
   
4. An Accept chargeback? confirmation pop-up will appear. Select Yes to confirm your choice. This means that the reversal of funds will not be overturned by the issuing bank. 

Chargeback Info: Transaction Information

When viewing a chargeback, the following transaction details will be displayed on the right side of the page:
 

Status: The status of your chargeback, whether accepted, challenged, won, or lost. See above for details.  Amount: The amount you are disputing. This might be the full or partial amount of the check. In this screenshot example, the merchant is disputing a partial amount ($121.50) of the check amount ($123.98).  Reason: The reason the guest is citing for the chargeback dispute.  Check Amount: The amount of the actual check.  Check time and date: The time and date of the order.  Card info: The guest's card information.  Source: The way the guest paid (online, in-store, Toast Mobile Order & Pay™, mobile payments, etc.). Entry mode: How the payment was received (dipped, swiped, keyed, ApplePay, etc.). Deadline: The date you have to submit the chargeback, the failure of which will result in expiration and the inability to dispute the chargeback.

Dispute a Chargeback in the Chargeback Challenger

Navigate to Payments > Chargeback challenger. You will see a consolidated list of all the chargebacks from your guests. If a particular chargeback is in the Needs Action column, this indicates that a chargeback requires your attention. (See a full list of status definitions by selecting the information symbol.)

If you choose to challenge a chargeback, follow the newly simplified workflow to provide the brand or card network additional information, such as your Explanation, or Supporting documents. Once you’ve submitted these, status updates are provided on the Chargeback challenger page. You cannot make changes to a chargeback challenge after you submit it.

 

Review Chargeback Dispute Details

After receiving the email notice of either a successful or unsuccessful chargeback dispute, you can view the details of your dispute by selecting the row for the appropriate dispute in the original table.  

 

 

Frequently Asked Questions

Don't see your question answered below? Check out our  article.  
 

When is the chargeback amount taken from the restaurant's account?

The amount within the chargeback notification is debited directly from the restaurant's bank account two to four calendar days after Toast receives the chargeback notification. This will automatically be debited from the day's deposit. 

The restaurant must dispute the chargeback in order to have a chance to receive those funds back.
 

Why does Toast charge a processing fee for chargebacks when my previous processors did not?

Toast strives to be transparent with all fees, so we don't lump the cost of processing chargebacks in other line items on your invoice. You very likely were paying a chargeback fee in some way, it was just grouped into another fee, like your credit card fees, your licensing fee, or another vaguely named fee on your statement. 
 

What does the chargeback processing fee cover?

This fee is intended to cover the cost of transmission of chargeback data, costs associated with the chargeback itself, and coverage against the chargeback exposure against Toast for credit card processing services. 
 

What if I missed the deadline to dispute a chargeback?

Unfortunately, if you missed the deadline to dispute a chargeback, the chargeback is automatically processed as Accepted and the funds will not be returned to your account. Therefore, you will lose the opportunity to dispute the chargeback. 
 

What does it mean to receive a message saying "Point of interaction error"?

• Description: A single transaction was processed multiple times, or the guest's card was charged after a different payment method had already been used.
• Typical Cause: Restaurant submitting multiple batches simultaneously, having multiple receipts for the same transaction, duplicating the transaction in the restaurant's system, or the cardholder paying for the same merchandise or service using another payment method.
• Prevention:
  • In case of a duplicate transaction, promptly process a refund.
  • Verify all transaction receipts for accuracy before depositing them.
  • If a guest requests to switch to a different payment method after initiating a payment card transaction, make sure to void the original transaction