Handle and Review Guest Chargebacks in Toast Web

Last updated: Sep 21, 2026, 12:56 PM

In this article, learn how to submit a chargeback dispute directly in Toast Web.

In this Article:

 

Handle Guest Chargebacks Overview Steps

Products this applies to: Toast Web (Chargeback Challenger) | Access Needed: Permission 3.0 Manager Access

 

  1. Review chargebacks in Toast Web to understand status, deadlines, and details.
  2. Accept a chargeback.
  3. Dispute a chargeback with supporting evidence.

 

 

Walkthrough video on the chargeback process and the Chargeback Challenger tool

 

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Handle Guest Chargebacks Process

  1. Review chargebacks in Toast Web to understand status, deadlines, and details
    1. In Toast Web, navigate to Reports > Payments > Chargebacks.
    2. Review the chargeback table.

      New chargeback listed

      1. Identify chargebacks marked as New or otherwise needing action.
      2. Review the amount, reason, check date, and deadline.
      3. Confirm the deadline has not passed.
    3. Review the Win Likelihood column.
      1. A high win likelihood indicates a stronger chance of success if the chargeback is disputed.
      2. A low win likelihood indicates a lower chance of success if the chargeback is disputed.
      3. Confirm that win likelihood is an estimate only and does not guarantee the outcome.
    4. Review the transaction details.
      1. Select the chargeback to open its details.
      2. Select View receipt in new tab to review the disputed check.
      3. Select Find checks if you need to search for related checks.
      4. Review the transaction information, including status, amount, reason, check amount, check time and date, card info, source, entry mode, and deadline.
    5. Do you want to accept or dispute this chargeback?
      1. If yes, go to step 2.
      2. If no, go to step 3.

  2. Accept the chargeback
    1. Select Accept the chargeback.

      Chargeback Details page with "Accept this chargeback" button highlighted 

    2. Confirm acceptance.
      1. Select Yes in the confirmation pop-up.
      2. Confirm that accepting the chargeback means the reversal of funds will not be overturned.
    3. Verify the outcome.
      1. The chargeback status updates to Accepted.
      2. No further action can be taken on the chargeback.

  3. Dispute the chargeback
    1. Verify whether the chargeback should be disputed.
      1. Review for possible fraud indicators such as:
        1. quick disputes after pickup or delivery
        2. repeated purchases of the same amount, especially for gift cards
        3. if gift cards were purchased and used immediately
    2. Select the option to challenge or dispute the chargeback.
    3. Complete the dispute submission.

      Challenge this chargeback page with Explanation field and Supporting documents upload option

      1. Enter an Explanation.
      2. Upload Supporting documents.
        • Files larger than 1 MB can now be uploaded. Toast automatically compresses and converts files to meet processor requirements while maintaining document quality. Supported file types remain JPG, PDF, PNG, and TIFF. If a file still cannot be uploaded after compression, contact Customer Care.
    4. Confirm the submission before finalizing it.
      1. Confirm all submitted information is accurate and complete.
      2. Confirm that disputes cannot be edited or amended after submission.
    5. Verify the post-submission status.
      1. The chargeback status updates to Challenged.

        chargeback info card

      2. The guest’s bank or payment network reviews the dispute, which can take up to 180 days.
    6. Confirm the outcome after a decision is made.
      1. If the dispute is won, funds are returned by end of month.
      2. If the dispute is lost, no further action can be taken.

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Handle Guest Chargebacks FAQ

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

The amount in the chargeback notification is debited from the restaurant’s bank account within two to four calendar days after Toast receives the notification, and automatically debited from that day’s deposit. The restaurant must dispute the chargeback for a chance to recover those funds.

 

Why does Toast charge a processing fee for chargebacks?

Toast aims to keep chargeback fees transparent instead of bundling them into other fees. Other processors may include similar costs in credit card fees, licensing fees, or other line items.

 

What does the chargeback processing fee cover?

The fee helps cover transmission of chargeback data, costs associated with the chargeback itself, and chargeback exposure related to credit card processing services.

 

What if I missed the deadline to dispute a chargeback?

If the deadline is missed, the chargeback is automatically processed as Accepted. The funds will not be returned to the account, and no further action can be taken to dispute the chargeback.

 

Can a chargeback be canceled or turned off, for example if it was filed against the wrong restaurant?

There is no way to cancel a chargeback before it goes through the standard review process—the decision to file a chargeback belongs entirely to the guest and their bank, and Toast has no ability to intervene or prevent one from being filed. However, if a chargeback doesn't match any transaction in your records (for example, it appears to have been filed against the wrong restaurant), you should still dispute it using the standard process above. Explain in your submission that no matching transaction exists in your records, and provide any evidence supporting that (such as confirmation you have no record of the guest, check, or payment referenced). This is reviewed the same way as any other dispute by the guest's bank or card network.

 

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

A single transaction was processed multiple times, or the guest’s card was charged after a different payment method had already been used. This can happen for a number of reasons:

    • multiple batches are submitted simultaneously
    • multiple receipts exist for the same transaction
    • when the transaction is duplicated in the restaurant’s system
    • when the cardholder pays for the same service using another payment method

 

To prevent this error:

    • Process a refund promptly for any duplicate transaction.
    • Verify transaction receipts for accuracy before depositing them.
    • If a guest switches to a different payment method after starting a card payment, void the original transaction.

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Handle Guest Chargebacks Appendix

This material is referenced throughout the process above for efficiency.

 

Step 1b: Chargeback status definitions

  • New: This is a new chargeback and requires action.
  • Challenged: This chargeback has been challenged and is waiting for a decision by the bank or card network.
  • Accepted: The chargeback has been accepted as legitimate and can no longer be challenged.
  • Won: The challenge was successful and the restaurant will be refunded by end of month.
  • Lost: The issuing bank ruled in favor of the cardholder and the chargeback can no longer be challenged.
  • Expired: The deadline passed and no action can be taken.
  • Requested: This is a retrieval request and the bank is requesting more details to help prevent a chargeback.
  • Responded: The retrieval request has been answered and is waiting for a decision by the bank or card network.

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Step 1c: Win likelihood definition

  • Win Likelihood is an AI-powered estimate that predicts the likelihood of winning a chargeback if it is challenged.
  • A high win likelihood suggests a stronger probability of success.
  • A low win likelihood suggests a lower probability of success.
  • The final outcome is determined by the guest’s bank or payment network.
  • The quality of the submitted evidence also affects the outcome.

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