Handle Guest Chargebacks Overview Steps
Products this applies to: Toast Web (Chargeback Challenger) | Access Needed: Permission 3.0 Manager Access
Handle Guest Chargebacks Process
Review chargebacks in Toast Web to understand status, deadlines, and details
In Toast Web, navigate to Reports > Payments > Chargebacks.
Review the chargeback table.
Identify chargebacks marked as New or otherwise needing action.
Review the amount, reason, check date, and deadline.
Confirm the deadline has not passed.
Review the Win Likelihood column.
A high win likelihood indicates a stronger chance of success if the chargeback is disputed.
A low win likelihood indicates a lower chance of success if the chargeback is disputed.
Confirm that win likelihood is an estimate only and does not guarantee the outcome.
Review the transaction details.
Select the chargeback to open its details.
Select View receipt in new tab to review the disputed check.
Select Find checks if you need to search for related checks.
Review the transaction information, including status, amount, reason, check amount, check time and date, card info, source, entry mode, and deadline.
Do you want to accept or dispute this chargeback?
If yes, go to step 2.
If no, go to step 3.
Accept the chargeback
Select Accept the chargeback.
Confirm acceptance.
Select Yes in the confirmation pop-up.
Confirm that accepting the chargeback means the reversal of funds will not be overturned.
Verify the outcome.
The chargeback status updates to Accepted.
No further action can be taken on the chargeback.
Dispute the chargeback
Verify whether the chargeback should be disputed.
Review for possible fraud indicators such as:
quick disputes after pickup or delivery
repeated purchases of the same amount, especially for gift cards
if gift cards were purchased and used immediately
Select the option to challenge or dispute the chargeback.
Complete the dispute submission.
Enter an Explanation.
Upload Supporting documents.
Confirm the submission before finalizing it.
Confirm all submitted information is accurate and complete.
Confirm that disputes cannot be edited or amended after submission.
Verify the post-submission status.
The chargeback status updates to Challenged.
The guest’s bank or payment network reviews the dispute, which can take up to 180 days.
Confirm the outcome after a decision is made.
If the dispute is won, funds are returned by end of month.
If the dispute is lost, no further action can be taken.
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.
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.
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.
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.