1. What is Chargeback Coverage?
Merchants participating in the new pricing solution described in the email offer will receive up to $250 per month in Chargeback Coverage for Online Ordering transactions. If you are a participating merchant, this means that beginning on the stated effective date in your email offer, Toast will credit your account for chargebacks of Online Ordering transactions totaling up to $250 each month. In addition, Toast will refund the fee for all Online Ordering chargebacks, as covered in the next FAQ (#2). You will see the adjustments in your monthly statements crediting your account up to the $250 threshold for any Online Ordering chargebacks you receive, and for all Online Ordering chargeback fees. For example, your August statement will have adjustments (credits) decreasing your bill for any Online Ordering chargebacks received between August 1 and August 31 up to $250, and for related fees for all Online Ordering chargebacks. You will be responsible for all chargeback amounts over $250 each month on Online Ordering transactions and for all chargebacks and related fees for all other transactions processed through Toast.
Please note that the Chargeback Coverage and the questions addressed in this FAQ apply only to a limited pool of merchants participating in the Chargeback Coverage program. This program is available to you as part of the new pricing you are receiving on Online Ordering (reduction in Card-Not-Present processing rates and a small guest-facing fee). Please click here for additional information regarding the guest-facing fee. Toast reserves the right to remove any merchant from the Chargeback Coverage at any time including if Toast, in its sole discretion, suspects that the merchant is misusing or abusing the Chargeback Coverage Program or otherwise engaging in fraudulent activity or activity in violation of their Toast Merchant Agreement or payment card network rules, including with respect to excessive chargebacks. The Toast Merchant Agreement and payment card network rules, including with respect to excessive chargebacks, continue to apply to all merchants participating in the Chargeback Coverage program.
2. Is the $15 processing fee for chargebacks waived?
For Online Ordering chargebacks only, Toast will refund the $15 fee ordinarily assessed for chargebacks — no matter how many Online Ordering chargebacks your restaurant has each month, you will not be responsible for the chargeback fee for those transactions. You will continue to be responsible for all chargeback fees for all other transactions processed through Toast.
3. How long will the Chargeback Coverage last?
The Chargeback Coverage Program is subject to change or termination at any time, and we will notify you 30 days before any termination or any change to the information presented in these FAQs becomes effective, except where a shorter period is required under payment card network rules or applicable law.
4. What product(s) will we cover chargebacks on?
Online Ordering is the only product where chargebacks will be covered up to the $250 per month threshold.
5. What is the requirement to get Online Ordering chargebacks covered?
You must be invited by email from Toast to participate in this program. Unless you have declined to participate as described in the FAQ below, you do not need to take any further action to participate in the Chargeback Coverage Program.
6. When will I receive my refund and where will it be delivered?
On a monthly basis, you will receive the Chargeback Coverage refund by statement credit, as described above, on your monthly Credit Card Statement.
Online Ordering chargebacks will continue to be withheld from your daily card settlement receipts prior to being refunded up to the $250 threshold as further described in FAQ #1. Additionally, you will continue to receive email notifications each time you receive an Online Ordering chargeback and/or successfully challenge an Online Ordering chargeback.
7. Where will the credit show up in my account?
The Chargeback Coverage refund will show up as two-line item adjustments on your Credit Card Processing Statement:
- “Chargeback Coverage Credit” - this will represent Online Ordering chargebacks refunded up to the amount of $250 each month (see FAQ #1)
- “Chargeback Processing Fee Credit” - this will represent Online Ordering chargeback fees waived each month (see FAQ #1)
8. Should I continue to fight the chargebacks my restaurant receives even with Chargeback Coverage?
Yes, we recommend continuing to fight the chargebacks your restaurant receives using the Chargeback Challenger tool if you believe the transaction should not be charged back (see here to learn more). The outcome of the chargeback dispute does not impact whether the chargeback counts toward the $250 threshold each month. A successfully disputed chargeback will count toward the $250 total threshold and will be refunded as described in FAQ #1, up to the threshold.
9. When will I start receiving Chargeback Coverage?
You will begin to receive Chargeback Coverage from the stated effective date in your email offer.
10. I no longer want to participate in the new pricing solution and Chargeback Coverage. What do I do?
If the opt-out deadline stated in your email offer has not yet passed and you would like to opt-out of both the new pricing solution and Chargeback Coverage, please complete the opt-out form linked in the email offer.
If the opt-out deadline stated in your email offer has passed and you wish to stop participating in both the new pricing solution and Chargeback Coverage, please reach out to [email protected] to discuss available options.