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What is this program?
You have been invited to a limited group of restaurants eligible for a promotion related to Toast mobile payments.
Learn more about Toast mobile payments here.
How long will the card-not-present payment processing rate reduction, chargeback coverage, and walkout coverage last?
Over the promotion period from September 1 - October 31, 2022.
You will be eligible to receive rebates within a given month. For example, September statements will have adjustments for mobile payments Card-Not-Present rates, chargebacks, and walkouts reported between September 1 and September 30.
This 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.
Card-Not-Present (CNP) Rate Reduction
What are card-not-present transactions?
Any transaction where a card or digital wallet is not physically presented to be swiped/dipped/tapped on-premise for payment are deemed CNP. This includes digital transactions (e.g. online orders, mobile payments) and keyed transactions (e.g. manually-entered, phone orders).
What is included in my CNP Rate Reduction?
Your Credit Card processing rates for Card Not Present transactions will be reduced to match your current Card Present Rates during the promotion period from September 1 - October 31, 2022.
What product(s) will we reduce CNP rates on?
Mobile payments only.
Where will the credit show up in my account?
The CNP reduction will show up as an adjustment on your Credit Card Processing Statement called “Card-Not-Present Rate Reduction”.
I no longer want to participate in the CNP Rate Reduction. 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, 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, please reach out to dan.barnes@toasttab.com to discuss available options.
Chargeback Coverage
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 Toast mobile payments 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 mobile payments transactions totaling up to $250 each month. In addition, Toast will refund the fee for all mobile payments chargebacks, as covered in the next FAQ. You will see the adjustments in your monthly statements crediting your account up to the $250 threshold for any mobile payments chargebacks you receive, and for all mobile payments chargeback fees. For example, your September statement will have adjustments (credits) decreasing your bill for any mobile payments chargebacks received between September 1 and September 30 up to $250, and for related fees for all mobile payments chargebacks. You will be responsible for all chargeback amounts over $250 each month on mobile payments 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. 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.
Is the $15 processing fee for chargebacks waived?
For mobile payments chargebacks only, Toast will refund the $15 fee ordinarily assessed for chargebacks — no matter how many mobile payments 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.
What product(s) will we cover chargebacks on?
Mobile payments is the only product where chargebacks will be covered up to the $250 per month threshold.
What is the requirement to get mobile payments 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.
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.
Mobile payments 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 the “What is Chargeback Coverage” FAQ above. Additionally, you will continue to receive email notifications each time you receive a mobile payments chargeback and/or successfully challenge a mobile payments chargeback.
The Chargeback Coverage refund will show up as two-line item adjustments on your Credit Card Processing Statement:
“Chargeback Coverage Credit” - this will represent mobile payments chargebacks refunded up to the amount of $250 each month.
“Chargeback Processing Fee Credit” - this will represent mobile payments chargeback fees waived each month.
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 the “What is Chargeback Coverage” FAQ above, up to the threshold.
When will I start receiving Chargeback Coverage?
You will begin to receive Chargeback Coverage from the stated effective date in your email offer.
I no longer want to participate in 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 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 Chargeback Coverage, please reach out to dan.barnes@toasttab.com to discuss available options.
Walkout Coverage
What is included in my walkout coverage?
You will receive up to $500 per month in walkout coverage for dine-in transactions. All walkouts over $500 you will be responsible for.
Please note that the walkout coverage and the questions addressed in this FAQ apply only to a limited pool of merchants participating in the walkout coverage program program. Toast reserves the right to remove any merchant from walkout coverage at any time including if Toast, in its sole discretion, suspects that the merchant is misusing or abusing the program or otherwise engaging in fraudulent activity or activity in violation of their Toast Merchant Agreement or payment card network rules. The Toast Merchant Agreement and payment card network rules continue to apply to all merchants participating in the walkout coverage program.
How is a walkout defined?
A walkout is a dine-in transaction where the guest leaves and you do not collect payment.
What is the requirement to get walkouts 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 walkout protection program.
How do I report a walkout?
You can report a walkout using this form.
Toast will audit and verify it was a valid transaction and that no payment was collected.
How frequently will I receive a refund?
Monthly, you will receive a refund on your Credit Card Processing Statement.
The walkout protection refund will show up as an adjustment on your Credit Card Processing Statement called “Walkout Protection Credit”.