When customers place online orders, they are processed as card-not-present (CNP) transactions, which inherently carry a higher risk of fraud and chargebacks, especially when using the Toast payment processor. While Incentivio does not have control over chargeback decisions, there are steps your team can take to help reduce their likelihood:
1. Require Payment Upon Pickup
One of the most effective strategies is to switch to payment upon pickup for high-risk locations. This converts the transaction into a card-present scenario, which is significantly harder to dispute.
If you're seeing frequent chargebacks at specific stores, reach out to Incentivio Support to enable this setting for that location.
2. Block Suspicious Accounts
Incentivio can block users by email or phone number to prevent them from deleting and recreating accounts to evade detection.
To request a block, contact: support@incentivio.com
3. Enable SMS Account Verification
Adding SMS verification at sign-up requires users to enter a valid phone number and confirm a code, making it more difficult to create fake accounts.
- This also complements account blocking, as blocked numbers can't easily be reused.
Note: SMS messages incur a $0.03 fee each.
4. Request Chargeback Support Documentation
If you're disputing a chargeback with Toast and need more context, Incentivio Support can often provide:
- Event logs
- Cardholder name, billing address, and last four digits
- Account information matching
Reminder:
Incentivio does not process payments directly or make chargeback determinations. We’re happy to support you in preventing fraud and gathering evidence—but all disputes are ultimately reviewed and resolved by the payment processor .