Justt Report Reveals Shift from Fraud to Service-Related Credit Card Disputes
A new report by chargeback management platform Justt, titled 'The Fraud to Service Shuffle,' indicates a significant shift in consumer behavior regarding credit card disputes. Rather than reporting unauthorized transactions, consumers are increasingly using the dispute process as a customer service tool to resolve issues such as undelivered packages and unwanted recurring subscriptions. Data from July 2024 to June 2026 shows that 'Product Not Received' and 'Cancelled Recurring' claims nearly doubled their share of contested chargebacks, rising from 13.0% to 24.1%. Conversely, fraud-related claims dropped to a two-year low of 60.4%. This trend suggests that merchants must pivot from traditional fraud prevention strategies toward better fulfillment and subscription management to protect their revenue.
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Topics: chargebacks consumer disputes e-commerce fraud trends payment processing