Shoppers Are Turning Chargebacks Into a Customer Service Hotline, Justt Chargeback Benchmark Report Finds
Disputes over undelivered orders and unwanted subscriptions nearly doubled in a year, while fraud claims fell to a two-year low
NEW YORK, October 27, 2026 /PRNewswire/ -- Consumers are less and less disputing credit card charges with the line "I didn't make this purchase." Justt, the AI-native pioneer in chargeback management, today revealed that consumers are instead increasingly using card disputes to complain about packages that never arrived and subscriptions they thought they had cancelled. This shift is the number one finding of The Fraud to Service Shuffle: The 2026 Chargeback Benchmark Report, Justt's analysis of millions of real disputes.
Unlike survey-based studies, the report draws on contested chargebacks processed through Justt's platform from July 2024 to June 2026. It covers seven industries worldwide and verifies trends against a fixed cohort of 165 merchants. With more than 281 million card chargebacks expected in 2026, according to forecasting by Datos Insights and Mastercard, it gives merchants a rare yardstick.
Key findings:
- Service disputes are surging as fraud retreats. Product Not Received and Cancelled Recurring claims rose from 13.0% to 24.1% of contested chargebacks in a year, while fraud's share fell from 74.6% to 60.4%, a two-year low.
- Payment partners can make or break a dispute. For the same claim type and quarter, win rates for fraud-coded chargebacks varied by more than 30 points between payment processors and more than 35 points between major US card issuers. Merchants won fraud disputes roughly twice as often on one of the two largest card networks as on the other.
- Dispute volumes keep piling up. The median merchant handled 13% more contested chargebacks year over year, and one in four saw volumes jump 68% or more.
- The UK & Ireland is the outlier. It's the only major region where service disputes outnumber fraud, consistent with Strong Customer Authentication shifting fraud liability to card issuers.
"For over a decade, chargeback strategy was really fraud strategy. That era is ending," said Ofir Tahor, CEO and co-founder of Justt. "Cardholders increasingly treat disputes as a customer service channel. Why chase a merchant about a late package when a call to your bank can claw the money back? Merchants still armed with a fraud playbook are winning yesterday's arguments and losing today's. The ones who come out ahead will prove, case by case and at scale, that they delivered what they promised to the authorized cardholder. That's exactly what we built Justt to do."
The full report is available here. Its major findings will be presented at the free and virtual ChargebackX conference taking place November 9-10. To register for the conference, click on this link.
About Justt
Justt.ai is the AI-native platform for enterprise chargeback management, helping merchants recapture profit at scale. Founded in 2020, with global offices in New York, London, and Tel Aviv, Justt combines advanced AI technology, dynamic evidence generation, and deep payments expertise to customize every dispute, maximize revenue recovery, improve win rates over time, and minimize manual effort. The company is trusted by more than 250 global enterprise merchants and 80,000 SMBs and was named a Forbes Fintech 50 company in 2026. Learn more at justt.ai.
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