Monica Eaton, CEO of Chargebacks911, was recently quoted in Supply & Demand Chain Executive in a feature examining the findings of the company's new 2026 Chargeback Field Report. The article explores how friendly fraud has become an increasingly significant challenge for enterprise merchants, with more businesses reporting that invalid payment disputes are affecting both profitability and day-to-day operations.
The piece focuses on new research showing that friendly fraud now impacts the overwhelming majority of enterprise retailers. As consumers become more comfortable disputing legitimate purchases, merchants are facing rising operational costs, lower recovery rates, and increasing pressure to invest in more sophisticated fraud prevention and dispute management technologies. The report also notes that the financial burden extends well beyond the original transaction value, as merchants incur additional fees, labor costs, and lost inventory.
“Friendly fraud has moved from being a back-office inconvenience to a material business risk,” says Monica Eaton, Founder and CEO of Chargebacks911. “It is influencing pricing, customer policies, staffing decisions and the economics of digital commerce. The problem is growing faster than many merchants’ ability to identify, measure and manage it.”
The Chargeback Field Report found that 83% of enterprise merchants have experienced an increase in friendly fraud in recent years, underscoring the need for a more proactive approach to dispute prevention. The research points to a combination of improved customer communication, stronger evidence collection, AI-powered analytics, and cross-functional collaboration as key components of an effective strategy. As the payments landscape continues to evolve, the report concludes that organizations investing in comprehensive chargeback management will be better positioned to protect revenue while maintaining positive customer relationships.
