The new 2024 Cardholder Dispute Index, published by Chargebacks911 in partnership with The Strawhecker Group, was spotlighted in a recent feature from Digital Transactions.
The publisher behind Digital Transactions is Boland Hill Media, LLC. Formed in 2003 as a partnership between two veteran publishing executives, Boland Hill Media is a Chicago-based multi-media publisher. They serve the informational and analytical needs of markets undergoing fundamental transformation brought on by shifts in technology and consumer behavior.
As noted in the piece, the report finds that the majority of cardholders will call their bank first in the event of suspected fraud, rather than the merchant. The survey, which canvassed more than 4,000 consumers in the US, found that roughly three-quarters of cardholders consider chargebacks a valid alternative to refunds. This ignores the impact of chargebacks on businesses.
“While chargebacks were only intended for cases of fraud or merchant abuse, a large portion of consumers are okay disputing for any number of reasons, such as not recognizing the merchant’s billing description, or finding the merchant’s return process confusing,” the report says. “Whatever the reason, more than half of respondents admit to filing a dispute without contacting the merchant first.”