Monica Eaton, Founder and CEO of Chargebacks911, was recently featured in Fintech Finance News, where she discussed key findings from the newly released 2025 Cardholder Dispute Index. The data reveals a shift in consumer attitudes toward chargebacks, particularly among younger, more digitally fluent shoppers who are more likely to initiate disputes than previous generations.
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“Younger shoppers are digital natives who want what they want, when they want it. When it comes to disputing a transaction with a merchant, they aren’t waiting on hold, searching for support emails, or even looking to speak to an actual person,” Monica noted in the article.
The article explores how changing attitudes are being driven by expectations of immediacy, convenience, and automation. Eaton explains that merchants need to adjust their approach, placing greater emphasis on communication, clarity, and dispute prevention if they want to reduce chargeback risk.
“This isn’t just about better fraud protection—it’s about adapting to the modern customer experience,” she added. “Brands must shift from reactive dispute management to proactive, frictionless support if they want to survive this generational shift.”
