More Shoppers Dispute Card Charges Over Late Orders, Not Fraud

Shoppers are less likely to tell their bank "I didn't make this purchase" and more likely to say "my order never showed up." That is the main finding of a new report from Justt, a company that helps merchants fight card disputes. Disputes over undelivered orders and subscriptions people thought they had cancelled nearly doubled in a year.

What changed

A chargeback happens when a cardholder asks their bank to pull a payment back from a merchant. For years, most were about fraud. Fraud claims have now fallen to a two-year low, based on disputes from July 2024 to June 2026. Justt's CEO, Ofir Tahor, says people increasingly treat disputes as a customer service channel, because a call to the bank can get money back faster than chasing a seller.

Justt's report covers contested chargebacks from its own platform across seven industries worldwide. It checks trends against a fixed group of 165 merchants. Datos Insights and Mastercard expect more than 281 million card chargebacks in 2026.

What is not known

The press release does not give exact percentages, dispute counts or which industries saw the biggest jump. The data comes from a company that sells chargeback tools, so it reflects the merchants it serves. The full report is available from Justt, and its findings will be presented at ChargebackX, a free virtual event on November 9 and 10.

Who it affects

Anyone who sells online may face more disputes over delivery and cancellations. Tahor says merchants will need to prove, case by case, that they delivered what they promised to the authorized cardholder. For shoppers, the shift shows how easy it has become to treat a bank dispute as a first step.