Friendly fraud is when a purchase is disputed by the buyer themselves rather than by a fraudster. Sometimes by mistake: they did not recognise the merchant name on the statement. Sometimes deliberately: they received the goods and pulled the money back through the bank, bypassing the store.
Why it happens
- The merchant name on the statement does not match the store name.
- The purchase was made by a family member with the same card.
- Writing to the bank feels easier than dealing with store support.
- The goods arrived but did not match expectations and refund terms were unclear.
What lowers the share of disputes
- A recognisable merchant name on statements — the most common and cheapest fix.
- A fast support reply: the people who reach the bank are the ones nobody answered.
- Clear refund terms in a visible place rather than in the footer.
- Delivery and acceptance confirmations — they double as evidence in a dispute.
How to dispute a chargeback and what to collect is covered separately.
