What Is a Friendly Fraud? Avoiding Chargeback in 2025

May 22, 2025 By Janne Smith No Comments 7 minutes

Friendly fraud is a first-party fraud, which occurs when a customer disputes a purchase, claiming they didn’t authorize the payment, or the product doesn’t match the description. Simply put, friendly fraud occurs when a customer benefits from a chargeback that’s designed for scam protection.

However, if caught, friendly fraud can lead to hefty penalties for you. That said, this guide will walk you through how friendly fraud works, what are the consequences of deliberately demanding a chargeback, and more.

Note: Hackers often target your financial data. This is why we recommend connecting to FastestVPN when shopping online to ensure protection from potential cyber threats.

What Is Meant by Friendly Fraud?

Friendly fraud is a first-party chargeback fraud that occurs when a customer asks for a payback because they didn’t authorize the purchase or the product wasn’t as described. This can be legit, but an intentional payback at times to scam a business.

There are various reasons for friendly fraud, such as:

• Forgetfulness.
• Misunderstanding a recurring subscription.
• Dissatisfaction with the purchase.

According to CNBC, a Socure report mentions that nearly 29% of individuals who admitted to first-party fraud claimed it was unintentional. Meanwhile, 34% cited financial difficulties as their reason, and another 19% said they were influenced by others who had successfully committed fraud without consequences.

What Are the Examples of Friendly Fraud?

Friendly fraud can be unintentional, but it can also be intentional at times, leading to hefty fines on customers. Before heading to jail time for friendly fraud, here are 5 examples of friendly fraud:

1. Product Dissatisfaction

You, as a customer, can genuinely be dissatisfied with your purchase and request a chargeback. While this isn’t a classic example of fraud, it is still a friendly fraud.

2. Accidental Friendly Fraud

A customer can file a dispute if the item they received was damaged, delivered late, or not as advertised.

3. Unauthorized Use

Transaction disputes often arise from defective merchandise, delayed deliveries, or discrepancies between the product and its listing.

4. Family Fraud

An authorized user makes an undisclosed purchase with a shared payment method, prompting the primary account holder to later file a dispute.

5. Intentional Friendly Fraud

Some consumers maliciously ask for chargebacks to reverse transactions they no longer want, despite initially agreeing to the terms.

How Is Friendly Fraud Caught?

There are various ways to detect friendly fraud, such as using tools, checking the communications and proof of purchase and others. Here’s how to catch a friendly fraud:

1. Advanced Fraud Analytics Systems

Businesses can leverage AI-powered detection platforms to monitor transactional anomalies, customer purchasing trends, and behavioral red flags that may indicate dishonest activity.

2. Transparent Transaction Documentation

Implementing thorough order confirmation processes with itemized records and shipment tracking visibility helps eliminate customer misunderstandings and strengthens the defense against invalid disputes.

3. Verifiable Fulfillment Verification

Adopting certified delivery systems with digital proof of receipt and geolocation validation provides irrefutable evidence of successful product delivery.

4. Comprehensive Customer Profiling

Financial institutions often examine buyer transaction patterns, delivery verification data, and merchant-customer correspondence history to validate claims of unauthorized purchases.

5. Chargeback Rebuttal Process

Retailers can formally contest fraudulent disputes by submitting documented evidence including:

• Timestamped delivery confirmations
• Customer communication logs

Purchase authentication records

6. Legal Intervention Protocols

For organized fraud operations or significant financial damages, businesses and financial partners may escalate matters to cybercrime investigation units for formal prosecution.

What Are the Consequences of Friendly Fraud?

Friendly fraud often seems to be an easier issue to resolve, mostly by communication. However, it can result in legal suits and other consequences if both parties don’t agree.

1. Damaged Brand Credibility

Payment processors, financial institutions, and merchants risk damaging their credibility and customer confidence when perceived as vulnerable to fraudulent transactions.

2. Effect on Brand Profits

Persistent or large-scale friendly fraud incidents can gradually diminish a business’s profitability if left unchecked.

3. Customer Relationship Damage

Vendors who inaccurately challenge valid disputes may experience reduced repeat business and diminished customer loyalty over time.

4. Legal Consequences

When chargeback disagreements remain unresolved, either party may pursue formal legal action through civil claims or regulatory filings to seek resolution.

5. Time Consumption

The dispute resolution process consumes considerable staff time and administrative resources that could be allocated to core business functions.

Given varying regulations across regions and financial institutions, merchants and banks should systematically contest questionable chargebacks when supporting evidence exists, as this remains an industry best practice.

Is Friendly Fraud Illegal?

Friendly fraud isn’t completely illegal, but it can still lead to legal consequences. It’s a milder fraud, that you can mostly resolve by communication. It’s not highly illegal because of the difficulty in proving intent. Meaning, finding out if the customer intentionally did it or not can be challenging.

At times, friendly fraud can be a result of mere confusion, i.e., it can be a genuine confusion when shopping. However, if a customer repeats the pattern of asking for paybacks, that’s when there can be an investigation leading to legal consequences.

Do Banks Investigate Friendly Fraud?

Banks do investigate friendly fraud. They review the customer’s transaction, communicate with the merchant store, and analyze whether the chargeback is legitimate or not. Banks use various tools to investigate and verify chargebacks. Here’s the standard pattern that banks follow to investigate friendly frauds:

Dispute Initiation

Cardholders may file a chargeback request with their issuing bank when contesting a transaction’s validity.

Financial Institution Review

The bank conducts a thorough examination of the disputed transaction to assess its authenticity and identify potential misuse of the chargeback system.

Merchant Engagement

As part of the investigation, financial institutions typically reach out to the merchant to obtain transaction details and supporting documentation.

• Documentation Phase
• Both parties may be required to provide substantiating evidence, including:
• Proof of purchase authorization
• Delivery verification records
• Customer communication history

Adjudication Process

After evaluating all available information, the issuing bank makes a final determination regarding the dispute’s validity.

Fraud Prevention Protocols

To combat potential abuse, banks may implement verification requirements such as:

• Official incident documentation requests
• Formal fraud reporting procedures
• Clear warnings about potential legal consequences

Merchant Support Systems

Retailers can leverage transaction history analysis and Visa’s Compelling Evidence guidelines to help financial institutions identify patterns of questionable disputes.

What Is True Fraud and Friendly Fraud?

Unlike friendly fraud, true fraud involves a third party that makes unauthorized purchases via stolen or hacked card information. For example, someone steals your credit card and makes purchases in stores or online. The consequences of true fraud are severe than friendly chargebacks because these are primarily a malicious activity.

Friendly Fraud vs Chargeback Fraud: The Differences

While friendly fraud can sometimes be unintentional, chargeback fraud is mostly intentional. Here’s a brief chart differentiating between friendly fraud vs chargeback fraud:

Final Note

Friendly fraud can often be unintentional. However, if it’s intentional, it can result in legal consequences, such as fines and online account bans. Meanwhile, we recommend using a VPN when shopping online to avoid online security threats. For example, connect to FastestVPN and browse the web anonymously.