r/Sensfrx

What is actually happening

Friendly fraud occurs when a genuine customer makes a legitimate purchase and then disputes the charge with their bank and effectively obtains a free product. With household budgets tightening in 2026, consumers are discovering that bank dispute processes are fast and consumer-friendly.

The merchant bears the burden of proof in every dispute, and most do not have the documentation infrastructure to fight back effectively, leading to lost product and revenue alongside chargeback fees.

What to do about it

• Delivery confirmation with signature capture: For high-value orders, require a signature on delivery. A signed delivery receipt is your strongest evidence against a non-delivery claim.
• Granular order communication: Send detailed confirmation emails and shipping notifications. A paper trail showing the customer was informed at every step substantially weakens dispute claims.
• Clear, accessible return and refund policies: Many cases start because a customer could not find an easy way to return an item. A friction-free return process removes the motivation to dispute instead.
• Evidence packages: Build a library of response templates that include order details, IP address, and delivery confirmation. Speed of response is critical to winning these disputes.
• Repeat offender flagging: Track customers who have previously filed disputes. Multiple disputes from the same account should trigger order holds or manual review on future purchases.