The cost of living crisis will only put more strain on retailers’ obligation to refund

  • 44% of 1,000 UK customers surveyed say they filed a chargeback in the last year, which is likely to go up as retailers claim more customers are changing their mind
  • A quarter of respondents said they filed a chargeback, or considered doing so, because they disagreed with the company’s policies instead of a problem with an item
  • 70% would turn to the retailer first, ahead of disputing the chargeback with their credit card provider

LONDON, 06 July 2022: In a new report by IMRG and Justt, 1,000 UK-based respondents aged 18+, were asked about their shopping and credit card chargeback habits. Credit card chargebacks hurt retailers, as credit card issuers demand a reversal in payments (usually returning the money to the cardholder) due to a disputed transaction. 

The survey found that 44% have filed a credit card chargeback in the last year, the most common reason for this being that the goods were not received. As the cost of living crisis continues to worsen, there could be an increase in the number of credit card disputes made against retailers, as customers commit ‘liar buyer’ fraud, or dispute items they later regret buying. 

Yet, a quarter of respondents said that they have filed or considered filing a chargeback not due to a problem with the item, but instead because they disagreed with the company’s values or policies. This adds a further wrinkle to the retail relationship as customers find ways to retaliate financially against companies beyond the purchase decision. 

However, retailers are being given the chance to rectify consumer claims first. Reassuringly, the majority of UK consumers (70%) would turn to the retailer first, to give them the chance to rectify a problem, before making a credit card dispute about an item. This allows merchants a window of opportunity to address the issue before the bank or credit card issuers take on a chargeback. In fact, most customers will wait 4-5 days to receive an item before filing a chargeback, whilst many would wait longer. 

How can retailers avoid chargebacks? 60% of customers said that a generous returns policy would make them less likely to file a chargeback against a merchant in the first place. Retailers could therefore consider enacting a longer returns window as one tactic to prevent the financial losses of credit card chargebacks. 

Andy Mulcahy, Strategy and Insight Director, IMRG: “There is growing evidence that people are looking to save money however they can, from bundling up orders to avoid paying for delivery twice to returning more items than they did previously. It seems likely that, given the pressure on discretionary spend, we may see a reduction in shopper patience in instances where the experience doesn’t match their expectations, which could lead to an even greater proportion issuing chargebacks.”

Roenen Ben-Ami, Co-founder and Chief Risk Officer, Justt: “The survey shows that a near majority of UK customers not only understand the chargeback process, but have actively used it to dispute transactions. That figure will only grow during a time of global belt-tightening. To stave off significant revenue losses, merchants must not only rethink their logistics and return policies to preempt chargebacks, but also put in place proper resources and technology systems to manage disputes effectively.”

To read the full findings of the report, click here

About IMRG

For over 20 years, IMRG (Interactive Media in Retail Group) has been the voice of online retail in the UK. We are a membership community comprising businesses of all sizes – multichannel and pureplay, SME and multinational, and solution providers to industry. We support our members through a range of activities – including market tracking and insight, benchmarking and best practice sharing. Our indices provide in-depth intelligence on online sales, mobile sales, delivery trends and over 80 additional KPIs. Our goal is to ensure our members have the information and resources they need to succeed in rapidly-evolving markets – both domestically and internationally.

About Justt

Justt wins back your hard-earned money by compiling the best evidence in the chargeback mitigation industry. Combining the power of AI with real human expertise, Justt is easy to work with, accurate and efficient. Headquartered in Tel Aviv, Justt has a global team of nearly 200 employees, most of them payment experts and software engineers, and a proven track record of high success rates across a wide range of industries.

Angle graphic

Let us help you
grow your business