Friendly fraud — when a customer files a chargeback despite receiving their order — is rising fast. For Shopify merchants, it's become one of the most frustrating parts of running an online store.

Why it's getting worse

Three trends are driving the increase:

1. Chargebacks are easier than refunds. Customers can file a dispute with one click in their banking app. No need to contact the merchant, pack up a return, or wait for approval. It's instant.

2. Banks rarely verify claims. If a customer says "I never got it," banks often side with them by default — especially for amounts under £100. The burden of proof is on you.

3. No consequences for customers. Even if they lose the dispute, there's usually no penalty. They can try again on their next order.

What you can do

Require signature on delivery. This is the single most effective defence. Banks take delivery signatures seriously.

Respond to every dispute. Even if it seems like a lost cause, always submit evidence. Non-response guarantees a loss.

Block repeat offenders. If a customer files one chargeback, they're likely to do it again. Blacklist them immediately.

Make your policies visible. Ensure customers accept your refund and shipping policies at checkout. Reference these in your dispute responses.

The bottom line

Friendly fraud won't disappear, but you can reduce its impact. Fast responses, good evidence, and repeat offender blocking are your best defences.