02Our Friendly Fraud Process
From Dispute Review to Detection and Evidence That Wins
You see which disputes are friendly fraud before we build detection.
05Projects We've Built
Ecommerce Projects We Have Built
A selection of Shopify and ecommerce builds shipped for clients, the kind of stores where friendly fraud prevention protects legitimate revenue.
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LET'S DISCUSS
We had a different kind of problem. People were visiting the store, adding products to their carts, and then disappearing before they finished the order. We had tried a few apps and made changes here and there, but nothing really seemed to solve the bigger issue. The team went through the shopping experience with us and pointed out things we hadn't really noticed ourselves. They cleaned up the cart and checkout flow, made the mobile experience much smoother, and helped us make the store feel easier to shop. I’m not going to pretend we fixed everything overnight, but it finally feels like the store is helping the sale instead of getting in the way of it.
Ethan Parker
Founder of Elite Academy
The mobile experience is probably my favourite part of the new site. We had spent a lot of time making sure the desktop version looked right, and the team kept pushing us to think about how everything would actually feel on a phone too. They were right. The navigation is clean, the interactions feel natural, and everything we’ve tested so far works exactly as it should. They also went through the links, forms, integrations, and other details more than once before launch, which I really appreciated. And even after going live, we could still reach out when something came up. The whole process felt friendly, organised, and surprisingly straightforward.
James Whitmore
Head of Marketing of Lumen Outdoor
We had a pretty specific idea of what we wanted our website to become, but I wasn’t sure how easily we could explain all of it to a development team. There were quite a few moving parts, and we were working toward a deadline, so I expected a few things to get lost along the way. That never really happened. They understood what we were trying to achieve, kept us updated throughout the process, and got everything ready within the agreed timeline. The final site feels much easier to navigate, works beautifully on mobile, and is noticeably smoother for our customers. It was a huge relief seeing the original idea actually turn into the website we had in mind.
Michael Bennett
Founder & CEO of Northbridge Consulting
07Work Culture
Why Brands Trust Us With Friendly Fraud
Not every disputed order is a stolen card, and treating them the same loses money. These are the habits we bring to friendly fraud chargebacks.
Friendly versus criminal
We separate customer disputes from real theft so you respond correctly.
Repeat abusers tracked
Serial refunders and repeat claimants are flagged.
Evidence on every order
Delivery and usage proof is ready before a dispute arrives.
Higher win rates
Better evidence wins these disputes more often.
No guessing
We measure outcomes so you see what works.
Scoped to your data
Timing depends on your systems, from three to eight weeks.
08Overview
What is friendly fraud, and how do I fight these chargebacks?
Friendly fraud shows up as not-received or not-as-described claims from repeat customers with a positive history, while criminal fraud looks like unauthorized claims on first-time orders with mismatched addresses or failed AVS/CVV checks. Merchants recover over 40% of friendly fraud chargebacks with good evidence, versus under 10% for criminal fraud. We track repeat disputers, gathering delivery/usage evidence. Starts from $1,999.
- Service
- Friendly fraud prevention (detection, repeat abuser tracking, evidence collection)
- Starting price
- From $1,999
- Typical timeline
- 3-8 weeks depending on scope
- Platform
- Any ecommerce platform or custom checkout
- Built with
- Reason code classification, customer history tracking, evidence automation
- Experience
- 10+ years and 250+ shipped projects
- Post-launch support
- Ongoing maintenance retainer or one-time handoff
- Communication
- Calls in US, UK, and AU business hours
Who it's for
Stores seeing disputes from repeat customers
Customers with a positive order history are disputing charges as not-received or not-as-described.
Stores losing money to serial refunders
The same accounts keep disputing or requesting refunds after receiving their orders.
Stores wanting to tell friendly fraud from criminal fraud
You're treating every dispute the same when the evidence and win rates differ significantly.
Stores with digital products needing usage evidence
You need proof of logins, downloads, or in-app activity to counter a dispute.
Stores with a low friendly fraud win rate
You're submitting evidence but not the kind that wins this specific dispute type.
Not a fit for
You're dealing with stolen card fraud, not disputes from your own customers. Our Ecommerce Fraud Prevention Services page covers criminal fraud.
You need the broader ongoing chargeback representment workflow, not friendly-fraud-specific detection. Our Chargeback Management Services page covers that.
You want to stop chargebacks generally before they're filed, not specifically address customer-initiated disputes. Our Chargeback Prevention Services page covers that broader scope.
09Pricing
Transparent Starting Prices for Friendly Fraud Prevention
These are starting points in USD. Your final price depends on your payment processor and workflow needs, and you get a fixed proposal after scoping.
11The Right Technology for Your Project
Technology Stack
We connect your order, delivery and support data with your payment processor's dispute tools to catch friendly fraud chargebacks.
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What is friendly fraud?
Friendly fraud is a chargeback filed by the actual cardholder for a purchase they made, either from a genuine misunderstanding or deliberate abuse, rather than stolen card details.
How do I tell friendly fraud from real fraud?
Friendly fraud shows up as not-received or not-as-described claims from repeat customers with a positive history, while criminal fraud looks like unauthorized-transaction claims on first-time orders with mismatched addresses or failed AVS/CVV checks.
How do I fight friendly fraud chargebacks?
Submit evidence matched to the specific claim, delivery confirmation for not-received disputes, usage logs for not-as-described or digital product claims, since merchants recover over 40% of friendly fraud chargebacks with compelling evidence.
How do I detect repeat abusers?
We track dispute and refund history per customer, so accounts that repeatedly dispute after receiving their order get flagged before the next purchase.
How does evidence collection help win these disputes?
Evidence matched to the reason code, delivery tracking for shipping claims, login or download logs for digital goods, is what moves the win rate from a coin flip to over 40%.
Can I block serial refunders and abusers?
Yes, once an account is flagged for repeat disputes or refund requests, we can apply stricter checkout rules or manual review to future orders from that account.
How does delivery proof help against friendly fraud?
Tracking confirmation and delivery photos directly counter a not-received claim, which is one of the most common friendly fraud dispute reasons.
How much does a friendly fraud solution cost?
Starts from $1,999, scaling up depending on how much customer history tracking and evidence automation your store needs.