The 2025 Cardholder Dispute Index from Chargebacks911 offers a revealing look at the shifting dynamics between consumers, merchants, and banks in the post-transaction space. Based on survey responses from over 1,200 cardholders in the U.S. and U.K., the report explores how payment preferences, digital habits, and rising consumer expectations are reshaping dispute behavior.
Key themes include the growing appeal of bank-first resolution, the normalization of chargebacks as refund alternatives, and the unintended consequences of making dispute processes too easy. Nearly half of consumers now bypass merchants entirely—and most say a successful dispute makes them more likely to file another. Whether you’re a merchant, acquirer, or payment strategist, this report offers critical insight into the motivations behind chargeback behavior—and how to intervene before disputes ever happen.
