What is the difference between fraud and non-fraud disputes?

Fraud disputes are instances in which the cardholder claims their card was used fraudulently, or it was used without their knowledge.

Non-fraud disputes are instances in which the cardholder is aware they authorized the transaction, but they are disputing it nonetheless. Reasons for a non-fraud dispute include, but are not limited to:

  • Non-receipt of merchandise
  • Defective goods
  • Service cancellation
  • Refund request was denied