Independent research and analysis

To advance fairer, faster, and more transparent payment dispute resolution.

Public Research

Chargeback Response Framework

January 15, 2025

A practical framework for minimizing representment failure rates. Covers the evidence hierarchy, timeline requirements per scheme, and common mistakes that cause avoidable losses.

Friendly Fraud

Why Consumers Choose Chargebacks Over Refunds — And What Merchants Can Do About It

Reflections from a panel on chargebacks and friendly fraud at Online Retailer Conference & Expo, alongside Warwick Ponders (Independent Payment Forum) and moderator Brad Kelly (Payment Services).

is a chargeback a scam under SPF, Treasury Scams Prevention Framework draft code

Chargebacks Are in Scope of the Scam Prevention Framework — at least for now

Treasury's draft codes and rules put more meat on the bones of the Scams Prevention Framework. The development the payments industry should be watching, though, is not in the headline obligations. Previously ‘goods & services” disputes were clearly marked as out-of-scope, the current expectations lean on legitimacy testing.

disputes chargebacks,

Liability in Agentic Commerce: Who Pays When the Agent Gets It Wrong?

The payments industry has spent a decade building the foundations agentic commerce now depends on — 3D Secure, network tokenisation, passkeys, digital wallet authentication. Those foundations are being puzzled together to enable a model they were not designed for, and they will be pushed to the edges of their functionality in the process.

May 2026

The Evidence Problem: Why Dispute Evidence Is Both Overloaded and Undervalued

Every payment dispute, in theory, turns on evidence. A cardholder says the goods were damaged. A merchant says they were delivered in perfect condition. Somewhere between those two claims sits what actually happened — and evidence is supposed to be the mechanism that gets us there. Supposedly!