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PYMNTS Report: Credit Card Frictions

The Credit Card Frictions report focuses on how frictions associated with credit card use such as transaction declines and disputes impact consumers' perception of the parties involved in these transactions. The report is based on a survey of more than 2,000 U.S. consumers who engage in online shopping.

KEY FINDINGS IN THE REPORT INCLUDE


86% percent of consumers say that experiencing a transaction decline has either improved or did not alter their perceptions of the merchant, issuing bank or card network involved in the transaction.


61% percent of consumers are satisfied with the outcome of disputed charges


More than a quarter of consumers say their perceptions of the merchants involved in the transactions worsened, regardless of the outcome of their disputed transactions.



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