Spanish E-Commerce Companies Lose Over €100 Million to Friendly Fraud: How Registered Email Helps Recover Chargebacks

40% of Spaniards make Internet purchases every month, according to the Spanish Economic and Social Council. In 2016 alone, Spanish e-commerce turnover rose by 23.3% compared to the previous year, reaching nearly €22 billion.

While these figures show consistent growth, fraud has also increased in parallel. Various studies estimate that between 0.5% and 1% of annual turnover is lost to fraud. Based on this data, Spanish e-commerce companies lose more than €100 million annually.

A significant part of these losses is due to what is called friendly fraud. This occurs when a consumer makes a legitimate purchase, receives the goods or services, but later files a chargeback with the issuing bank denying the transaction — without a valid reason.

The challenge of friendly fraud

With the rapid growth of e-commerce in Spain, businesses urgently need solutions that provide effective and verifiable tools to contest fraudulent claims with banks and card issuers.

Once a chargeback is initiated, the burden of proof falls on the merchant. To recover funds, the merchant must provide solid evidence that the purchase was legitimate. For online transactions — particularly intangible products such as airline tickets, event passes, or software downloads — credit card companies accept email exchanges between buyer and seller as valid evidence, provided their authenticity can be certified.

This is where registered email becomes essential: by certifying both the content and delivery of communications, companies can anticipate fraud and guarantee irrefutable proof in case of disputes.

Strengthening customer interactions with certified email

As Carlos Ticó, CEO of eEvidence, explains:
“By having a third party certify the emails, companies obtain proof of what was sent via email in order to show that those chargebacks are in fact fraudulent. By implementing this simple precaution, e-commerce entities from the travel or ticketing industries have doubled their chargeback recovery rates in just six months, thereby reducing losses related to fraud and improving their results and profits.”

Frequently Asked Questions (FAQ)

What is friendly fraud in e-commerce?

It is when a customer makes a legitimate purchase, receives the goods or services, but later denies the transaction and requests a chargeback from their bank without valid grounds.

Why is friendly fraud a major issue for online businesses?

Because it results in significant financial losses. Merchants not only lose the value of the transaction but may also face additional penalties and higher processing fees.

How does registered email help in chargeback disputes?

Registered email certifies the content, attachments, and delivery of communications between buyer and seller, providing irrefutable proof to contest fraudulent claims.

Is registered email accepted as legal evidence?

Yes. Registered email complies with regulations such as the European eIDAS framework, making it admissible as legal proof in court and in disputes with banks.

Conclusion: Protect your e-commerce business with registered email

Friendly fraud is a growing threat that costs Spanish companies over €100 million annually. Without solid evidence, disputing chargebacks is nearly impossible. With registered email, your company can prove communications, fight back against fraud, and recover lost revenue.

Don’t wait until your business suffers from preventable losses. Start using eEvidence today and strengthen your defenses against chargebacks.