Visa, a global leader in digital payments, has announced six new dispute resolution tools aimed at tackling the high cost and complexity of traditional dispute processes. The expanded suite of dispute resolution services is being designed to help merchants and financial institutions cut administrative costs, reduce fraud-related losses and redirect those resources toward growth, innovation and customer experience.
Disputes remain one of the most persistent friction points in commerce, driving, rising costs for merchants and financial institutions while simultaneously leaving consumers frustrated and confused. In 2025, Visa processed 106 million disputes globally, a 35% increase since 2019
New & Enhanced Dispute Resolution Tools for Merchants
- Efficient Dispute Resolution: Visa Dispute Resolution Network streamlines pre-dispute handling so merchants can resolve potential disputes before they escalate, accelerating resolution, reducing operational burden. Pilot available now with general availability planned for late 2026.
- AI-Driven Revenue Recovery: Visa Dispute Recovery Manager automates representment for merchants – managing disputes with GenAI responses and providing win prediction scoring to maximize recovery. Pilot expansion planned for late 2026.
- Proactive Dispute Prevention: Order Insight helps prevent unnecessary disputes by surfacing transaction details to clear up confusion over legitimate charges. An April 2026 update means merchants can use Compelling Evidence 3.0 within Order Insight to share evidence with banks regarding suspicious transactions, further reducing friendly fraud instances.
“Disputes put strain on every part of payments ecosystem, frustrating consumers, while driving cost and complexity for merchants and financial institutions, said Andrew Torre, President of Value-Added Services, Visa. “When outdated technology cannot keep pace, fraud goes undetected. Our expanded suite of dispute services gives clients the visibility they need to focus on what matters most: serving customers, launching new products and growing their businesses.” said Chad Pollock, Vice President and General Manager Visa East Africa
New & Enhanced Dispute Resolution Tools for Issuers & Acquirers
- Empowering Agents: Dispute Intelligence is powered by predictive AI models, aiding case‑by‑case analysis with network‑wide foresight to empower agents to make more informed decisions using Visa’s global transaction and dispute data. Generally available now.
- Streamlined Review: Dispute Doc Analyzer uses AI to enable faster, more confident dispute resolution outcomes. For issuers, this tool will provide summaries of merchant documents including key data elements in a structured format to help analysts with time consuming manual review and dispute decisions (available in late April 2026). For acquirers, Doc Analyzer facilitates the ability to auto-populate response questionnaires on behalf of their merchants (generally available now).
- AI-Powered Dispute Platform: Visa Dispute Case Manager incorporates AI functionality to unify workflows into a centralized platform for managing disputes across a variety of card networks, from intake to resolution. The platform will be available in North America, with Central Europe, Middle East & Africa markets to follow.
“Disputes put strain on every part of payments ecosystem, frustrating consumers, while driving cost and complexity for merchants and financial institutions.” said Andrew Torre, President of Value-Added Services, Visa.
“When outdated technology cannot keep pace, fraud goes undetected. Our expanded suite of dispute services gives clients the visibility they need to focus on what matters most: serving customers, launching new products and growing their businesses.” said Chad Pollock, Vice President and General Manager Visa East Africa
For more information on these products, please visit Visa’s Value-Added Services website here: https://corporate.visa.com/en/solutions/value-added-services.html
