Visa unveils AI-powered dispute resolution tools

Disputes remain one of the most persistent friction points in commerce, with billions of dollars lost annually - in 2025, Visa processed a record 106 million disputes globally, a 35% increase since 2019. The payments giant is bidding to improve the situation with six new tools: three for merchants and three for issuers and acquirers.

For merchants, it has developed a resolution network that streamlines pre-dispute handling so merchants can resolve situations before they escalate, accelerating resolution. Meanwhile, a recovery manager automates representment for merchants - managing disputes with GenAI responses and providing win prediction scoring to maximize recovery. Finally, Order Insight helps prevent unnecessary disputes by surfacing transaction details to clear up confusion over legitimate charges.

For issuers and acquirers, a Dispute Intelligence tool powered by predictive AI models aids case-by-case analysis with network wide foresight to empower agents to make more informed decisions. A Dispute Doc Analyser uses AI to provide summaries of merchant documents including key data elements in a structured format to help analysts review and dispute decisions. Finally, the Visa Dispute Case Manager incorporates AI to unify workflows into a centralised platform for managing disputes across a variety of card networks.

"Disputes put strain on every part of the payments ecosystem, frustrating consumers, while driving cost and complexity for merchants and financial institutions,” says Andrew Torre, president, 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 "When outdated technology cannot keep pace, fraud goes undetected.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.”