Global payments giant Visa has unveiled a new suite of artificial intelligence-powered dispute resolution services aimed at reducing fraud-related losses, cutting operational costs, and improving customer experience for banks, merchants, and payment service providers.
The company announced six new and enhanced dispute management solutions that seek to modernize the traditional chargeback and transaction dispute process, which has become increasingly costly and complex across the global payments ecosystem.
According to Visa, the company processed 106 million disputes globally in 2025, representing a 35 percent increase since 2019.
The new solutions leverage AI, predictive analytics, and Visa’s proprietary transaction data to help financial institutions and merchants resolve disputes faster, prevent fraud, and reduce administrative burdens.
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Speaking during the announcement, Andrew Torre said disputes continue to create significant friction in digital commerce.
“Disputes put strain on every part of the payments ecosystem, frustrating consumers, while driving cost and complexity for merchants and financial institutions,” he said.
He added that outdated systems are increasingly struggling to keep pace with sophisticated fraud trends.
“When outdated technology cannot keep pace, fraud goes undetected.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,” he said.
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Among the new products launched is the Visa Dispute Resolution Network, a platform designed to streamline pre-dispute handling by allowing merchants to resolve transaction concerns before they escalate into formal disputes.
Visa said the platform is expected to reduce operational burdens while accelerating dispute resolution timelines. The pilot phase is currently ongoing, with wider rollout expected in late 2026.
The company also introduced Visa Dispute Recovery Manager, an AI-powered system that automates representment processes for merchants. The tool uses generative AI to draft responses and predict dispute outcomes, helping merchants maximize revenue recovery from disputed transactions.
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Another upgraded product is Order Insight, a dispute prevention tool that enables merchants to provide additional transaction details to consumers and banks to minimize confusion around legitimate charges.
Visa said an April 2026 enhancement now allows merchants to integrate Compelling Evidence 3.0 within Order Insight, enabling the sharing of evidence on suspicious transactions to reduce cases of “friendly fraud,” where legitimate customers falsely dispute valid purchases.
New AI tools for banks and payment providers
For issuing banks and acquiring institutions, Visa launched Dispute Intelligence, a predictive AI-powered tool that uses network-wide transaction and dispute data to support agents in making more informed case decisions.
The service is now generally available.
Visa also announced Dispute Doc Analyzer, an AI-enabled document review system designed to simplify dispute investigations.
For issuers, the tool summarizes merchant documentation and extracts key information into structured formats to speed up manual reviews. For acquirers, it can automatically populate response questionnaires on behalf of merchants.
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The company further unveiled Visa Dispute Case Manager, an AI-powered centralized dispute management platform that consolidates workflows across multiple card networks from case intake to final resolution.
The platform will initially launch in North America before expanding into Central Europe, the Middle East, and Africa.
Chad Pollock said the new services will allow financial institutions and merchants to focus more resources on growth and innovation instead of fraud management costs.
The announcement comes at a time when digital payments adoption continues to accelerate globally, increasing the need for more sophisticated fraud detection and dispute resolution technologies.
For African markets such as Kenya, where mobile payments and digital commerce are rapidly expanding, the use of AI-driven fraud prevention systems is expected to become increasingly important for banks, fintech firms, merchants, and payment processors.
