Visa unveils AI-powered dispute resolution tools

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Visa has unveiled six new dispute resolution services powered by artificial intelligence and proprietary technology to help financial institutions and merchants reduce fraud-related losses and administrative costs.

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In a statement, the digital payments company said the tools would modernise dispute management processes, improve visibility into fraud expenses and help businesses redirect resources towards growth, innovation and customer experience.

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Visa disclosed that it processed 106 million disputes globally in 2025, representing a 35 per cent increase from 2019. The company said disputes remained one of the major challenges within the payments ecosystem because of rising operational costs for merchants and financial institutions, as well as frustrations experienced by consumers.

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Among the new solutions introduced for merchants is the Visa Dispute Resolution Network, designed to streamline pre-dispute management and resolve transaction issues before they escalate into formal disputes.

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The company said the service would accelerate resolution timelines and reduce operational burdens for merchants, with wider rollout planned for late 2026.

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Visa also introduced the Visa Dispute Recovery Manager, which automates dispute representment for merchants using generative artificial intelligence responses and win-prediction scoring to improve recovery outcomes. Another service, Order Insight, provides transaction details that help consumers and banks identify legitimate charges and reduce unnecessary disputes. Visa added that an April 2026 update would enable merchants to use Compelling Evidence 3.0 within Order Insight to submit evidence on suspicious transactions to banks and reduce cases of friendly fraud.

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For issuers and acquirers, the company launched Dispute Intelligence, an AI-powered solution that uses predictive models and Visa’s global transaction data to support dispute analysis and decision-making. Visa also introduced the Dispute Doc Analyser, which uses artificial intelligence to summarise merchant documents and speed up dispute resolution processes. The company said the solution would help issuers review merchant documentation faster and enable acquirers to automatically populate response questionnaires on behalf of merchants.

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Visa further launched the Visa Dispute Case Manager, a centralised platform that integrates dispute workflows across multiple card networks from intake to resolution.

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Speaking on the development, Vice President and Cluster Head for Visa West Africa, Andrew Uaboi, said the solutions would help stakeholders address the growing complexity of payment disputes and fraud management.

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Uaboi said, “Disputes put strain on every part of the payments ecosystem, frustrating consumers while driving cost and complexity for merchants and financial institutions.

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“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.”

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