Visa Dispute Case Manager uses AI to centralise workflows for managing disputes across multiple card networks
Visa, a global digital payments company, has announced six new dispute-resolution tools to address losses stemming from inefficient, outdated dispute processes.
The expanded suite of dispute resolution services is intended to help merchants and financial institutions lower administrative costs, reduce fraud-related losses, and reallocate resources toward operations, product development, and customer support.
Disputes remain a persistent friction point in commerce, contributing to higher costs for merchants and financial institutions and creating confusion for consumers. In 2025, Visa processed 106 million disputes globally, a 35% increase since 2019.
Sam Abadir, Research Director, Risk, Compliance & Financial Crime, IDC Financial Insights, said, “Dispute management is moving from a back-office function to a strategic priority, driven by rising volumes, regulatory scrutiny, and growing pressure to protect customer experience.”
Abadir added, “Institutions that continue to manage disputes through fragmented, manual processes are leaving recoverable revenue on the table and absorbing costs that modern workflows could eliminate.”
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New & Enhanced Dispute Resolution Tools for Merchants
- Efficient Dispute Resolution:
Visa Dispute Resolution Network is designed to streamline pre-dispute handling so merchants can address potential disputes before they escalate, shortening resolution times and lowering operational workload. A pilot is available now, with general availability planned for late 2026.
- AI-Driven Revenue Recovery:
Visa Dispute Recovery Manager automates representment for merchants by managing disputes with generative AI responses and providing win-prediction scoring intended to improve recovery rates. Pilot expansion is planned for late 2026.
- Proactive Dispute Prevention:
Order Insight helps reduce unnecessary disputes by surfacing transaction details to clarify legitimate charges. An April 2026 update allows merchants to use Compelling Evidence 3.0 within Order Insight to share evidence with banks regarding suspicious transactions, aiming to reduce instances of friendly fraud.
New & Enhanced Dispute Resolution Tools for Issuers & Acquirers
- Empowering Agents:
Dispute Intelligence uses predictive AI models to support case-by-case analysis with network-wide insights, helping agents make more informed decisions using Visa’s global transaction and dispute data. It is generally available now.
- Streamlined Review:
Dispute Doc Analyser 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 Analyser can auto-populate response questionnaires for their merchants and is generally available now.
- AI-Powered Dispute Platform:
Visa Dispute Case Manager uses AI to centralise workflows for managing disputes across multiple card networks, from intake to resolution. General availability in North America is expected in 2026.
Andrew Torre, President of Value-Added Services, Visa, said, “Disputes put strain on every part of the payments ecosystem, frustrating consumers, while driving cost and complexity for merchants and financial institutions.”
Torre added, “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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