Visa has launched a suite of AI-powered dispute resolution tools to help financial institutions and merchants improve fraud detection as dispute volumes continue to rise.

The payments provider announced six new and enhanced capabilities designed to automate key parts of the dispute lifecycle, which use AI to streamline case management, improve decision-making and increase recovery rates.

Visa said it processed 106 million disputes globally in 2025, which is a 35 per cent increase since 2019, placing growing pressure on manual review processes and customer service teams.

The tools use automation across multiple stages of dispute handling. The Visa Dispute Recovery Manager uses generative AI to automate responses for merchants, alongside predictive scoring to assess the likelihood of successful recovery.

Visa has also launched Dispute Intelligence, which applies predictive AI models to analyse disputes using network-wide transaction data. The tool is designed to help agents make more informed decisions by providing contextual insights derived from Visa’s global payments data.

Another tool, the Dispute Doc Analyzer, uses AI to summarise merchant documentation and extract key data points. Visa said it is designed to reduce time spent on manual review and enable faster dispute outcomes for issuers, while also allowing acquirers to automatically populate response questionnaires.

Visa is also developing Visa Dispute Case Manager, an AI-enabled platform that centralises workflows across card networks, from intake through to resolution. The system is designed to replace fragmented dispute handling processes with a unified environment supported by automation.

Other tools in the suite focus on dispute prevention and early intervention. The Visa Dispute Resolution Network is designed to resolve issues before they escalate, while Order Insight provides detailed transaction information to reduce “friendly fraud” and customer confusion over legitimate charges.

Visa said the new tools will roll out in phases throughout 2026.

Andrew Torre, president of value-added services at Visa, said disputes put strain on every part of the payments ecosystem, which can result in frustrated customers, and higher costs for merchants and financial institutions.

"When outdated technology cannot keep pace, fraud goes undetected,” he added. “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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