Visa has introduced a set of AI-based dispute resolution tools to help financial institutions and merchants handle rising fraud and chargeback volumes.

The payments firm has added six new or enhanced services that automate different stages of the dispute lifecycle. The tools apply AI to case intake, document review, decision support and recovery, with the aim of easing pressure on manual teams and improving outcomes for both issuers and merchants.

Visa said it handled 106 million disputes worldwide in 2025, up 35 per cent since 2019. The firm said this growth has strained existing review processes and customer service operations.

One product, Visa Dispute Recovery Manager, uses generative AI to draft responses for merchants and applies predictive scoring to estimate the likelihood of successful recovery.

Visa has also launched Dispute Intelligence, which uses predictive models and network-wide transaction data to analyse disputes. The tool gives agents contextual insights from Visa’s global payments data to support case decisions.

Another tool, Dispute Doc Analyzer, uses AI to summarise merchant documentation and extract data points. Visa said this is intended to cut the time spent on manual document review, speed issuer decisions and help acquirers auto-populate response questionnaires.

The company is also developing Visa Dispute Case Manager, an AI-enabled platform that centralises workflows across card networks from intake through to resolution. The platform is intended to replace fragmented handling with a single environment that uses automation to coordinate tasks.

Other tools in the suite are aimed at prevention and early intervention. Visa Dispute Resolution Network seeks to resolve disagreements before they become formal disputes, while Order Insight provides detailed transaction data to address so-called “friendly fraud” and customer uncertainty about valid charges.

Visa plans to roll out the tools in phases during 2026.

Andrew Torre, president of value-added services at Visa, said disputes affect banks, merchants and cardholders.

“Disputes put strain on every part of the payments ecosystem, which can result in frustrated customers, and higher costs for merchants and financial institutions,” he said. “When outdated technology cannot keep pace, fraud goes undetected.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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