Visa Launches Six AI Tools to Overhaul Credit Card Dispute Resolution as Global Volumes Surpass 106 Million
Visa has unveiled a suite of six AI-powered services targeting the credit card dispute process, deploying generative AI for automated merchant representment and predictive models for issuer decision support as global dispute volumes reach 106 million annually, up 35 percent since 2019.
Visa announced six new artificial intelligence tools on April 1 designed to modernize what the payments giant called an “outdated” credit card dispute process, targeting a system that handled more than 106 million disputes globally in 2025 — a 35 percent increase since 2019, according to CNBC.
The tools split evenly between merchant-facing and issuer-facing solutions, combining generative AI for automated responses with predictive models for case analysis. Andrew Torre, Visa’s president of value-added services, said the expanded suite aims to give clients “the visibility they need to focus on what matters most,” acknowledging that back-office dispute systems across the industry remain “largely manual,” according to the company’s press release.
Merchant Tools: Pre-Dispute Interception and GenAI Representment
Three of the six tools target merchants. The Visa Dispute Resolution Network intercepts potential chargebacks before they escalate into formal disputes, allowing merchants to resolve issues proactively. A pilot is currently available, with general availability planned for late 2026, per the press release.
The Visa Dispute Recovery Manager automates the representment process — the formal response merchants file to contest chargebacks — using generative AI to draft responses and a win-prediction scoring system to help merchants prioritize which disputes are worth contesting. Visa plans to expand its pilot in late 2026.
An April 2026 update to Order Insight, Visa’s existing transaction-detail sharing service, now enables merchants to submit evidence to issuing banks using a framework called Compelling Evidence 3.0, which targets so-called friendly fraud — disputed charges where the cardholder actually authorized the transaction, as CNBC reported.
Issuer and Acquirer Tools: Predictive AI and Document Analysis
The remaining three tools serve financial institutions on the issuing and acquiring side of the payments chain. Dispute Intelligence uses predictive AI models trained on network-wide data to provide agent decision support, helping human analysts evaluate cases more efficiently. The tool is generally available now, according to the press release.
The Dispute Doc Analyzer applies AI to read merchant submissions and auto-populate response questionnaires, reducing the manual labor required to process each case. The tool is already available for acquirers, with issuer access planned for late April 2026.
The sixth tool, Visa Dispute Case Manager, consolidates dispute workflows across multiple card networks into a single platform, handling cases from intake to resolution. North American general availability is expected later in 2026.
Scale of the Problem
The 35 percent rise in dispute volumes since 2019 reflects several converging pressures. The surge in e-commerce during and after the pandemic increased the surface area for transaction confusion, while the proliferation of subscription services and digital wallets has made it harder for consumers to recognize charges on their statements. Friendly fraud — where consumers dispute legitimate purchases — has become a growing category, with industry estimates suggesting it accounts for a significant share of total chargebacks.
IDC Financial Insights noted that institutions relying on outdated dispute workflows risk leaving recoverable revenue unclaimed while absorbing unnecessary processing costs, according to CNBC.
The launch represents one of the most comprehensive applications of generative AI to financial back-office operations by a major payments network, moving the technology beyond customer-facing chatbots into the complex, document-heavy workflows that underpin dispute arbitration between merchants, banks, and card networks.