Recently, Visa announced new AI-powered tools and services to modernize the dispute resolution process. These charge disputes drive billions in avoidable costs each year, and Visa’s new tools use AI and proprietary technology to help merchants and financial institutions cut costs and reduce fraud-related losses.
Visa Introduces New AI Tools to Optimize the Dispute Resolution Process
In a recent news post on the company website, Visa unveiled a few new services and tools to help modernize the dispute resolution process, and reduce the billions of dollars that are lost due to inefficient and outdated processes.
The expanded suite of tools is being designed to help both merchants and financial institutions cut administrative costs and reduce fraud, and also provide them with additional insights and visibility.
Disputes are one of the most common and costly friction points in commerce. They cost financial institutions and merchants plenty of money and lead to frustration and annoyance among consumers. In 2025 alone, Visa processed around 106 million disputes worldwide, which is a 35% increase since 2019.
While many of these disputes are legitimate and warranted, some are fraudulent. In fact, chargeback fraud, which involves someone making a legitimate purchase but then disputing the charge to get a refund and then keeping the item, is one of the most common types of ecommerce fraud.
New and Improved Tools for Merchants
The company announced three new and improved dispute resolution tools for merchants. First, the Visa Dispute Resolution Network streamlines pre-dispute handling and makes dispute resolution more efficient, so merchants can resolve possible disputes before they escalate. The pilot for this tool is available now, and general availability is planned for late 2026.
Next, the Visa Dispute Recovery Manager automates representment for merchants, as it manages disputes with GenAI responses and provides win prediction scoring to help merchants maximize recovery. The pilot expansion for this tool is planned for late 2026.
Lastly, the Order Insight tool helps prevent unnecessary disputes by showing transaction details to clear up any confusion about legitimate charges. This allows for proactive dispute resolution as opposed to reactive. The tool also features Compelling Evidence 3.0, which lets merchants share evidence of suspicious transactions with banks to reduce fraud.
Fresh and Enhanced Tools for Issuers and Acquirers
To go along with the three new and improved tools aimed at merchants, Visa also has some for issuers and acquirers. First, there’s Dispute Intelligence, which is powered by predictive AI models and helps aid case-by-case analysis with network-wide foresight to help agents make more informed and data-driven decisions. This tool is generally available now.
Next, the Dispute Doc Analyzer uses AI to help achieve faster and more confident dispute resolution outcomes. Specifically, it provides key elements and summaries of merchant documents in a structured format to help speed up manual reviews and decisions. This will be available in late April 2026.
Finally, the Visa Dispute Case Manager uses AI to unify workflows into a single centralized platform, which lets you manage entire disputes across a variety of card networks in one place. This feature is expected to have general availability in North America in 2026.
While these tools don’t have widespread availability yet, and may not have it for a while, I believe they’ll be popular among merchants and issuers/acquirers alike. Disputes are a huge issue, and anything that can help to reduce them or make them more efficient to deal with is a major win.
