Payments provider Visa has announced six tools for dispute resolution that use artificial intelligence (AI).
Ultimately, it intends for the tools to reduce inefficiency and outdated processes. Furthermore, Visa said it designed its expanded tool suite to help both merchants and financial institutions to “cut administrative costs, reduce fraud-related losses and redirect those resources toward growth, innovation and customer experience.”
It called disputes “one of the most persistent friction points in commerce” in announcing the new tools. Visa said it processed 106 million disputes globally in 2025, up 35% from 2019.
The new suite of tools arrives as Visa continues to invest in agentic AI-powered payments. Along with payments competitor Mastercard, Visa launched agentic AI payments tools in October after having offered support for AI agents in May 2025.
Then, in December, Visa signaled that AI checkout could soon go mainstream.
“Disputes put strain on every part of the payments ecosystem, frustrating consumers, while driving cost and complexity for merchants and financial institutions,” said Andrew Torre, president of value-added services at Visa, in a statement. “When outdated technology cannot keep pace, fraud goes undetected.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.”
3 Visa AI tools for merchants to handle dispute resolution
- Efficient dispute resolution. Visa said its Dispute Resolution Network helps merchants to address issues pre-dispute. In doing so, it said merchants can resolve potential disputes before they escalate.
- AI-driven revenue recovery. Visa said its Dispute Recovery Manager automates “representment” for merchants. Representment refers to the process of a merchant challenging a customer’s chargeback. The tool manages disputes with generative AI responses and provides “win-prediction scoring” to maximize recovery, according to Visa.
- Proactive dispute prevention. Visa said Order Insight helps prevent unnecessary disputes. It surfaces transaction details to clear up confusion over legitimate charges, according to Visa.
Visa has made the pilot for the Dispute Resolution Network tool publicly available. It plans to make the tool open for general availability in late 2026. In addition, it plans to expand the pilot for “Dispute Recovery Manager” in late 2026.
As of April 1, 2026, an update allows merchants to use Compelling Evidence 3.0 within the Order Insight tool to share evidence with banks regarding suspicious transactions. This further reduces friendly fraud instances, Visa said.
3 Visa tools for financial institutions to address dispute resolution
- Empowering agents. Visa said it uses predictive AI models to power its Dispute Intelligence tool. It said the AI aids in case‑by‑case analysis. Visa said the agents make “more informed decisions” using its global transaction and dispute data.
- Streamlined Review. Visa said its Dispute Doc Analyzer tool uses AI to enable faster, more confident dispute resolution outcomes.
It said that for issuers, this tool provides summaries of merchant documents. Those summaries include key data elements “in a structured format” and can help analysts with manual review and dispute decisions.
And for acquirers, Visa said Doc Analyzer “facilitates the ability to auto-populate response questionnaires on behalf of their merchants.” - AI-Powered Dispute Platform: Visa said its Dispute Case Manager tool incorporates AI functionality “to unify workflows into a centralized platform for managing disputes across a variety of card networks, from intake to resolution.”
Visa has made Dispute Intelligence and Dispute Doc Analyzer generally available, as of April 1. It plans to add more Dispute Doc Analyzer capabilities in late April.
Visa said it plans to make Dispute Case Manager generally available in North America this year.
Sam Abadir, research director of risk, compliance and financial crime at IDC Financial Insights, said in the announcement that dispute management is “moving from a back-office function to a strategic priority.”
He said rising volumes, regulatory scrutiny and growing pressure to protect customers’ experiences are driving that shift.
“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,” Abadir said in the announcement.
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