Visa Launches AI-Powered Tools to Simplify Dispute Resolution for Banks and Merchants
Visa has unveiled six new and enhanced dispute resolution services aimed at helping merchants, issuers and acquirers reduce fraud-related losses, cut operational costs and improve customer experience through the use of artificial intelligence and advanced payment technologies.
Announced in Nairobi on May 4, 2026, the new solutions are part of Visa’s broader strategy to modernize the dispute resolution process amid a growing rise in digital payment disputes globally.
According to Visa, the company processed 106 million disputes worldwide in 2025, representing a 35 percent increase since 2019, underscoring the increasing pressure on merchants and financial institutions to adopt faster and more efficient systems.
The newly introduced tools are designed to streamline dispute handling, improve transparency and enable businesses to resolve payment disputes before they escalate into costly chargebacks.
Among the solutions targeting merchants is the Visa Dispute Resolution Network, which seeks to simplify pre-dispute handling by allowing merchants to resolve issues early, reducing operational burden and accelerating settlement timelines. The service is currently under pilot phase, with full rollout expected later in 2026.
Visa also introduced the Visa Dispute Recovery Manager, an AI-powered tool that automates dispute representment processes using generative AI responses and predictive scoring to improve merchants’ chances of recovering revenue lost through disputes.
Another enhanced service, Order Insight, is aimed at preventing unnecessary disputes by providing detailed transaction information that helps customers identify legitimate charges. An April 2026 update now allows merchants to integrate Compelling Evidence 3.0, enabling them to share additional evidence with banks to curb cases of friendly fraud.
Speaking during the announcement, Andrew Torre said disputes continue to place pressure across the payments ecosystem by increasing costs and frustrating consumers.
“When outdated technology cannot keep pace, fraud goes undetected.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,” he said.
For issuers and acquirers, Visa unveiled Dispute Intelligence, a predictive AI-powered solution that uses Visa’s global transaction and dispute data to help agents make informed case-by-case decisions.
The company also launched Dispute Doc Analyzer, an AI-enabled platform that summarizes merchant documents and structures key information to simplify manual reviews and speed up dispute decisions. For acquirers, the tool can automatically populate response questionnaires on behalf of merchants.
In addition, Visa introduced Visa Dispute Case Manager, an AI-powered centralized platform designed to manage disputes across multiple card networks from intake to resolution. The platform will initially launch in North America before expanding to Central Europe, the Middle East and Africa.
Chad Pollock said the new solutions will help financial institutions shift focus from administrative processes to innovation and customer service.
Visa noted that the expanded suite of dispute services is expected to strengthen fraud detection capabilities while enabling businesses to better manage the growing complexity of digital commerce.
