Visa Unveils New Services to Modernize Dispute Resolution Process

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genai technical

Generative AI (genai) is a type of artificial intelligence designed to create new content, such as text, images, or music, that resembles human-produced work. It matters to investors because it has the potential to transform industries by automating tasks, enhancing creativity, and enabling new products and services, which can influence company performance and market opportunities.

predictive ai models technical

Predictive AI models are computer systems that learn patterns from past data to estimate what is likely to happen next, such as future sales, stock movements, or customer behavior. For investors they matter because these models can sharpen forecasts, flag risks, and speed decision-making—like using a weather forecast to plan a trip rather than guessing—potentially improving returns or avoiding losses when their predictions are reliable.

friendly fraud financial

Friendly fraud occurs when a customer disputes a legitimate charge—claiming it was unauthorized or requesting a refund—after receiving the product or service. For investors, it matters because repeated disputes drive up costs from chargebacks, raise payment-processing fees, erode reported revenue and margins, and can signal weak controls; think of it like a neighbor asking for money back after using a purchased item and saying they never bought it.

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Acquirers are the companies, investment groups, or individuals that buy another business or its assets. For investors this matters because an acquisition can change who controls a company, alter future profits and risks, and often moves the share price — like a new owner buying a shop and rearranging or expanding it to try to increase sales or cut costs.

issuers financial

Organizations or entities that create and offer securities—such as stocks, bonds or other financial instruments—to investors. Think of an issuer as the borrower or product maker: it promises future payments or ownership rights and is responsible for delivering on those promises, so an investor’s returns and risk depend on the issuer’s financial health, governance and honesty.

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• Fraudulent disputes and administrative inefficiencies drive billions in avoidable economic costs
• Six new and enhanced dispute resolution tools utilize AI and proprietary technology to help provide issuers, acquirers and merchants with increased visibility into costly fraud expenses

SAN FRANCISCO--(BUSINESS WIRE)-- Visa (NYSE: V), a global leader in digital payments, today announced six new dispute resolution tools designed to reduce the billions of dollars lost annually to inefficient, outdated dispute processes. The expanded suite of dispute resolution services is being designed to help merchants and financial institutions cut administrative costs, reduce fraud-related losses and redirect those resources toward growth, innovation and customer experience.

Disputes remain one of the most persistent friction points in commerce, driving rising costs for merchants and financial institutions while simultaneously leaving consumers frustrated and confused. In 2025, Visa processed 106 million disputes globally, a 35% increase since 2019¹.

"Dispute management is moving from a back-office function to a strategic priority, driven by rising volumes, regulatory scrutiny, and growing pressure to protect customer experience," says Sam Abadir, Research Director, Risk, Compliance & Financial Crime, IDC Financial Insights. "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."

New & Enhanced Dispute Resolution Tools for Merchants

• Efficient Dispute Resolution: Visa Dispute Resolution Network streamlines pre-dispute handling so merchants can resolve potential disputes before they escalate, accelerating resolution, reducing operational burden. Pilot available now with general availability planned for late 2026.
• AI-Driven Revenue Recovery: Visa Dispute Recovery Manager automates representment for merchants – managing disputes with GenAI responses and providing win prediction scoring to maximize recovery. Pilot expansion planned for late 2026.
• Proactive Dispute Prevention: Order Insight helps prevent unnecessary disputes by surfacing transaction details to clear up confusion over legitimate charges. An April 2026 update means merchants can use Compelling Evidence 3.0 within Order Insight to share evidence with banks regarding suspicious transactions, further reducing friendly fraud instances.

New & Enhanced Dispute Resolution Tools for Issuers & Acquirers

• Empowering Agents: Dispute Intelligence is powered by predictive AI models, aiding case‑by‑case analysis with network‑wide foresight to empower agents to make more informed decisions using Visa’s global transaction and dispute data. Generally available now.
• Streamlined Review: Dispute Doc Analyzer uses AI to enable faster, more confident dispute resolution outcomes. For issuers, this tool will provide summaries of merchant documents including key data elements in a structured format to help analysts with time consuming manual review and dispute decisions (available in late April 2026). For acquirers, Doc Analyzer facilitates the ability to auto-populate response questionnaires on behalf of their merchants (generally available now).
• AI-Powered Dispute Platform: Visa Dispute Case Manager incorporates AI functionality to unify workflows into a centralized platform for managing disputes across a variety of card networks, from intake to resolution. General availability in North America in 2026.

"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, Visa. "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.”

For more information on these products, please visit Visa’s Value-Added Services website here: https://corporate.visa.com/en/solutions/value-added-services.html

About Visa

Visa (NYSE: V) is a world leader in digital payments, facilitating transactions between consumers, sellers, financial institutions and government entities across more than 200 countries and territories. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive. We believe that economies that include everyone everywhere, uplift everyone everywhere and see access as foundational to the future of money movement. Learn more at Visa.com.

¹ VisaNet transaction data 2019-2025

View source version on businesswire.com: https://www.businesswire.com/news/home/20260401900827/en/

Media Contact
press@visa.com

Source: Visa Inc.