Visa announced a new suite of six dispute resolution tools to help address the growing cost, complexity and inefficiencies of payment disputes across the global ecosystem.
These tools use artificial intelligence and automation to simplify dispute handling, reduce fraud-related losses and improve operational efficiency.
The new & enhanced dispute resolution tools for merchants focus on:
- 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.
Visa is also targeting issuers and acquirers with AI-driven tools designed to improve decision-making and efficiency:
- Dispute Intelligence uses predictive AI models and network-wide data to assist agents in making more informed case-by-case decisions. This tool is already generally available.
- Dispute Doc Analyzer automates document review. For issuers, it summarizes merchant-submitted documents into structured data to speed up analysis (available from April 2026). For acquirers, it can auto-populate response questionnaires, reducing manual work.
- Visa Dispute Case Manager introduces a centralized, AI-powered platform to manage disputes across multiple card networks. While initially launching in North America, rollout to Central Europe, the Middle East, and Africa is planned.
According to Andrew Torre, President of Value-Added Services at Visa, disputes have become a major strain across the payments ecosystem.
“Disputes put strain on every part of the payments ecosystem, frustrating consumers, while driving cost and complexity for merchants and financial institutions.”
Chad Pollock, Vice President and General Manager for Visa East Africa, emphasized the need for modern tools to keep up with evolving fraud tactics.
“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.”
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