Visa has introduced a suite of six new tools to enhance dispute resolution processes for merchants and financial institutions, addressing inefficiencies throughout the disputes lifecycle.
These tools cater to different stakeholders—merchants, issuers, and acquirers—and will be rolled out at varying times, ranging from immediate availability to late 2026.
With global dispute volumes on the rise, Visa processed 106 million disputes in 2025, marking a 35% increase compared to 2019. This surge highlights the growing operational challenges faced by businesses and financial institutions due to disputes, which continue to be a costly area mainly because of manual processes, fragmented operations, and the rise of friendly fraud.
Merchant-facing enhancements
Three tools are aimed at improving merchants’ experience. The Visa Dispute Resolution Network aims to simplify pre-dispute handling by addressing issues before they escalate, with a pilot currently available and full launch scheduled for late 2026.
The Visa Dispute Recovery Manager leverages generative AI to automate the representment process. It also includes win prediction scoring to aid recovery outcomes; a trial is planned for later in the year.
Order Insight, an existing platform that helps merchants understand transaction details and reduce confusion over legitimate charges, has been updated with Compelling Evidence 3.0 capabilities. This feature enables merchants to present evidence of potentially suspicious transactions to issuing banks, aiming to lessen instances of friendly fraud.
Tools for issuers and acquirers
Dispute Intelligence, now generally available, utilizes AI predictive models to assist in case-by-case analysis using Visa’s global transaction and dispute data. Additionally, Dispute Doc Analyser employs AI to process merchant documents, providing structured key data for analyst review.
The tool is slated for availability late April 2026 for issuers and is currently generally available for acquirers, helping auto-populate response questionnaires on behalf of merchants. Visa’s Dispute Case Manager unifies dispute workflows into a single platform covering card networks from intake through resolution, with North American general availability planned for 2026.
These innovations reflect an industry trend where dispute management is becoming more critical as volumes increase and regulatory focus on fraud and consumer protection intensifies. By integrating AI-driven automation into key aspects of the disputes process—from representment to case analysis—Visa aims to reduce the manual effort currently involved in handling disputes.
