Visa Launches AI Dispute Management Tools for Merchants and Banks

Visa wants AI to handle a growing wave of payment disputes

Visa is rolling out six new tools designed to modernize dispute management across the payments ecosystem. Each tool uses some form of artificial intelligence or a large language model to address what has long been a complicated and expensive process. The company’s broader goal is to reduce friction, cut losses, and potentially turn dispute handling into a source of revenue.

Digital payments may be standard in global e-commerce, but disputes still depend on a surprising amount of manual work. That human-heavy process becomes more expensive as transaction volume grows. Visa’s position is that AI-driven dispute handling can make the system faster, more efficient, and easier to manage for both merchants and financial institutions.

Payment disputes are rising fast

Visa processed 106 million disputes in 2025

Dispute volume is moving in the wrong direction for everyone involved. In 2025, Visa processed 106 million disputes, which marked a 35% increase compared with 2019. That jump highlights how costly and difficult dispute resolution has become as online payments continue to scale.

Analysts at IDC described dispute resolution as a traditionally labor-intensive function with fragmented workflows and heavy manual review. In that environment, modernizing the process with AI is being positioned not just as an operational improvement, but as a strategic way to recover revenue through better efficiency.

Visa’s new AI dispute tools for merchants

Visa is introducing three tools aimed at merchants: Dispute Resolution Network, Dispute Recovery Manager, and Order Insight.

Dispute Resolution Network

Dispute Resolution Network is focused on the pre-dispute stage. Its purpose is to resolve issues before they become formal disputes, helping merchants address problems earlier in the process.

Dispute Recovery Manager

Dispute Recovery Manager uses generative AI to automate responses to customers. That could reduce manual effort while speeding up how merchants handle dispute-related communication.

Order Insight

Order Insight is designed to surface transaction details quickly so legitimate charges can be identified faster. That added visibility could help reduce confusion and shorten the path to resolution.

Visa’s AI tools for issuers and acquirers

Financial institutions acting as issuers and acquirers will receive three additional tools: Dispute Intelligence, Dispute Doc Analyzer, and Dispute Case Manager.

Dispute Intelligence

Dispute Intelligence combines predictive AI models with Visa’s global transaction network. The idea is to give agents better information so they can make more informed decisions during the dispute process.

Dispute Doc Analyzer

Dispute Doc Analyzer is built to summarize merchant documents and produce a structured set of key data points. Visa says the goal is to do this without hallucinations, which matters in a process where accuracy is critical.

Dispute Case Manager

Dispute Case Manager is meant to bring fragmented workflows into a single platform. It supports multiple card networks and is designed to manage the dispute process from intake through resolution.

How Visa is framing AI in payments

Visa has been pushing AI in payments for some time. That includes earlier work on autonomous agents that could make purchases on behalf of users. Those efforts have not yet seen broad traction.

Now the company is placing its bet on dispute automation instead, which appears to be a more immediate and practical use case. Compared with more experimental AI payment concepts, automating disputes offers a clearer path to measurable value because it targets an existing pain point with direct operational and financial consequences.

Why Visa sees dispute automation as a business opportunity

Visa is not presenting dispute management as just a back-office function. It is treating it as an area where better tools can improve visibility, reduce operational complexity, and free teams to focus on customers and business growth.

According to Andrew Torre, Visa’s President of Value-Added Services, the new and expanded dispute services are intended to give clients the visibility they need to focus on serving customers, launching new products, and growing their businesses.

That framing matters. Instead of treating disputes purely as a cost of doing business, Visa is positioning AI-based dispute handling as something that can improve efficiency across the system while also helping clients recover value from a historically painful process.

Rollout timeline for Visa’s dispute management suite

Visa said most of these tools will roll out throughout 2026. That means the company is moving from concept to deployment across both merchant-facing and institution-facing parts of the payment stack.

The scope is broad. Merchants, issuers, and acquirers are all part of the rollout, which shows that Visa is not treating dispute modernization as a narrow feature update. It is approaching it as a network-wide effort to reshape how disputes are handled from the earliest warning signs through final resolution.

Visa AI dispute tools at a glance