Visa launches new AI tools to manage the charge dispute process

Visa Inc. is revolutionizing the process of disputing credit card charges with the launch of six new tools powered by artificial intelligence. These cutting-edge tools are aimed at modernizing and streamlining the outdated dispute processes for merchants, issuers, and acquirers in the payments industry.

Andrew Torre, Visa’s president of value-added services, highlighted the need for a new approach to handling charge disputes, as the current back-office systems are predominantly manual. In 2025, Visa processed over 106 million charge disputes globally, showing a 35% increase since 2019. The company’s goal is to reduce this growth rate by implementing more efficient and automated solutions.

Visa’s new AI tools cater to different entities in the payments ecosystem. Three tools are designed for merchants, offering preemptive dispute resolution, generative AI responses for managing disputes, and detailed order insights to clarify unfamiliar charges. By providing additional information to financial institutions, Visa aims to minimize disputes arising from unrecognized charges on statements.

On the other hand, three tools are tailored for issuers and acquirers, leveraging predictive AI models for case-by-case analysis, summarizing and autofilling documents, and establishing an AI-powered dispute platform for end-to-end management. These tools enable proactive decision-making and enhance the efficiency of the dispute resolution process.

In addition to these AI tools, Visa recently introduced a subscription manager for cardholders to easily cancel unnecessary subscriptions. This automation not only saves time and money but also reduces confusion for all parties involved. Most of these tools are set to be available later this year, offering a more streamlined and user-friendly dispute resolution experience.

Overall, Visa’s innovative AI-powered tools represent a significant step towards simplifying and enhancing the dispute resolution process in the payments industry. By embracing automation and AI technology, Visa aims to deliver better outcomes for all stakeholders involved in credit card disputes.