Visa has announced a global rollout of its new AI-powered dispute resolution system, designed to drastically reduce the time it takes for consumers to resolve chargebacks and payment disputes. The tool leverages machine learning to automate the initial evidence review and classify claims based on historical patterns and issuer behavior.
According to Visa, the system is already resolving some disputes in under one minute, with pilot programs showing up to a 25% reduction in manual claim reviews. Traditionally, card disputes could take 30 to 45 days to settle—causing frustration for both merchants and consumers.
The AI engine works by analyzing large datasets across merchant types, consumer history, and transaction context. It identifies high-probability outcomes and recommends automatic resolution paths where appropriate. This is expected to reduce friction in the refund process and also prevent bad actors from exploiting loopholes in the traditional chargeback system.
Visa’s EVP of Global Risk, Charlotte Hogg, stated that the goal is to “simplify and speed up payments protection in a way that benefits both sides of the transaction.” The company also confirmed it will roll out the system across North America and Europe first, with Asia-Pacific to follow later in the year.
Why it matters
- Marks a major leap in automation of customer service workflows in payments
- Could lead to faster refunds and fewer merchant losses
- Signals further use of AI across transaction processing systems
