{"id":526895,"date":"2026-04-02T13:10:26","date_gmt":"2026-04-02T17:10:26","guid":{"rendered":"https:\/\/www.paymentsjournal.com\/?p=526895"},"modified":"2026-04-02T13:10:30","modified_gmt":"2026-04-02T17:10:30","slug":"visa-streamlines-credit-card-disputes-with-new-tools","status":"publish","type":"post","link":"https:\/\/www.paymentsjournal.com\/visa-streamlines-credit-card-disputes-with-new-tools\/","title":{"rendered":"Visa Streamlines Credit Card Disputes with New Tools"},"content":{"rendered":"\n

After processing more than 106 million disputes last year, Visa is rolling out new AI tools to tackle a growing\u2014and often understood\u2014problem.<\/p>\n\n\n\n

Many of these disputes arise from unrecognized, but often legitimate, charges on consumers\u2019 increasingly complex statements. This surge represents roughly a 35% increase over the past six years.<\/p>\n\n\n\n

To address this pain point, Visa is launching six AI-driven tools.<\/a> Three are designed to help issuers better analyze and centralize dispute data, while the other three focus on merchants, aiming to improve a longstanding challenge: data sharing between merchants and card issuers.\u00a0<\/p>\n\n\n\n

\u201cThe legacy chargeback and dispute process was designed around consumers working with their card issuers and merchants working with their acquirers,\u201d said Don Apgar<\/a>, Director of Merchant Payments at Javelin Strategy & Research. \u201cAt the same time, legacy data formats like ISO 8583 were designed to be compact for fast communications. They only allow 23 characters to be transmitted for the merchant descriptor, with no supporting info on what was purchased.\u201d<\/p>\n\n\n\n

\u201cAs consumers use cards more and more, monthly statements are typically multiple pages and consumers are challenged to remember where they shopped and what they bought,\u201d he said. \u201cWith cryptically brief merchant descriptors and no purchase details, consumers frequently click on the \u2018dispute this charge\u2019 button next to an unremembered in their bank’s mobile app, hoping the card issuer can provide the details.\u201d<\/p>\n\n\n\n

Timed-Out Inquiries<\/h2>\n\n\n\n

In the current model, issuers often lack direct access to key transaction data. Compounding the issue, retrieving the information requires a complex chain of communication among the acquirer, merchant, issuer, and ultimately the consumer.<\/p>\n\n\n\n

\u201cThis whole process runs on a short time window in order to provide good service to the cardholder,\u201d Apgar said. \u201cIf the response process isn’t completed in time, the default is a chargeback to the merchant and the consumer gets reimbursed for the purchase.\u201d<\/p>\n\n\n\n

\u201cThe result is that chargebacks are increasing, simply because the legacy process is being overloaded,\u201d he said. \u201cMany of these chargebacks get classified as friendly fraud, where the consumer intentionally tries to evade a valid sale. And in fact, some of them are, but many are simply the result of timed-out inquiries.\u201d<\/p>\n\n\n\n

Piloting an Answer<\/h2>\n\n\n\n

Because many steps in the dispute process are still manual, the current system struggles to scale alongside the increasing volume of credit card transactions and disputes.<\/p>\n\n\n\n

\u201cThe answer is to build a process where card issuers can communicate directly with merchants to obtain more detailed info about who the merchant is and what the consumer bought there,\u201d Apgar said. \u201cThere are number of different models being piloted now, including a shared database where merchants upload info for access by issuers and an API hub that enables issuers to query merchants and for merchants to provide automated replies.\u201d<\/p>\n\n\n\n

\u201cIssuers can also use this data to proactively expand their cardholder statements and head off inquiries from consumers by providing detailed purchase info upfront,\u201d he said.<\/p>\n","protected":false},"excerpt":{"rendered":"

After processing more than 106 million disputes last year, Visa is rolling out new AI tools to tackle a growing\u2014and often understood\u2014problem. Many of these disputes arise from unrecognized, but often legitimate, charges on consumers\u2019 increasingly complex statements. This surge represents roughly a 35% increase over the past six years. To address this pain point, […]<\/p>\n","protected":false},"author":8464,"featured_media":526896,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"jnews-multi-image_gallery":[],"jnews_single_post":{"format":"standard","override":[{"template":"1","parallax":"1","fullscreen":"1","layout":"right-sidebar","sidebar":"default-sidebar","second_sidebar":"default-sidebar","sticky_sidebar":"1","share_position":"top","share_float_style":"share-monocrhome","show_share_counter":"1","show_view_counter":"1","show_featured":"1","show_post_meta":"1","show_post_author":"1","show_post_author_image":"1","show_post_date":"1","post_date_format":"default","post_date_format_custom":"Y\/m\/d","show_post_category":"1","show_post_reading_time":"0","post_reading_time_wpm":"300","post_calculate_word_method":"str_word_count","show_zoom_button":"0","zoom_button_out_step":"2","zoom_button_in_step":"3","show_post_tag":"1","show_prev_next_post":"1","show_popup_post":"1","number_popup_post":"1","show_author_box":"0","show_post_related":"0","show_inline_post_related":"0"}],"image_override":[{"single_post_thumbnail_size":"crop-500","single_post_gallery_size":"crop-500"}],"trending_post_position":"meta","trending_post_label":"Trending","sponsored_post_label":"Sponsored 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