The State of Payment Disputes Turn complex dispute management into a competitive edge with the power of an AI-driven platform. Get the Report
The State of Payment Disputes Introduction Challenges and goals Financial strain Technology and AI Next steps
A new era for dispute management A survey report produced in partnership with ServiceNow, Visa and B2B International
The stakes have never been higher Managing fraud, regulations, and cardholder satisfaction is more difficult than ever. Over half of 1,350 surveyed global issuers are seeing more disputes, with some handling 5 million inquiries or more in a year.
Issuers are taking a new approach Leaders are using AI-driven platforms and smarter partnerships to make effective dispute management a competitive advantage. These insights help any organization measure progress and plan smarter.
Executive summary 01 Managing disputes means balancing fraud risks, compliance and security needs, and overall costs. Video CTA 02 There are enormous increases in dispute volumes, and issuers need solutions and systems that can keep up. Video CTA 03 Issuers are writing off a third of disputes - signaling that they are often absorbing losses instead of deflecting cases or attempting to recover funds through chargebacks. Video CTA 04 Issuers are losing almost half of chargebacks - a low success rate for such a costly process. Video CTA
“Disputes are where your brand meets friction. How you handle them defines how cardholders feel about you.” Shane Malloy Vice President, Product Management, Visa DPS
Dispute management is a balancing act Respondents deal with a lot in disputes, from varied case types to making sure the tech can quickly resolve the issues.
Disputes add financial and regulatory strain Dispute management is cost and labor intensive, and strict regulatory oversight means there are no shortcuts.
AI is becoming the backbone of dispute operations Respondents are calling AI solutions mission critical, and most see it as a major priority for dispute management.
Where do you go from here? Dispute management might seem overwhelming, but AI and tech can redefine what’s possible. Learn where issuers expect to find the most opportunities for change. Download the Report