2 Table of contents 03 Introduction: A new era for dispute management 07 Dispute management: Challenges and goals 13 The financial and regulatory strain 18 The role of technology and AI 22 Conclusion 3 A new era for dispute management 4 But some issuers are flipping the script. Issuers can also use a dispute resolution as an opportunity to show customers they care. These leaders are embracing modern, AI-powered platforms, streamlining workflows, and partnering strategically to transform dispute management into a source of competitive advantage. This report explores what sets these high-performing issuers apart. It highlights the technologies, strategies, and partnerships that are helping them reduce losses, improve resolution speed, and elevate the cardholder experience. Whether you are a fintech, a regional bank, or a global institution, the insights here can help you benchmark your performance and chart a smarter path forward. Authors’ notes Visa has decades of experience working alongside the world’s leading financial institutions, helping them navigate the complex terrain of payment disputes. ServiceNow, meanwhile, has established itself as a leader in refining the workflows that power these operations – automating resolution processes, embedding compliance controls, and applying AI to streamline every step of the process, from intake to resolution. Together, we have witnessed the evolution of dispute management from a reactive, back-office function to a strategic lever for customer trust, regulatory resilience, and operational efficiency. Today, the stakes are higher than ever. Disputes are no longer just a cost center; they are a critical litmus test for how well issuers can balance fraud prevention, regulatory rigor, and cardholder satisfaction. And the pressure keeps mounting: Our global survey of 1,350 card-issuing institutions (“issuers”) reveals that over half saw dispute volumes rise in the past year, with some handling more than 5 million inquiries over this short period. The financial impacts are staggering. Issuers write off an average of $3.3 million annually, pursue chargebacks in 39% of dispute cases they receive, and win just 60% of those. Meanwhile, compliance demands are relentless, with banks and credit unions spending over 360 hours per year preparing for audits and exams (on average). Blake McConnell SVP Industry Products ServiceNow Michele Herron Head of VAS North America Visa Annual payments volume 18% 14% 43% 25% Up to $10M $10M-$100M $100M-$1B $1B+ Number of disputes employees 23% 33% 20% 24% <100 100-199 200-499 500+ Who we surveyed This report is based on a global survey of 1,350 dispute management professionals at card-issuing institutions. The research was conducted in March 2025 by B2B International, commissioned by Visa and ServiceNow. Respondent profile All participants were screened for decision-making responsibility in fraud and dispute management. Roles included operations managers, product leaders, compliance officers, and customer experience leads. The survey was administered in 11 languages to ensure accuracy across regions. Issuer size and volume Respondents represented a mix of small, mid-sized, and large issuers, based on card payment volume and number of employees. This diversity ensures the findings reflect a broad range of operational realities and strategic priorities. Geographic distribution North America 450 respondents Europe 300 respondents Asia-Pacific 300 respondents South America 300 respondents1,350 Respondents 5 6 01 There’s a diverse set of priorities to balance in dispute management - from handling fraud, to upholding compliance and data security, to decreasing costs. 02 Many issuers are facing an increase in disputes volume and need dispute management systems that can scale with demand. 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. 04 Issuers are losing almost half of chargebacks - a low success rate for such a costly process.