Dispute management

Visa DPS Disputes is a solution built for issuers who want to simplify operations, improve recovery outcomes, and deliver better cardholder experiences - all within a single, AI-powered platform.

Disputes made easy with Visa DPS

Our dispute resolution team turns complex cases into rapid resolutions. With the right tools, tech, and expertise, we make dispute handling faster, easier, and more effective.

1.1 B disputes processed annually¹

1.1B

disputes processed annually¹

90 % recovery rates vs 79% industry average²

90%

recovery rates vs 79% industry average²

$ 2.70 back for every $1 spent on disputes³

$2.70

back for every $1 spent on disputes³

Built for every dispute strategy

Whether you manage disputes in-house, outsource them, or use a hybrid approach, Visa DPS equips you with smarter tools to streamline and optimize your operations. Our solution uses automation and AI to simplify workflows, reduce manual effort and improve outcomes across every dispute channel.

Premium

Expanded

Standard

Premium

Expanded

Standard

Premium

The full treatment. We operate as an extension of your team, handling the entire dispute lifecycle, fraud capabilities and operational workflow.

We deliver:

• 24/7/365 support from trained dispute agents
• Integration with fraud systems for seamless case creation
• Full reporting, real-time dashboards and ServiceNow sync
• End-to-end dispute submission, tracking, and closure

Expanded

Perfect for teams looking to lighten the operational burden without giving up control. You manage intake and comms, while we speed up everything else.

We take on:

• Lifecycle case management
• Evidence handling and rule matching
• Submission to networks and partners

Standard

Ideal if you want to keep cardholder interactions in-house but need help navigating the technical complexity behind the scenes.

We’ll handle:

• Network requirements and compliance enablement
• Dispute case creation and platform configuration
• Submission management and deadline tracking

Post-purchase dispute management

The Visa DPS post-purchase suite delivers a unified platform that addresses the full lifecycle of a dispute, from prevention to resolution, with AI-powered tools and real-time intelligence.

Fraud prevention and mitigation

Friendly fraud and first-party misuse are among the fastest-growing dispute drivers. Our fraud mitigation tools help issuers and merchants deflect these cases early - before they escalate into costly chargebacks.

Regulatory risk

Adherence to securities regulation is critical to avoiding fines and reputational damage. Our compliance-focused tools ensure issuers stay audit-ready and aligned with global and regional requirements.

Fast, frictionless resolutions for customers

Disputes are emotional moments for cardholders. Our tools reduce resolution time, increase transparency, and empower self-service - turning a negative experience into a loyalty-building one.

Operational efficiency

Customer inquiries continue to increase, but your headcount doesn’t have to. Our platform uses AI to automate workflows, reduce manual input, and improve accuracy - so your team can focus on what matters most.

Disputes, reimagined by Visa DPS

The Visa collaboration with ServiceNow introduces a modern, AI-enabled workflow that transforms how issuers manage disputes. This new platform supports all card brands, automates regulatory timelines, and reduces operational overhead with greater precision and control.

Key benefits:

• Eliminate disparate systems: Intake, compliance and dispute submission all in one place
• Training: Dispute Questionnaires for Visa and Mastercard are built into workflows to support analyst training and best practices
• Multi-channel submission: Meet your cardholders where they are and generate letters, emails and texts for communication
• Card brand agnostic: Handle disputes for all card brands within the same workflow
• Flexibility: Teams struggling with certain category codes or peak-season volumes? Choose what you want to manage and what Visa DPS will take care of.

Visa DPS. Powering your payments.

Let’s evolve your dispute resolution process.