Disputed transactions cost the payments industry billions annually and rose 47% in Visa’s network between 2019 and 2023. Poorly managed disputes harm customer trust, with 8% of cardholders reporting worsened views of their bank. Visa recommends dedicated dispute teams, aligning operations with business priorities, and using tailored channels for resolution. Automation and data analytics improve efficiency, while tools like Compelling Evidence help address friendly fraud. Financial institutions can partner with Visa’s Disputes Optimization services for reviews, workshops, and managed solutions to streamline processes and reduce losses.

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