Automate dispute management with AI

Use AI Dispute Automation to prioritize disputes, pre-populate evidence, and improve win rates.

Automate your dispute management workflow with AI to maximize revenue recovery and operational efficiency. AI Dispute Automation provides intelligent guidance, automatic evidence preparation, and one-click submission across your entire dispute inventory.

Key benefits include:

Instant triage of high-value and expiring cases using real-time win probability and AI suggestion metrics.
Automatic evidence pre-population and card-scheme-compliant Dispute Defense Report generation.
AI-guided instructions on specific, high-impact evidence to improve success rates.

Before you begin

Access to the Airwallex Web App.
An account with dispute management permissions.

Activate AI Dispute Automation

To begin using AI-powered dispute management features, activate the feature in your account.

In the Airwallex Web App, navigate to the Dispute List View.
Locate the AI dispute automation activation banner at the top of the list.
Click Get started on the banner.
Review the Terms and Conditions and related fees in the pop-up that appears.
Select the consent checkbox to enable the Get started button.
Click Get started to finalize activation.

The feature activates automatically and the AI Dispute Automation toggle switches to On in your account Settings. The List View immediately updates to display the new AI-powered metrics.

You can turn the feature on or off at any time from the Settings page.

Prioritize disputes using AI metrics

Use the enhanced Dispute List View to quickly assess, filter, and prioritize your entire dispute inventory.

The permanent, dynamic banner at the top of the Dispute List View surfaces critical information in real-time:

P0 (Urgency & Risk): Highlights disputes due for expiry within the next seven days or less, advising immediate action to prevent auto-refunds and revenue loss.
P1 (Value & ROI): When no critical urgency message is present, displays the revenue amount recovered by AI Dispute Automation over a recent period.

Use enhanced list metrics

Three new columns provide at-a-glance case intelligence for efficient batch processing and prioritization:

Column Name	Metric Detail	Feature Use and Benefit
AI SUGGESTION	Provides a clear, single-word recommended action for the dispute: Challenge or Accept.	Accelerated Triage: Instantly determines the optimal path. Use the filter banner at the top of the list to filter cases by Challenge or Accept count.
WIN PROBABILITY	Predicts the likelihood of successfully winning the dispute, categorized as High, Medium, or Low. This is based on a model factoring in evidence, dispute type, and merchant history.	Smarter Resource Allocation: Focus effort on High and Medium probability cases, or use the score to validate an Accept recommendation.
EVIDENCE COMPLETION	Shows the percentage of required evidence fields (Key, Mandatory, Suggested) that have been completed.	Actionable Focus: Quickly identify cases that are near completion (for example, 66%-100%) and ready to submit, or those requiring manual effort (for example, 0%-30%).

Filter and sort disputes

Use the AI metrics to filter and organize your disputes:

AI Suggestion Filter: Use the permanent filter bar at the top to filter disputes recommended for Accept or Challenge with one click.
Win Probability Filter: Filter by High, Medium, or Low to prioritize cases based on potential revenue recovery.
Evidence Completion Filter: Filter by predefined ranges (for example, 0-30%, 31-65%, 66-100%) to manage the workflow for case preparation.

Review dispute details and AI recommendations

Access detailed AI-powered insights and recommendations for individual disputes on the Dispute Detail Page.

Click into any dispute to display the Dispute Detail Page, which features a strategic AI Summary banner at the top.

AI suggestion banner on dispute detail page

The banner provides a comprehensive, natural language summary of the case strategy that integrates five core data points:

Recommended Primary Action (Challenge/Accept).
Predicted Win Probability.
Evidence Completion Rate.
Recommended Secondary Action (Add More Evidence and so on).
Rationale.

The AI translates complex data science into an immediate, easy-to-digest narrative for instant strategic understanding. You can provide in-app feedback (like/dislike) on the quality of the AI's summary and suggestions to help fine-tune the model.

Choose your action

The primary action button on the detail page aligns dynamically with the AI's recommendation:

Dynamic action buttons on dispute detail page

Accept: Suggested when clear patterns indicate the case is highly likely to lose (for example, fraudulent dispute with no 3D Secure (3DS) liability shift or missing shipment records). Accepting saves unnecessary fees and labor.
Challenge: Suggested for all other cases. This button initiates the AI-guided submission flow.

The AI suggestion is advisory. You retain full control and can click Challenge to enter the manual submission flow even if Accept is suggested.

Submit a challenge using AI guidance

Use the AI-guided challenge flow to automate data collection and submit a comprehensive, high-quality defense report.

Initiate the challenge flow

To begin challenging a dispute with AI assistance, complete these steps:

On the Dispute Detail page, click the Challenge button.
Wait while the system automatically initiates a comprehensive analysis of the dispute to prepare the submission interface.

Review auto-filled data

The system automatically pre-populates as much evidence as possible:

Internal Data Extraction: All available data related to the transaction (for example, acquirer reference numbers, transaction timestamps, customer contact information) is automatically retrieved from the Airwallex database and pre-filled.
Business Information: Standard, reusable evidence (for example, Business Description, Refund Policy URL) is automatically extracted from your stored merchant profile details.

You can update reusable information through the Settings page, or save any edits made during the challenge flow as the new default.

Merchant information form in challenge flow

Merchant information form additional fields

Use the Settings page to maintain and update merchant information for future dispute reports.

Settings page for merchant information management

Add key evidence

The interface presents a templated list of evidence fields, categorized by their necessity and impact on the win rate:

Evidence Category	Submission Requirement	Impact & User Action
Key Evidence	High-impact field.	Essential counter-arguments. Must be completed to submit. AI automatically prioritizes relevant Key Evidence based on dispute type.
Mandatory	Key reference data.	Provides dispute context. Must be completed to submit.
Suggested	Valuable supporting documents.	Strongly recommended for submission to deter issuer counter-arguments. Allows submission even if incomplete.
Optional	Additional information.	Available for supplementary detail. Allows submission even if incomplete.

The real-time Evidence Completion % updates as you fill or upload files.

Evidence completion tracking interface

The system supports all necessary file types (.jpg, .jpeg, .png, .pdf) and handles image compression to meet card scheme file size limits.

Generate and submit the report

To complete your dispute challenge, complete these steps:

Click Live Preview to instantly generate an uneditable PDF of the complete Dispute Defense Report based on the data you have provided and the auto-filled information.
Click the Submission button.

The system sends the complete dispute defense report to the Issuer. The submission status and AI summary banner change dynamically.

View post-submission information

After a successful challenge, the dispute status is updated. The audit log shows the status as "Challenged (Using AI Dispute Automation)", clearly distinguishing it from a manual submission.

Audit log showing challenged status

You can view and download the submitted report from the dispute details page at any time.

Download submitted report interface

Next steps

Now that you've activated AI Dispute Automation and submitted your first challenge, learn more about the dispute flow.

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