Fraud and dispute volumes are climbing for one simple reason: people pay differently than they used to. The shift from cash to card, the rise of e-commerce, the spread of BNPL, mobile wallets, and instant payments, each new channel opens a new way for fraud to enter the system, and a new type of dispute for the issuing bank to handle.
For dispute teams, the work itself has also changed. Friendly fraud and first-party claims now outpace traditional criminal fraud in many portfolios. Cardholders expect resolution in days, not weeks. And legacy dispute tools weren't built for these volumes, case types, or customer expectations.
Our experts have created a playbook for modernising fraud and dispute management, made for the dispute leaders, fraud teams, and operations heads navigating this shift. It's a strategic guide drawing on Rivero's work with European issuers, covering both the operational pressures of today and the technologies, including LLMs, that will reshape the work in the years ahead.
Inside, you'll find:
- Why card-not-present and digital channels are driving up dispute volumes faster than fraud detection can keep up
- What's behind the rise in friendly fraud and first-party claims, and the role enriched transaction data plays in reducing them
- The hidden financial risk in mandatory instant credit, and how to limit exposure
- How chatbots and structured intake flows can challenge unjustified claims before they reach the dispute team
- Where automation delivers the biggest gains across the dispute lifecycle
- Why LLMs are promising but not yet production-ready for payments, and what banks should do about it
We explore how technology, data, and smarter processes can work together to reduce costs, speed up resolution times, and improve compliance outcomes. Whether you’re making incremental improvements or planning a full system overhaul, this guide will help you focus your efforts where they matter most.