The 2026 State of Dispute Management

Introduction

Managing fraud and disputes has never been more complex or more consequential. As fraud grows more sophisticated, payment technologies evolve, and customers demand faster resolutions, financial institutions face a challenge that cuts to the heart of their brand: the cost of making it right has always been high. But for many organizations, it’s costing them even more than they know.

Since 2015, Quavo has partnered with more than 50 financial institutions and technology companies, supporting over 600 card brands. That experience has revealed a painful truth: most organizations are leaving themselves open to risk, leaving customers waiting on resolutions, and leaving dollars on the table. The culprit isn’t intent. It’s the absence of the right data and a clear framework for measuring what actually matters.

That’s why we partnered with Auriemma Roundtables to produce this report. Inside, you’ll find the KPIs that separate high-performing dispute programs from the rest—the metrics that drive compliance, strengthen customer loyalty, and turn fraud and dispute management from a source of inefficiency into a genuine strategic advantage. When you have the right experience, the right tools, and the right insights on your side, you’ll find that it pays to make it right.

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