AI now sits on both sides of the chargeback system, and the amount of AI-written content in disputes has roughly doubled in the past year. Banking apps suggest dispute wording to customers, payment company dashboards (Stripe, Shopify Payments and the like) auto-draft replies, and a small group of vendors sells AI-written replies to merchants. Win rates have not improved.
Banks still review cases by hand. An analyst at the customer's bank spends about 90 seconds per file, working from a structured questionnaire. Analysts have learned to spot AI-written replies from their repeated openings, generic details and confident claims about evidence that was never attached. AI-drafted replies now lose more often than the templates they replaced.
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Merchants win with better records captured at order time and a reply written by a person who has read the case. AI helps with the work underneath, such as gathering evidence and formatting files. Money spent on AI reply services is better spent on the records that support the case.