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Finextra’s webinar listing argues that financial institutions need to modernise dispute and chargeback management alongside fraud detection. It points to friendly fraud, AI-enabled scams and fragmented processes as growing pressures, but offers no new study or independently verified data.
Finextra’s webinar listing argues that financial institutions need to overhaul dispute and chargeback management, not just improve fraud detection, as friendly fraud and AI-enabled scams increase pressure on existing processes. The listing frames the issue as a discussion for a panel of payment and financial-services specialists; it is not a report of new research or a policy announcement.
The listing says banks and other financial institutions are investing in AI-based fraud detection, but argues that identifying suspicious transactions addresses only part of the problem. Institutions must also handle disputes after a payment, determine whether a claim reflects fraud or an honest mistake, and distinguish those cases from deliberate misuse of chargebacks. The source describes these decisions as difficult because effective review may require friction for customers.
It defines friendly fraud as customers seeking chargeback refunds for transactions the source characterises as legitimate. The listing says friendly fraud is expected to account for 28% of chargebacks globally by 2031. That is a forecast cited by the listing; it does not provide the underlying study, methodology or present-day baseline.
The proposed webinar will examine how institutions might use AI in both fraud prevention and claims management, which types of AI models may suit different dispute tasks, and whether firms are prepared for agentic commerce. The advertised panel includes Scott Andrick of Pegasystems, Edward Sander of EY, Kyle Smith of Ethoca, and Finextra contributing editor Scott Hamilton as moderator. The source does not give an event date or details of any discussion that has already taken place.
Why Disputes Reach Beyond Detection
Dispute handling affects customers after a transaction has been approved or flagged, so the quality of the review process can shape both financial recovery and customer trust. A system focused only on stopping suspicious payments may leave institutions with a growing backlog of claims, inconsistent decisions or costly chargebacks. Those are risks the Finextra listing identifies as concerns; it does not quantify their current scale.
The operational challenge is to make decisions that are fast, consistent and compliant without treating every claim as either proven fraud or an error. Genuine customers may need a straightforward route to challenge a transaction, while institutions also need to detect repeated or intentional abuse. The listing presents this balance as a reason to rethink processes, rather than relying on detection tools alone.
AI could support parts of that work, including reviewing claims or helping staff organise evidence, but the listing poses these as topics for discussion rather than established outcomes. Its central point is that technology for detecting fraud does not automatically resolve disputes or decide what evidence should support a claim.
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Scams, Chargebacks and AI
The source places dispute management within a broader rise in scams and changing payment activity. It cites claimed 2025 losses of £1.3 billion in the UK, $3.5 billion in US imposter-scam losses, and $88.3 billion in scam losses across Asia Pacific. It says US reported losses increased nearly three times since 2020. These figures are presented in the event listing, which does not identify the datasets, reporting periods within 2025, or calculation methods behind them.
The listing also links the challenge to payment methods continuing to proliferate and to the prospect of agentic commerce, in which AI agents may take part in shopping or payment activity. It raises questions about how financial institutions should adapt their fraud strategies to these developments. It does not describe a specific new payment product, regulator action or confirmed deployment of AI agents.
Evidence Behind the Forecasts
The listing does not provide citations or methodology for the 28% chargeback forecast or the regional scam-loss figures. Their definitions and coverage are therefore unclear from this material, and the figures should be understood as claims cited in promotional event copy, not independently verified findings here.
It is also unclear which AI models or dispute-management practices will be discussed, what evidence supports their effectiveness, or whether the panel will offer specific implementation recommendations. The source provides no named financial institution case studies, performance comparisons or measures of customer outcomes. It does not specify the webinar date, so its status and whether a recording is available cannot be established from the listing.
Webinar Discussion and Practical Steps
The next development described by the source is the advertised Finextra webinar hosted with Pega, featuring speakers from Pegasystems, EY and Ethoca and moderated by Scott Hamilton. The listing says the panel will address AI-enabled fraud, first-party misuse, fragmented dispute strategies and the use of AI across fraud and claims management. It does not state when the event will take place or provide a link to its recording.
For financial institutions, the questions raised point to areas for review: how disputes are assessed, whether decisions are consistent across payment methods, and how staff distinguish genuine customer claims from intentional abuse. Those are implications of the listing’s argument, not recommendations or findings attributed to the panel. Further evidence about specific tools, results and safeguards would be needed to assess which approaches work.
Key Questions
What is the development covered in the listing?
Finextra has advertised a webinar arguing that institutions should modernise dispute and chargeback management alongside fraud detection. The source does not report a new rule, product launch or completed study.
What does friendly fraud mean here?
The listing uses the term for customers seeking chargeback refunds for transactions it describes as legitimate. It says this can make it harder to separate genuine disputes, mistakes and deliberate abuse.
What does the listing say about AI?
It presents AI as both a potential tool for fraud and a possible defence for financial institutions. The webinar is intended to discuss AI in detection and claims management; the listing does not establish which models are most effective.
Is the 28% chargeback figure confirmed?
No independent confirmation is provided in the source material. The listing says friendly fraud is expected to make up 28% of global chargebacks by 2031, but gives no underlying study or methodology.
When is the webinar?
The supplied listing does not specify an event date or say whether registration remains open. Its current status cannot be confirmed from the source material.
Source: finextra.com
