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This article presents Visa U.S.A. Inc. as the recipient of Premier 100 Information Technology Leaders 2004 Best in Class award in Foster City, California. When an inaccurate charge is listed on a credit card bill, it is not just the customer who sees red. Settling a disputed charge is one of the costliest components of a credit card company's business. At Visa, a new back-office infrastructure will reduce the time and labor required to handle a customer-disputed charge by creating an online, automated process. The Visa Resolve Online project is a Web-enabled application used to facilitate changes to the re-engineered disputes process. The greatest benefit of the project has been to simplify the process by eliminating most paper documentation, reducing the time required to resolve disputes and eliminating unnecessary steps in the process. The Web-based tool gives member banks, merchants and customer support representatives real-time access to transaction data through secure browser screens or private Internet Protocol network. Subsequent releases of Visa Resolve included the ability to create and transmit chargebacks, attach images and supporting documentation and transmit large volumes of images relevant to disputes.