Monica Eaton, Founder & CEO, Chargebacks911:
“Agentic commerce will not eliminate disputes. It will simply create a new kind. For years, most chargebacks have fallen into three groups: fraud, merchant error, or buyer’s remorse. When AI agents start completing purchases on a customer’s behalf, a fourth category appears. The transaction is authorised, but the customer still says, “I didn’t want that.””
“An agent might renew a subscription, pick a cheaper brand, or book travel that fits the calendar but not the customer’s real preferences. From the system’s point of view, everything looks correct. From the customer’s point of view, it feels wrong. That is exactly where disputes begin.”
“The payments industry has always treated the click as the signal of intent. Agentic commerce removes that moment. If customers start seeing charges they do not recognise or agree with, many will go straight to their bank. Chargebacks become the reset button.”
“The next step is clear. Merchants and networks need stronger consent controls, better visibility, and new evidence standards that show what the agent was allowed to do and what it actually did. Without that, the agent economy will scale disputes just as quickly as it scales transactions.”
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