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If an AI agent makes a purchase you did not approve, contact the seller and your bank or card issuer promptly—but use the right remedy for the payment and keep the seller and issuer informed so you do not recover the same money twice. A refund is a seller’s return of money; a chargeback is a payment dispute handled by your card issuer or bank. Whether an agent’s action counts as authorized depends on what you allowed it to do, the payment method, and the applicable rules and contracts. AI involvement does not, by itself, remove a business’s consumer-law responsibilities.
What is the difference between a refund and a chargeback?
A refund is issued by the seller; a chargeback is a dispute handled through the bank or card issuer. They are different routes to resolving a payment problem, not two sources of compensation for one transaction.
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For a refund, contact the merchant and ask it to return the payment or cancel a charge. For a chargeback, notify your card issuer or bank and explain why you believe the payment should be reversed. An issuer may investigate and seek information from the merchant. The exact process depends on the payment method and applicable rules.
Do not seek or keep duplicate recovery. Tell both the merchant and your issuer if a refund has been requested, a dispute is open, or funds have already been returned. OpenAI’s billing guidance, for example, says it cannot issue a separate refund while a bank dispute is active or after the bank has returned the funds. That is a seller-specific policy, not a universal rule for every merchant, but it illustrates why the two channels must be coordinated.
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What should I do if an AI agent made a purchase I did not approve?
First establish what happened: a charge that looks unfamiliar may be a subscription, a purchase by someone with access to the card, or an agent acting within settings you previously approved. If you still believe the transaction was unauthorized or incorrect, contact the seller and notify your bank or issuer without delay.
- Verify the charge. Check the receipt or invoice, your account’s purchase and subscription history, and whether another person with access to the payment method made the purchase. OpenAI recommends checking invoices and considering whether another person with card access could have placed the order.
- Contact the seller quickly. Explain whether the issue is an unrecognized payment, an agent exceeding its permission, an unwanted recurring charge, or a product that was not delivered. Ask for cancellation or a refund and keep the written response. For goods that were unordered or not delivered, FTC guidance says to contact the seller first and dispute the matter if it remains unresolved.
- Notify your bank or card issuer promptly. Explain that an AI agent may have initiated the transaction and describe what permission, if any, you gave it. The CFPB recommends calling the card provider promptly and keeping copies of letters and notes of call dates.
- Use the procedure for the payment method. A US credit-card billing error has a written-notice process and deadline; unauthorized electronic fund transfers, including many debit-account transactions, follow a different investigation process. The next section explains the key timing differences.
- Keep useful evidence together. Save the receipt, agent instructions and confirmations, the relevant permission or spending settings, delivery details, messages to the seller, and dispute correspondence. Note dates and who you spoke with. These records can help the issuer investigate; the cited agencies do not prescribe one universal evidence packet.
- Update both parties if the status changes. If the merchant refunds you after you open a dispute, tell the issuer. If the issuer returns funds, tell the merchant. Do not pursue a second recovery for an amount already credited.
What deadlines apply to credit-card and debit transactions?
The payment rail matters. The figures below are current agency guidance for US consumers; they are not a worldwide timetable, and the credit-card and electronic-transfer procedures should not be treated as interchangeable.
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| Payment or dispute | Key timing in agency guidance | What it means |
|---|---|---|
| Credit-card billing error | 60 days from when the statement was sent | The FTC says to send a written dispute to the issuer’s billing-inquiries address within this period. |
| Credit-card issuer response | Generally 30 days to acknowledge; no more than 90 days to resolve | The FTC describes these as the usual acknowledgment period and maximum resolution period for a billing-error dispute. |
| Unauthorized electronic fund transfer | Generally 10 business days for the initial investigation | The CFPB says this is the bank’s general investigation period after receiving notice. Temporary credit may apply while the investigation continues. |
| Electronic-transfer investigation | 45 days or, in some cases, 90 days for final resolution | The CFPB says these longer periods can apply to certain investigations; the applicable conditions depend on the case. |
How do I dispute a credit-card billing error?
For a US credit-card billing error, do not rely only on a phone call or a seller’s support ticket. The FTC says to send the issuer a written dispute to the billing-inquiries address shown on the statement, within 60 days after the statement was sent. Describe the charge and why you believe it is an error, include relevant supporting records, and keep a copy of what you sent and when.
The FTC says the issuer generally acknowledges the dispute within 30 days and must resolve it within two billing cycles, with a maximum of 90 days. These are the general federal guidance periods; a specific dispute can involve additional details, and a seller’s refund process does not replace the issuer’s written-notice procedure.
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How does an unauthorized debit or electronic transfer differ?
For an unauthorized electronic fund transfer, notify the bank as soon as possible. CFPB guidance gives banks generally 10 business days for an initial investigation and explains that temporary credit and a longer final-resolution period may apply. Certain cases can take 45 or 90 days to resolve, depending on the circumstances described by the CFPB.
Because the timetable and process differ from credit-card billing errors, identify the payment method when you contact the bank. If you are unsure whether an account charge is a card purchase or an electronic fund transfer, ask the bank which dispute procedure applies rather than assuming the credit-card deadline controls.
Who is responsible when an AI agent buys the wrong thing?
Responsibility does not disappear just because software made the selection or clicked the purchase button. In its consumer-law guidance published on 9 March 2026, the UK Competition and Markets Authority says, “It does not matter whether they interact with (or get information produced by) a person or an AI agent.” It also states, “Ultimately, you will be responsible if an AI agent does something illegal.” The CMA’s guidance addresses businesses’ responsibilities to consumers; it is not a universal statement about every buyer’s liability under every country’s law.
For a consumer, the practical question is often whether the agent acted within authority you actually gave it. An agent might be permitted to buy from a named seller up to a limit, for example, but not to start a recurring plan or choose a materially different product. Preserve the instructions and settings that were in effect, along with the transaction record. They can help explain whether the problem was an unauthorized action, a breach of the agent’s stated limits, a seller issue, or a mistake within the authority granted.
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For a business using an agent to transact or serve customers, the CMA says statutory consumer rights, contract terms, and required consents still matter. The specific legal outcome will depend on the facts, the applicable jurisdiction, and the merchant, processor, and customer agreements. A business should not assume that labeling a process “AI-powered” shifts responsibility to the customer.
What does “authorization” mean for an AI agent?
Authorization is more than proving that a person owns or can use a payment method: it also means establishing what the agent was permitted to do on that person’s behalf. In a speech on 28 September 2026, Federal Reserve Governor Christopher Waller described the shift this way: “The question shifts from proving that a buyer is an authorized payer to proving that an agent has the authority to pay on the buyer’s behalf.” His remarks identify a payments challenge; they do not determine the result of an individual consumer dispute.
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1Clear out junk files and repair common Windows errors2Fix the driver behind crashes, sound loss and screen glitches3Repair Windows errors before they cause bigger problemsIn practice, the useful evidence is specific and time-linked: what the user approved, what limits applied, what the agent presented before purchase, and what it actually bought. A broad instruction to “handle my shopping” is harder to assess than a recorded instruction that identifies the merchant, product category, maximum amount, and whether recurring charges are allowed. That does not guarantee how an issuer or court will decide a dispute, but it makes the scope of permission clearer.
How should a business control an agent that can spend money?
A business deploying a purchasing or payment agent should treat authority as a control to design, record, test, and monitor—not as an assumption inferred from account access. The controls below draw on CMA guidance, Federal Reserve analysis, and FDIC monitoring recommendations.
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Define what the agent may do
- Specify eligible merchants and purchase categories, rather than granting unrestricted access where narrower access will work.
- Set transaction and daily or other relevant spending limits, and define when a human must approve a purchase.
- Decide explicitly whether recurring payments, substitutions, upgrades, and refunds are allowed, including any thresholds or conditions.
- Make the agent’s authority understandable to the user and keep a record of the applicable settings at the time of each transaction.
Capture consent and communicate honestly
Obtain and retain the consents required for the transaction and the service. CMA guidance says agents should respect statutory rights, contract terms, and required consents. Disclose AI use where it could affect a customer’s decision, and do not overstate what the agent can do or how reliably it will act.
Test and provide a human route
Test scenarios before deployment, including ambiguous instructions, out-of-limit requests, unavailable products, substitutions, recurring-payment prompts, and failed or disputed transactions. The CMA calls testing crucial to training. Keep a human escalation path for high-value, disputed, or ambiguous cases; an automated reply should not be the only way a customer can raise a consequential problem.
Monitor outcomes and contracts
Track complaints, returns, and chargebacks for unusual changes. The FDIC identifies rising returns, chargebacks, and complaints as warning indicators and recommends enhanced due diligence and monitoring. Review processor agreements as well: Stripe’s terms state that, under specified conditions, a user is responsible for unauthorized agentic transactions and certain agentic disputes. That example is contract-specific, not a universal allocation of liability; businesses should read the terms that actually govern their accounts.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.How should businesses compare a shopping agent with a refund or dispute agent?
Both can affect money, but they act at different points in a transaction. A shopping agent initiates or changes a purchase; a refund or dispute agent may make representations, submit a claim, or seek to reverse a payment. Assess each by the same risk factors rather than assuming the second kind is harmless because it does not place the original order.
| Question to assess | Why it matters |
|---|---|
| Who authorized the action, and how is that permission recorded? | Establishes whether the agent had authority for this specific purchase, refund, or dispute. |
| Which payment rail and law apply? | Different payment methods and jurisdictions can have different deadlines and procedures. |
| What is the transaction value, and can the action be reversed? | Higher-value or difficult-to-reverse actions may warrant stronger approval and escalation. |
| What evidence and audit logs are retained? | Instructions, decisions, confirmations, and outcomes help explain what happened. |
| When does a human take over? | Disputed, ambiguous, or consequential actions need a route beyond automated handling. |
| How do processor and merchant contracts allocate responsibility? | Contract terms can assign obligations for agentic transactions and disputes under specified conditions. |
The reviewed official guidance does not establish a single comparable rate for AI-agent chargebacks or unauthorized transactions. It instead sets out applicable timelines, business responsibilities, and controls; avoid treating an anecdotal incident or a rise in complaints as a prevalence statistic.
Frequently Asked Questions
Can I ask for a refund and file a chargeback at the same time?
You can contact the seller and notify your issuer about the same problem, but make each party aware of the other process. If one route returns the money, update the other so the same payment is not recovered twice.
Does an AI agent’s purchase automatically count as fraud?
No. A charge may be a subscription, a purchase by someone else with card access, an agent acting within granted authority, or an action outside that authority. The transaction record and the permissions in force help distinguish those cases.
How long should a business keep an AI agent’s transaction logs?
The cited agency guidance does not set one universal retention period for agent logs. Businesses should choose a documented retention policy that accounts for applicable legal duties, processor and merchant contracts, and the time needed to investigate customer complaints.
Is a user’s prompt enough to prove an agent had permission to buy?
Not necessarily: a prompt may be broad, ambiguous, or inconsistent with the agent’s configured limits. Clear records of the applicable authority and the purchase decision make the scope easier to evaluate, though they do not guarantee a particular dispute outcome.
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