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Who handles each part of the problem?
A refund request and a payment dispute are different processes. A seller processes returns and refunds under applicable law and its terms. A card issuer or other payment provider handles disputes through the rules for that payment method; it may later allocate losses among merchants and other participants. The AI service may also have responsibilities under its own promises or consumer-protection law, but that does not automatically make it the seller or the party that must issue a refund.
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| Party | What it may be responsible for | Where to start |
|---|---|---|
| Seller or merchant | Supplying the goods or services, and handling returns, refunds, exchanges, or related claims where required by law or contract. | The seller named on the order confirmation or receipt. |
| AI platform or business deploying the agent | Its own contractual promises and, depending on the facts and jurisdiction, how it uses the agent to interact with consumers. | The platform’s or deploying business’s support and complaint channels. |
| Card issuer or payment provider | Reviewing a payment dispute under the applicable law, network rules, and provider terms. | The issuer or provider for the payment method used. |
Start with the seller named on the order
Check the confirmation, receipt, and payment record to identify the seller of record. Ask that seller about a return or refund and state what went wrong. The remedy and deadline can depend on the item or service, the reason for the request, the timing, local law, and the seller’s terms.
What UK guidance says
The UK Competition and Markets Authority (CMA) said on March 9, 2026, that consumer law applies whether a person or an AI agent engages with a customer, and that a business remains responsible for its consumer-facing use of an agent, including one supplied by a third party. The CMA identifies the Consumer Rights Act 2015 as relevant to faulty goods and the Consumer Contracts Regulations 2013 as relevant to some cancellation or change-of-mind situations. Which right applies, and any time limit, depends on the circumstances; this UK guidance does not establish rights in other countries.
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Seller-of-record terms are contract-specific
Stripe’s agentic-commerce terms provide one example of a contractual allocation: for transactions covered by those terms, the seller is identified as the seller of record and is assigned fulfillment, returns, refunds, exchanges, and claims about its goods or services. That is not a rule for every AI purchase. The terms page accessed for this guidance redirected to Stripe’s Japan terms, so the applicable country-specific agreement matters.
When to contact the issuer or payment provider
If the charge was unauthorized, the amount was wrong, goods were not delivered, or another payment problem may qualify under the rules for your payment method, contact the issuer or provider promptly and follow its instructions. This is separate from asking the seller for a refund. Do not describe a purchase as unauthorized if you did authorize it; explain accurately what you told the agent to do and what it actually bought.
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In its September 4, 2025 report, FinRegLab summarized the traditional U.S. card process this way: an account-providing institution generally handles an unauthorized-transaction report initially, then resolves loss allocation with merchants and other parties. For card-not-present transactions, losses generally fall on acquiring-side banks, which may pass risk to merchants by contract. This is a description of the U.S. card context, not a guarantee of a particular outcome or a summary of every payment method. Applicable law, network rules, provider terms, evidence, and transaction facts affect the process.
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The key factual question is whether the purchase stayed within the authority you gave the agent. A purchase you approved may be treated differently from one that exceeded a spending limit or materially departed from your instructions. Keep records that help show the intended transaction and what happened:
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- Your prompt, instructions, and any spending or product limits.
- Any approval screen or authenticated statement of purchase intent.
- The final cart, price, order confirmation, and delivery information.
- Messages with the seller and AI platform, plus any return or refund request.
This is practical recordkeeping, not a universal legal checklist. The Federal Reserve identified proving an agent’s authority as a central authentication challenge in Governor Christopher J. Waller’s September 28, 2026 speech, “Payments in the age of AI agents.” Waller described the unresolved liability question this way: “Liability in this context comes down to a pretty simple question: Who is on the hook if an agent makes the wrong purchase?” He said existing e-commerce liability frameworks could potentially be adapted; the speech does not create a settled agent-specific rule.
- Ask the seller for the remedy first. Explain whether the order was wrong, defective, late, or not delivered, and request the applicable return, refund, or exchange.
- Contact the AI service if its conduct or promises are part of the complaint. Provide the instruction and approval record alongside the order details.
- Raise a payment dispute with the issuer or provider when appropriate. Describe whether you authorized the agent, what you authorized, and what transaction occurred. Follow the provider’s process rather than assuming a seller refund and a payment dispute are interchangeable.
What can change the outcome?
- Seller identity: The business on the order may differ from the AI platform or payment processor.
- Refund eligibility: The law, product or service, reason for cancellation, timing, and seller terms can affect what remedy is available.
- Payment method: Card, bank transfer, wallet, and other payment rails do not necessarily share the same dispute rules.
- Authorization: Evidence of your instructions and approval can help distinguish a purchase within authority from one that departed from it.
- Special protections: Any agent-specific benefit may have its own eligibility rules and may not replace the seller’s return process.
Do not assume an AI-specific protection applies
American Express’s Agentic Commerce Experiences page, accessed October 7, 2026, describes a protection for certain eligible U.S. card charges involving registered, integrated agents that transmit cardmember-authenticated purchase intent. The page describes the benefit as future-facing, says further detail is forthcoming, and sets conditions: a customer must initiate a merchant return where possible, subjective or non-verifiable intent may not qualify, and claims are reviewed. Check the current terms and availability rather than assuming this protection covers a purchase. It is not a general rule for other cards, agents, or countries.
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More broadly, the Federal Reserve’s discussion of potentially adapting current rules is a policy observation, not an enacted agent-liability standard. The responsible party cannot be determined solely from the fact that software placed the order.
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