Monica Eaton, CEO of Chargebacks911, was recently quoted in Startups.co.uk in a feature examining how the rise of agentic AI — autonomous AI shopping assistants that can purchase on behalf of users — could introduce a new category of disputes and chargeback risk for online retailers. As these technologies evolve to act without direct commands from the consumer, merchants may increasingly face disputes over transactions the customer didn’t explicitly authorize.
The article on Startups.co.uk explores how emerging tools designed to streamline the shopper experience can also create unintended friction in post-purchase behavior. As agentic AI becomes more capable of autonomously selecting and completing purchases, the potential for misunderstandings — and ultimately chargebacks — is expected to grow.
“The card wasn’t stolen. The merchant didn’t make a mistake. The agent did exactly what it was told to do. But the customer still says, ‘I don’t want that,’” Eaton explains, highlighting how these AI-initiated purchases could prompt disputes even when everything technically meets the correct criteria.
The article goes on to describe that agentic AI tools can actively compare prices, find deals and even complete purchases across multiple stores on a user’s behalf. While this promises faster, more personalized shopping, it also raises questions about intent and consent, especially if the customer later claims a charge they didn’t understand was made on their behalf. Merchant preparedness will be critical as AI agents become more prevalent in consumer ecosystems.
“Agentic commerce can work, but only if the industry keeps the customer’s intent at the center of the transaction,” Monica adds. “If that link breaks, chargebacks become the safety valve.”
