Monica Eaton, Founder and CEO of Chargebacks911, was recently interviewed by Securities.io as part of the publication's executive interview series. The wide-ranging discussion explores the rapid evolution of artificial intelligence in payments, the emergence of agentic commerce, and how merchants, issuers, and payment networks must prepare for a new generation of fraud and dispute challenges.
The interview examines how AI is transforming the payments ecosystem beyond fraud prevention alone. Eaton discusses the growing role of autonomous AI agents in initiating purchases, the regulatory implications of AI-driven commerce, and why traditional dispute frameworks — built around the assumption that a human cardholder directly authorized every transaction — will need to evolve. She also reflects on the origins of Chargebacks911 and the company's mission to help businesses navigate an increasingly complex payments landscape.
“Existing dispute frameworks were built around the assumption that a consumer directly made a purchase,” Eaton explained. “As agentic commerce expands, merchants, issuers, and payment networks may face growing difficulties in proving authorization, establishing intent, and determining liability when consumers dispute transactions initiated by AI agents acting on their behalf.”
Throughout the conversation, Eaton emphasizes that the payments industry is entering a period of significant transition. As AI becomes more deeply integrated into the customer journey, businesses will need stronger evidence models, clearer definitions of consumer intent, and technology capable of distinguishing legitimate AI-driven transactions from fraud. She also highlights Chargebacks911's ongoing investments in intelligent dispute management and automation to help clients adapt to these changes.
Looking ahead, Eaton stressed that success will depend on balancing innovation with accountability. “The steps the industry should take today are specific. First, establish standardized delegation records: a consistent format for capturing what authority a consumer has granted an AI agent that is accessible to all parties in a dispute. Second, define liability allocation frameworks before disputes start appearing at scale, not after. Third, invest in the evidence infrastructure, including the audit trails, verification mechanisms, and dispute-management systems that agentic commerce will require.”
