“I didn’t buy that, my AI did” a new trend emerges, warns Chargebacks911
Chargebacks911, a global leader in dispute resolution and chargeback prevention, is warning merchants and payments leaders that the rise of agentic commerce will reshape the amerbes nature of disputes, as AI systems move from recommending purchases to executing them.
Payment networks and major platforms are already building towards this model. Visa recently confirmed it has completed secure AI-initiated transactions with partners and is positioning 2026 as a key year for agent-driven commerce, according to its official announcement. Mastercard is also expanding infrastructure for agent-initiated payments through its Agent Pay initiative.
At the same time, consumer behaviour is shifting. Among UK shoppers planning to use AI for holiday purchases, 85% said they would trust an AI system to place orders and execute payments on their behalf, according to research from PSE Consulting. Chargebacks911 says this combination of automation and consumer trust will introduce a new category of disputes.
“We’re about to see a different type of chargeback,” said Monica Eaton, founder and CEO of Chargebacks911. “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 didn’t want that.’ That is a very different situation.”
For years, most chargebacks have fallen into three categories: fraud, merchant error, or buyer’s remorse. Agent-initiated transactions create a fourth scenario. The purchase is technically authorised, but the result does not match the customer’s expectations.
An agent might renew a subscription automatically, choose a cheaper alternative brand, book travel that fits the calendar but not the customer’s preferences, or reorder products that are no longer needed. From the system’s point of view, everything looks correct. From the customer’s point of view, it feels wrong.
“The payments industry has always treated the click as the signal of intent,” Eaton said. “Agentic commerce removes the click. So now we need a new way to prove intent when a human was not directly involved.”
Agentic commerce is also moving towards outcome-based pricing models. Some platforms are already charging fees tied directly to AI-driven purchase completions, reflecting the shift towards agent-executed transactions. Chargebacks911 believes this shift will lead to more purchases happening in the background, without a clear moment of human intent.
“If agents start buying things quietly in the background, customers will see more charges they do not recognise or do not agree with,” Eaton said. “And when that happens, the first reaction is often a dispute.”
Traditional dispute cases rely on proof points such as authentication checks or delivery confirmation. Agent-initiated purchases will require different evidence, including what the customer allowed the agent to do, what limits were in place, what the agent actually executed, and when the customer was notified.
“Agentic commerce can work, but only if the industry keeps the customer’s intent at the centre of the transaction,” Eaton said. “If that link breaks, chargebacks become the safety valve.”
Chargebacks911 says merchants should begin preparing now by setting clear agent permissions, improving transaction visibility, and building evidence trails for agent-initiated purchases.