If an AI shopping assistant appears to have made a purchase you did not authorize, contact the bank or card issuer that handled the payment promptly. The right process depends on whether the charge was made on a credit card, a debit card, or directly from a bank account. Save the transaction details and the assistant conversation, then follow the financial institution’s dispute instructions. For a US credit-card billing error, send written notice within 60 calendar days after the charge appears on your statement.
How to dispute an unauthorized AI shopping purchase
- Identify the charge and payment method. Check the amount, date, and merchant name shown on your account. Determine whether the payment used a credit card, a debit card, or another transfer from a bank account. Save a screenshot or download of the transaction and any order receipt.
- Notify the financial institution promptly. Call the number on your card or account, or use its dispute channel, and explain that you do not believe you authorized the transaction. Ask what steps and documents it requires, and note the date, case number, and instructions you receive.
- Use the correct written notice process for a credit card. If it is a credit-card billing error, follow the statement’s instructions for sending a written notice within 60 calendar days after the charge appeared on the statement. Send it to the billing-dispute address, which may differ from the payment address, and keep a copy. The CFPB’s credit-card dispute guidance describes this deadline.
- For debit or bank-account transfers, report it to the bank or credit union. Contact the institution as soon as possible and follow its process for reporting an unauthorized electronic fund transfer (EFT). The rules and liability can depend on when the transaction appeared on a statement and, if a card or access code was lost or stolen, when you reported that loss.
- Keep paying undisputed credit-card amounts. While the issuer investigates, pay the rest of the bill on time. Do not treat the dispute as permission to stop paying unrelated charges.
- Contact the merchant or AI provider if relevant. You can ask the retailer to explain or cancel an order, or contact the AI provider if the charge is for its own subscription or usage credits. Do not wait for either response before notifying your bank or card issuer.
- Preserve the authorization record. Save what you asked the assistant to do, any spending limit or product or merchant constraint, its replies, and the checkout confirmation—or evidence that none appeared. Keep order details and messages with the merchant, AI provider, and financial institution.
Credit card: deadline and what happens next
For a US credit-card billing error, the CFPB advises sending a written notice within 60 calendar days after the charge appeared on the statement. Use the issuer’s billing-dispute address and instructions, and keep a copy. You can still dispute a charge you have already paid, although a credit or refund may depend on the issuer’s decision. See the CFPB’s instructions for disputing a credit-card charge.
According to the CFPB, an issuer generally has 30 days to acknowledge a written billing-error notice and another two billing cycles to investigate. While the issuer reviews the disputed amount, it may not require you to pay that amount or charge interest on it during the investigation; you remain responsible for correct, undisputed charges. If the issuer agrees that the bill was wrong, it must remove the disputed charge. If it decides the bill was correct, it must explain why and state what you owe and when it is due. The CFPB’s guide, How to fix mistakes in your credit card bill, also distinguishes billing errors from complaints about defective or undelivered goods, which may follow a different dispute path.
Debit card or bank transfer: report it quickly
For a debit-card purchase or another EFT from a consumer deposit account, report the transaction to your bank or credit union immediately. The CFPB describes a usual outside reporting point of 60 days after the institution sent a statement listing an unauthorized transfer. If your debit card was lost or stolen, reporting within two business days can limit potential liability; waiting longer can increase exposure in specified circumstances. These are not credit-card billing-error deadlines, and the specific facts and applicable rules matter. Read the CFPB’s guidance on unauthorized bank-account transactions and follow your institution’s instructions.
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The CFPB describes a typical investigation period of 10 business days after notice, with exceptions and possible provisional credit if the institution needs more time. That is a general description, not a guaranteed deadline for receiving a refund.
Under the CFPB’s Regulation E FAQs, an unauthorized EFT is generally one initiated by someone other than the consumer without actual authority, from which the consumer receives no benefit. The FAQs also explain that transfers by a person the consumer furnished an access device to are generally treated differently unless the consumer has told the institution that the person’s transfers are no longer authorized. How those principles apply to a particular AI shopping transaction is not determined by the assistant’s involvement alone.
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An AI interface can make it harder to identify who placed, processed, and fulfilled an order. In OpenAI’s published description of Instant Checkout, the user can tap Buy and confirm order, shipping, and payment details; OpenAI says the merchant handles orders, payments, and fulfillment. Its Agentic Commerce documentation says the merchant decides whether to accept or decline an order, charge the payment method, and confirm the order, and that OpenAI is not the merchant of record in its Agentic Commerce Protocol. These descriptions concern OpenAI’s system, not every AI shopping service.
Those roles make the card statement, merchant record, checkout confirmation, and conversation useful evidence. They do not by themselves decide whether you authorized a specific charge, whether an assistant exceeded authority you gave it, or which party is legally responsible. The CFPB’s credit-card unauthorized-use guidance and Regulation E FAQs address financial rules, but do not resolve every case involving an AI agent acting beyond a user’s intended scope. Explain the facts to your financial institution rather than assuming that linking a card automatically authorized every purchase—or that any mistaken purchase is automatically legally unauthorized.
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If the charge is from the AI provider itself
A charge from an AI company for its own subscription or usage credits is different from a retailer’s charge for goods bought through an assistant. Contact the provider’s billing support as well as your financial institution if you do not recognize a direct provider charge. For ChatGPT or API-credit charges, OpenAI says its Support team can investigate and review refund eligibility; its help page on unrecognized charges also advises account-security steps if an account may be compromised. OpenAI says it does not issue a separate refund while a card or bank dispute is active or after the funds have already been returned through that dispute. This is OpenAI’s policy, not a policy for other AI providers.
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