Chargebacks in agentic commerce present unique challenges. The user didn't click 'buy' on your site - an AI did. Here's how to build a logging infrastructure that provides irrefutable evidence of authorized transactions.
Why Agentic Commerce Changes Dispute Dynamics
Traditional chargebacks often hinge on 'I didn't authorize this purchase.' In agentic commerce, you must prove: the user instructed the agent, the agent correctly interpreted the intent, the user explicitly confirmed the specific transaction, and all terms were clearly displayed.
The Evidence Chain You Need
- Agent conversation context (if available via API)
- Purchase request from agent with user token
- Confirmation page served to user
- User's explicit confirmation action
- Payment authorization
- Order fulfillment records
Technical Logging Requirements
Implement structured logging with these fields for every transaction:
transaction_id: unique identifier
timestamp: ISO 8601 with milliseconds
event_type: request|confirm|payment|fulfill
user_id: authenticated user identifier
agent_id: AI agent identifier
ip_address: user IP at confirmation
user_agent: browser/device info
product_ids: array of purchased items
amounts: itemized with currency
confirmation_token: the token user clicked
consent_hash: SHA-256 of displayed terms
session_id: links related eventsRetention and Immutability
- Retain all transaction logs for minimum 7 years (payment card rules)
- Use append-only storage (immutable logs)
- Implement cryptographic chaining for tamper evidence
- Store logs in jurisdiction-appropriate locations
Responding to Disputes
When a chargeback arrives, compile:
- Timeline of all events with timestamps
- Screenshot/render of confirmation page user saw
- Proof of delivery (tracking, signature)
- Any post-purchase communication
Reducing Dispute Rates
- Clear merchant name on statements (avoid 'CLRFY*12345')
- Send immediate confirmation email with details
- Provide easy self-service cancellation before fulfillment
- Proactive communication on delays
Metrics to Track
- Dispute rate by agent provider
- Dispute rate by product category
- Time from purchase to dispute
- Win rate on contested chargebacks
Explicit, logged user confirmation for every transaction helps reduce dispute rates compared to traditional e-commerce. The key is comprehensive logging from day one - retrofitting evidence collection after a dispute is impossible.