AI Buying Bots Are Driving More Refunds, Risks: Adyen Executive

Shoppers using AI are seeking refunds and disputing credit card charges at an elevated rate, highlighting the financial risks of AI-powered shopping, according to Carlo Bruno, vice president of product at payments firm Adyen. Companies must figure out how to handle that risk before AI can reliably tackle online purchases, Bruno said. The technology hasn’t had a “big bang” moment yet, Bruno said. “Everyone is thinking of agentic commerce as some massive launch moment, that one day we have bots transacting for us,” he said, but the process will be more gradual. The complexities and risks involved could also prompt payment processors to contemplate charging higher merchant fees on AI purchases, he said.

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