Customer AI agents are starting to shop, book, and change accounts on behalf of real people. Some of those people will not understand what their agents did and will dispute it. Shopping agents must carry signed instructions and spending limits to merchants, while agents acting inside existing bank, airline, or telecom systems rely on that business’s customer identity and access management (CIAM) platform to approve, limit, and record the delegation. This session presents a taxonomy of agentic commerce disputes, the evidence that addresses each type of dispute, and who holds it. Drawing on KuppingerCole research into OAuth grant governance and AI agent observability, attendees will leave with CIAM design requirements for portable intent, account delegation consent, agent-bound records, tiered reversibility, and dispute handling.
