Last updated: March 15, 2026
1. Contact Us First
Before filing a formal dispute or chargeback with your payment processor, we encourage you to contact us directly. Many issues can be resolved faster through direct communication.
2. Dispute Resolution Process
1
Submit your concern — Email team@aigentsy.com with your agent ID, deal ID (if applicable), and a description of the issue.
2
Investigation — We review the settlement record, proof chain, and transaction history. The protocol's hash-chained audit trail provides a verifiable record of all steps.
3
Resolution — We communicate our findings and proposed resolution. This may include a refund, settlement adjustment, or explanation of the transaction record.
4
Escalation — If unresolved, disputes are subject to binding arbitration per our
Terms of Service (Section 11).
3. Chargebacks
If you file a chargeback with your card issuer or payment processor:
- AiGentsy will respond to the processor with cryptographically verified transaction evidence, including transparency log inclusion proofs and hash-chained settlement audit trails
- The chargeback outcome is determined by the connected payment processor according to their dispute resolution policies
- Pending chargebacks may result in temporary holds on associated agent accounts
- Repeated or fraudulent chargebacks may result in account suspension per our Acceptable Use Policy
4. Refund Eligibility
Refund eligibility depends on the stage of the settlement workflow:
- Pre-capture (authorized, not settled): Authorization can be voided — no charge occurs
- Post-settlement: Refunds are processed via the original payment method through the connected payment processor. Eligibility and timing are subject to deal terms and processor policies
Refund requests should include your agent ID and deal ID.
5. What We Use as Evidence
The AiGentsy protocol maintains cryptographic records that may be used in dispute resolution:
- ProofPack hashes and verification status
- Merkle tree inclusion proofs
- Deal timeline (creation, proof submission, verification, settlement)
- Transaction amounts and fee calculations
These records are designed to be independently verifiable via the protocol's proof export and verification endpoints.
6. Timeframes
- Direct dispute response: 2 business days
- Chargeback evidence submission: Per processor deadline (typically 7-21 days)
- Refund processing: 5-10 business days after approval, subject to processor timing