# Help with Link agent wallet purchases

This article is for purchases made on your behalf by an AI agent that is connected to your Link account.
By connecting an agent to your Link account, you are responsible for transactions completed by the agent on your behalf, even if the agent’s purchase does not go as planned. However, Link may be able to offer support.
## Who should I contact about a Link agent wallet purchase?
To initiate a refund or return, you should start by contacting the merchant directly. To the extent necessary, we will provide as much information as possible to you and the merchant to facilitate resolution.
If the merchant is unable to assist with your request, reach out to Link Support to initiate a refund request. Refunds for orders will be determined on a case-by-case basis. In some instances, we may direct you back to the merchant. Refunds provided by Link may take several business days to be credited to your original payment method. Check with your financial institution to understand when the applicable payment method will be credited.
## How do I find order information for a Link agent wallet purchase?
To find your order details, check your email for order information. The agent might have used a different email at checkout than the email saved with your Link account.
Link doesn't have access to your order details, but you can log into your Link account to view transactions made by your agent.
## How do I return an item?
If you need to return an item, follow the merchant’s return instructions. The merchant’s return policy applies, including return windows, restocking fees, and return shipping costs. Link doesn't override merchant return policies.
Refunds from the merchant for returned items will appear within the time frame dictated by the merchant’s return policy. If the merchant issues a partial refund such as deducting a restocking fee, the credit will reflect the amount the merchant processed, not the original purchase amount.
If you have problems with your return like an unresponsive merchant, contact Link Support and we'll investigate. See [How can I request a refund?](#request-a-refund)
## Refunds
If you've already reached out to the merchant and they didn't provide you with a refund, Link might be able to help.
Your purchase might be eligible for a refund if:
* You were charged more than once for the same purchase.
* You believe the charge is unauthorized or fraudulent.
* You were charged after disconnecting your agent.
* A charge was processed without your biometric approval of the spend request.
* You submit your request within 120 days of the completed transaction.
You can request a refund by reaching out to Link Support. Failure to respond within the allocated timeframe could result in your request being delayed or denied.
Refunds are subject to a maximum of the original transaction amount or $500 per transaction, whichever is less. We reserve the right to direct you back to the merchant, in which case the merchant’s refund policy applies. You also have the right to file a dispute through your bank or credit card company subject to their dispute policy.
For product or delivery issues, contact the merchant directly.
### Ineligible refund requests
We won't review refund requests for the following reasons:
* **Change of mind on purchase:** If you approved the spend request and the agent completed the purchase, you'll need to return the item to the merchant per their return policy. See [How do I return an item?](#return-an-item)
* **Agent shopping purchases that you didn't intend:** You are responsible for the agent's transactions made on your behalf, including when the agent selects a different product, merchant, or option than you intended. If the agent made an error, contact your agent platform.
* Transactions already refunded, already disputed with a financial institution, or previously reviewed and denied.
We will refuse requests where we find evidence of consumer fraud, refund abuse, or other misbehavior. We might reach out to the merchant for additional information on the transaction, or to support resolving your request. Refund requests are subject to applicable local legal requirements.
## How can I request a refund?
To submit a refund request or file a dispute, ensure the transaction was made by an agent you connected to your Link account and that you have reviewed the transaction’s eligibility. You can verify the transaction is eligible by viewing the specific transaction details in the **Activity** tab. Purchases made by agents connected to your Link account will have an agent or Link Agent Wallet indicator.
### **Submitting your request**
1. Visit [Link](https://app.link.com/login) and click **Contact Support**.
1. Select **Help with a completed purchase**.
1. Select **Contact an Agent**.
1. You should then:
   * Explain the reason: Clearly state why you are requesting a refund or filing a dispute.
   * Provide any relevant receipts, chat logs/screenshots with your agent, or proof of purchase.
Our team will review and follow up within five business days. Some cases can take longer if merchant outreach or additional evidence is required.
## What evidence do I need to provide?
In some cases we might request additional information from you to support your refund request. Ensure that you respond to any requests within the allocated timeframe, or your request may be denied.
Examples of evidence:
* Communication with the merchant about the return, refund, or dispute.
* Details of your purchase or product description, such as date of purchase, the merchant, and the amount.
* Descriptions or supporting screenshots for why the item is eligible for a refund.
## What happens after I submit?
Our team reviews your case, including transaction details and any evidence provided. We might contact you for additional information or evidence. Respond within the allocated timeframe or your request may be delayed or denied.
Our team will then determine if a refund is appropriate. You'll receive a notification when your case is resolved.
If a refund is warranted, it will be credited to your original payment method.