FortiAgent connects directly to Stripe to retrieve live subscription status, payment history, refund eligibility, and billing data before every support response.
Billing queries carry higher risk than general support queries. FortiVault governs Stripe-related responses with stricter accuracy thresholds — billing automation is only enabled when FortiAgent's accuracy in billing queries has been measured and proven, not assumed.
Why Billing Queries Need Governance
An AI that gives a customer incorrect billing information — wrong charge amounts, incorrect refund eligibility, inaccurate subscription terms — creates more than a support problem. It creates a churn risk, a potential dispute, and in regulated environments, a compliance exposure.
Most AI customer support platforms automate billing queries at the same confidence level as product FAQs. FortiVault separates them — billing queries have their own Trust Score, their own automation threshold, and their own audit trail. Billing automation is not enabled until FortiAgent's accuracy in billing queries has been measured and meets the configured standard.
The Stripe connector ensures FortiAgent is working from live billing data. FortiVault ensures it is only automated when it is accurate. Both layers are required.
Stripe Connector Capabilities
Live subscription status
FortiAgent retrieves the current state of a customer's subscription from Stripe before responding — active, past due, cancelled, trialling. Responses reflect the actual account state, not a cached knowledge base entry.
Payment and invoice history
FortiAgent can retrieve recent payment history and invoice status from Stripe, allowing it to answer billing dispute queries with the actual transaction data rather than generic billing policy.
Refund eligibility
FortiAgent checks refund eligibility against your Stripe configuration and configured refund policy before responding to a refund request. No invented policy — only what your Stripe account and configured rules allow.
Failed payment status
FortiAgent retrieves the reason for a failed payment from Stripe — insufficient funds, card expired, declined — and provides an accurate, specific response rather than a generic "payment failed" message.
Plan and pricing data
FortiAgent retrieves current plan details, pricing, and feature entitlements from Stripe to answer upgrade, downgrade, and plan comparison queries accurately.
Write-back: refund initiation
Where your governance configuration permits, FortiAgent can initiate a refund directly in Stripe. Every write-back action is logged in the FortiVault audit trail and gated by the same accuracy thresholds as any other billing response.
Common Billing Queries
"Why was I charged twice this month?"
FortiAgent retrieves the customer's recent invoice history from Stripe and identifies the specific charges. FortiVault gates this category at a higher accuracy threshold — billing disputes are reviewed by a human if Trust Score is below the configured level.
"My payment failed — what do I do?"
FortiAgent retrieves the decline reason from Stripe and provides a specific, accurate response. Generic decline messages are replaced with the actual reason code and an appropriate resolution path.
"Can I get a refund?"
FortiAgent checks refund eligibility against your Stripe configuration. If eligible, the refund can be initiated as a write-back action. If not, the reason is explained accurately based on your configured policy.
"What plan am I on and what does it include?"
FortiAgent retrieves the customer's current plan and entitlements from Stripe and responds with accurate, current plan details — not a knowledge base entry that may reflect outdated pricing.
"I want to cancel my subscription."
FortiAgent retrieves subscription status and cancellation terms from Stripe. Depending on your governance configuration, this query type can be routed to human review to allow for retention handling before cancellation is processed.
Architecture
Billing query received
Customer sends a billing, subscription, or payment query through the FortiAgent support widget.
Stripe API called
FortiAgent calls the relevant Stripe endpoint — subscription, invoice, charge, or payment intent — with the customer's identifiers.
Grounded response generated
FortiAgent generates a response using live Stripe data and your configured billing policies. No general training data used.
FortiVault governs
FortiVault checks the billing Trust Score. Auto-sends if accuracy meets threshold; routes to human review if not. Stripe call logged in audit trail.
Live billing data. Billing automation gated by measured accuracy. Full audit trail on every billing decision.