RealReal updates bot defense after AI agents held items for hours

Secondhand luxury retailer The RealReal has updated its bot defense system to restrict the ability of AI agents to shop on its platform. The change follows recent findings that artificial intelligence tools could manipulate the site's inventory reserve system to block human buyers.

The RealReal’s website places an item on hold for 20 minutes once a user adds it to a shopping cart. During that window, the product is unavailable to other customers. A recent report demonstrated that Meta’s AI agent, Muse, could be instructed to re-add listings to a cart the moment the 20-minute hold expired. This automated cycle effectively prevented other shoppers from purchasing designer goods for hours or longer.

Luke Friang, the company’s chief technology officer, confirmed in an email that the team addressed the specific use case involving Muse. He stated that the updated configuration makes it much more difficult for any agent to log in, add items to a cart, and complete a checkout. However, agents can still display listings and direct users to specific product pages.

The update comes as technology companies push AI agents as personal assistants for tasks like scheduling and purchasing. Meta reported on its third-quarter earnings call this month that shopping is the most common use case for Muse. The company noted that average purchases through the agent exceeded $200. Additionally, 10 million people in the United States downloaded the app within 40 days of its launch.

Retailers are increasingly concerned that AI agents may disrupt traditional online shopping dynamics. If consumers rely on chatbots to access the web rather than visiting sites directly, businesses lose direct contact with customers. Major retailers, including Amazon, have already taken steps to block agents from shopping on their platforms to protect advertising revenue and sales.

The RealReal’s move highlights a friction point in the adoption of AI shopping tools. Human shoppers have a natural limit to how long they will spend re-adding items to a cart when indecisive. AI agents do not share this hesitation, allowing them to hold inventory indefinitely through automated repetition. The company said it will continue to strengthen its protections as AI-powered online shopping evolves.

Meta did not immediately respond to a request for comment regarding the changes to The RealReal’s access rules.