The buyer's definition
of resolved.
Your AI vendor bills per resolution, and its own system decides what counts. Before you sign or renew, put the buyer's definition in the contract. Free to copy. No sign-up.
A billed resolution counts
only if it held up.
- The same customer made no new contact about the same problem, on any channel, within 7 days of the conversation's last message.
- No refund or chargeback was issued on the same order within 14 days.
- No person took over the conversation.
- It was charged once, for a real customer: not an internal, test or spam conversation.
Anything else is not a resolution, and is not billable.
Paste it into your order form.
Numbers in brackets are yours to negotiate. Have your lawyer fit it to your contract.
Definition of Resolution. For billing under this Order Form, a "Resolution" is a conversation handled by the AI agent that meets all of the following: (a) the end customer starts no new contact about the same issue, on any channel, within seven (7) days after the conversation's last message; (b) no refund or chargeback is issued on the related order within fourteen (14) days after that message; (c) no human agent takes over or replies publicly in the conversation; and (d) the conversation is with a genuine end customer and is not internal, test or spam traffic. A conversation may be billed as no more than one Resolution.
Records. For each billed Resolution, Vendor will provide the conversation identifier, the time it was billed and the outcome type, in a machine-readable export, within [10] business days of Customer's request. Customer may check charges against its own records, directly or through an independent party of its choosing.
Credits. Charges for conversations that do not meet this definition will be credited on the next invoice. Customer may dispute a charge within [90] days of the invoice date.
Changes. Vendor will give Customer at least [30] days' written notice of any change to how Resolutions are counted or priced. A change applies from the next renewal, unless Customer agrees in writing to an earlier date.
Not legal advice. A starting point for your lawyer and your vendor, published free for any buyer to use, change and share.
What each vendor counts today.
Each vendor's published rule, with the date we read it. Each checks inside one conversation, over hours. Customers who still have the problem come back days later, by email or phone, or ask for a refund.
Negotiate this one
announced Nov 10, 2026
read Nov 11, 2026
Vendors change these rules. We read them every week and keep every dated version.
7 days, any channel.A customer whose problem is not solved rarely returns to the same chat. They email, call or open a new chat a day or two later. A week catches that without holding a bill open for a month.
14 days for refunds.A refund on the same order is the plainest sign the answer did not hold. Two weeks covers most refund and chargeback cycles.
No person took over.If your team finished the job, the AI did not resolve it.
The same rule for every vendor.One public rule, applied the same way to every bill. Standing never sells AI, and no vendor pays us.
How did it measure up?
The Standing Audit counts one month of your bill against this definition, from your own records. Free.