The RealReal updates bot defenses to stop AI agents from locking up inventory
The move comes after reports showed Meta’s Muse could hold designer items in carts for hours, preventing other customers from buying.
By Ana Castro ·
Shoppers looking for specific designer items on The RealReal may face less competition from automated software after the secondhand luxury retailer updated its security protocols. The changes make it harder for artificial intelligence agents to log in and purchase goods, addressing a vulnerability that allowed these bots to block human buyers for extended periods.
The RealReal revealed the update following a report that identified a loophole in the site’s item reserve system. When a customer places an item in a shopping cart, the retailer holds that piece for 20 minutes, preventing others from purchasing it. Investigators found that Meta’s AI agent, Muse, could automatically re-add items to a cart the moment the 20-minute hold expired. This action effectively locked up inventory for hours or longer, keeping the items unavailable to other shoppers.
Luke Friang, the company’s chief technology officer, confirmed in an email that The RealReal has addressed the specific use case flagged in the report. He stated that the new bot defense configuration makes it much more difficult for any agent to log in, add items to a cart, and complete a checkout. Friang noted that agents will still be able to show users listings and direct them to product pages. The company plans to continue strengthening these protections as AI-powered shopping develops.
Meta did not immediately respond to a request for comment regarding the changes. The issue has gained traction as technology firms promote AI agents as personal assistants that can handle tasks like scheduling and buying on behalf of users. Meta reported on its Q3 earnings call this month that shopping is currently the most common use case for Muse. The company said average purchases through the agent exceeded $200.
Meta stated that 10 million people in the United States downloaded the Muse app within 40 days of its release. This rapid adoption signals a potential shift in how consumers interact with online retailers. If more users rely on chatbots to access websites, businesses may lose direct contact with their customers. This dynamic could impact advertising revenue, a major income source for large retailers.
Retailers have already begun responding to this trend. Amazon and other major companies have blocked agents from shopping on their sites to protect their bottom lines. The situation at The RealReal illustrates how AI agents can disrupt standard retail practices. A human shopper is usually limited by how long they are willing to manually refresh a cart, but an agent can perform this task continuously without fatigue.
