
When Meta switched on Muse in Singapore last month, ShopBack was one of eight launch connectors the agent could plug into. In the US, Amazon had taken a different view. It blocked Muse within 12 days of launch, complaining in part that an agent shopping for a customer bypasses the personalisation built into its store.
ShopBack, a shopping and rewards platform, chose to sign up rather than shut the door. Justin Lee, its Chief Product Officer, says the web was built for people to read, not for agents to act on. e27 sent him ten questions on what that means for a business that earns its keep between the shopper and the merchant. His answers show a confident bet. They also leave a few things unsaid.
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The stakes are easy to state. A shopping and rewards platform, lives in the gap between buyer and seller. An agent that can compare prices on its own could route around that gap entirely. Lee’s wager is that the agent will keep a shopping and reward platform in the loop because the reward is part of the best deal.
Two weeks to write for a reader that never skims
Without a connector, Lee says, an agent shops like a person with a search engine, only faster. It combs through pages designed for human eyes and pieces an answer together from whatever it finds. That works, but it is slower, and the agent cannot always tell whether a price or a reward is still current.
The connector replaces that guesswork with a direct line into ShopBack’s live data: merchants, prices and the savings attached to each. “Building one meant writing for a new kind of reader, one that takes everything at face value and acts on it straight away,” Lee says. His team built it in two weeks.
He frames Muse as the next stop on a familiar road. ShopBack moved from website to app to browser extension, and then into the ChatGPT App Store, where it was among the first shopping and rewards apps. Asked whether ShopBack saw something Amazon missed, Lee declines to pick a fight. “Different companies will make different choices for their own business,” he says.
It is a diplomatic answer to a blunt question. Amazon owns the shop, so it can afford to keep agents out. A shopping and rewards platform owns no shelves. If AI shopping agents reshape retail the way their backers expect, being the tool the agent shops with is partly insurance against being bypassed.
Same link, same commission, new storefront
Affiliate commerce runs on attribution: tracked clicks, cookies, a visible referral path. Lee insists nothing changes when Muse does the clicking. A sale counts as ShopBack’s only if it goes through a ShopBack link, which is the link Muse gives the shopper. The merchant’s own tracking confirms the sale, and merchants pay only for confirmed sales, on their existing terms.
Justin Lee
What about commission on a sale the agent would have made anyway? Lee argues the agent weighs several merchants before answering. When a ShopBack reward tips the balance, “the reward is what won the sale”. It is the classic affiliate defence, the same logic behind Lazada’s US$100 million affiliate push. Whether it holds for an agent that might have picked that merchant regardless is harder to prove.
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On who owns the customer, Lee explains a traveller who books a flight through Muse buys from the airline, which issues the ticket and keeps the relationship. Muse is the channel and ShopBack the rewards layer.
To the questions on who (ShopBack or Meta) keeps the conversational data and whether money changes hands with the tech behemoth, Li says: “How Muse handles conversations is best answered by Meta. On our side, ShopBack never sees what the member types. When Muse decides a member’s request calls for ShopBack, it turns to the ShopBack connector, and the connector returns the relevant options and rewards.”
When it comes to payment, he claims that no fees changed hands between ShopBack and Meta. “We joined Muse’s Singapore launch at Meta’s invitation, because we are always looking for more places to reward our members, and personal AI agents are where more of them are starting to shop.”
Cheapest after cashback, or best for the merchant?
Meta’s own launch demo has ShopBack finding the cheapest return flight to Seoul after cashback. Can a user check that the answer really is the cheapest, and not the one from the merchant paying the highest commission? Lee’s reply is that the agent sees each deal’s price and savings and weighs them “on the facts”. Anyone who wants to check can open the ShopBack app and find the same deal there.
That is a consistency check, not an independent one. The app and the connector draw on the same data, so finding the same answer in both tells a shopper ShopBack is consistent, not that it is cheapest across the whole market.
The pay-to-rank question gets the most interesting answer. Merchants can already boost the rewards they offer through ShopBack, and Lee says that boost reaches the shopper as a bigger saving. “We give the agent the facts, and the agent decides,” he says. It echoes the promise that Muse doesn’t care about your ad budget.
The line is sensible, but it is thinner than it sounds. A boost is merchant money spent to win the agent’s pick, and it works best when the agent weighs savings heavily. For brands already worried that if an AI agent cannot find you, you do not exist, boosted cashback may become the cheapest way to be found.
When the agent books the wrong flight
Meta delayed Muse’s US launch over security concerns, and The Information reported that the agent sent emails without approval during testing. So who pays if Muse books the wrong non-refundable fare using ShopBack’s data? Lee’s answer puts the purchase with the merchant, under the merchant’s terms. ShopBack handles only the rewards side, through its help centre.
That is a neat division of labour, and probably the legally correct one. It is also the kind of handover that makes liability for autonomous agents so murky. Lee concedes the point in broader terms. “I believe trust will decide whether people shop with agents at all,” he says, adding that the industry must stay clear about who does what. In a market where Singapore firms lead APAC in deploying AI agents and in rolling them back, that clarity is not optional.
Plumbing or destination? Lee says both
Much of cashback’s pull is emotional: the user sees the reward, feels clever and comes back. If the agent does the shopping, Lee says, the satisfaction simply moves into the answer, with Muse showing the savings on each hotel option. Members still collect their rewards in ShopBack, and spend them online or in store with ShopBack Pay, a product backed by the MPI licence it secured from MAS.
The bigger worry is becoming back-end plumbing for someone else’s interface, especially as ShopBack builds its own AI tools. Co-founder Henry Chan has described searching 15 retailers for a single flight query. Lee rejects the choice. The connector runs on the same services as the app, so improving one improves the other. The app, with tools like its Travel Planner, remains where members cash out and stumble on deals they did not ask for.
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Muse also has rivals: OpenAI’s Operator, Google’s Gemini Spark and Perplexity’s Comet. ShopBack built its connector to work with more than one agent. What stops it from becoming a swappable plug-in? Lee points to members’ own accounts and balances, merchant partnerships and more than a decade of understanding how people shop.
That moat is real but untested. Agents are built to find the best answer, as Lee keeps saying. The day a rival offers a fatter reward, the agent will report that fact without loyalty. ShopBack has bet that it can keep winning on the facts. In agentic commerce, that may be the only bet available.
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