American Express Reason Code C08: A Merchant Guide

American Express Reason Code C08 means Goods/Services Not Received or Only Partially Received. The Card Member says the goods or services never arrived, arrived late or incomplete, or were never provided. Merchants have 20 days to respond to the chargeback.

Many guides mislabel C08 as a recurring billing code. It is not. This page explains what C08 really covers, how to avoid it, and how to dispute it with the evidence American Express asks for.

What is Reason Code C08?

American Express Reason Code C08 is a chargeback reason for Goods/Services Not Received or Only Partially Received. According to the American Express Disputes Reference Guide, it applies when the Card Member claims not to have received, or only partially received, the goods or services they paid for. Typical causes are late, incomplete or misdirected delivery, or a canceled order where no credit was issued. For how C08 fits alongside codes from other networks, see our guide to chargeback reason codes.

Examples of C08 disputes:

• A parcel is marked delivered, but the Card Member says it never arrived.
• An order ships in part and the rest is never sent.
• A service, such as an installation or booking, was paid for but not performed on the agreed dates.
• An order was canceled, but the charge stayed and no credit followed.

The general Amex rule is that Card Members can dispute a charge for up to 120 days from the transaction date. Amex lists goods and services not received as an exception, so the time frame may vary. Do not assume a fixed cutoff for C08.

C08 is not the recurring billing code

A charge for a subscription that was canceled but kept billing falls under a different code, C28 (Canceled Recurring Billing). If your dispute is about canceled recurring billing, check which code Amex actually used. The evidence you need is different. For C28, Amex asks for your cancellation policy and how you disclose it, proof the Card Member did not cancel, or proof that an offsetting credit was already issued.

How to Avoid Reason Code C08 Chargebacks?

Avoiding American Express Reason Code C08 chargebacks starts with proving delivery and keeping buyers informed. These steps help:

• Describe the order clearly. Give a full description of the goods or services, the expected delivery date, accurate billing details and the transaction date.
• Track every shipment. Use carriers that give proof of delivery with the delivery date and full shipping address. Consider a signature for high-value orders.
• Document services. Keep dated records that the service was performed, and a signed work order when the customer receives the service in person.
• Communicate delays early. Tell customers about backorders, split shipments and late deliveries before they call their bank.
• Refund canceled orders fast. A canceled order with no credit is a common C08 trigger. Issue the refund and send a confirmation.
• Keep a clear return and cancellation policy. Make it easy to find online and in-store.

How to Dispute Reason Code C08 Chargebacks?

If you receive a C08 chargeback, you can dispute it by showing the Card Member received the goods or services. Follow these steps:

1. Review the Chargeback Details: Read the chargeback notice to see what the Card Member claims and which evidence American Express expects.
2. Gather Evidence: The merchant should gather all documentation that fits the claim. American Express accepts one of the following:
   • Proof of delivery, including the delivery date and full shipping address.
   • Proof the services were provided, with the dates.
   • A signed work order showing the Card Member received the services, with the dates.
   • Proof that a credit directly offsetting the charge was already processed.
   • Proof refuting the claim that the services were canceled or the goods were returned.
   • Evidence linking the person who received the goods or services to the Card Member, such as photos or emails.
   Extra requirements apply to airline and other transportation, card-not-present pickups, installment and bill payment transactions, and digital goods.
3. Respond Within 20 Days: American Express tells merchants to always respond within 20 days. Send all documents with a clear explanation of why the chargeback should be reversed, and respond to chargebacks before the deadline.
4. Follow Up: After submitting, check with American Express that the response was received and is under review.

Reducing Reason Code C08 Chargebacks Over Time

American Express Reason Code C08 affects merchants and customers alike. Knowing what it is, how to prevent it and how to dispute the chargeback keeps your chargeback process on track.

Monitor customer complaints about missing orders, keep delivery proof for every shipment and issue prompt refunds on canceled orders. A reliable dispute process matters too. Chargeflow offers automated solutions that fight disputes and help raise your win rates. Start using Chargeflow to take control of chargebacks across every reason code.