Chargeback Reason Code

American Express Chargeback Reason Code C08: Goods/Services Not Received

General Information about Reason Codes

In 2016, Mastercard chargeback reason codes were condensed and consolidated, in a restructuring that resembled Visa Claims Resolution. Prior to this, Mastercard’s list of reason codes was long, convoluted, and confusing; now there are fewer than ten different reason codes relevant to most merchants. All the old reasons are still there, but they’ve been grouped under more comprehensive “umbrella” codes.

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American Express Chargeback Reason Code C08: Goods/Services Not Received

What is AmEx Chargeback Reason Code C08?

The AmEx chargeback reason code C08 covers card member disputes and occurs in chargebacks when goods or services are not received. It often occurs in online transactions where the buyer has to take delivery of the purchased items or services. However, the buyer claims that the goods or services paid for were not received.

E-commerce requires logistics to move products to buyers. It can be tedious to track the orders of all your buyers as they leave your warehouse or storage facility. Sometimes, even overseas shipping is required.

These complexities create room for errors that can result in the goods not getting to the buyers. Online services are easier to handle but also susceptible to errors. An example of this is when a cardholder purchases a subscription, but the service is still unavailable.

AmEx provides a more straightforward approach to resolving card member disputes without resulting in chargebacks. The American Express Dispute Center allows you to communicate with a dissatisfied buyer and resolve their complaints. However, some cardholders may still proceed to contact AmEx and file disputes.

American Express will file or process a chargeback if they believe the cardholder has exhausted all means to resolve the dispute. For reason code C08, the chargeback covers disputes where the buyer claims the purchased items or services were not delivered.

Even after processing the chargeback, AmEx still allows you to dispute it. The easiest would be to submit evidence that the cardholder received or even used the goods or services. Nonetheless, other scenarios can still be in your favor.

We will explore the causes of this reason code C08 to give you a heads-up in your defense. Then, you’ll see which approach is best to fight it. You can also take steps to prevent and enjoy a smooth sailing business.

Why Did It Happen?

Chargebacks under reason code C08 occur when cardholders claim they did not receive or partially receive the goods and services purchased. They are processed when AmEx believes the cardholder has exhausted all means to resolve the issue amicably. However, this is only sometimes the case.

Impatient buyers may approach their issuer quickly, giving you little time to resolve their complaint. Since AmEx acts as both the issuer and the bank, it is easier to process a chargeback.

The following are things that can lead to disputes that will cause chargebacks under this reason code:

  • Missing a delivery date as agreed at the time of purchase
  • Not showing up to provide the purchased services
  • Failing to inform the customer of any unavoidable delays, like shipping delays
  • Neglecting to uphold your terms of purchase

Chargebacks under this code can occur online or offline. However, they are more common in online purchases where the buyer has yet to see the goods or services (physically).

Communication breakdowns can cause chargebacks under this code. If a cardholder believes they are not receiving adequate attention to the complaint, that is enough motivation to approach AmEx. This is where excellent customer service can help prevent dissatisfaction among your buyers.

You can put your best foot forward to satisfy your customers and still receive this chargeback. Cybershoplifting has grown into a menace for eCommerce merchants. Some buyers may intentionally file false disputes or claims about not receiving the goods or services. That is where you need as much evidence as possible to fight the chargeback.

We encourage you to do your best and uphold business ethics. However, investigate all chargebacks thoroughly to learn from your mistakes or fight them effectively.7


How to Fight AmEx Chargeback Reason Code C08: Goods/Services Not Received?

Speed is of the essence when fighting chargebacks under this reason code. AmEx allows merchants 20 days to submit evidence that the chargeback should not occur. Also, transactions that can be charged back under the reason code for “Credit Not Presented” are excluded.

The following evidence will help you fight chargebacks under reason code C08:

  • Documents to show that you processed a correcting transaction to offset the disputed transaction. The date and amount processed should be included.
  • Evidence that the cardholder or their designated representative received all the purchased goods or services. Delivery receipts signed by the cardholder are helpful in this case.
  • Evidence that you delivered the goods and services to the agreed pickup point on the agreed date. The cardholder’s failure to pick them up means a breach on their side of the purchase terms.
  • Evidence to refute the buyer’s claim of returning the goods or canceling the service. If no items were logged in for return, your return invoice will be helpful in this case.
  • Evidence that the cardholder used the goods or service
  • Evidence that the customs authorities in the cardholder’s country have held the goods and the buyer has yet to claim them
  • Evidence that the customs authorities in the cardholder’s country have held the goods and prevented the buyer from claiming them
  • Evidence that the first chargeback occurred more than 120 days after the cardholder became aware that they never received the goods or services
  • Evidence of an agreement with the buyer that cancels the chargeback
  • Evidence that the disputed transaction does not qualify for a chargeback under reason code C08
  • Evidence that the cardholder’s IP address at the time of purchasing the digital goods matches the IP address that downloaded it
  • Evidence that the cardholder’s email address at the time of purchasing the digital goods matches the email that downloaded it

How to Prevent AmEx Chargeback Reason Code C08: Goods/Services Not Received?

Excellent customer service should resolve disputes before they reach the issuer (AmEx). Nevertheless, you can do the following to prevent chargebacks under reason code C08:

  • Deliver goods and services on the agreed date, time, and venue
  • Inform your buyer of any anticipated delays to the delivery
  • Process refunds immediately if the problem is from your end
  • Send emails to the cardholder to track the status of their delivery
  • Wait until the goods are shipped before charging the card
  • Provide an accurate description of goods and services supplied


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