American Express · Chargeback reason codes
American Express C05 chargeback: Goods or Services Cancelled, Credit Not Received
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American Express reason code C05, Goods or Services Cancelled but Credit Not Received, means the Cardmember says they cancelled the order or service and were not credited. The issuer must include the cancellation details. Win with proof a credit was already given, or written proof that your cancellation policy was provided at purchase and that the Cardmember did not follow it.
- Category
- Cardmember dispute
- Time limit for the bank to file
- Usually 120 days from the network processing date
- Time limit to respond
- 20 days from the Amex chargeback or inquiry in the US (your processor's deadline may be earlier); no reply means a "No Reply" chargeback
- Typical evidence
- Written cancellation policy given at purchase and how it was not followed
- Can it be prevented?
- Yes: disclose cancellation terms and honour cancellations quickly
- Who usually wins
- The merchant with a disclosed policy the Cardmember broke
What PlatformDTC does
For a "refund not received" dispute, PlatformDTC reads the refund history from Stripe: if the money was already returned it sends each refund's amount, date and acquirer reference number (ARN) and asks the bank not to pay twice; if not, it quotes the store's published refund policy. With "Answer a chargeback automatically" switched on, it sends the response to the bank for you before the deadline.
What it means
The Cardmember cancelled and expected a credit that never came.
Why customers file it
Cancellations not processed, or cancellations outside the policy window.
Evidence that wins
For every Amex code, a credit that directly offsets the disputed charge is also an accepted response.
- Proof of a credit already processed
- Written proof the cancellation policy was provided at purchase
- How the Cardmember did not follow the cancellation policy
How to prevent it
- Show cancellation terms before purchase
- Confirm cancellations in writing and credit promptly
For developers
On Stripe the dispute object arrives with reason "credit_not_processed" and the card network's own code in payment_method_details.card.network_reason_code; listen for charge.dispute.created and read evidence_details.due_by for the deadline.
American Express uses one letter plus two digits for US and Canada merchants; elsewhere it uses four-digit ISO codes, and each letter code sits under one.
Frequently asked questions
- How is C05 different from C28?
- C05 is a cancelled order or service that was not credited. C28 is a recurring charge billed after the Cardmember cancelled.
- Must the bank send details?
- Yes. The issuer must include the cancellation details for a C05.
Sources
Related
- C28 — The Cardmember says a subscription kept billing after they cancelled.
- C04 — The Cardmember returned or refused the goods and did not get a credit.
- C08 — The Cardmember says the order never arrived or only part of it did.
- C14 — The Cardmember says they paid for the purchase another way.
- C18 — The Cardmember says they were wrongly billed for a guaranteed reservation or advance deposit.
- C31 — The Cardmember says the goods or services did not match the description or quality promised.
- C32 — The Cardmember says the goods arrived damaged or defective.