American Express · Chargeback reason codes
American Express C08 chargeback: Goods or Services Not Received, and how to win it
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American Express reason code C08, Goods and Services Not Received, means the Cardmember says the order never arrived or arrived only in part. The issuer waits until the expected delivery date, or 15 days if none was set. Win with proof of delivery to the address the Cardmember gave; Amex does not require the Cardmember's signature on proof of delivery. Compelling evidence linking the recipient to the Cardmember also counts.
- Category
- Cardmember dispute
- Time limit for the bank to file
- 120 days from presentment, or from 24 Oct 2026 from the expected delivery date, capped at 540 days
- 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
- Delivery to the Cardmember's address; compelling evidence linking recipient and Cardmember
- Can it be prevented?
- Mostly: ship with tracking and keep customers informed
- Who usually wins
- The merchant with delivery proof to the given address
What PlatformDTC does
PlatformDTC pushes the carrier and tracking number onto the Stripe payment as soon as an order ships, and its dispute response leads with the tracking number, ship date and delivery address. It also holds a subscription's first renewal until a week after the first parcel is delivered, so customers are not billed again for a box still in transit. With "Answer a chargeback automatically" switched on, it sends the response to the bank for you before the deadline.
What it means
The Cardmember paid but says the goods or services did not arrive. From 24 October 2026 the issuer can file within 120 days of the expected delivery date, or of when the Cardmember learned it would not arrive, up to 540 days.
Why customers file it
Late or lost parcels, deliveries left unseen, goods held in customs, or a renewal charged before the first order arrived.
Evidence that wins
For every Amex code, a credit that directly offsets the disputed charge is also an accepted response.
- Proof of delivery to the address the Cardmember gave (no signature needed)
- Proof the goods were received in full by the Cardmember or someone they authorized
- A signed work order for services
- Goods held by customs and not claimed, or seized by customs
- Compelling evidence: a link between the person who received the goods and the Cardmember; for digital goods, matching purchase and download IP or email
How to prevent it
- Ship with tracking to the address on the order
- Tell customers about delays
- Do not bill a subscription renewal before the previous box arrives
For developers
On Stripe the dispute object arrives with reason "product_not_received" 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
- Does Amex need a signature on proof of delivery?
- No. The American Express Merchant Rules say proof of delivery does not need the Cardmember's signature.
- When can the bank file a C08?
- After the expected delivery date, or 15 days after the charge if no date was set; immediately if the merchant has closed.
Sources
Related
- C31 — The Cardmember says the goods or services did not match the description or quality promised.
- C28 — The Cardmember says a subscription kept billing after they cancelled.
- 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.
- C32 — The Cardmember says the goods arrived damaged or defective.
- M10 — The Cardmember disputes a car rental charge for damage, theft or loss of use.