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

Reason Code C08 disputes arise when a cardholder claims goods or services were not received (or only partly received). It often arises in e‑commerce, service bookings, and digital fulfilment. If merchants are able to prove that the goods or services were delivered, they can have the claim overturned, but they must act quickly. Prevention relies on strong fulfilment, communication, and record‑keeping.

Key Takeaways

• What it means: The cardholder says goods or services were not delivered in full.
• Causes: Late or missed delivery, service no‑shows, wrong address, poor updates, or friendly fraud.
• How to respond: Act within 20 days with proof of delivery or service use; include specific documents for digital, pickup, or travel cases.
• How to prevent: Set clear fulfilment dates, provide tracking, use proof of delivery, and keep strong service logs.

What is an American Express Reason Code C08 Chargeback?

Reason Code C08 sits under American Express “Card Member Disputes”. It applies when a cardholder claims they did not receive what they paid for, or received only part of it. That could be a missed parcel, a service that never took place, a partially shipped order, or access to digital content that never arrived. In short, what it means is that the cardholder disputes liability because fulfilment was not completed as expected.

This is common in online sales, delivery‑based services, click‑and‑collect orders, travel bookings, and digital goods. It can stem from a genuine logistics or scheduling problem. It can also arise from misunderstandings, poor communication, or friendly fraud. American Express may encourage parties to resolve the matter directly first. Yet a chargeback can still proceed if the cardholder says they tried to resolve it, or if AmEx judges that the complaint warrants a chargeback. Merchants then have an opportunity to respond. A timely, well‑documented submission can show that fulfilment occurred or that the claim does not meet C08 rules.

Primary Causes for a Code C08 Chargeback

There are several typical causes behind C08. Orders may miss the promised delivery date. Goods can be shipped to the wrong address, or left without a signature when the buyer expected a signed delivery. Items may arrive incomplete, with one or more lines missing. Services can fail to occur on the agreed date, or a contractor may not attend. In digital transactions, the customer might not receive access credentials, download links, or activation.

Communication gaps amplify these risks. If a shipment is delayed and the customer is not updated, they may assume non‑delivery and go to the issuer. If stock runs out and the buyer is not informed or offered options, the same outcome follows. Click‑and‑collect orders raise their own issues. The goods might be ready, but no pickup notification is received, or identity checks are not completed at collection. Friendly fraud is also a factor. A cardholder may receive the goods and still dispute the charge, or claim a service did not occur when records show otherwise. The common thread across these causes is unclear expectations, limited updates, or missing evidence.

Time Limit for Disputing an American Express Reason Code C08 Chargeback

Time is central to C08 disputes. American Express typically allows the cardholder 120 days to raise a non‑receipt complaint, measured from when they became aware that the goods or services were not delivered. In many cases, evidence that the first chargeback was raised more than 120 days after the cardholder became aware of non‑receipt can support the merchant’s case. Exact filing windows can vary by scenario, so merchants should check their AmEx terms.

For merchants, the time limit to respond to a C08 chargeback is short. You generally have 20 days to submit your evidence to American Express. That window includes the time taken by your acquirer to notify you and review your package before passing it on. In practice, you may have only a few days to gather documents, prepare a narrative, and submit a complete reply.

As a result, dispute readiness matters. Keep proof of delivery, signed work orders, service logs, tracking data, and customer communications organised and accessible. A rapid, complete submission is far more effective than a late or partial one.

What C08 Means for Consumers & Issuers

For consumers, Reason Code C08 is a safety net. If goods do not arrive or a service is not provided, they can contest the charge through American Express. That said, consumers are expected to try to resolve the problem with the merchant first and to provide accurate information. Filing false claims can have consequences, and it contributes to higher costs for everyone.

For issuers, C08 disputes must balance cardholder protection and fair treatment of merchants. Issuers assess the claim, request documents, and follow scheme rules when deciding liability. Poor communication or missing data from either side makes that harder. Issuers also carry operational costs when disputes increase. Clear evidence reduces processing time and leads to better outcomes.

What it means in practice is that both parties benefit from clarity. If delivery took place, proof such as tracking to the cardholder’s address, a signature, geolocation from a delivery device, or service use logs can settle the matter quickly. If it did not, a prompt refund or replacement often avoids escalation.

What C08 Means for Merchants

A C08 dispute signals that something in the order journey did not complete cleanly. Funds are withdrawn while the case is reviewed, and fees may apply. If cases accumulate, your chargeback rate rises, which can trigger programme reviews and higher costs. There is also a risk of double loss: you may replace the goods or re‑deliver the service while the original payment remains in dispute.

Look closely at where the breakdown occurred. Weak points include unrealistic delivery promises, mis‑keyed addresses, and unclear cut‑off times for dispatch. For service work, keep dated job sheets, arrival and completion times, and acceptance signatures. For digital fulfilment, retain access logs, IP data, device or email matches, and records of activity after purchase.

Use each case to refine processes with your carriers, warehouse, stores, and support teams. Tighten address verification, improve order confirmations, and make it easy for customers to contact you before they approach the issuer. Clear records and timely communication reduce disputes and help protect revenue over the long term.

How to Respond to a Code C08 Chargeback

Act fast. You have a 20‑day time limit to submit evidence. Start by confirming the claim falls under C08. If the real issue is an unprocessed refund, it may belong under a different code, so highlight that in your response.

Gather compelling evidence that fulfilment occurred. For goods, provide carrier tracking showing delivery to the address provided by the cardholder, delivery date and time, and a signature or delivery confirmation. For high‑value items, add photos at the doorstep or GPS data from the courier if available. If the buyer or their authorised party collected in-store, include the signed pickup form and show that ID was verified.

For services, submit signed and dated work orders, check‑in logs, time‑stamped photos, and any usage records. For digital goods, add login or access logs, matching IP addresses, device fingerprints, or proof that the email used at purchase is the same one that received or accessed the content. Airlines and transport should include a boarding pass, manifest entry, frequent flyer miles posted, or proof of related purchases such as seat upgrades or baggage fees. Present a clear, concise cover letter tying each document to the disputed point.

Proactive Prevention: The Ultimate Defence

Strong prevention reduces C08 exposure. Set clear delivery or service dates at checkout, and keep buyers informed if delays arise. Use tracked shipping, and capture signatures on high‑value items. Strengthen address checks, use AVS and CVV, and verify emails and phone numbers on higher‑risk orders. Offer easy order tracking and responsive support so customers contact you first. Train teams to process genuine refunds quickly. For added protection, try out chargeback alerts to be notified of disputes early and respond before a chargeback is finalised.