What Does The American Express Chargeback Reason Code C08 – Goods / Services Not Received Mean?
American Express chargeback reason code C08 applies when the cardholder never receives—or receives only part of—the promised goods or services. Merchants should gather delivery or service‑completion proof and submit it to Amex; disputes are typically resolved within 40–60 days. Clear order tracking and proactive customer communication can often prevent C08 claims before they start.
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What Are Common Causes Of American Express' Chargeback C08?
Non-Delivery: The cardholder ordered goods, but they never arrived.
Partial Delivery: The cardholder received only a portion of the goods or services they paid for.
Service Not Rendered: The cardholder paid for a service that was never provided or was only partially completed.
Example Scenario of C08 – Goods / Services Not Received or Only Partially Received
Imagine you run an online furniture store, and a customer orders a dining set but only receives the chairs. The table never arrives, and the customer contacts American Express to dispute the charge under reason code C08 – Goods / Services Not Received or Only Partially Received.
To handle this, you would review your shipping records, find the tracking information for the missing table, and submit this evidence to American Express. If the table was indeed not shipped, you would reship it to the customer and provide proof of this action.
Resolution Time Frame for American Express Chargeback Reason Code C08
When an Amex C08 “goods not received” dispute is opened, the merchant gets 20 days to submit tracking or service proof. American Express then spends roughly 20–30 days reviewing that evidence, so the full cycle runs about 40–60 days. Provide clear documentation to have the chargeback reversed; without it, the cardholder keeps the funds.
The resolution time frame for Chargeback Code C08 typically follows a structured process. Here’s an outline of the typical timeline:
Chargeback Filing: When a cardholder disputes a transaction because they did not receive the goods or services, or only received part of what they paid for, American Express initiates the chargeback process. This usually happens shortly after the cardholder reports the issue.
Merchant Response Time: Once the chargeback is issued, the merchant is notified and given an opportunity to respond. American Express generally allows merchants up to 20 days to gather and submit evidence to support their case. This evidence might include tracking numbers, delivery receipts, service logs, and any communication with the cardholder.
Review and Decision: After the merchant submits their evidence, American Express reviews the information provided. This review period typically takes around 20-30 days. During this time, American Express assesses the validity of the merchant’s evidence and determines whether the chargeback should be reversed or upheld.
Final Resolution: The entire process, from the initial dispute to the final decision, can take anywhere from 40 to 60 days. If the merchant’s evidence shows that the goods or services were delivered as promised, the chargeback may be reversed. If the evidence supports the cardholder’s claim that the goods or services were not received or only partially received, the chargeback stands, and the cardholder keeps the funds.
How to Avoid Chargeback Code C08 – Goods / Services Not Received
To minimize these disputes, consider these proactive measures:
Reliable Shipping: Use reliable shipping services and always provide tracking information to customers.
Clear Communication: Keep customers informed about their order status and any potential delays. Confirm service appointments and completion.
Accurate Records: Maintain thorough records of all transactions, shipments, and services provided to quickly verify and resolve any disputes.
How to Fix C08 – Goods / Services Not Received
If you receive a chargeback under code C08, here’s what you should do:
Review the Transaction: Verify your records to confirm whether the goods or services were delivered as promised. Check shipping logs, delivery confirmations, service logs, and any communication with the cardholder.
Gather Documentation: Collect all relevant documents that prove the delivery or completion of the goods or services. This might include tracking numbers, delivery receipts, signed service agreements, and communication with the customer.
Submit Evidence: Provide this evidence to American Express promptly. Clearly explain the situation and provide documentation showing that the goods or services were delivered or completed as agreed.
Resolve the Issue: If you find that the goods or services were not delivered or only partially delivered, communicate with the cardholder to resolve the issue, such as reshipping the missing items or completing the service. Provide proof of resolution to American Express.
