Reason code · American Express

Amex C08: goods or services not received or only partially received

C08 means the Card Member says they never received what they paid for, or only part of it. The filing window can run up to 540 days after the sale for services expected later. Dated proof of delivery or service is what answers it.

By the Dispute Daddy team, built on 10 years of fighting chargebacks · Updated

What C08 means

C08 is Amex’s not-received code. The Card Member says the goods never arrived, the service never happened, or only part of the order came through. Amex’s guide lists causes such as:

  • Goods weren’t sent, or weren’t delivered by the agreed date.
  • Goods went to an address other than the one the customer gave.
  • Part of the order is missing and that makes the whole order unusable.
  • You canceled the order and the customer didn’t get the refund they expected.

What the customer told Amex

“It never came.” “They never did the work.” “I only got half of it.” Know which version you’re answering. A partial claim is a real category under C08, and it needs a different answer than a total one.

Time limit

This is one of Amex’s long-tail codes. Processor guides list 120 days from the date the goods or services were expected, or from when the customer learned they wouldn’t come, whichever is first, never more than 540 days after the transaction. Prepaid services and events booked far ahead can be disputed long after you were paid.

Your side of the clock is short. Amex’s own guide tells merchants to respond within 20 days. If you accept Amex through a processor such as Stripe or Square, the processor sets its own date, often a shorter one. The due date on your notice is the one that counts.

What proof matters

Dated proof the goods arrived at the customer’s full address, or that the service happened and when. Amex also lists a signed completion of a work order, and for goods or services generally, evidence such as photos or emails that links the person who received them to the Card Member. Airline tickets, in-store pickups and digital downloads each have their own short list in Amex’s guide.

“Available” is not “provided”

Service businesses lose C08 cases by proving the wrong thing. A booked appointment slot or an open account shows the service was available. Amex asks for proof the services were provided and the dates they were provided. Attendance records and signed sign-offs beat calendars.

The common mistake

Sending tracking that shows delivery to a different address than the one the customer gave. Amex lists “not sent to the address specified by the Card Member” as a cause in its own right, so that tracking number can prove their point instead of yours.

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Upload the notice and your records. Dispute Daddy builds a response around the reason Amex actually gave, and you approve it before you submit. See how the method works.

Questions

What is Amex reason code C08?

C08 is Goods/Services Not Received or Only Partially Received. The Card Member says they did not receive, or only partly received, the goods or services they paid for.

How long does a customer have to file an Amex C08?

Processor guides list 120 days from the expected date of receipt, or from when the Card Member learned the goods or services would not come, whichever is first, and never more than 540 days after the transaction.

What proof does Amex accept for C08?

Proof of delivery with the date and full address, proof the services were provided and on what dates, a signed completion of work order, evidence linking the person who received the goods or services to the Card Member, or proof of a refund.

Can a partial delivery lead to a C08?

Yes. Amex lists partial non-receipt as a cause, including when the missing part makes the whole order unusable.

Sources

  1. American Express: How to Manage and Help Prevent Disputes (US disputes reference guide), version 2024PROP; Chargeback Code C08, causes and accepted responses including airline, pickup and digital goods items; the 120-day note on the disputes process map; read October 25, 2026.
  2. Chase Merchant Services: Chargeback Timeframes and Reason Codes (REF-CHG-001), processor guide, content dated 2018 with revisions to 2021; American Express time frames, C08 120 days from expected receipt or awareness, not to exceed 540 days; read October 25, 2026.
  3. Stripe: Dispute reason code categories, Stripe groups Amex C08 under Product not received; read October 25, 2026.

General information, not legal advice. Network and processor rules change; the due date on your own dispute notice always governs.

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