Amex C08 chargeback (goods or services not received): what evidence wins
By Zevron · 2 min read · Updated
What a C08 dispute claims
C08 is American Express’s not-received dispute, the counterpart to Visa 13.1 and Mastercard 4855. It also covers goods that arrived only in part.
For a subscription box that matters: a customer who got three of four items may file the whole charge as not received. Your response has to show what was in the box, not just that a box was delivered.
You get one submission on Shopify Payments and Stripe. Gather everything first and submit before the due date shown in the dispute.
The evidence that wins
| Evidence | Why it matters | Required |
|---|---|---|
| Fulfillment record | Lists each item that shipped, when, and to which address. | Yes |
| Carrier tracking and delivery scan | Delivery at the order’s address, with timestamp and location. | Yes |
| Order record | The address the cardholder entered and the items bought. | No, strongly helps |
| Support conversation | The customer never reported a missing or partial delivery. | No, helps |
The order to argue it in
- The order shipped to the address the cardholder provided.
- The carrier recorded delivery at that address, with timestamp and scan location.
- The cardholder did not contact support about a missing package, or support resolved it.
Mistakes that lose winnable C08 cases
- Proving the box was delivered without showing what was in it.
- A tracking number with no delivery scan.
- Delivery to an address other than the one on the order.
- Contesting a genuinely short shipment. Refund the missing item and fix the packing process.
The same dispute on other card networks
| Network | Code | Name |
|---|---|---|
| Visa | 13.1 | Merchandise/services not received |
| Mastercard | 4855 | Goods or services not provided |
| Amex | C08 | Goods/services not received |
Questions
What is Amex reason code C08?
Goods or services not received. The cardholder says they didn’t get the goods or services, or only part of them.
How do I win a C08 dispute on a partial delivery?
Show the fulfillment record listing every item and the carrier’s delivery scan for that shipment.
Is the evidence different from Visa 13.1?
No. The same fulfillment and delivery records answer it.