# Amex C08 - Goods/Services Not Received
Source: https://paymentsandrisk.com/docs/reference/reason-codes/amex/c08-not-received

Last updated 24 October 2026.

TL;DR

C08 fires when an Amex cardholder says they paid and never got what they ordered. Your whole defense is **delivery proof**: tracking numbers, signed confirmations, delivery to the right address. Without those you'll lose. You get **20 calendar days** to respond. With solid delivery evidence, the difference is whether you got a signature.

## Got this code?

**Your deadline:** Amex gives you **20 calendar days**, and the date on your notice wins.

**The claim:** They admit they bought it. They say it never showed up.

**Records that answer it:**

1.  Carrier tracking: did it deliver? Get the carrier's confirmation
2.  Signed proof of delivery
3.  The delivery address, checked against the billing address

**Next:** [Decide whether it's worth fighting](https://paymentsandrisk.com/docs/chargebacks/your-first-chargeback/#should-you-fight-it), then fill in [the response outline](https://paymentsandrisk.com/docs/chargebacks/representment/response-outlines/#never-arrived) for this claim and follow the [Representment Workflow](https://paymentsandrisk.com/docs/operations/representment-workflow/).

## Records by what you sell

The same claim needs different records depending on what you sold. Find your column.

| What you sell | Shipped goods | Digital or online | In person or a service |
| --- | --- | --- | --- |
| Records that answer it | -   Carrier tracking showing delivery to the address on the order<br>-   Signed proof of delivery, or the signed pickup form for a collected order<br>-   The shipping label or receipt with the full address | -   Access or download logs after the payment, with IP addresses and timestamps<br>-   The customer's IP address, name and email at purchase | -   The signed contract, work order or completion record, with the service date<br>-   Customer messages from before the dispute |
| Where to find them | -   Shopify: Orders, open the order, then **Add evidence** on the chargeback banner. Shopify attaches a PDF of the order's fulfillment events itself<br>-   Stripe: **Counter dispute** on the dispute details page: `shipping_carrier`, `shipping_tracking_number`, `shipping_date`, `shipping_documentation`. Stripe expands the tracking number into the carrier's delivery detail<br>-   Square: Orders & payments > Disputes, in the dispute's information request form | -   Your own server or app logs: you supply this record<br>-   Stripe: **Counter dispute** on the dispute details page: `access_activity_log`, `customer_purchase_ip`<br>-   Shopify: Orders, open the order, then **Add evidence** on the chargeback banner, as the activity log Shopify asks for | -   Your booking or job records<br>-   Stripe: **Counter dispute** on the dispute details page: `service_date`, `service_documentation`, `customer_communication`<br>-   Square: the payment's receipt in Orders & payments > Transactions; attach the records in the dispute form |

Sources: [Stripe's evidence by product type](https://docs.stripe.com/disputes/categories#dispute-category-types) VENDOR; [Shopify's evidence by reason](https://help.shopify.com/en/manual/payments/chargebacks/chargeback-reasons) VENDOR; [Shopify's chargeback response page](https://help.shopify.com/en/manual/payments/chargebacks/chargebacks-in-admin) VENDOR; [Square's dispute walkthrough](https://squareup.com/help/us/en/article/3882-payment-disputes-walkthrough) VENDOR; [Square's transaction search](https://squareup.com/help/us/en/article/5145-transaction-search) VENDOR. Checked 24 October 2026. Menus move, so follow what your own dashboard shows.

## Overview

Amex files C08 when a cardholder says the goods never arrived or the service never happened. It's one of the most common consumer dispute codes. It covers physical goods, digital products and services alike. The cardholder isn't disputing the authorization, so the argument is never about whether they bought it. It's about whether it arrived.

## When This Code Applies

-   Physical goods never arrived
-   Digital goods or downloads not accessible
-   Services not performed or not completed
-   Order cancelled by merchant but not refunded
-   Merchant went out of business before fulfillment
-   Partial delivery (key items missing from order)

## Cardholder Requirements

Before Amex files a C08, the cardholder should:

1.  **Wait for the delivery date** - They can't dispute before the goods are due
2.  **Try you first** - A good faith effort to sort it out
3.  **Allow reasonable time** - For a delayed delivery or a rescheduled service
4.  **Actually not have it** - The goods, the service, or a big chunk of either

## Time Frames

20-Day Response Window

Amex gives you **20 calendar days**, which is shorter than Visa's 30 days (see your notice) and Mastercard's 45. Calendar days, not business days. Weekends and holidays count.

| Scenario | Dispute Window |
| --- | --- |
| Physical goods | Exceptions apply; confirm the applicable filing window |
| Services | Exceptions apply; confirm the applicable filing window |
| Digital goods | Exceptions apply; confirm the applicable filing window |
| Cancelled order | Exceptions apply; confirm the applicable filing window |

| Stage | Window |
| --- | --- |
| Inquiry response | **20 calendar days** |
| Chargeback response | **20 calendar days** |
| Documentation request | Use the reply-by date; get it from your acquirer in writing if unclear |

## Representment Options

### 1\. Goods Were Delivered

**Use when:** you've got proof it arrived.

**Evidence required:**

-   Tracking number with carrier delivery confirmation
-   Signature confirmation (strongly recommended for orders over $100)
-   Delivery address matching the order/billing address
-   Photo proof of delivery (if carrier provides)

### 2\. Services Were Rendered

**Use when:** you can show the work got done.

**Evidence required:**

-   Service completion documentation
-   Work orders signed by the customer
-   Before/after photos or documentation
-   Appointment records with outcomes
-   Follow-up communication confirming satisfaction

### 3\. Digital Goods Were Accessed

**Use when:** they downloaded it or opened it.

**Evidence required:**

-   Download confirmation logs
-   Access timestamps showing usage after purchase
-   Account login activity
-   Email delivery confirmation with download links
-   IP address at time of access

### 4\. Cardholder Picked Up Goods

**Use when:** they collected it in store or at the curb.

**Evidence required:**

-   Signed pickup receipt
-   ID verification records
-   Store security footage or records
-   Pickup confirmation email or text

### 5\. Refund Already Issued

**Use when:** you've already credited the card.

**Evidence required:**

-   Refund transaction details (date, amount, reference number)
-   Refund confirmation sent to cardholder
-   Proof refund was processed to the same card

### 6\. Partial Delivery with Proof

**Use when:** part of the order shipped and they're disputing all of it.

**Evidence required:**

-   Tracking for delivered items
-   Documentation of what was shipped vs. what was ordered
-   Communication about backordered items
-   Offer of partial refund for undelivered items

## Required Documentation

Not all delivery proof weighs the same.

| Evidence Type | Strength |
| --- | --- |
| Signed delivery + correct address | Strong |
| Tracking delivered + correct address | Medium-Strong |
| Tracking delivered + different address | Weak |
| Digital access logs + IP match | Medium-Strong |
| Signed service completion | Strong |
| No tracking or delivery proof | Very Weak |

Ship to an address that isn't on the order and the best tracking in the world still lands you on the Weak row. Tracking proves something arrived somewhere. It doesn't prove your customer got it.

## Which defenses hold up

Here's what each kind of evidence shows.

| Evidence Type | What it shows |
| --- | --- |
| Signed delivery + AVS match | A signature tied to an address match |
| Tracking delivered + correct address | Delivery to the right address |
| Digital access logs | The product was accessed |
| Service completion signed | The customer signed off on the work |
| No delivery proof | No proof they received it |

Track your own [win rate by reason code](https://paymentsandrisk.com/docs/chargebacks/metrics/).

The gap between the top two rows is a signature. Over $100, get one. With no delivery proof at all, skip the response and go fix your shipping instead.

## Common Mistakes

1.  **No tracking on shipments** - Fatal to your defense
2.  **Shipping to an unverified address** - Weakens everything else you have
3.  **No signature on high-value orders** - Tracking alone often isn't enough
4.  **Ignoring Amex inquiries** - It auto-escalates to a chargeback
5.  **Missing the 20-day deadline** - Automatic loss
6.  **Thin digital delivery logs** - You can't prove access

## Related Codes

-   C02 - Credit Not Processed
-   C04 - Goods/Services Returned
-   C31 - Goods/Services Not as Described
-   C32 - Goods/Services Damaged/Defective

## Prevention Strategies

### Shipping Best Practices

1.  **Always use tracking** - On every single shipment, no exceptions
2.  **Require signature** - For orders over $100 or high-risk categories
3.  **Ship to AVS-verified address** - Match billing and shipping when possible
4.  **Send shipping notifications** - Proactive emails with tracking links
5.  **Insure high-value shipments** - Carrier insurance for expensive items

### Delivery Confirmation

1.  **Photo proof** - Use carriers that provide delivery photos
2.  **GPS confirmation** - Delivery location verification
3.  **Recipient name** - Document who signed
4.  **Date/time stamps** - When delivery occurred

### For Digital Goods

1.  **Instant delivery** - Minimize wait time between purchase and access
2.  **Download logging** - Record IP, timestamp, device for every access
3.  **Multiple delivery methods** - Email plus in-account access
4.  **Access confirmation emails** - Automated delivery receipt

### For Services

1.  **Sign-off at completion** - Get the customer's signature on the spot
2.  **Before/after evidence** - Photos, screenshots, records
3.  **Written confirmation** - An email saying the work got done
4.  **Follow up** - "Everything come out OK?" builds a paper trail

### Customer Communication

1.  **Ship updates unprompted** - Kills the "where's my order?" email
2.  **Clear delivery estimates** - Set them at checkout, not after
3.  **Easy contact options** - Let people reach you before they reach Amex
4.  **Flag delays** - Same day you know about them

## Next Steps

**Prevent future C08 chargebacks:**

1.  Ship with tracking and delivery confirmation, every time
2.  Require a signature over $100
3.  Send shipping updates with tracking links
4.  [Set up dispute alerts](https://paymentsandrisk.com/docs/playbooks/setup-dispute-alerts/) to catch them early

* * *

## See Also

-   [What proof each network accepts](https://paymentsandrisk.com/docs/chargebacks/representment/compelling-evidence/) - Evidence requirements
-   [Friendly Fraud](https://paymentsandrisk.com/docs/fraud/types/friendly-fraud/) - First-party disputes claiming non-receipt
-   [Refund Fraud](https://paymentsandrisk.com/docs/fraud/types/refund-fraud/) - Return and non-receipt abuse patterns
-   [Chargeback Prevention](https://paymentsandrisk.com/docs/chargebacks/prevention/) - Stop disputes before they happen
-   [Chargeback Alerts](https://paymentsandrisk.com/docs/chargebacks/prevention/alerts/) - Deflect before filing
-   [Representment](https://paymentsandrisk.com/docs/chargebacks/representment/) - Fighting chargebacks
-   [AVS & CVV](https://paymentsandrisk.com/docs/fraud/prevention/avs-cvv/) - Address verification for shipping
-   [Time Frames](https://paymentsandrisk.com/docs/reference/time-frames/) - Response deadlines
-   [Amex Reason Codes](https://paymentsandrisk.com/docs/reference/reason-codes/amex/) - All Amex codes
-   [Visa 13.1 - Not Received](https://paymentsandrisk.com/docs/reference/reason-codes/visa/13-1-not-received/) - Visa equivalent
-   [Mastercard 4853 - Cardholder Dispute](https://paymentsandrisk.com/docs/reference/reason-codes/mastercard/cardholder-dispute/) - Mastercard equivalent (older notices may show the retired [4855](https://paymentsandrisk.com/docs/reference/reason-codes/mastercard/cardholder-dispute/#legacy-4855))
-   [Descriptors and Communication](https://paymentsandrisk.com/docs/chargebacks/prevention/descriptors-and-comms/) - Customer clarity