Skip to main content

Amex C08 - Goods/Services Not Received

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, win rates run 55-80%, and the difference is whether you got a signature.

They admit they bought it. They say it never showed up.

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 and Mastercard's 45. Calendar days, not business days. Weekends and holidays count.

ScenarioDispute Window
Physical goods120 days from expected delivery date
Services120 days from expected service date
Digital goods120 days from transaction date
Cancelled order120 days from cancellation date
StageWindow
Inquiry response20 calendar days
Chargeback response20 calendar days
Documentation request10 calendar days

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 TypeStrength
Signed delivery + correct addressStrong
Tracking delivered + correct addressMedium-Strong
Tracking delivered + different addressWeak
Digital access logs + IP matchMedium-Strong
Signed service completionStrong
No tracking or delivery proofVery 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.

Win Rate Expectations​

These aren't promises, just what each kind of evidence tends to be worth.

Evidence TypeExpected Win Rate
Signed delivery + AVS match65-80%
Tracking delivered + correct address55-70%
Digital access logs50-65%
Service completion signed60-75%
No delivery proofUnder 20%

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.

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

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

Next Steps​

Got this chargeback?

  1. Pull tracking → Did it deliver? Get carrier confirmation
  2. Check signature → Have you got signed proof?
  3. Verify address → Does it match the billing address?
  4. Gather evidence → Representment Workflow
  5. Respond within 20 days

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 to catch them early

See Also​

Last updated on