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Amex C08 - Goods/Services Not Received

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TL;DR

C08 fires when an Amex cardholder says they paid but never got what they ordered. Your defense hinges entirely on delivery proof: tracking numbers, signed confirmations, and delivery to the correct address. Without it, you will lose. Response window is 20 calendar days. Win rates with solid delivery evidence run 60-75%.

Overview​

Amex files C08 when a cardholder claims that merchandise was never delivered or services were never performed. This is one of the most common consumer dispute codes and applies to physical goods, digital products, and services alike. Unlike fraud codes, the cardholder is not disputing authorization. They acknowledge making the purchase but say they never received the benefit.

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 expected delivery date - Cannot dispute before goods are due
  2. Attempt to contact the merchant - Good faith effort to resolve
  3. Allow reasonable time - For delayed delivery or rescheduled service
  4. Not have received the goods/services - Or a substantial portion

Time Frames​

20-Day Response Window

Amex gives you 20 calendar days to respond. Shorter than Visa (30 days) or Mastercard (45 days). 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​

When to use: You have proof the merchandise was delivered.

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​

When to use: You can prove the service was performed.

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​

When to use: Digital products or content were delivered and accessed.

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​

When to use: In-store or curbside pickup was completed.

Evidence required:

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

5. Refund Already Issued​

When to use: You already processed a credit for the transaction.

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​

When to use: Some items were delivered, cardholder disputes entire order.

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​

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

Win Rate Expectations​

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%

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. Completion documentation - Get customer signature at completion
  2. Before/after evidence - Photos, screenshots, records
  3. Written confirmations - Email confirming service was performed
  4. Follow-up - "Was everything satisfactory?" creates a paper trail

Customer Communication​

  1. Proactive shipping updates - Reduce "where is my order?" frustration
  2. Clear delivery estimates - Set realistic expectations at checkout
  3. Easy contact options - Let customers reach you before they reach Amex
  4. Delay notifications - If shipping is delayed, tell the customer immediately

Common Mistakes​

  1. No tracking on shipments - Fatal to your defense
  2. Shipping to unverified address - Weakens your evidence
  3. No signature on high-value orders - Tracking alone may not be enough
  4. Ignoring Amex inquiries - Auto-escalates to chargeback
  5. Missing the 20-day deadline - Automatic loss
  6. Insufficient digital delivery logs - Cannot 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 info --> Was it delivered? Get carrier confirmation
  2. Check signature --> Do you have signed proof of delivery?
  3. Verify address --> Does delivery address match billing/order address?
  4. Gather evidence --> Representment Workflow
  5. Respond within 20 days

Prevent future C08 chargebacks:

  1. Always ship with tracking and delivery confirmation
  2. Require signature for orders over $100
  3. Send proactive shipping updates with tracking links
  4. Set up dispute alerts to catch early

See Also​

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