What American Express C08 means
The Card Member claims goods were not sent, did not arrive by the agreed date, went to the wrong address, arrived incomplete enough to make the order unusable, or a promised refund for undelivered goods never arrived.
Common causes
- Carrier marked delivered but the parcel was stolen or misdelivered
- Shipping delay past the promised delivery date
- Partial shipment with backordered items still outstanding
- Friendly fraud: the customer received the order and claims otherwise
Evidence that answers it
- Carrier proof of delivery with delivery date and the full shipping address (signature for high-value orders)
- Proof the shipping address matches the one the Card Member entered
- Compelling evidence linking the recipient to the Card Member: emails, photos, or a shipping address used on an earlier undisputed order
- For digital goods: matching purchase and download IP, delivery to the purchase email, or account access after the transaction
- For in-store pickup of online orders: signed pickup form plus ID verification
How to prevent it
- Give realistic delivery dates and notify customers of delays or stockouts
- Charge only when goods ship and do not charge for backordered items
- Ship to the address the Card Member specified and keep proof of delivery on every order
- Refund quickly when an order truly did not arrive
Time limits and caveats
C08 is one of the codes where Amex's Compelling Evidence policy applies. The Card Member filing window for not-received disputes can differ from the usual 120 days.
How Verdikx helps with C08
Verdikx's not-received playbook builds the packet around delivery proof: Shopify fulfillment tracking plus AfterShip checkpoints (beta), the checkout address match and any customer messages from connected helpdesks (beta). For digital goods it asks for access logs. The AI draft leads with the delivery scan, and you review it before submitting.
Frequently asked questions
What does American Express reason code C08 mean?
Amex C08 means the Card Member says they never received, or only partly received, the goods or services. It is the main Amex non-receipt code for online stores. Win with proof of delivery showing the delivery date and full shipping address, proof services were provided, or compelling evidence linking the recipient to the Card Member.
Is American Express C08 worth fighting?
Our reference rates C08 (Goods/Services Not Received or Only Partially Received) often winnable with the right evidence. The evidence that answers it starts with proof the shipping address matches the one the Card Member entered. The cardholder's bank decides the outcome.
How long does a cardholder have to file a American Express C08 chargeback?
Usually 120 days from the transaction date, under the network's issuer time limits for most codes. Your processor gives you far less time to respond, so work from the due date on the case.
Answer your next C08 with the right evidence.
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Sources
- American Express: How to Manage and Help Prevent Disputes (US reference guide, version 2024PROP) (checked October 5, 2026)
- American Express: Compelling Evidence policy overview (checked October 5, 2026)
Last reviewed by Verdikx Research.