What American Express C28 means
A recurring charge posted after a claimed cancellation. Amex's 2024 guide prints the title as Canceled Recurring Billing/Goods Not as Described/Defective/Damaged, but the description is about canceled recurring charges, including those after an introductory or free-trial offer.
Common causes
- Cancellation request not processed before the next billing date
- Customer did not understand auto-renewal terms or the renewal date
- Billing after a free trial or introductory offer without a reminder
- Hard-to-find cancellation flow, so the customer cancels through the bank instead
Evidence that answers it
- Subscription terms and checkout acceptance showing frequency, amount and how to cancel
- Cancellation history: no request before the billing date, or a request after it
- Usage or delivery after the billing date showing the subscription was still active
- For introductory offers: proof of clear disclosure, express consent, the enrollment confirmation and a reminder sent before the first recurring charge
How to prevent it
- Cancel all pending and future billings as soon as a request arrives, and send a confirmation number
- Send pre-renewal reminders, especially before the first charge after a trial
- Make cancellation simple and visible in the customer account
How Verdikx helps with C28
Verdikx's subscription playbook pulls subscription start dates, charges and cancellation timing from Recharge, Skio, Bold, Recurly or Chargebee (beta), plus reminder and support emails from connected helpdesks (beta). The AI draft quotes the renewal terms, and you review it before submitting.
Frequently asked questions
What does American Express reason code C28 mean?
Amex C28 means the Card Member says they canceled, or tried to cancel, a recurring subscription and was still billed. Win by showing your cancellation policy and how the Card Member did not follow it, or proof they have not canceled and keep using the service. Introductory offers carry extra disclosure and reminder requirements.
Is American Express C28 worth fighting?
Our reference rates C28 (Canceled Recurring Billing) sometimes winnable, depending on the evidence you have. The evidence that answers it starts with subscription terms and checkout acceptance showing frequency, amount and how to cancel. The cardholder's bank decides the outcome.
How long does a cardholder have to file a American Express C28 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 C28 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)
Last reviewed by Verdikx Research.