Network
AmexCode
C05Response window
20 calendar daysWin difficulty
MediumDispute type
Consumer DisputeAmex C05 — Goods/Services Cancelled: What It Is and How to Respond
⚠️ 20-Day Deadline: American Express gives you only 20 calendar days to respond — shorter than Visa (30 days) or Mastercard (45 days). Act within 48 hours of receiving notification.
C05 is Amex's equivalent of Visa 13.7. The cardholder cancelled an order or service and was still charged. The key distinction from C28 is scope: C05 applies to one-time transactions — a single order, delivery, or service appointment — not recurring billing arrangements or subscriptions (those fall under C28).
Whether you can fight C05 depends almost entirely on timing: when was the cancellation received relative to when the charge was processed or when goods shipped? Your cancellation policy and the timeline are everything.
Common reasons you received this dispute
- 1Customer cancelled before dispatch but the charge was not reversed in time
- 2Customer refused delivery expecting the charge to be automatically voided
- 3Customer cancelled a service appointment but was charged a no-show or late cancellation fee
- 4Cancellation request was not processed due to a system error or oversight
Can you win this dispute?
Fight this dispute if...
- ✓Cancellation was received after your stated policy deadline
- ✓Merchandise was already in transit when the cancellation request arrived
- ✓Cancellation fees were disclosed and agreed to at booking
Accept this chargeback if...
- ✗Cancellation was received before dispatch and you charged anyway — refund immediately
Evidence checklist
- ✅ Required
Cancellation policy at purchase: Your cancellation terms as displayed or provided to the customer before or at the time of purchase — website screenshot, booking confirmation, or receipt showing the policy was visible.
- ✅ Required (if shipped before cancellation)
Tracking showing in-transit before cancellation: Carrier tracking confirmation showing the shipment was initiated before the cancellation request timestamp — critical for late-cancellation disputes.
- ⭐ Strongly recommended
Customer communication: Any emails, support tickets, or messages from the customer about the cancellation and your response — including timestamps showing the sequence of events.
- ⭐ Strongly recommended
Signed booking agreement for cancellation fee situations: If you charged a cancellation or no-show fee, the signed booking form or checkout confirmation explicitly referencing the fee conditions.
- ○ If available
Timeline document showing cancellation vs dispatch timing: A clear timeline noting the order date, dispatch date, and cancellation request date — particularly useful when the timing is close and the sequence matters.
Key deadlines
Response window: 20 calendar days from the notification date.
C05 vs C28: if the disputed charge is part of a recurring billing arrangement rather than a one-time purchase, the relevant code is C28 — your response strategy differs.
Frequently asked questions
What is Amex C05?
Amex C05 is filed when a cardholder cancelled an order or service but was still charged. It covers one-time transactions where the cancellation was the basis for expecting no charge or a refund. It is the Amex equivalent of Visa 13.7, and distinct from C28 which covers recurring/subscription cancellations.
How is C05 different from C28?
C05 applies to one-time transactions — a single order, service appointment, or non-recurring purchase that the customer cancelled. C28 applies to recurring billing arrangements (subscriptions, memberships) that were cancelled. If your dispute involves a subscription or recurring charge, look at C28. If it is a one-time transaction, C05 applies.
Can I charge a cancellation fee and still win a C05 dispute?
Yes, provided the cancellation fee was clearly disclosed and agreed to at the time of booking. A signed booking agreement, a checkout page that showed the fee before the customer confirmed, or a booking confirmation email referencing the fee are all valid evidence. Fees buried in T&Cs without prominence are harder to defend.
What if the item was already shipped when I received the cancellation?
If the item was already in transit when the cancellation was received, you have strong grounds to contest C05. Provide tracking information showing the shipment was initiated before the cancellation request, along with your cancellation policy covering this scenario. Offer to accept a return once the item arrives as a goodwill gesture — this can sometimes prevent escalation.
Related reason codes
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