Network
American ExpressCode
C08Response window
20 calendar daysWin difficulty
MediumDispute type
Consumer DisputeAmex C08 — Goods/Services Not Received or Partially Received: What It Is and How to Respond
20-day deadline. American Express gives merchants only 20 calendar days to respond to C08 disputes — less time than Visa (30 days) or Mastercard (45 days). Locate your evidence immediately.
What this chargeback means
Amex C08 is filed when a cardmember claims they paid for goods or services that were never delivered — or were only partially delivered. The "partially received" aspect is what makes C08 broader than the equivalent Visa 13.1 and Mastercard 4853 codes: a customer who received 3 out of 5 items, or received a service for only half the agreed period, can file C08 for the undelivered portion. This partial delivery scenario requires a different response strategy than full non-delivery.
Like all consumer dispute codes (as opposed to fraud codes), C08 assumes the cardmember made the purchase — they're disputing fulfilment, not authorisation. Your defence is about proving what was delivered, when, and in what quantity. The 20-day deadline makes this particularly time-sensitive: you need to locate your dispatch records, carrier tracking, and any partial fulfilment documentation quickly.
Partial delivery — the C08 distinction
The "partially received" element of C08 deserves special attention. If a cardmember claims partial non-delivery, you can contest only the portion you can prove was delivered. If an order contained 5 items and you can prove 3 were delivered, fight the dispute for the 3 delivered items but consider accepting for the 2 that weren't. Issuing a partial credit for the undelivered items before the dispute escalates is often the fastest resolution. If you're contesting a partial delivery claim, your evidence package must clearly document what was shipped in each fulfilment, with separate carrier tracking for each shipment if split fulfilments were made.
Common reasons you received this dispute
- 1A full shipment was lost in transit and the cardmember was never informed or compensated
- 2A multi-item order was split into separate fulfilments and one shipment was lost or delayed
- 3You charged for a service that was only partially delivered or terminated early
- 4A digital product was not fully accessible — e.g., a course with broken modules or a software licence that only partially activated
- 5You charged before shipping and the order was never dispatched
- 6Delivery was made to an incorrect address or a failed delivery was not reattempted
Can you win this dispute?
Fight this dispute if...
- ✓You have carrier tracking showing full delivery to the correct address with timestamp
- ✓For partial deliveries: you can document exactly what was shipped in each fulfilment and which items were delivered
- ✓For services: you have access logs, usage records, or documentation showing the service was provided for the full period
- ✓The projected delivery date hasn't yet passed and goods are in transit
- ✓The cardmember cancelled after goods were already in transit
Accept this chargeback if...
- ✗The order was lost in transit and you haven't issued a replacement or refund
- ✗You have no tracking or proof of dispatch
- ✗A partial delivery claim is valid — you dispatched only part of the order and the rest was never sent
- ✗A service was only partially delivered and you charged for the full amount
Evidence checklist
- ✅ Required
Carrier tracking with delivery confirmation: Full carrier record showing "Delivered" with date, time, and destination address. For split shipments, one tracking record per fulfilment.
- ✅ Required
Proof of dispatch with date: Shipping label or carrier receipt showing when each parcel was handed to the carrier.
- ✅ Required
Original order and invoice: Including the items ordered, quantities, and any stated delivery timeframe.
- ⭐ Strongly recommended
Signature confirmation from carrier: For high-value orders, signed delivery proof is particularly strong evidence with Amex.
- ⭐ Strongly recommended
Fulfilment records for split shipments: If the order was fulfilled in multiple shipments, a clear breakdown showing which items were in each shipment and the corresponding tracking numbers.
- ⭐ Strongly recommended
Customer communication: Any email or support correspondence about the order or delivery.
- ○ If available
Photo proof of delivery: Increasingly available from carriers. Attach if you can get it.
- ○ If available
Service access or usage logs: For digital goods or services — server logs or access records showing delivery.
How to submit your Amex response
Amex C08 disputes come through American Express Merchant Services. Depending on your payment processor, you may respond through your processor's dispute interface (Stripe, Adyen) or directly through the Amex Merchant Center. Confirm with your processor where to submit.
For partial delivery disputes: be explicit about which items were delivered and which weren't. Submit separate carrier records for each fulfilment. If you're contesting only part of the dispute amount, state clearly what you're contesting and what you're accepting.
"We are writing to dispute chargeback [reference] under American Express dispute code C08. The order was dispatched on [date] via [carrier] with tracking number [XX]. Carrier tracking confirms full delivery on [date] at [time] to [address]. Exhibit A contains the full carrier tracking record. Exhibit B contains the original order confirmation and invoice. Exhibit C contains the customer's dispatch notification email. We respectfully request reversal of this chargeback on the basis that the goods were delivered as ordered."
Partial delivery variant
"We are writing to partially contest chargeback [reference] under American Express dispute code C08. Items [A, B, C] were dispatched on [date] and confirmed delivered on [date] (Exhibit A). Items [D, E] were dispatched in a separate fulfilment on [date] (Exhibit B) — we acknowledge this shipment was not delivered and have issued a partial credit of [amount] for these items. We request reversal for the delivered items only, totalling [amount]."
Key deadlines
Response window: 20 calendar days from notification — American Express's standard window for all dispute codes.
No exceptions or extensions — submit your response the day you receive the notification if possible.
Amex processes disputes faster than Visa and Mastercard — you may receive the outcome within 5–10 business days of submission.
Keep all order and delivery records for at least 18 months to cover the dispute window.
How to prevent this chargeback
- 1
Don't charge before you ship: Capture payment at dispatch, not at order placement. Cardmembers who pay upfront for goods that don't arrive are more likely to dispute — and under C08, a charge made before shipping is difficult to defend.
- 2
Send proactive shipping notifications with tracking: A carrier tracking email immediately after dispatch gives cardmembers visibility and reduces the "where is my order?" disputes that escalate to C08.
- 3
For split fulfilments: communicate clearly about each shipment: If an order ships in multiple packages, send a separate tracking notification for each. Cardmembers who receive one of three shipments and see "order complete" on your confirmation page will dispute the missing items.
- 4
For services: send delivery confirmation and maintain access logs: A "your service is now active" email with timestamps, and server-side access logs, are your evidence for a C08 dispute on digital or subscription products.
- 5
Contact cardmembers proactively when carrier exceptions occur: If tracking shows a delivery exception (failed delivery, delay, routing error), reach out before the cardmember files a dispute. Most C08 disputes from legitimate delivery failures start with a customer who couldn't get a response to their query.
Frequently asked questions
What is an Amex C08 chargeback?
Amex C08 is filed when a cardmember claims goods or services they paid for were not received, or were only partially received. Unlike fraud disputes, the cardmember admits authorising the purchase — the dispute is about whether you fulfilled the order. C08 covers physical goods, digital products, services, and partial deliveries.
How does Amex C08 differ from Visa 13.1?
The main differences are: Amex gives only 20 days to respond (vs Visa's 30), Amex is both issuer and network so the investigation is handled entirely by Amex, and C08 explicitly covers partial delivery scenarios where only some items were received. The evidence requirements are essentially the same — carrier delivery confirmation is the primary document.
Can I fight an Amex C08 if the customer claims partial non-delivery?
Yes. For partial delivery claims, you should contest the portion you can prove was delivered and accept the portion that wasn't. Submit separate carrier records for each fulfilment showing which items were delivered. If you haven't already issued a partial credit for the undelivered items, consider doing so before submitting your response — it demonstrates good faith and reduces the disputed amount.
How long do I have to respond to an Amex C08 chargeback?
20 calendar days from the notification date. This is American Express's standard response window — shorter than Visa (30 days) or Mastercard (45 days). Treat every C08 as a day-1 priority and locate your delivery documentation immediately.
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