C08 – Goods/Services Not Received or Only Partially Received

By September 27, 2019American Express, Reason Code

Chargeback Reason Code

C08

Why did I get a chargeback with American Express reason code C08?

The cardholder claims not to have received the goods or services. Or, the cardholder only partially received what was promised.

What do I need to fight a chargeback with American Express reason code C08?

If the disputed purchase was an airline transaction, your chargeback response must include at least one of the following:

  • Proof that the cardholder or designated passenger participated in the flight (scanned boarding pass, flight manifest, etc.)
  • Proof that frequent flyer miles were earned during the flight
  • Proof that the flight was still available during bankruptcy proceedings
  • Proof of additional purchases related to the original transaction (seat upgrades, baggage payments, in-flight purchases, etc.)

If the disputed purchase was for digital goods, your chargeback response must include at least one of the following:

  • Proof the cardholder’s IP address at the time of purchase matches the IP address where the digital goods were downloaded
  • Proof the cardholder’s email address provided at the time of purchase matches the email address used to deliver the digital goods
  • Proof that the cardholder accessed services from your website after the initial transaction date

All other chargeback responses must include at least one of the following:

  • If the merchandise was paid for online but picked up at the store, provide a signed pickup form and proof that the cardholder’s identity was verified.
  • If the cardholder shopped for someone else, provide evidence to prove a link between the person who received the goods or services and the cardholder (photographs, emails, etc.)
  • If good were delivered successfully, provide proof that they were delivered to the address provided by the cardholder and goods were received in their entirety.
  • If services were offered, provide a completion of work order that was approved, dated, and signed by the cardholder.
  • If the cardholder claims to have returned merchandise or cancelled services, provide proof that refutes the claim.
  • If you have already processed a refund for the transaction in question, provide documentation that proves you have credited the cardholder’s account.

How can I avoid a chargeback with American Express reason code C08 in the future?

  • Abide by the delivery date you promised.
  • Have merchandise ready for pickup at the time you specified it would be available.
  • Make sure you accurately describe the services that will be provided.
  • Don’t charge the card until the merchandise has been shipped.
  • Notify the customer as soon as possible if merchandise is out of stock or the delivery will be delayed.

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