C28 – Cancelled Recurring Billing

By September 27, 2019American Express, Reason Code

Chargeback Reason Code


Why did I get a chargeback with American Express reason code C28?

The cardholder claims to have cancelled a recurring billing transaction but was still charged. Or, the cardholder tried to cancel the transaction but was unable to.

What do I need to fight a chargeback with American Express reason code C28?

Your chargeback response must include at least one of the following items:

  • If the cancellation request didn’t comply with your policies, provide a copy of your cancellation policy, outline how you made the cardholder aware of the policy before the purchase, and explain how the rules weren’t followed.
  • If the cardholder didn’t cancel the recurring transaction and continues to use the goods or services, provide documentation that refutes the cardholder’s 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 C28 in the future?

  • Make sure qualified cancellation and non-renewal requests are fulfilled promptly.
  • Send a notification after you’ve cancelled the recurring payment.
  • If new fees are incurred after the cancellation, communicate with the cardholder about how those charges should be handled.
  • Clearly and concisely communicate your cancellation policy and make it easy for customers to find the information.
  • Remind customers of upcoming charges, especially if a significant amount of time passes between each recurring billing cycle.

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