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.