The customer never actually shipped the return. Can I win?

Yes, this is one of the more winnable Amex disputes. Provide evidence that no return was received, such as inbound logs and the absence of any tracking movement, and ask the cardmember to prove the return delivery.

What if the return arrived damaged or used?

Document the condition with timestamped photos on receipt, tie it to your disclosed policy on return condition, and show the customer was informed. Condition disputes are winnable with contemporaneous evidence.

American Express · Consumer Disputes

Reason code C04: Goods or Services Returned or Refused

Under C04, the cardmember states they returned the merchandise or refused delivery, yet the charge still stands. It differs from C02 in emphasis: the customer is asserting the goods went back to you, so in their view no basis for the charge remains.

Issuer filing window

typically 120 days from the charge or return date

Merchant response window

typically 20 days to respond

Why C04 chargebacks happen

A returned package arrived at your warehouse but was never matched to the order for refunding.
The customer refused the delivery and the carrier returned it, without any signal reaching your billing system.
The return tracking shows delivery to you, but your team rejected the return for policy reasons without informing the customer.
The customer shipped the return to a wrong or outdated address and assumed the refund would follow anyway.

How to fight a C04 chargeback

Prove you never received the return: provide the customer's tracking status, your inbound receiving logs, and correspondence requesting the missing package.
If the return violated your disclosed policy (outside the window, used, missing RMA), submit the policy as presented at checkout plus the rejection notice sent to the customer.
Show the refund was already issued if the return was processed, making the dispute redundant.
For refused deliveries, provide carrier records showing the package was actually delivered and signed for, not refused.

How to prevent C04 chargebacks

Require RMA numbers and provide prepaid, tracked return labels so every return is traceable to an order.
Refund promptly on scanned carrier acceptance or warehouse receipt rather than waiting for full inspection on low-value items.
Notify customers immediately and specifically when a return is rejected, with photos where condition is the issue.
Feed refused-delivery events from your carrier into your OMS so they trigger a refund workflow automatically.

Frequently asked questions

The customer never actually shipped the return. Can I win?: Yes, this is one of the more winnable Amex disputes. Provide evidence that no return was received, such as inbound logs and the absence of any tracking movement, and ask the cardmember to prove the return delivery.
What if the return arrived damaged or used?: Document the condition with timestamped photos on receipt, tie it to your disclosed policy on return condition, and show the customer was informed. Condition disputes are winnable with contemporaneous evidence.

Related American Express codes