The tracking says delivered but the customer says it was stolen. Do I lose?

Not necessarily. Delivery confirmation to the verified address is strong evidence in representment, and signature or photo proof strengthens it further. Amex weighs the full file, so include address verification and customer communications.

Can a customer file C08 before the delivery window has even passed?

They can try, but disputes filed before the promised delivery date are premature. Point to the disclosed delivery timeframe in your response, and refund or fulfill within it.

How should I handle a partial non-delivery dispute?

Refund the undelivered portion promptly and contest only the delivered part with tracking evidence. Fighting the full amount when part of the order genuinely failed usually loses the whole case.

American Express · Consumer Disputes

Reason code C08: Goods or Services Not Received

The cardmember claims they never received the goods or services they paid for, or received only part of the order. C08 is Amex's non-delivery code and it is among the most common disputes for ecommerce merchants, particularly around shipping delays, pre-orders, and digital fulfillment failures.

Issuer filing window

typically 120 days from the expected delivery date, rather than the charge date

Merchant response window

typically 20 days to respond

Why C08 chargebacks happen

The package was lost, stolen after drop-off, or delivered to the wrong address.
A pre-order or backorder blew past its promised ship date and the customer lost patience.
Digital goods failed to deliver because of an email typo, spam filtering, or a licensing glitch.
Part of a multi-item order shipped and the customer disputed the entire charge.
The customer received the item but claims otherwise, betting the merchant cannot prove delivery.

How to fight a C08 chargeback

Submit carrier tracking showing delivery to the address the cardmember provided, ideally with signature or geolocation-stamped photo confirmation.
For digital products, provide download logs, license activations, or account access records tied to the customer's identity and IP.
For services, document performance: appointment records, sign-in sheets, deliverables, or usage data.
If delivery was late but completed before the dispute, show the delivery date and any customer communication accepting the delay.
For partial shipment claims, itemize what shipped and refund the undelivered balance rather than fighting the whole amount.

How to prevent C08 chargebacks

Use tracked shipping with signature confirmation above a value threshold that matches your dispute economics.
Set honest delivery estimates and notify customers proactively when a date slips, offering cancellation before they dispute.
Confirm digital delivery through in-account access, not just email, so fulfillment does not depend on an inbox.
Bill on shipment rather than on order for long-lead items, since charging months before delivery invites C08 filings.
Watch undeliverable and address-mismatch reports daily and resolve them before customers notice.

Frequently asked questions

The tracking says delivered but the customer says it was stolen. Do I lose?: Not necessarily. Delivery confirmation to the verified address is strong evidence in representment, and signature or photo proof strengthens it further. Amex weighs the full file, so include address verification and customer communications.
Can a customer file C08 before the delivery window has even passed?: They can try, but disputes filed before the promised delivery date are premature. Point to the disclosed delivery timeframe in your response, and refund or fulfill within it.
How should I handle a partial non-delivery dispute?: Refund the undelivered portion promptly and contest only the delivered part with tracking evidence. Fighting the full amount when part of the order genuinely failed usually loses the whole case.

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