What Amex reason code C08 means
C08 is a consumer dispute, so the Card Member accepts they made the purchase but claims the goods or services did not arrive in full. Amex often opens these cases as an inquiry first, asking you for information before any funds move. A clear answer at the inquiry stage frequently closes the case without a chargeback. If you do not answer, or the answer is weak, Amex can convert it into a chargeback.
Typical triggers for a C08 dispute
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A parcel marked delivered that the Card Member says never arrived.
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Shipping delays past the delivery date shown at checkout.
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A split shipment where only part of the order has arrived.
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A digital product or account access the customer could not find or open.
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A service or event that was rescheduled, with no clear notice to the Card Member.
Time limits for Amex C08
The Card Member typically has up to 120 days to dispute, often counted from the expected delivery date rather than the charge date. Your response window for an inquiry or chargeback is typically about 20 days, and your processor may set an earlier internal deadline. In Stripe the evidence due date on the dispute is the one to follow.
Evidence that wins a C08 dispute
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Carrier tracking showing delivery to the address on the order, with date, time and delivery location.
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Signature confirmation or a delivery photo for higher value orders.
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Proof the shipping address matches the Card Member's billing address or an address used on earlier undisputed orders.
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For digital goods and services, download logs, login records and usage history after the purchase date.
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For split shipments, tracking for every package and a clear item list per package.
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Emails or chats in which the customer confirms receipt or asks about using the product.
What to avoid when you respond
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Do not answer an inquiry late. Missing the inquiry deadline often leads straight to a chargeback.
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Do not send tracking that only shows the label was created. It must show delivery.
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Do not refund after the chargeback is filed, because the funds are already debited.
How to prevent Amex C08 chargebacks
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Show realistic delivery dates at checkout and send tracking emails at every stage.
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Require a signature on high value orders.
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Send access details for digital products by email and inside the customer account.
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Use chargeback alerts to catch Amex inquiries as soon as they open.
How C08 appears in Stripe
Stripe shows Amex C08 disputes with the reason product_not_received, and the network reason code field on the dispute carries C08. Amex inquiries appear in Stripe as inquiries before they become chargebacks. NoChargeback alerts you at the inquiry stage, pulls tracking, address match and usage logs into the evidence pack, and fills the matching Stripe fields. See Stripe chargeback protection.
Rebuttal letter opening for Amex C08
We are responding to the dispute filed under American Express reason code C08. The full order was delivered to the shipping address provided at checkout, which matches the Card Member's billing address. Carrier tracking confirms delivery on the date shown below, and the Card Member's account was used after delivery. Tracking, address match and account records are attached.
Can a merchant win an Amex C08 dispute?
Yes. You win C08 with delivery tracking to the Card Member's address, signature or photo proof for high value orders, or usage logs for digital goods and services.
Does Amex send an inquiry before a C08 chargeback?
Often yes. Amex commonly opens C08 as an inquiry first. A complete answer at that stage can close the case before any funds are debited.
How long do I have to respond to Amex C08?
Typically about 20 days from the inquiry or chargeback notice, but your processor may set a shorter deadline. Follow the due date shown on the dispute.