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Amex reason code C28 and how to win cancelled recurring billing disputes

Amex reason code C28 (Cancelled Recurring Billing) means the American Express Card Member says they cancelled, or tried to cancel, a subscription or other recurring charge and were billed anyway. You win it by showing no valid cancellation reached you before the charge, or that the charge covers a period the Card Member used.

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What Amex reason code C28 means

American Express files C28 when a Card Member disputes a recurring charge on the grounds that the agreement was cancelled. Amex often opens an inquiry first, asking you for your cancellation policy and the account history before money moves. If the reply does not answer the claim, the case becomes a chargeback. C28 is one of the most common Amex codes for SaaS, memberships and subscription boxes.

Typical triggers for a C28 chargeback

  • The Card Member cancelled but the billing system did not stop the renewal.
  • The cancellation path was hard to find, so the Card Member emailed or called instead.
  • A free trial converted to paid without a clear reminder.
  • An annual renewal arrived that the Card Member forgot about.
  • The Card Member cancelled with their bank but not with you.

Time limits for Amex C28

The Card Member typically has up to 120 days to dispute. When Amex opens an inquiry, the reply window is typically about 20 days, and a chargeback that follows has its own window of typically about 20 days. Many processors set earlier internal deadlines, so follow the due date on the dispute.

Evidence that wins a C28 dispute

  • Your cancellation policy as shown at signup, with proof the Card Member accepted the terms.
  • Account history showing no cancellation request before the disputed charge.
  • Login, usage or download records after the claimed cancellation date.
  • Renewal reminder emails sent before the charge.
  • Support messages where the Card Member asked for help but did not cancel.

What to avoid when you respond

  • Do not fight a charge that really came after a valid cancellation. Accept it and fix the billing gap.
  • Do not send only your terms. Amex needs account records that match the timeline.
  • Do not keep billing an account after the first C28, because more chargebacks on the same card will follow.

How to prevent Amex C28 chargebacks

  • Offer a self serve cancel button in the account area and confirm every cancellation by email.
  • Send reminders before trial conversions and annual renewals.
  • Use a descriptor with your brand name and a support contact.
  • Watch for early warnings with chargeback alerts and refund when that costs less than a dispute.

How C28 appears in Stripe

Stripe usually shows Amex C28 disputes with the reason subscription_canceled, and the raw code C28 is always in the network reason code field. NoChargeback reads both, pulls the subscription timeline, cancellation events, usage after the claimed date and terms acceptance, and fills the matching Stripe evidence fields. See Stripe chargeback protection.

Rebuttal letter opening for Amex C28

We are responding to the chargeback filed under American Express reason code C28. The Card Member did not cancel the subscription before the disputed charge. They accepted our cancellation policy at signup, received a renewal reminder before billing, and the records below show they logged in and used the service after the date they now give as the cancellation date.

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Can a merchant win an Amex C28 chargeback?

Yes, when no cancellation reached you before the charge or the Card Member kept using the service. Account history, usage logs and accepted terms are the core proof.

Does Amex send an inquiry before a C28 chargeback?

Often yes. Amex commonly starts C28 cases as an inquiry, and a complete reply with the account timeline can stop the chargeback.

Should I refund a C28 dispute?

If the Card Member really cancelled first, refund before a chargeback is filed and fix the billing gap. After the chargeback is filed the funds are already debited, so respond with evidence or accept it.