Reason Code C08Goods/Services Not Received or Only Partially Received

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Card Issuer

American Express

Reason Code



Cardmember Dispute


The cardholder claims they didn’t receive the service or product purchased. Or they partially received what was promised.


The merchant:

  • Didn’t honor the delivery dates promised.
  • Didn’t communicate any delays in shipping or delivery dates. 
  • Billed the cardholder before they delivered the merchandise.
  • Didn’t avail the merchandise for pickup on agreed dates.


Cardholders and issuers have 120 days to file a dispute related to the claim against the merchant.

Merchants have 20 days to respond to the claim in dispute.

Steps to Prevention

  • Always notify the merchant if there’s a delay or if the merchandise is out of stock.
  • Give the cardholder the option to cancel or continue with the order.
  • Clearly display expected shipping or delivery dates on the order or invoice receipt.   
  • Avoid charging the cardholder until shipping is done.
  • Describe the services you’ll provide.
  • Ensure the merchandise is ready for pickup on the date promised.
  • Stick to the promised delivery dates.
American Express Merchant Official Documentation
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