Reason Code C28Canceled Recurring Billing

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Card Issuer

American Express

Reason Code



Cardmember Dispute


The cardholder claims they were still charged even though they canceled their subscription or revoked their permission to the recurrent billing arrangement.


  • The merchant fails to cancel a recurring transaction as requested.
  • The merchant proceeds to process a transaction after getting a notification the cardholder’s account is closed.
  • The cardholder withdraws consent to charge their account or canceled the subscription payment.


Cardholders and issuers have no limit to the number of days they have to 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

  • Send the cardholder a notification after you cancel the recurring payment.
  • If there are new fees after the cancelation, inform the cardholder about it and how to handle them.
  • Clearly communicate the cancelation policy and have it easy to find.
  • Remind the customer of the upcoming charge, especially if there’s a significant amount of time between billing cycles. 
American Express Merchant Official Documentation
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