What the issuer is asking
Delivery or performance, evidenced externally. Your own system's status field is not evidence.
Where the order shipped in parts, show each shipment separately and match it to the line items.
If part of the order is genuinely outstanding, say so and refund that part. A partial refund is a stronger answer than a denial.
filing window
Amex normally accepts a cardholder claim within 120 days of the transaction or the expected delivery date.
Your processor states its own deadline on the notice, usually shorter than the 20 days above. That printed date is the one that binds you. Work to it.
The exhibits Amex C08 turns on
6 exhibits · 3 decisive
Decisive exhibits can answer this code on their own. Supporting exhibits are worth attaching and never worth relying on.
- 01decisive
Carrier proof of delivery
Tracking marked delivered, with the address and date, from the carrier's own record.
- 02decisive
Per-shipment breakdown
For a partial claim: which line items went in which parcel, with a tracking number each.
- 03decisive
Service performance record
Dates attended, files delivered, access granted, work accepted.
- 04strong
Disclosed delivery window
The lead time shown at checkout, where the order is dispatched but not yet due.
- 05strong
Refund of the undelivered portion
Date, amount and reference. Refund what is genuinely missing and defend the rest.
- 06supporting
Cardholder correspondence
Messages where the cardholder acknowledges receiving part of the order.
Arguments that carry weight
- yesCarrier delivery confirmation matched to the cardholder's address.
- yesA parcel-by-parcel breakdown that accounts for every line item.
- yesAccess or attendance records for a service.
- yesA refund of the missing portion, already processed.
Arguments that lose this code
- noAn internal order status of fulfilled with no carrier record.
- noOne tracking number offered against a multi-parcel order.
- noDenying a partial claim in full when part of it is true.
- noTracking that stops at in transit.
the common misreading
A partial claim needs a partial answer
Defending the whole order against a claim about one item reads as evasive. Account for each line separately, and concede the line you cannot evidence.
You know what to prove. The file is the part that takes a week.
Upload the notice and everything you already hold. You get a dated timeline, a rebuttal argued against Amex C08 and numbered exhibits, as one PDF.
Single case — €39 · Five-pack — €79
Free until you see your own file.
No account, no password, ever.
related codes
- Visa 13.1merchandise or services not received
- Mastercard 4853cardholder dispute
- Amex F29card not present
where you file it
stripe·shopify·paypal·mollie·klarna·adyen
We build the file, the issuer decides.