Reference pagesReason codes
Cardmember dispute
American Express C08: Goods/Services not received or only partially received
An American Express dispute reason code, what it asks you to prove, and what Do The Proof puts in the response.
What this code means
Not (fully) delivered
What the network says wins it
Compelling Evidence
- Proof of delivery, or proof the service was used
How the app handles it
Arrives in the app as: Product not received
Proof this usually needs
- Tracking number
- Delivery confirmation
- Fulfillment date
- Shipping address
- Customer email
- Customer name
- Checkout IP
- Access activity
What the app cannot collect for you
Access activity. If you have login, download or usage records for this customer, add them to your dispute response. Records like these live on your own systems rather than in Shopify, so they have to come from you.
How long you have to respond
- Merchant response
- 20 days from the inquiry or chargeback notice
Where this comes from
- American Express, Merchant Regulations International, 17 April 2026
- Stripe, reason code categories Accessed 8 September 2026.
Other American Express cardmember dispute codes
Do The Proof drafts dispute responses for Shopify stores.
You pay when a dispute is won. Not before.