What the cardholder is claiming
“I sent it back (or refused it), but I wasn’t refunded.”
Show whether the goods actually came back, and the return policy the Card Member agreed to.
Evidence that wins a Amex C04 chargeback
Start with the required items — they answer the claim directly. Recommended items make a borderline case stronger.
Return not received or refused Required
Shows the goods were never returned, or delivery was not refused.
Return policy accepted Required
The return terms the Card Member agreed to.
Goods delivered Recommended
The goods were delivered and kept.
Correspondence Recommended
What was agreed about the return.
How to respond to a Amex C04 dispute
- 1
Check the due date in your processor’s dispute dashboard. Responses that arrive late lose, however strong they are.
- 2
Collect the required evidence: return not received or refused, return policy accepted.
- 3
Add what strengthens the case: goods delivered, correspondence.
- 4
Write a short response that answers the cardholder’s claim point by point, and cite the exact document and page behind each point.
- 5
Combine it into one clean package and submit it through your processor’s dispute portal.
Why Amex C04 chargebacks happen
- The customer returned the goods and is waiting for a credit.
- Delivery was refused and the parcel went back to you.
- The return arrived but wasn’t matched to the order.
How to prevent them
- Track every return, and credit it as soon as it arrives.
- Tell customers when a refused delivery comes back, and refund it promptly.
- Keep return authorisations with the order record.
Amex C04 chargeback FAQ
- What does Amex reason code C04 mean?
- Goods / Services Returned or Refused. The Card Member says they returned the goods or refused delivery, and haven’t been credited.
- What evidence do I need to win a Amex C04 chargeback?
- Required: return not received or refused, return policy accepted. Also strengthens your case: goods delivered, correspondence.
- How do I respond to a Amex C04 chargeback?
- Gather the evidence above, write a response that answers the cardholder’s claim point by point and ties each point to a document, and submit it through your processor’s dispute portal before the due date shown there. Chargeback Warden checks your evidence against the Amex C04 checklist and drafts the cited response for you to approve.