What the cardholder is claiming
“I cancelled this order, but I was still charged.”
The cancellation policy accepted at purchase, and when (or whether) a cancellation arrived, decide a C05 case.
Evidence that wins a Amex C05 chargeback
Start with the required items — they answer the claim directly. Recommended items make a borderline case stronger.
Cancellation policy accepted Required
The cancellation terms the cardholder agreed to at purchase.
No valid cancellation Required
Shows the cardholder didn't cancel, or cancelled outside the agreed terms.
Goods delivered Recommended
The goods were delivered before any cancellation.
Services used Recommended
The service was used after the date they say they cancelled.
Correspondence about cancelling Recommended
What the cardholder asked and when.
How to respond to a Amex C05 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: cancellation policy accepted, no valid cancellation.
- 3
Add what strengthens the case: goods delivered, services used, correspondence about cancelling.
- 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 C05 chargebacks happen
- The customer cancelled before delivery or before the service date.
- The cancellation was received but the charge or refund wasn’t updated.
- The customer didn’t know the cancellation policy.
How to prevent them
- Show the cancellation policy at checkout, and record that it was accepted.
- Confirm every cancellation in writing, with any refund amount.
- Stop shipping or billing as soon as a cancellation comes in.
Amex C05 chargeback FAQ
- What does Amex reason code C05 mean?
- Goods / Services Cancelled. The Card Member says they cancelled the goods or services and were still charged.
- What evidence do I need to win a Amex C05 chargeback?
- Required: cancellation policy accepted, no valid cancellation. Also strengthens your case: goods delivered, services used, correspondence about cancelling.
- How do I respond to a Amex C05 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 C05 checklist and drafts the cited response for you to approve.