What the cardholder is claiming
“I cancelled my subscription, but the charges continued.”
Show the recurring terms they agreed to and that no cancellation reached you before the disputed charge.
Evidence that wins a Amex C28 chargeback
Start with the required items — they answer the claim directly. Recommended items make a borderline case stronger.
Recurring billing terms accepted Required
The cardholder agreed to recurring charges and how to cancel them.
Not cancelled before the charge Required
Account history shows no cancellation before this billing date.
Service used after the charge Recommended
Use of the subscription after the disputed charge shows it was still wanted.
Renewal notices and correspondence Recommended
Reminders sent before renewal, and anything the cardholder wrote.
How to respond to a Amex C28 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: recurring billing terms accepted, not cancelled before the charge.
- 3
Add what strengthens the case: service used after the charge, renewal notices and 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 C28 chargebacks happen
- The customer cancelled but the cancellation wasn’t processed.
- Cancelling was hard to find, so the customer went to their bank instead.
- A free trial converted to a paid plan the customer didn’t expect.
How to prevent them
- Make cancelling easy, and confirm every cancellation by email.
- Send a reminder before each renewal and before a trial ends.
- Show the renewal terms clearly at checkout and record that they were accepted.
Amex C28 chargeback FAQ
- What does Amex reason code C28 mean?
- Cancelled Recurring Billing. The Card Member says they cancelled recurring billing but were still charged.
- What evidence do I need to win a Amex C28 chargeback?
- Required: recurring billing terms accepted, not cancelled before the charge. Also strengthens your case: service used after the charge, renewal notices and correspondence.
- How do I respond to a Amex C28 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 C28 checklist and drafts the cited response for you to approve.