AMEX C04 - Goods / Services Returned or Refused

Network: Amex · Code: C04 · Category: Consumer dispute · Evidence window: 120 days

What this code means

Cardholder returned the merchandise or refused the service.

This is a consumer-dispute code: the cardholder acknowledges the purchase but disputes delivery, quality, credit, or billing terms. The dispute is decided on fulfilment and customer-service evidence.

How to respond

Answer the specific claim directly: delivery confirmation and tracking for non-receipt, your published refund/cancellation policy plus the cardholder's acceptance for credit and recurring disputes, and support correspondence showing any resolution offered. Rebuttal letters that mirror the cardholder's claim point-by-point win more often.

You typically have 120 days from the dispute date to submit your evidence package through your payment processor. Missing the window forfeits the dispute regardless of merit, so assemble the checklist below as soon as the dispute arrives.

Evidence checklist

• Order record: invoice or receipt with line items, amount, currency, and timestamp
• Refund and cancellation policy: the published terms plus proof the cardholder accepted them
• Customer communication: support tickets, emails, or chat logs with the cardholder
• Shipping proof: carrier tracking, delivery confirmation, and the delivery address

Network rule reference

This code maps to Amex MOG C04. Confirm the current wording, timing, and document requirements with your processor before submitting - networks revise their guides and your processor may impose shorter internal deadlines.