American Express Chargeback Reason Code
American Express Reason Code C28: Cancelled Recurring Billing
Category Recurring PaymentsBy Payment Defender Editorial TeamUpdated July 17, 2026Last reviewed July 17, 2026
What American Express Reason Code C28 Means
American Express reason code C28 applies when the Cardmember cancelled a recurring billing arrangement but continued to be charged. The dispute focuses on recurring charges that continued after a valid cancellation request.
Why This Chargeback Happens
This dispute commonly occurs when a subscription or membership cancellation is not processed, when cancellation instructions are unclear, or when billing continues due to system delays. Free-trial conversions that are not clearly disclosed can also contribute.
What the Cardholder or Issuer Is Claiming
The Cardmember is claiming they cancelled the recurring billing but were charged again afterward.
What Merchants Should Review
Review the recurring billing agreement, the cancellation request, and its effective date. Confirm whether the Cardmember cancelled, when billing should have stopped, and whether any charges occurred after cancellation.
Recommended Chargeback Evidence
- Recurring billing terms and consent accepted by the Cardmember
- Records of the cancellation request and its effective date
- Billing history showing charge dates relative to cancellation
- Proof of any credit issued for post-cancellation charges
How to Prevent Similar Disputes
Merchants may reduce these disputes by processing cancellations promptly, confirming them in writing, and stopping billing immediately after a valid cancellation. Clear recurring-billing disclosures and easy cancellation help prevent disputes.
Important Limitations
This page is educational and reflects common industry usage. American Express dispute rules, timelines, and evidence requirements change over time and vary by market and program. Merchants should confirm current requirements with American Express or their processor before responding to any dispute.
Related Reason Codes
Sources and Review Information
- American Express: American Express Merchant Regulations – U.S.
Last reviewed July 17, 2026
Chargeback rules, evidence requirements, and response options may vary by card network, region, processor, and dispute circumstances.