Reason code

American Express reason code C28 applies when a cardholder claims they were charged after canceling a recurring billing agreement. This typically involves subscription services, memberships, or ongoing billing plans that the customer believes should have been terminated.

These disputes often arise when cancellation requests aren’t processed properly, or the customer misunderstands the terms. If the merchant can prove that the recurring billing was active with the cardholder’s consent—or that the cancellation occurred after the charge—they may be able to reverse the dispute.

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If the charge occurred before the cancellation or with the cardholder’s consent, submit documentation showing the agreement was still valid:

• Provide a copy of the recurring billing agreement and cancellation policy
  
  
• Include communication logs or system records showing the date of cancellation vs. charge date

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Stay ahead of recurring billing issues with clear policies and quick action on cancellations:

• Make it easy for customers to cancel and always confirm it in writing
  
  
• Stop billing immediately upon cancellation and provide confirmation to avoid confusion
  
  

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