Amex C28 wins the same way as Visa 13.2 — clear cancellation UX, timestamped T&Cs, post-billing usage logs. Merchants with one-click cancellation win 60–80% of C28 cases. Merchants with dark-pattern UX win under 40%. Response deadline is 20 days (tighter than Visa's 30).
What Amex C28 covers
Amex C28 is "Cancelled Recurring Billing." Cardholder claims a recurring subscription charge was made after they cancelled. Amex equivalent of Visa 13.2.
Applies to SaaS, streaming, memberships, gyms, boxes — any recurring billing. Response deadline: 20 days.
The evidence stack
For C28 representment:
- Cancellation policy at signup — timestamped T&Cs page with the cancellation policy.
- Subscription record — signup date, all billing dates, cancellation date if any.
- Cancellation system logs — proof no cancellation was submitted through your normal channels.
- Post-charge usage logs — if customer continued using the service after the disputed charge, decisive.
- Communication history — support tickets about cancellation.
Same stack as Visa 13.2. Same FTC click-to-cancel considerations. Amex reviewers apply similar consumer-protection posture.
Cover narrative: "Cardholder [name], subscription [ID], signed up [date]. Cancellation policy (attached) was clearly displayed at signup with one-click cancellation available from account settings. No cancellation was submitted (system logs attached). Post-charge login/usage records (attached) confirm cardholder continued using the service after the disputed charge."
Win rate: 60–80% with strong UX + evidence. Under 40% with dark patterns.
Frequently asked questions
What is Amex C28?
"Cancelled Recurring Billing." Cardholder claims a subscription charge was made after cancellation. Amex equivalent of Visa 13.2.
What's the deadline?
20 calendar days from the chargeback date.
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