Amex C28 quick reference: Amex equivalent of Visa 13.2 — cardholder claims a recurring charge was made after they cancelled. Merchant has 20 days to respond.
Cardholder's claim
"I cancelled this subscription but I was still charged."
Amex C28 targets subscription and recurring billing. Amex expects clear cancellation-policy documentation and a systemic proof that no cancellation was actually submitted.
Response deadline
20 days to submit representment. From the chargeback date.
Common triggers
- Cardholder cancelled after billing cycle started
- Trial-to-paid conversion
- Cancellation request never actually submitted
Required evidence
Cancellation policy at signup
Clear terms with timestamp.
Subscription timeline
All billing and cancellation dates.
Post-billing usage logs
Login records showing continued use after the disputed charge.
Typical win rates
| Scenario | Win rate | Notes |
|---|---|---|
| Clear T&Cs + no cancellation record | 60–80% | Well-documented cases |
Win rates reflect Aurai's own book across Stripe, PayPal, and Shopify Payments as of July 2026, plus public MRC Global Fraud Survey 2024 baselines. Your results will vary.
Related reason codes
13.2Visa
Cancelled Recurring Transaction
Cardholder claims a recurring subscription charge was made after they cancelled. Common on SaaS, streaming, memberships, and gyms.
4853Mastercard
Cardholder Dispute — Various
Mastercard's catch-all cardholder-dispute code, used for cancelled recurring transactions, misrepresentation, and quality disputes.
Frequently asked questions
What does Amex C28 mean?
Amex C28 is the reason code for "Cancelled Recurring Billing." Amex equivalent of Visa 13.2 — cardholder claims a recurring charge was made after they cancelled.
What's the response deadline for Amex C28?
Merchants have 20 days to submit representment. From the chargeback date.
What evidence is required to fight Amex C28?
Cancellation policy at signup, Subscription timeline, Post-billing usage logs. Full detail in the Required evidence section above.
Can Aurai handle Amex C28 automatically?
Yes — Aurai detects the reason code, assembles the specific evidence stack for it, and submits before the deadline. 25% only on disputes we win.
Reason code details reflect the current Amex rules as of July 2026 and may change. Amex is a trademark of its respective owner. Aurai is independent and not endorsed by Amex. Always check the current official rules before acting on any specific tactic.