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Amex C05: Goods / Services Cancelled

What it means: The cardholder says they cancelled or returned the goods/service and were not credited.

How to respond: Show the cancellation/return was not received or fell outside the disclosed policy, or that a credit was already issued.

Stripe usually labels this dispute as: general (check the reason shown on your dispute — Stripe maps network codes to its own categories).

Evidence checklist

• Cancellation policy and subscription terms, and evidence the customer agreed to them at checkout
• Refund / return policy and evidence it was shown to the customer at checkout
• Evidence that no refund or credit is owed — e.g. return never received, or the request fell outside the stated policy
• If you already refunded: refund ID, date and amount (Stripe shows this on the payment)
• Customer communication (emails, chat, support tickets) — especially anything where the customer acknowledges the order or the product
• Receipt / invoice showing what was purchased, price, date and the customer's details

Tips

• Address the specific reason code — a generic letter that argues the wrong issue is a common reason responses fail.
• Submit before the evidence due date shown in your Stripe/Shopify dashboard; most processors allow one submission.
• Keep it factual and concise; label each exhibit.
• If the customer is right, accepting the dispute or refunding may cost less than fighting it.

DisputeDesk provides general information and document preparation help. It is not legal advice, and we do not guarantee any dispute outcome — the card issuer decides. Reason-code names and rules change; always check the dispute details in your Stripe or Shopify dashboard and the card network's current rules.
DisputeDesk is operated by Avenbridge Technology Limited (Hong Kong). Privacy