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Amex reason code C31 and how to win goods or services not as described disputes

Amex reason code C31 (Goods or Services Not as Described) means the American Express Card Member says what they received differs from what you described at the time of sale, and in many cases that they returned it or tried to. You win it by showing the item or service matched your description and your return terms were followed.

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What Amex reason code C31 means

American Express files C31 when a Card Member claims the goods or services do not match the description, for example a different color, size, quality or feature set. Amex usually expects the Card Member to have tried to resolve it with you first, often by returning the goods. Many C31 cases start as an inquiry, where Amex asks for the listing, the order and your return policy before any money moves.

Typical triggers for a C31 chargeback

  • Product photos or copy that oversell size, material or features.
  • A service plan that lacks a feature the Card Member expected from the sales page.
  • A wrong variant shipped from the warehouse.
  • A return that was refused, delayed or never processed.
  • Buyer remorse presented as a description problem.

Time limits for Amex C31

The Card Member typically has up to 120 days to dispute, counted from the transaction or delivery date depending on the case. When Amex opens an inquiry, the reply window is typically about 20 days, and a chargeback that follows has its own window of typically about 20 days. Follow the due date shown on the dispute.

Evidence that wins a C31 dispute

  • The product page or plan description as the Card Member saw it at purchase, with a date.
  • The order details showing the exact item, variant or plan purchased.
  • Photos or records proving what was shipped or delivered.
  • Your return policy and proof the Card Member accepted it at checkout.
  • Proof no return was received, or proof a refund or replacement was already offered.
  • Support messages about the order.

What to avoid when you respond

  • Do not argue taste or opinion. Show the listing and the delivered item side by side.
  • Do not ignore a return that reached you. If it arrived, refund it and say so.
  • Do not refund after the chargeback is filed, since the funds are already debited.

How to prevent Amex C31 chargebacks

  • Keep listings precise, with dimensions, materials and plan limits stated plainly.
  • Archive each version of product and pricing pages.
  • Make returns easy and answer support requests fast.
  • Track C31 cases by product with reason code analytics in chargeback management software.

How C31 appears in Stripe

Stripe usually shows Amex C31 disputes with the reason product_unacceptable, and the raw code C31 is always in the network reason code field. NoChargeback reads both, pulls the order, product description, delivery records, refund policy and customer messages, and fills the matching Stripe evidence fields. See Stripe chargeback protection.

Rebuttal letter opening for Amex C31

We are responding to the chargeback filed under American Express reason code C31. The goods delivered match the description the Card Member saw at the time of purchase. The records below show the product page, the exact item ordered and shipped, our return policy accepted at checkout, and that no return was received from the Card Member.

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Can a merchant win an Amex C31 chargeback?

Yes. You win C31 by showing the item or service matched the description at purchase and that your return terms were followed, with dated listings, order records and delivery proof.

Does the Card Member have to return the goods?

In many C31 cases Amex expects the Card Member to have returned the goods or tried to. Proof that no return arrived, or that a return was offered and refused, strengthens your reply.

Does Amex send an inquiry before a C31 chargeback?

Often yes. Many C31 cases begin as an inquiry, and a full reply with the listing and order records can stop the chargeback.