What American Express C31 means
The dispute turns on the gap between your written description and what was delivered. For goods received damaged or defective, Amex also accepts proof you tried to repair or replace, or that a return did not follow your documented policy.
Common causes
- Product photos or sizing that do not match the item shipped
- Wrong variant or color sent
- Customer regret framed as a quality complaint
- Marketing claims the product cannot meet
Evidence that answers it
- The product page, photos and specifications the customer saw at purchase
- Photos or packing records of the item actually shipped
- Messages where you offered a return, repair or replacement
- Return records showing the customer did not return the item, plus the return policy
How to prevent it
- Use accurate photos, measurements and materials in listings
- Double-check picks and variants before shipping
- Offer an easy return or exchange path and respond fast to quality complaints
How Verdikx helps with C31
Verdikx's not-as-described playbook asks for the product description the customer saw, your return policy and any return activity from Loop (beta), plus the customer conversation from connected helpdesks (beta). The AI draft compares listing to shipment, and you review it before submitting.
Frequently asked questions
What does American Express reason code C31 mean?
Amex C31 means the Card Member says the goods or services differ from the written description given at purchase, or are of inferior quality. Win by showing what you sold matched the description (photos, listing, emails), that the Card Member accepted it as provided, or that you already credited them.
Is American Express C31 worth fighting?
Our reference rates C31 (Goods/Services Not as Described) sometimes winnable, depending on the evidence you have. The evidence that answers it starts with the product page, photos and specifications the customer saw at purchase. The cardholder's bank decides the outcome.
How long does a cardholder have to file a American Express C31 chargeback?
Usually 120 days from the transaction date, under the network's issuer time limits for most codes. Your processor gives you far less time to respond, so work from the due date on the case.
Answer your next C31 with the right evidence.
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Sources
- American Express: How to Manage and Help Prevent Disputes (US reference guide, version 2024PROP) (checked October 5, 2026)
Last reviewed by Verdikx Research.