American Express · Chargeback reason codes
American Express C31 chargeback: Goods/Services Not as Described explained
Checked
American Express reason code C31, Merchandise Not as Described, means the Cardmember says the goods or services did not match the description, including quality disputes. The issuer waits 15 days after the attempted return. Win by refuting the return or contact attempt, or by proving the goods matched the description with emails, photos or a certificate of authenticity, and by rebutting the claim in your own words.
- Category
- Cardmember dispute
- Time limit for the bank to file
- 120 days from presentment or receipt; after a 15-day wait following the attempted return
- Time limit to respond
- 20 days from the Amex chargeback or inquiry in the US (your processor's deadline may be earlier); no reply means a "No Reply" chargeback
- Typical evidence
- Listing, photos, certificates, proof the Cardmember accepted the goods
- Can it be prevented?
- Largely: accurate listings and quick complaint handling
- Who usually wins
- The merchant who proves the goods matched and rebuts the claim
What PlatformDTC does
For a "not as described" dispute, PlatformDTC's response includes the product description, delivery proof and the refund or return policy the customer saw at checkout, and states that the customer did not contact the store about a problem before disputing. With "Answer a chargeback automatically" switched on, it sends the response to the bank for you before the deadline.
What it means
The Cardmember received the goods or services but says they differ from what was described or promised.
Why customers file it
Optimistic product photos, unclear sizing, or quality below what the listing suggested.
Evidence that wins
For every Amex code, a credit that directly offsets the disputed charge is also an accepted response.
- Proof refuting the return, cancellation or contact attempt
- Proof the goods matched the description: listing, emails, photos, certificate of authenticity
- For quality claims: proof the quality matched the description, or the Cardmember accepted the goods
- A written rebuttal of the claim
How to prevent it
- Describe goods accurately
- Respond to complaints with a return, repair or refund before a dispute
For developers
On Stripe the dispute object arrives with reason "product_unacceptable" and the card network's own code in payment_method_details.card.network_reason_code; listen for charge.dispute.created and read evidence_details.due_by for the deadline.
American Express uses one letter plus two digits for US and Canada merchants; elsewhere it uses four-digit ISO codes, and each letter code sits under one.
Frequently asked questions
- Must I rebut the claim?
- Yes. For C31 the Merchant Rules require the merchant to refute the Cardmember's claim, not just send documents.
- How is C31 different from C32?
- C31 is not as described; C32 is damaged or defective.
Sources
Related
- C32 — The Cardmember says the goods arrived damaged or defective.
- C08 — The Cardmember says the order never arrived or only part of it did.
- M10 — The Cardmember disputes a car rental charge for damage, theft or loss of use.
- F29 — The Cardmember says they did not make an online, phone or mail order purchase.
- F10 — The Cardmember denies an in-person charge and there is no card imprint or swipe record.
- F14 — The Cardmember admits one real purchase but disputes other charges from the same merchant.
- F24 — A fraud claim on a charge with no valid authorization, or on an invalid or expired card.