Amex Reason Code C31: Goods/Services Not as Described

What Amex Reason Code C31 Means

Amex reason code C31 is titled Goods/Services Not as Described and falls under Consumer Disputes. It is filed when a cardholder claims the goods or services they received were materially different from what was described in the merchant's listing, advertisement, or sales communication. The cardholder is not claiming non-delivery — they received something — but asserting that what they received did not match what they were sold.

C31 is Amex's primary quality and description dispute code. It covers a wide range of scenarios: the wrong item shipped, a service that failed to perform as advertised, a product with specifications that don't match what was listed, or a service that was substantially inferior to the description provided. The merchant's defense requires demonstrating that the product or service delivered matched the description the cardholder agreed to.

Cross-Network Equivalent Codes

Common Trigger Scenarios

• Wrong item shipped. The cardholder ordered a specific product (a particular model, size, or configuration) and received a different one. The item received may be of equivalent value, but it is not what was ordered and described.
• Product specifications differ from listing. The listing stated a product had specific dimensions, materials, or features, but the item received has different specifications. For example, "genuine leather" that turns out to be synthetic, or "1080p" video that records at a lower resolution.
• Service did not perform as advertised. A software product was advertised to perform a function it cannot actually perform. A consulting service was described as including deliverables that were not provided. The cardholder disputes the entire charge on the basis that the service failed to deliver on its description.
• Condition misrepresented for used goods. A used item was described as "excellent condition" or "like new" but arrived with significant wear, damage, or missing components not disclosed in the listing. Common on marketplace platforms.
• Event or experience different from description. A hotel room booked as "ocean view" had an obstructed view. A venue described as "private dining" was not private. A tour described as "small group" had 50 participants. The experience differed materially from the booking description.

Key Deadlines & Timeframes

Evidence You Will Need

• Product listing or service description as it appeared at the time of purchase — screenshots showing the exact specifications, features, and representations the cardholder agreed to
• Order confirmation showing exactly what was ordered, the specific item or service configuration, and the price agreed to
• Shipping or fulfillment records showing the exact item that was shipped matched the order — inventory system records, packing list, or warehouse pick records
• Product specifications documentation if the dispute involves claimed specification mismatches — manufacturer spec sheets, certification documents, or technical documentation confirming the product meets the listed specifications
• Photos of the item before shipment if available, particularly for used goods, custom items, or condition-sensitive products
• Customer service records showing any interaction about the description dispute and any resolution offered or attempted

How Merchants Lose This Dispute

• Product listing does not match what was shipped. If the listing shows Product A and the warehouse shipped Product B (even if they are similar), the C31 is valid. Inventory management errors that result in wrong-item shipments create valid disputes that are difficult to defend.
• Vague or exaggerated product descriptions. Listing copy that uses superlatives like "best," "premium," or "professional-grade" without specific, verifiable claims creates C31 exposure when customers feel the product doesn't live up to those descriptions. Specific, accurate, verifiable descriptions protect you better than marketing language.
• No evidence the item was inspected before shipment. For condition-sensitive products, especially used or refurbished goods, lacking pre-shipment inspection records leaves you unable to demonstrate the item matched the stated condition at time of delivery.
• Customer service complaint not addressed before chargeback. Cardholders who contact you with a C31 complaint and receive no response or inadequate resolution file chargebacks as a last resort. An immediate, good-faith response to description disputes — including a partial refund or replacement offer — prevents most C31 chargebacks.

Response Framework Overview

1. Present the product description as it existed at sale. Show the exact listing, specifications, and representations the cardholder purchased against.
2. Show the shipped item matches the description. Use order records, packing lists, and if available, item photos to demonstrate what was sent matched what was listed.
3. Address the specific complaint. Identify precisely what the cardholder claims was different and rebut it directly with your documentation.
4. Include manufacturer documentation if applicable. For specification disputes, third-party documentation confirming your product meets the listed specs adds credibility.
5. Reference customer service attempts. Show any prior communication where you offered to resolve the description dispute, demonstrating good faith.

Prevention Tips

• Use specific, verifiable product descriptions. Replace vague superlatives with measurable specifications. "Water-resistant to 30 meters" is defensible; "excellent water resistance" is not. Specific claims you can document protect against C31 disputes.
• Archive product listings at time of sale. Maintain dated screenshots of your product pages as they exist when orders are placed. If you update listings after orders are placed, you need records of what was shown to the customer at purchase time.
• Implement quality control before shipment. For condition-sensitive or high-value items, build a pre-shipment inspection step that generates a dated record confirming the item matched the listed condition. This record is your primary C31 defense document.
• Respond to all description complaints within 24 hours. Most C31 chargebacks follow an ignored or poorly handled complaint. Fast, good-faith responses — even offering a partial refund — resolve disputes before they become chargebacks and protect your ratio.

Frequently Asked Questions

What is the difference between Amex C31 and C32?

Code C31 covers goods or services that were received but differed materially from what was advertised. Code C32 is specifically for goods that arrived damaged or defective — the item matches the description but arrived in unacceptable condition. C31 requires showing your item matched your description; C32 requires addressing damage or defect claims.

What constitutes a 'material' difference under C31?

A material difference is one that would have affected the cardholder's decision to purchase if known in advance. Minor color variances or minor size differences within tolerances generally do not qualify. A completely different product, a service that failed its core function, or a significant measurable specification deviation would typically qualify.

Does the cardholder have to return the item to file a C31?

Amex generally requires cardholders to make a good-faith attempt to return goods and give the merchant an opportunity to remedy before filing. If the cardholder did not attempt a return or contact you, you can use this as a defense element. However, if you have a no-return policy, the cardholder is not required to return before disputing.

How do I defend a C31 if I believe the item matched the description?

Center your defense on matching your product listing to what was shipped. Provide screenshots of your product description, the order record showing the exact item shipped, and any photos or documentation of the item's specifications. If the complaint is subjective preference rather than objective description mismatch, document that distinction clearly.

Related Codes & Resources