American Express Chargeback Reason Code
American Express Reason Code C31: Goods/Services Not as Described
Category Merchandise or ServicesBy Payment Defender Editorial TeamUpdated July 17, 2026Last reviewed July 17, 2026
What American Express Reason Code C31 Means
American Express reason code C31 applies when the Cardmember received goods or services that differ from what was described at the time of purchase. The dispute focuses on a mismatch between the description and what was delivered.
Why This Chargeback Happens
This dispute commonly occurs when product listings, marketing, or service promises do not match what the Cardmember received, when specifications differ, or when the wrong item is sent. Inaccurate descriptions and unmet expectations drive this dispute.
What the Cardholder or Issuer Is Claiming
The Cardmember is claiming the goods or services received were not as described at the time of purchase.
What Merchants Should Review
Review the product or service description, order details, and any communication about specifications. Confirm what was promised versus delivered and whether the Cardmember contacted you to resolve the issue.
Recommended Chargeback Evidence
- The product or service description shown at purchase
- Order records and specifications provided to the customer
- Proof the delivered item matched the description
- Communication attempting to resolve the discrepancy
How to Prevent Similar Disputes
Merchants may reduce these disputes by describing goods and services accurately, using clear images and specifications, and resolving complaints promptly. Accurate listings and responsive support help prevent not-as-described disputes.
Important Limitations
This page is educational and reflects common industry usage. American Express dispute rules, timelines, and evidence requirements change over time and vary by market and program. Merchants should confirm current requirements with American Express or their processor before responding to any dispute.
Related Reason Codes
Sources and Review Information
- American Express: American Express Merchant Regulations – U.S.
Last reviewed July 17, 2026
Chargeback rules, evidence requirements, and response options may vary by card network, region, processor, and dispute circumstances.