Understanding American Express Chargeback Reason Code C31: Goods/Services Not as Described

Reason Code C31 arises when a cardholder claims the goods or services supplied differ from the description at purchase. What it means is a perceived mismatch between promise and delivery across online, in‑store, or phone sales. Strong records, quick replies, and practical remedies guide merchants in responding, fighting, and protecting their revenue.

Key Takeaways

• What it means: The item or service received is materially different from the description.
• Causes: The wrong item, model or version was shipped, or a service wasn't delivered as promised.
• How to respond: Provide product descriptions, photos, or agreements. Supply evidence of repairs or a refund.
• How to prevent: Use accurate descriptions, confirm variations, fix issues fast, and track agreements.

What is an American Express Reason Code C31 Chargeback?

Reason Code C31 is raised when a cardholder claims the goods or services they received are not as described. In plain terms, the buyer believes there is a meaningful gap between your written or verbal description and the item or service delivered. This can involve specifications, features, conditions, colour, quality, or agreed modifications. It can apply to a physical product, a digital item, or a service outcome.

The code appears across all sales channels. Telephone sales carry added risk if you cannot verify the verbal description later. While the claim can be subjective, accurate documentation helps. If the facts show the delivery matched the agreed description, you have a path to challenge the chargeback.

Primary Causes for a Code C31 Chargeback

Most C31 cases start with a genuine complaint about a difference the cardholder considers material. The wrong model may have been shipped, or the product may have arrived in the wrong colour or configuration. Services can also trigger disputes if the scope or outcome differs from what was promised in writing.

Quality complaints are common. A product might meet the broad description yet fall short of the described quality standard. For services, perceived quality is often tied to performance benchmarks set out in a contract. If those benchmarks are not met, a dispute can follow. Agreed changes can also be the source. If you and the buyer updated specifications after the initial listing, the fulfilment must match that later agreement. Failure to meet a promise to repair, replace, or refund can also lead to C31, even if the original description was accurate. Because the claim is subjective, C31 is open to friendly fraud. Some cardholders may state “not as described” to avoid a return process or get a "free" item. 

Time Limit for Disputing an American Express Reason Code C31 Chargeback

American Express sets tight timelines for dispute responses. The acquirer or merchant typically has 20 days to submit evidence once a C31 chargeback is received. Miss the deadline, and the case can close against you regardless of the evidence. Begin gathering documents as soon as the dispute arrives. Pull the product page or service description in use on the sale date. Include order details, delivery proof, photographs, and any later agreements or confirmations.

If there was a repair, replacement, or refund, include dates, amounts, and transaction references. For phone sales, include a call recording or transcript if you had consent to record. Submit early to avoid missing the window. Label exhibits clearly to speed review by the issuer. A fast, well‑organised package improves your chances of a fair outcome within the network’s processing windows.

What C31 Means for Consumers & Issuers

For consumers, C31 protects their basic rights: they should receive exactly what was described and paid for. If an item or service differs in a material way from the description, cardholders can first contact the merchant to seek a remedy. If that fails, a C31 claim is available. 

For issuers, these disputes require careful review because they are often subjective. Issuers may ask for additional documents from both sides. The goal is to balance fair consumer protection with the need to prevent misuse.

What C31 Means for Merchants

Disputes coded C31 affect more than the immediate transaction. They trigger fees, absorb staff time, and can raise your dispute ratio. Repeated cases may also point to gaps in product information, sales scripts, or fulfilment controls. 

Tighten the promise you make at the point of sale. Keep listings accurate, current, and specific. For services, write the scope and deliverables in plain terms, with limits and assumptions. Confirm any changes in writing. For telephone orders, send a short confirmation email before dispatch so the buyer can spot errors early.

Document the condition and contents before dispatch, and keep serial numbers where relevant. Record delivery proofs and unboxing photos for high‑value items. Train support staff to handle dissatisfaction quickly and propose practical remedies. A fast repair, replacement, or partial refund can prevent a dispute and protect revenue.

How to Respond to a Code C31 Chargeback

Begin by reading the cardholder’s claim line by line. Build a short timeline: order, description provided, delivery, complaint, and any follow‑up. Your aim is to show that what you supplied matches what was promised, or that you took reasonable steps to fix the issue. Include the product or service description as it appeared on the purchase date, plus the order confirmation and invoice. Add proof of fulfilment, such as carrier tracking or delivery confirmation. Photographs of the item packed and shipped are also helpful. For services, provide the signed scope, milestones, work records, and completion or acceptance notes.

If the parties agreed to changes after the initial order, attach the emails or signed documents that set out those updates. If you repaired, replaced, or refunded, provide dates, outcomes, and references to the credit posted. When a return or cancellation policy applies, show that it was disclosed before the sale and explain how the policy conditions were met or not met. For phone sales, include a call recording or transcript. Ensure your submission is factual, concise, and well-labelled, and submit it within the 20-day response window. The easier it is for the person reviewing it to understand, the better your chances of winning.

Proactive Prevention: The Ultimate Defence

Preventing code C31 chargebacks is all about clarity and communication. Ensure consumers understand exactly what they're buying before they make a payment. That means clear descriptions, service agreements and product imagery or videos. Run quality checks before shipment, provide detailed packing slips, and get proof of delivery. Try out Chargeback.io to get early notification of disputes and engage with the customer before a chargeback is finalised.