Network
American ExpressCode
C31Response window
20 calendar daysWin difficulty
HardDispute type
Consumer DisputeAmex C31 — Goods/Services Not as Described: What It Is and How to Respond
⚠️ 20-Day Deadline: American Express gives you only 20 calendar days to respond — shorter than Visa (30 days) or Mastercard (45 days). Act within 48 hours of receiving notification.
Amex C31 is filed when a cardholder received goods or services that materially differed from the description at the time of purchase. It is Amex’s equivalent of Visa 13.3. The dispute is not about fraud — the cardholder acknowledges they authorised the transaction — but claims what arrived didn’t match what was advertised.
C31 covers a wide range of situations: an item described as “new” that arrived refurbished, clothing that differed in colour or quality from the photos, a digital product with fewer features than listed, or a service that didn’t deliver the scope described. The cardholder must have attempted to resolve the issue with you first, and you must have refused or failed to respond, before Amex allows the dispute to proceed.
Common reasons you received this dispute
- 1Physical product differed materially from product photos (colour, size, quality)
- 2Refurbished or used item sold as new
- 3Digital product description was inaccurate or overstated features
- 4Service didn't include elements prominently featured in the description
- 5Product arrived with significant defects that weren't disclosed in the listing
Can you win this dispute?
Fight this dispute if...
- ✓Product matched your description — provide a screenshot of the listing at purchase time
- ✓The cardholder's dissatisfaction is based on subjective quality preference rather than an objective description mismatch
- ✓You have evidence the cardholder used or accepted the goods initially before disputing
Accept this chargeback if...
- ✗The product genuinely didn't match the published description
- ✗The description has changed since purchase and you can't prove what it said at the time
Evidence checklist
- ✓️ Required
Screenshot or archive of your product/service listing as it appeared at the time of purchase: This is your primary evidence. If your listing has changed, use archive.org or internal screenshots with timestamps.
- ✓️ Required
Photos of the product as it was packaged and shipped (if available): Visual evidence showing the product’s condition and that it matched the listed description before dispatch.
- ⭐ Strongly recommended
Delivery confirmation: Carrier proof of delivery with timestamp, confirming the item was delivered successfully.
- ⭐ Strongly recommended
Customer communication before the dispute: Especially if the cardholder used the product or made any contact that doesn’t mention a description discrepancy.
- ◯ If available
Third-party verification of product specifications: Supplier spec sheet or manufacturer documentation confirming what the product is and what it contains.
How to write your response
Your response must directly address whether the product or service delivered matched the description at the time of purchase. Lead with your listing screenshot and reference each exhibit clearly.
“We are writing to dispute Amex chargeback [reference] under reason code C31. Exhibit A is a screenshot of our product listing as it appeared on [purchase date]. The product delivered — [specific description] — matches this description in all material respects. [If photos: Exhibit B shows the product as packaged for shipping.] [If communication: Exhibit C shows the cardholder’s communication with us, in which they did not raise any description discrepancy.] We respectfully request reversal of this chargeback.”
Key deadlines
Response window: 20 calendar days from the notification date.
The 20-day deadline is strictly enforced. Missing it results in an automatic loss regardless of the strength of your evidence.
How to prevent this chargeback
- 1
Archive product listings monthly with timestamps: Your current listing means nothing if a customer disputes what they saw three months ago. Keep dated archives of all product pages.
- 2
Use multiple clear photographs: Showing the product from all angles, including any imperfections or limitations. Buyers who see exactly what they’re getting are less likely to dispute.
- 3
Include dimensions, materials, and specifications explicitly: “High quality” is not a specification; “100% cotton, 450gsm” is. Precise specifications are harder to dispute.
- 4
For digital products, provide a feature checklist: With specific, measurable claims rather than aspirational marketing language. Document what the product does, not just what it aspires to do.
Frequently asked questions
What is Amex C31?
Amex C31 is filed when a cardholder received goods or services that materially differed from the description at purchase. It is Amex's equivalent of Visa 13.3. The cardholder must have attempted to resolve the issue with you first before Amex allows the dispute.
How do I prove my product matched the description?
The strongest evidence is a screenshot of your product listing at the time of purchase, showing exactly what was advertised. If your listing has changed since the purchase, use archive.org or internal screenshots. Pair this with photos of the product as shipped and any customer communication that doesn't mention a description discrepancy.
What if the cardholder's complaint is about subjective quality?
C31 requires a material mismatch between description and delivery — not just dissatisfaction. If your description was accurate and the cardholder simply didn't like what they received, you can fight the dispute. Document that the product delivered matches the described specifications.
How much time do I have to respond to Amex C31?
20 calendar days from the notification date — significantly shorter than Visa (30 days) or Mastercard (45 days). Treat Amex disputes as urgent and respond as quickly as possible after gathering your evidence.
Related reason codes
Dealing with an Amex C31 chargeback?
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