Amex reason code C31
Amex C31: Goods/Services Not as Described
What the cardholder is claiming
The cardmember says what arrived differs materially from what was described.
The evidence that actually wins
Bank analysts skim responses in minutes against a checklist for this exact code. Lead with the strongest fact; never make them dig.
- ✓The archived listing/description at time of purchase
- ✓Photos/records of what shipped
- ✓Remedy offers and the cardmember's response to them
The honest read
Specific listings with photos defend well; vague ones do not. Offering (and documenting) a reasonable remedy before the dispute often decides it.
Nobody can promise you a win; the cardholder's bank decides. What you control is submitting the strongest complete case your records support, on time. Our plain-language guarantees say exactly what that means.
Fighting a C31 right now?
Send us the dispute and a person builds the complete, submission-ready response: the narrative mapped to C31, your evidence compiled and ordered, and the field-by-field walkthrough. 24-hour rush available. If our review says yours isn't worth fighting, we tell you for free.