Reason code · American Express
Amex C31: goods or services not as described
C31 means the Card Member says what they received doesn’t match what was described, or is worse quality than promised. Amex measures it against the written description at the time of the charge, so that description is your starting point.
What C31 means
C31 means the Card Member says they got something different from what was described. Amex frames it precisely: goods or services that differ from the written description provided at the time of the charge. Amex’s guide lists three causes:
- What was delivered differs from what was described or agreed.
- The quality is worse than what was described or agreed.
- The customer was promised a refund that never came.
What the customer told Amex
“That’s not what I ordered.” “It looked nothing like the photos.” “The work wasn’t what we agreed.” The gap they describe is the gap you have to close.
Time limit
Processor guides list 120 days from the transaction date, or 120 days from the date the customer received the goods or services. Amex’s guide gives Card Members (Amex’s word for cardholders) up to 120 days for most disputes.
Your side of the clock is short. Amex’s own guide tells merchants to respond within 20 days. If you accept Amex through a processor such as Stripe or Square, the processor sets its own date, often a shorter one. The due date on your notice is the one that counts.
What proof matters
Amex accepts proof refuting the claim, proof the customer agreed to accept the goods or services as provided, proof they matched the description (photos and emails are named examples), or a refund that offsets the charge. If the goods arrived damaged, Amex points to a separate short list, including an attempt to repair or replace.
Whoever wrote it down wins
Because Amex measures C31 against the written description, the quote, invoice, listing or signed scope of work does most of the work. A verbal promise the customer remembers and you don’t is the hardest kind of C31 to fight. Amex’s prevention advice says the same thing: put detailed descriptions on invoices, order confirmations and contracts.
The common mistake
Arguing quality with nothing to measure it against. “Our work is excellent” isn’t evidence. The description the customer saw before paying, next to what they received, is.
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