What the cardholder is claiming
“This isn’t what was described when I bought it.”
Show the description as the Card Member saw it at purchase, and evidence that what you delivered matched it.
Evidence that wins a Amex C31 chargeback
Start with the required items — they answer the claim directly. Recommended items make a borderline case stronger.
What was sold, as described Required
The listing, specification or quote shows exactly what was promised.
It matched the description Required
Photos, quality checks or documents show what was delivered matched what was sold.
Return not made or not received Recommended
Most networks require the cardholder to return the goods first; show they didn't.
Return or refund policy accepted Recommended
The policy the cardholder agreed to.
Correspondence about the complaint Recommended
Shows the merchant tried to resolve it, or that the cardholder never complained.
How to respond to a Amex C31 dispute
- 1
Check the due date in your processor’s dispute dashboard. Responses that arrive late lose, however strong they are.
- 2
Collect the required evidence: what was sold, as described, it matched the description.
- 3
Add what strengthens the case: return not made or not received, return or refund policy accepted, correspondence about the complaint.
- 4
Write a short response that answers the cardholder’s claim point by point, and cite the exact document and page behind each point.
- 5
Combine it into one clean package and submit it through your processor’s dispute portal.
Why Amex C31 chargebacks happen
- Photos or specifications in the listing didn’t match what arrived.
- The customer expected more than the description promised.
- The wrong item, size or variant was shipped.
How to prevent them
- Keep listings accurate, with real photos and full specifications.
- Check orders before they ship and photograph high-value items.
- Offer a simple return or exchange, so customers come to you first.
Amex C31 chargeback FAQ
- What does Amex reason code C31 mean?
- Goods / Services Not as Described. The Card Member says the goods or services were not as described.
- What evidence do I need to win a Amex C31 chargeback?
- Required: what was sold, as described, it matched the description. Also strengthens your case: return not made or not received, return or refund policy accepted, correspondence about the complaint.
- How do I respond to a Amex C31 chargeback?
- Gather the evidence above, write a response that answers the cardholder’s claim point by point and ties each point to a document, and submit it through your processor’s dispute portal before the due date shown there. Chargeback Warden checks your evidence against the Amex C31 checklist and drafts the cited response for you to approve.