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American Express Reason Code C31 Goods/Services Not as Described

Disputeโ€‹

American Express

Card Issuer Name

C31

Reason Code

Cardmember Dispute

Category

Claim

The cardholder claims they received services and merchandise different from what was described.

Cause

  • The product got damaged when it arrived.
  • The merchandise delivered didnโ€™t match the description.
  • The cardholder is disputing product quality.

Response

Cardholders and issuers have no limit to the number of days they have to to file a dispute related to the claim against the merchant.
Merchants have 20 days to respond to the claim in dispute.

Steps to Prevention

  • Ensure the merchandise and service descriptions are accurate.
  • Ensure the correct order is shipped.
  • Accept returns and provide refunds in good time.
  • Avoid selling counterfeit products.
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