Reason Code C31Goods/Services Not as Described

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Card Issuer

American Express

Reason Code



Cardmember Dispute


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


  • The product got damaged when it arrived.
  • The merchandise delivered didn’t match the description.
  • The cardholder is disputing product quality.


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.
American Express Merchant Official Documentation
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