Reason code

American Express reason code C31 is used when a cardholder claims the goods or services they received were materially different from what was described at the time of purchase. This could include incorrect items, missing features, poor quality, or services that failed to meet advertised expectations.

These disputes often arise from miscommunications, unclear product descriptions, or unintentional mismatches between marketing and reality. If the merchant can show that the item or service delivered matched the original agreement, the chargeback may be reversed.

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If the product or service matched the description, provide documentation supporting that claim:

• Submit product listings, service agreements, or advertisements that match what was delivered
  
  
• Include photos, usage logs, or correspondence confirming customer satisfaction or acceptance

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Avoid “not as described” disputes with detailed, honest representations of what you’re selling:

• Use clear product images, feature lists, and policies to manage customer expectations
  
  
• Confirm acceptance or satisfaction when services are fulfilled—especially for custom work

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