Amex C31
Goods or services not as described
The cardmember received the order and says it was not what was described. Delivery proof does not answer this code. The evidence is the description they bought from, facts showing the item matched it, and the return and policy position.
The evidence this code accepts
- 1
The exact description the cardmember bought from
The dispute is a comparison of two things.
- 2
What shows the item matched it
Specifications, pre-dispatch photos, serial or batch records.
- 3
Whether the item was returned
Goods kept and money returned is the point to make.
- 4
The return policy and how it was shown
Policies carry weight on this code, if disclosed.
- 5
Customer messages about the complaint
Shows whether you were offered a chance to fix it.
Where sellers lose this one
- They argue quality in prose without quoting the listing.
- The policy was footer-only, so it is treated as not disclosed.
Build the pack for Amex C31
5 questions specific to this code, plus the order and the notice. No account. You see the assessment and what is missing before you pay anything.
USD 9.90 a pack when you get it. This prepares your evidence; the card network decides.
Rules checked 2026-09. Sources. Network rules change; if you find this page out of date, tell us and we will correct it.