Amex C31 wins on documented listing + return-policy transparency. Cardholder received item, claims it doesn't match. Merchant must produce the exact listing at time of purchase, QC records, and evidence of return-policy display. Amex doesn't have Visa's explicit "cardholder must attempt return" requirement, but issuers weight it in review. Well-represented cases win 50–70%.
What Amex C31 covers
Amex C31 is "Goods/Services Not As Described." Amex equivalent of Visa 13.3. Cardholder received item but claims it doesn't match the listing or is defective.
Common triggers: genuine listing mismatch, cardholder buyer's remorse, ambiguous product listing, shipping damage the merchant didn't cause.
The evidence stack
For C31 representment:
- Listing at time of purchase — screenshot of the exact listing customer saw. No post-hoc edits.
- QC records — pre-shipment inspection.
- Return policy display — return terms visible at checkout.
- Merchant remedy attempt — any support offer the cardholder ignored.
- Communication history — support tickets, chat, emails.
Unlike Visa 13.3, Amex doesn't have an explicit return-attempt requirement in their published rules. But Amex reviewers weight it heavily in practice.
Cover narrative: "Cardholder [name], order #[X], [date]. Product listing at time of purchase (attached) accurately described the item; QC records confirm it shipped in spec. Return policy (attached) was visible at checkout; cardholder did not attempt return prior to disputing."
Win rate: 50–70% for well-represented cases.
Frequently asked questions
What is Amex C31?
"Goods/Services Not As Described." Amex equivalent of Visa 13.3. Cardholder received item but claims it doesn't match listing.
Does Amex have a return-attempt requirement?
Not explicitly in published rules, but Amex reviewers weight it in practice — merchants who cite it in the rebuttal narrative win significantly more.
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