Amex C31 quick reference: Amex equivalent of Visa 13.3 (defective / not as described) — cardholder received the item but claims it doesn't match the description. Merchant has 20 days to respond.
Cardholder's claim
"What I received doesn't match what was advertised."
Amex C31 covers not-as-described claims. Amex expects a copy of the listing at purchase time, a return-policy record, and evidence the cardholder didn't attempt return before disputing.
Response deadline
20 days to submit representment. From the chargeback date.
Common triggers
- Genuine listing mismatch
- Cardholder buyer's remorse
- Ambiguous product listing
Required evidence
Listing at time of purchase
Screenshot of the exact listing — 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.
Typical win rates
| Scenario | Win rate | Notes |
|---|---|---|
| Clear listing + no return attempt | 50–70% | Well-represented cases |
Win rates reflect Aurai's own book across Stripe, PayPal, and Shopify Payments as of July 2026, plus public MRC Global Fraud Survey 2024 baselines. Your results will vary.
Related reason codes
13.3Visa
Not as Described or Defective Merchandise
Cardholder received the item but claims it was defective or materially different from what was advertised.
C32Amex
Goods/Services Damaged or Defective
Amex equivalent of the defective portion of Visa 13.3 — cardholder received the item but claims it was damaged or defective on arrival.
RMDiscover
Cardholder Disputes Quality of Goods or Services
Discover's equivalent of Visa 13.3 / Amex C31 — cardholder received the item but disputes quality.
Frequently asked questions
What does Amex C31 mean?
Amex C31 is the reason code for "Goods/Services Not As Described." Amex equivalent of Visa 13.3 (defective / not as described) — cardholder received the item but claims it doesn't match the description.
What's the response deadline for Amex C31?
Merchants have 20 days to submit representment. From the chargeback date.
What evidence is required to fight Amex C31?
Listing at time of purchase, QC records, Return policy display, Merchant remedy attempt. Full detail in the Required evidence section above.
Can Aurai handle Amex C31 automatically?
Yes — Aurai detects the reason code, assembles the specific evidence stack for it, and submits before the deadline. 25% only on disputes we win.
Reason code details reflect the current Amex rules as of July 2026 and may change. Amex is a trademark of its respective owner. Aurai is independent and not endorsed by Amex. Always check the current official rules before acting on any specific tactic.