AmexConsumer Dispute
Amex Reason Code C31
Goods/Services Not as Described
What the cardholder claims
"Received item is not what was ordered."
Win rate
35-50%
With proper evidence
Response deadline
120 days
From dispute filing
Required evidence (in priority order)
- 1
product_description - 2
customer_communication - 3
shipping_documentation
Response strategy
Show accurate product listing, proof item shipped matches order, and customer did not follow return process.
Stripe category
product_unacceptableStripe maps this network-level code to this simplified category.
Responding to this chargeback?
Rebutto packages these exact evidence fields into the format Stripe requires. First dispute free on the Shopify App, or $9.99 on the web tool.