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What Is The American Express Chargeback Reason Code C31 – Goods / Services Not As Described
American Express chargeback reason code C31 – Goods / Services Not As Described is used when a cardholder disputes a charge because the goods or services they received were significantly different from what was promised. This could mean receiving a product that's a different size or quality than advertised or booking a hotel room that lacks the amenities listed. If you're a merchant dealing with this chargeback, you'll need to review your records, gather evidence like product descriptions and customer communications, and submit this to American Express. The resolution process usually takes about 40 to 60 days, ensuring a fair review of the situation.
Common Causes Of American Express' C31 – Goods / Services Not As Described
Product Misrepresentation: The item received is different in size, color, quality, or functionality from what was advertised or described.
Service Discrepancies: The services provided did not match the description, such as a hotel room not having the amenities promised or a repair service not addressing the stated issue.
Incomplete or Substandard Goods: The goods received were incomplete or of a lower quality than described.
Example Scenario of C31 – Goods / Services Not As Described
Imagine you run an online electronics store, and a customer buys a smartphone that is advertised as having 64GB of storage. Upon receiving the phone, the customer finds it only has 32GB of storage and disputes the charge under reason code C31 – Goods / Services Not As Described.
To handle this, you would review the product listing, gather evidence showing the phone’s description and the actual product delivered, and submit this evidence to American Express. If the customer is correct, you might offer a replacement or refund to resolve the issue.
Resolution Time Frame for American Express Chargeback Reason Code C31 – Goods / Services Not As Described
The resolution time frame for American Express chargeback code C31 – Goods / Services Not As Described typically follows a structured process. Here’s an outline of the typical timeline:
Chargeback Filing: When a cardholder disputes a transaction because the goods or services were not as described, American Express initiates the chargeback process. This usually happens shortly after the cardholder reports the issue.
Merchant Response Time: Once the chargeback is issued, the merchant is notified and given an opportunity to respond. American Express generally allows merchants up to 20 days to gather and submit evidence to support their case. This evidence might include product descriptions, sales receipts, delivery records, and any communication with the cardholder.
Review and Decision: After the merchant submits their evidence, American Express reviews the information provided. This review period typically takes around 20-30 days. During this time, American Express assesses the validity of the merchant’s evidence and determines whether the chargeback should be reversed or upheld.
Final Resolution: The entire process, from the initial dispute to the final decision, can take anywhere from 40 to 60 days. If the merchant’s evidence shows that the goods or services were as described or that the issue was resolved satisfactorily, the chargeback may be reversed. If the evidence supports the cardholder’s claim that the goods or services were not as described, the chargeback stands, and the cardholder keeps the funds.
How to Avoid Chargeback Reason Code C31 – Goods / Services Not As Described
To minimize these disputes, consider these proactive measures:
Accurate Descriptions: Ensure that all product and service descriptions are accurate, detailed, and reflective of what the customer will receive.
Clear Communication: Communicate clearly with customers about what they can expect and address any concerns promptly.
Quality Assurance: Implement quality control measures to ensure that goods and services meet the described standards before delivery.
How to Fix Chargeback Reason Code C31 – Goods / Services Not As Described
If you receive a chargeback under code C31, here’s what you should do:
Review the Transaction: Verify your records to confirm the details of the transaction, including the description provided at the time of sale and what was delivered.
Gather Documentation: Collect all relevant documents that support your case. This might include product descriptions, advertisements, sales receipts, delivery records, and any communication with the cardholder.
Submit Evidence: Provide this evidence to American Express promptly. Clearly explain the situation and provide documentation showing that the goods or services were as described or that the discrepancy was addressed satisfactorily.
Resolve the Issue: If you find that the goods or services were not as described, communicate with the cardholder to resolve the issue. This might include offering a replacement, a refund, or additional services to meet their expectations.
