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Amex C31: Goods / Services Not as Described

What it means: The cardholder says the goods/service were defective, damaged, or not as described.

How to respond: Show the product matched the description, the customer did not follow your return process (or the return was not received), and your policy was disclosed.

Stripe usually labels this dispute as: product_unacceptable (check the reason shown on your dispute — Stripe maps network codes to its own categories).

Evidence checklist

• Product description / listing as shown at the time of purchase (screenshots), proving it matches what was delivered
• Refund / return policy and evidence it was shown to the customer at checkout
• Evidence that no refund or credit is owed — e.g. return never received, or the request fell outside the stated policy
• Customer communication (emails, chat, support tickets) — especially anything where the customer acknowledges the order or the product
• Shipping documentation: carrier, tracking number, delivery date and delivery address matching the address on the order
• Receipt / invoice showing what was purchased, price, date and the customer's details

Tips

• Address the specific reason code — a generic letter that argues the wrong issue is a common reason responses fail.
• Submit before the evidence due date shown in your Stripe/Shopify dashboard; most processors allow one submission.
• Keep it factual and concise; label each exhibit.
• If the customer is right, accepting the dispute or refunding may cost less than fighting it.

DisputeDesk provides general information and document preparation help. It is not legal advice, and we do not guarantee any dispute outcome — the card issuer decides. Reason-code names and rules change; always check the dispute details in your Stripe or Shopify dashboard and the card network's current rules.
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