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Discover RG - Non-Receipt of Goods/Services

TL;DR

RG fires when a Discover cardholder says they paid and never got the goods or the service. Your whole defense is delivery proof. Tracking numbers, signed confirmations, delivery to the right address. Without those you'll lose. You get 30 calendar days to respond. With solid delivery evidence, win rates run 60-75%.

They admit they bought it. They say it never showed up.

Overview​

Discover files RG when a cardholder says the goods never arrived or the service never happened. It's one of the most common consumer dispute codes on the network. This isn't a fraud code, so the UA series doesn't apply. The cardholder admits they bought it. They just say nothing showed up.

When This Code Applies​

  • Physical goods never arrived at the cardholder's address
  • Digital goods not accessible or not delivered
  • Services not performed or not completed
  • You cancelled the order and never refunded it
  • The merchant shut down before fulfilling and didn't refund
  • Partial delivery (significant items missing from the order)

Cardholder Requirements​

Before Discover files an RG dispute, the cardholder should:

  1. Wait for the delivery date - They can't file before the goods are due
  2. Try you first - A good faith effort to sort it out
  3. Allow reasonable time - For a delayed delivery or a rescheduled service
  4. Actually not have it - The goods, the service, or a big chunk of either

Time Frames​

ScenarioDispute Window
Physical goods120 days from expected delivery date
Services120 days from expected service date
Digital goods120 days from transaction date
Cancelled order120 days from cancellation date
StageWindow
Retrieval request response14 calendar days
Chargeback response30 calendar days
Second chargeback30 calendar days

Discover Retrieval Process​

Discover usually sends a retrieval request before the chargeback. Answer it fast, with your delivery documentation attached. Done well, the chargeback never happens.

Representment Options​

1. Goods Were Delivered​

Use when: you've got proof it arrived.

Evidence required:

  • Tracking number with carrier delivery confirmation
  • Signature confirmation (strongly recommended for orders over $100)
  • Delivery address matching the order address
  • Photo proof of delivery (if carrier provides)

2. Services Were Rendered​

Use when: you can show the work got done.

Evidence required:

  • Service completion documentation
  • Work orders signed by the customer
  • Before/after photos or documentation
  • Appointment records with outcomes
  • Follow-up communication confirming satisfaction

3. Digital Goods Were Accessed​

Use when: they downloaded it or opened it.

Evidence required:

  • Download confirmation logs
  • Access timestamps showing usage after purchase
  • Account login activity
  • Email delivery confirmation with download links
  • IP address at time of access

4. Cardholder Picked Up Goods​

Use when: they collected it in store or at the curb.

Evidence required:

  • Signed pickup receipt
  • ID verification records
  • Pickup confirmation email or text
  • Store records documenting the pickup

5. Refund Already Issued​

Use when: you've already credited the card.

Evidence required:

  • Refund transaction details (date, amount, reference number)
  • Refund confirmation sent to cardholder
  • Proof refund was processed to the same Discover card

6. Partial Delivery with Documentation​

Use when: part of the order shipped and they're disputing all of it.

Evidence required:

  • Tracking for each delivered item
  • Documentation of what was shipped vs. what was ordered
  • Communication about backordered or out-of-stock items
  • Offer of partial refund for undelivered items

Required Documentation​

Not all delivery proof weighs the same.

Evidence TypeStrength
Signed delivery + correct addressStrong
Tracking delivered + correct addressMedium-Strong
Tracking delivered + different addressWeak
Digital access logs + IP matchMedium-Strong
Signed service completionStrong
No tracking or delivery proofVery Weak

Win Rate Expectations​

These aren't promises. They're what each kind of evidence tends to be worth.

Evidence TypeExpected Win Rate
Signed delivery + address match65-80%
Tracking delivered + correct address55-70%
Digital access logs50-65%
Service completion signed60-75%
No delivery proofUnder 20%

Prevention Strategies​

Shipping Best Practices​

  1. Always use tracking - Every shipment, every order, no exceptions
  2. Require signature - For orders over $100 or high-risk categories
  3. Ship to a verified address - AVS match if you've got one
  4. Send shipping notifications - Proactive emails with tracking links
  5. Insure high-value shipments - Carrier insurance for expensive items

Delivery Confirmation​

  1. Photo proof - Use carriers that provide delivery photos
  2. GPS confirmation - Delivery location verification
  3. Recipient name - Document who signed for the package
  4. Date/time stamps - When delivery occurred

For Digital Goods​

  1. Instant delivery - Minimize time between purchase and access
  2. Download logging - Record IP, timestamp, device for every access
  3. Multiple delivery methods - Email plus in-account access
  4. Access confirmation emails - Automated delivery receipt

For Services​

  1. Sign-off at completion - Get the customer's signature on the spot
  2. Before/after evidence - Photos, screenshots, records
  3. Written confirmation - An email saying the work got done
  4. Follow up - "Everything come out OK?" builds a paper trail

Customer Communication​

  1. Ship updates unprompted - Kills the "where's my order?" email
  2. Clear delivery estimates - Set them at checkout, not after
  3. Easy contact options - Let people reach you before they reach Discover
  4. Flag delays - Same day you know about them

Common Mistakes​

  1. No tracking on shipments - Fatal to your defense
  2. Shipping to an unverified address - Weakens everything else you have
  3. No signature on high-value orders - Tracking alone often isn't enough
  4. Ignoring retrieval requests - It auto-escalates to a chargeback
  5. Missing the 30-day deadline - Automatic loss
  6. Thin digital delivery logs - You can't prove access or download
  • RM - Quality/Not as Described
  • NF - Non-Receipt of Cash from ATM
  • CD - Credit Documentation
  • CR - Cancelled Reservation

Next Steps​

Got this chargeback?

  1. Pull tracking → Did it deliver? Get carrier confirmation
  2. Check signature → Have you got signed proof?
  3. Verify address → Does it match the billing address?
  4. Gather evidence → Representment Workflow
  5. Respond within 30 days

Prevent future RG chargebacks:

  1. Ship with tracking and delivery confirmation, every time
  2. Require a signature over $100
  3. Send shipping updates with tracking links
  4. Set up dispute alerts to catch them early

See Also​

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