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Discover RG - Non-Receipt of Goods/Services

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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. Discover doesn't publish its response window. Get your deadline from your acquirer in writing, and work to the date on your notice. Solid delivery evidence helps your case.

Got this code?​

Your deadline: Discover doesn't publish its response window. Get your deadline from your acquirer in writing, and work to the date on your notice.

The claim: They admit they bought it. They say it never showed up.

Records that answer it:

  1. Carrier tracking: did it deliver? Get the carrier's confirmation
  2. Signed proof of delivery
  3. The delivery address, checked against the billing address

Next: Decide whether it's worth fighting, then fill in the response outline for this claim and follow the Representment Workflow.

Records by what you sell​

The same claim needs different records depending on what you sold. Find your column.

What you sellShipped goodsDigital or onlineIn person or a service
Records that answer it
  • Carrier tracking showing delivery to the address on the order
  • Signed proof of delivery, or the signed pickup form for a collected order
  • The shipping label or receipt with the full address
  • Access or download logs after the payment, with IP addresses and timestamps
  • The customer's IP address, name and email at purchase
  • The signed contract, work order or completion record, with the service date
  • Customer messages from before the dispute
Where to find them
  • Shopify: Orders, open the order, then Add evidence on the chargeback banner. Shopify attaches a PDF of the order's fulfillment events itself
  • Stripe: Counter dispute on the dispute details page: shipping_carrier, shipping_tracking_number, shipping_date, shipping_documentation. Stripe expands the tracking number into the carrier's delivery detail
  • Square: Orders & payments > Disputes, in the dispute's information request form
  • Your own server or app logs: you supply this record
  • Stripe: Counter dispute on the dispute details page: access_activity_log, customer_purchase_ip
  • Shopify: Orders, open the order, then Add evidence on the chargeback banner, as the activity log Shopify asks for
  • Your booking or job records
  • Stripe: Counter dispute on the dispute details page: service_date, service_documentation, customer_communication
  • Square: the payment's receipt in Orders & payments > Transactions; attach the records in the dispute form

Sources: Stripe's evidence by product type VENDOR; Shopify's evidence by reason VENDOR; Shopify's chargeback response page VENDOR; Square's dispute walkthrough VENDOR; Square's transaction search VENDOR. Checked 24 October 2026. Menus move, so follow what your own dashboard shows.

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​

Discover doesn't publish its windows for a retrieval request, a chargeback response or a further notice. Get them from your acquirer in writing, and work to the date on your notice.

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

Which defenses hold up​

Here's what each kind of evidence shows.

Evidence TypeWhat it shows
Signed delivery + address matchA signature tied to the right address
Tracking delivered + correct addressDelivery to the right address
Digital access logsThe product was accessed
Service completion signedThe customer signed off on the work
No delivery proofNo proof they received it

Track your own win rate by reason code.

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 deadline your acquirer gives you in writing - 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

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

Next Steps​

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​

Something wrong on this page? Email matt at paymentsandrisk.com and say what needs fixing.