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Discover RG - Non-Receipt of Goods/Services

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TL;DR

RG is filed when a Discover cardholder says they paid but never received the goods or services. Your defense depends entirely on delivery proof: tracking numbers, signed confirmations, and delivery to the correct address. Without documentation, you will lose. Response window is 30 calendar days. Win rates with solid delivery evidence run 60-75%.

Overview​

Discover files RG when a cardholder claims that merchandise was never delivered or services were never performed. This is one of the most common consumer dispute codes on the Discover network. Unlike fraud codes (UA series), the cardholder is not claiming the transaction was unauthorized. They acknowledge making the purchase but say they never received what they paid for.

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
  • Order cancelled by merchant but not refunded
  • Merchant went out of business before fulfilling the order
  • Partial delivery (significant items missing from the order)

Cardholder Requirements​

Before Discover files an RG dispute, the cardholder should:

  1. Wait for the expected delivery date - Cannot file before goods are due
  2. Attempt to contact the merchant - Good faith resolution effort
  3. Allow reasonable time - For delayed delivery or service scheduling
  4. Not have received the goods/services - Or a substantial portion

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 often sends a retrieval request before the chargeback. Respond promptly with your delivery documentation; this can prevent the chargeback entirely.

Representment Options​

1. Goods Were Delivered​

When to use: You have proof the merchandise was delivered.

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​

When to use: You can prove the service was performed.

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​

When to use: Digital products or content were delivered and accessed.

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​

When to use: In-store or curbside pickup was completed.

Evidence required:

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

5. Refund Already Issued​

When to use: You already processed a credit for the transaction.

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​

When to use: Some items were delivered, cardholder disputes the entire order.

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​

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​

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 verified address - AVS match preferred
  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. Completion documentation - Get customer signature at completion
  2. Before/after evidence - Photos, screenshots, records
  3. Written confirmations - Email confirming service was performed
  4. Follow-up communication - Satisfaction check creates a paper trail

Customer Communication​

  1. Proactive shipping updates - Reduce "where is my order?" anxiety
  2. Clear delivery estimates - Set realistic expectations at checkout
  3. Easy contact options - Let customers reach you before they reach Discover
  4. Delay notifications - If shipping is delayed, communicate immediately

Common Mistakes​

  1. No tracking on shipments - Fatal to your defense
  2. Shipping to unverified address - Weakens your case
  3. No signature on high-value orders - Tracking alone may not suffice
  4. Ignoring retrieval requests - Auto-escalates to chargeback
  5. Missing the 30-day deadline - Automatic loss
  6. Insufficient digital delivery logs - Cannot 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 info --> Was it delivered? Get carrier confirmation
  2. Check signature --> Do you have signed proof of delivery?
  3. Verify address --> Does delivery address match billing/order address?
  4. Gather evidence --> Representment Workflow
  5. Respond within 30 days

Prevent future RG chargebacks:

  1. Always ship with tracking and delivery confirmation
  2. Require signature for orders over $100
  3. Send proactive shipping updates with tracking links
  4. Set up dispute alerts to catch early

See Also​

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