Skip to content
NoChargeback

Discover reason code RG and how to win non receipt disputes

Discover reason code RG (Non-Receipt of Goods or Services) means the cardholder told the issuer they paid but never received the product or service. It is a consumer dispute, not a fraud claim, and you usually win it by proving delivery or access before the dispute date.

Draft my evidence See pricing

Read and dispute permissions only. We never move your money.

Analyst sorting printed dispute notices, an invoice and a delivery receipt into an evidence pile

What Discover reason code RG means

The issuer files RG when the cardholder says the order did not arrive, a service did not take place, or access to a digital product was never granted. The cardholder is not denying the purchase, only the delivery. That makes RG a question of records. If you can show the goods reached the address the customer gave you, or that the customer logged in and used the service, the dispute is answered.

Typical triggers for an RG chargeback

  • A parcel marked delivered that the customer says never reached them.
  • Shipping delays past the delivery date shown at checkout.
  • A wrong or incomplete shipping address entered by the customer.
  • An event, booking or service that was canceled or rescheduled without clear notice.
  • A digital purchase where the access email went to spam or was never opened.

Time limits for Discover RG

The cardholder typically has around 120 days to dispute, often counted from the expected delivery date rather than the purchase date, so late orders can be disputed months later. Your response window is set by your processor and is often between 7 and 21 days. In Stripe the exact deadline appears as the evidence due date on the dispute.

Evidence that wins an RG dispute

  • Carrier tracking with the delivery scan, date and destination matching the order address.
  • Signature confirmation or a delivery photo for higher value orders.
  • The order confirmation with the shipping address the customer entered.
  • For digital goods, login, download and usage logs with IP addresses after purchase.
  • For services, booking records, attendance or completion records.
  • Customer emails or support chats that mention the order after delivery.

What to avoid when you respond

  • Do not send tracking that only shows the label was created or the parcel shipped.
  • Do not ignore a delivery address that differs from the billing address without explaining it.
  • Do not refund after the dispute is opened, because the funds are already withdrawn and you can lose twice.

How to prevent Discover RG chargebacks

  • Send shipping and delivery notifications with tracking links.
  • Require a signature for orders above a value you set.
  • Show realistic delivery dates at checkout and tell customers early about delays.
  • Make support easy to reach, so a missing parcel becomes a ticket instead of a dispute.

How RG appears in Stripe

Stripe usually shows Discover RG disputes with the reason product_not_received, and the network reason code field on the dispute carries RG. NoChargeback reads both, pulls the shipping address, carrier, tracking number and delivery date, or usage logs for digital products, and fills the matching Stripe shipping and service evidence fields. Read more on Stripe chargeback protection and dispute automation.

Rebuttal letter opening for Discover RG

We are responding to the dispute filed under Discover reason code RG. The order was delivered to the shipping address the cardholder provided at checkout, as confirmed by the carrier tracking record below with its delivery date and destination. The delivery took place before the dispute was filed, so the goods were received as ordered.

Draft my evidence

Can a merchant win a Discover RG chargeback?

Yes. RG disputes are often winnable when carrier tracking shows delivery to the address the customer entered, or when logs show the customer accessed a digital product or service.

Is tracking that says shipped enough for RG?

No. The issuer needs proof of delivery, not proof of shipment. A delivery scan, signature or delivery photo carries far more weight.

What if the customer was given a delivery date that passed?

Show the actual delivery date and any notices you sent about the delay. If the goods arrived and the customer kept them, explain that clearly in your response.