Tracking shows delivered but the customer says the package never arrived. Who wins?

A delivery scan to the AVS-verified address is strong evidence and wins many RG cases, though porch theft claims create gray area. Signature confirmation removes the ambiguity, which is why requiring it above a value threshold pays for itself in disputed shipments.

Can a customer file RG before my quoted delivery date has passed?

They can file, but the claim is premature and that is a clean defense. Submit the order terms showing the promised or estimated delivery date and evidence the order is in transit. Disputes filed ahead of the agreed fulfillment window are routinely resolved for the merchant.

How do I prove delivery of a digital product for an RG dispute?

Server-side evidence: timestamps of download completion, license key activation, login sessions after purchase, or API provisioning records tied to the customer's account and IP. Post-purchase usage is the digital equivalent of a signed delivery receipt.

Discover · Consumer Disputes

Reason code RG: Non-Receipt of Goods, Services, or Cash

The cardholder paid but says the merchandise never arrived, the service was never performed, or promised cash was never received. Payment moved in one direction with nothing coming back the other way. Discover files RG to recover funds for a purchase the cardholder claims was never fulfilled.

Issuer filing window

typically 120 days from the processing date

Merchant response window

typically 30 days to respond

Why RG chargebacks happen

The shipment was lost, stolen after delivery, or delivered to the wrong address.
Fulfillment was delayed past the promised date and the customer disputed instead of waiting.
A preorder or backordered item had no clear delivery timeline and the customer lost confidence.
Digital goods or account access failed to provision after payment.
The customer received the goods and is filing a false claim, which is classic friendly fraud.

How to fight a RG chargeback

Provide carrier tracking with a delivery scan to the address verified at checkout, including signature confirmation where captured.
For digital products, submit provisioning logs, download records, license activations, or account access history after purchase.
For services, include appointment records, completion documentation, or the customer's acknowledgment of delivery.
Show any post-delivery customer contact, such as a support ticket about using the product, that contradicts the non-receipt claim.
If the agreed delivery date had not yet passed when the dispute was filed, cite it; RG is premature before the promised fulfillment date.
Include your shipping policy as accepted at checkout, especially for preorder timelines the customer agreed to.

How to prevent RG chargebacks

Ship with tracking on every order and require signatures above a value threshold you set from your loss data.
Send proactive shipment and delivery notifications so customers know exactly where their order is.
Set realistic delivery estimates and communicate delays before the customer has to ask.
Verify addresses at checkout and hold mismatched AVS orders for review before fulfillment.
For digital goods, confirm provisioning succeeded and alert your team when a paid account never activates.

Frequently asked questions

Tracking shows delivered but the customer says the package never arrived. Who wins?: A delivery scan to the AVS-verified address is strong evidence and wins many RG cases, though porch theft claims create gray area. Signature confirmation removes the ambiguity, which is why requiring it above a value threshold pays for itself in disputed shipments.
Can a customer file RG before my quoted delivery date has passed?: They can file, but the claim is premature and that is a clean defense. Submit the order terms showing the promised or estimated delivery date and evidence the order is in transit. Disputes filed ahead of the agreed fulfillment window are routinely resolved for the merchant.
How do I prove delivery of a digital product for an RG dispute?: Server-side evidence: timestamps of download completion, license key activation, login sessions after purchase, or API provisioning records tied to the customer's account and IP. Post-purchase usage is the digital equivalent of a signed delivery receipt.

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