Customer says the order never arrived

Discover RG means the customer says they paid and never received what they bought. Proof that they received it, or reasonably should have, decides it.

How it arrives

The notice carries the dispute reason (the code on your notice). Respond before the date on that notice. Your payment company sets it, and it comes before the card network's own limit.

What the issuer is looking for

Discover wants proof of delivery.

• Physical goods: the carrier's record with a signature, a photo, or delivery to a verified billing address.
• Digital products and subscriptions: the access log or login record.
• Services: the appointment record, technician's notes, and the customer's signed acknowledgement.

In 2026 Discover reads slightly stricter than Visa on this reason. Tracking alone, with no signature or photo, increasingly falls short. Capture signature confirmation on higher-value orders.

Common scenarios and the evidence for each

• Package marked delivered, customer says it never arrived. Tracking alone rarely suffices. A signature, a photo at the door, or delivery to the billing address that passed the billing-address check (AVS) strengthens the case.
• Course, membership, or subscription never logged into. The activity log: an opened welcome email, a started first session, or a completed download.
• Service the customer says was not performed. Scheduling software with GPS timestamps and signed completion forms. A missing signed form is often why these are lost.

If the claim is different

If the customer says the card was used without permission, the dispute arrives as Discover UA. Billing-address, internet-location and device data on an RG miss what Discover asked.

How we help

Forward the notice within 48 hours of receiving it. If you have received one, your first response is free. Try free.