Reason Code RGNon-Receipt of Goods or Services

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Card Issuer


Reason Code



Service Dispute


The cardholder claims they didn’t receive the service, merchandise or money as promised.


  • The delivery was delayed.
  • The merchant ships the merchandise on time or makes the merchandise available for pick up in good time but forgets to inform the customer.
  • Friendly fraud. The cardholder received the merchandise or service but claims they didn’t receive it.
  • The merchant charged the cardholder before shipping or delivery.


Cardholders and issuers have 120 days to file a dispute related to the claim against the merchant.

Merchants have 30 days to respond to the claim in dispute.

Steps to Prevention

  • Stick to the delivery dates.
  • Accurately describe the services you offer.
  • Avoid charging the cardholder before the product is shipped.
  • Inform the customer when the merchandise is out of stock or will be delivered late.


The maximum time between the scheduled delivery date and processing the chargeback is 120 days. However, the date of processing the chargeback cannot be more than 540 days from the transaction date. 

In cases where the delivery date wasn’t specified, the chargeback should be started 120 days from the transaction date. However, the issuer issuers must wait 15 days after the transaction date to file a chargeback.  

In addition, the issuer gets 30 extra days to file a chargeback if they submitted a retrieval request which was completed after the 120 days.

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