My customer has contacted their bank to cancel the chargeback request - will the chargeback be cancelled immediately?

The customer's bank decides the outcome of any chargeback dispute that your customer initiates through their bank. This process can take weeks and sometimes months before it is finalised.

If you have contacted your customer and they have agreed to cancel the enquiry by contacting their bank, please also include your correspondence with the customer in your response.

Please provide us with any/all documents from the below list by the response date provided, together with any other evidence that will assist us to remediate the “retrieval request”.

1. A legible copy of the signed authority and/or receipts from the Cardholder.
2. Copy of any tax invoice/s and/or signed disclosure of cancellation policy.
3. Any transaction Information relating to the sale of any digital goods. purchased online.
4. Description of the goods/services supplied and/or proof of delivery/collection of goods.
5. Cardholder identification or any form of communication with the Cardholder, including email correspondence.
   Note: If the user is fraudulent, please reach out to Pencil support with the details so we can investigate further.

PencilPay is required to respond to the bank within this specified due date; therefore we must receive this documentation by no later than 7 days from the date this email is sent.

If legible copies of the relevant documentation are not provided to us within the above time frame or are insufficient to remedy the “retrieval request”, this may result in a chargeback.

Once the chargeback is finalised (successfully challenged ) the following happens:

1. If we are successful
   1. There are no changes to the transaction or disbursements and the customer will have the funds automatically taken from their account.
   2. No further action required by anyone.
      1. however, in this case where the customer had made another payment via EFT, please take note of 2.a (below information):
2. If a credit has not yet been applied to the customer and we win the chargeback, then the credit can be applied to this customer only if the customer paid again by EFT then a credit is warranted for a double payment.
3. 1. In this case where your customer has mentioned that money was taken from their account at a later date, you can apply a credit for this customer IF they had paid for the same invoice again by EFT

1. 1. 1. In this case where your customer has mentioned that money was taken from their account at a later date after the dispute has been finalised and deemed successful, this process was done automatically (the bank will retrieve the amount from their bank account automatically).