What documents can I send to Pencil to challenge a chargeback request?

The required action will be to contact your customer to confirm if this was raised in error and advise them to contact their bank and cancel this enquiry.

If the user is fraudulent, please reach out to Pencil support with the details so we can investigate further.

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.

If you are contacting 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.

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.