What to do if you receive a chargeback retrieval notification from Pencil

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.

• • It is important to note that when a customer requests a chargeback from their card/bank they receive the funds back into their account almost instantly (within a day or two) while the chargeback process is run.
  • 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. You can send us a copy of the confirmation from their bank that they have requested to cancel the chargeback.

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 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.