Why was my customer charged again after the chargeback dispute was successful?

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).

1. 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.

2. If 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.

Why can't I find any payment in relation to the funds taken from my customer's account in relation to this chargeback dispute?

You won’t see the chargeback come from the customer as it is not related to your account but rather, it is related to the customer’s bank account.

The chargeback recovery from the bank doesn’t touch your accounting software or Pencil.

The successful outcome of the chargeback dispute may trigger an amount to be taken from the customer's account (automatically) if the chargeback dispute is successful and finalised.

You can apply this as a credit on your accounting software in the case where they had made another payment via EFT. If not, there is no further action required.