What are the common reasons for Chargeback Retrieval Requests?

You may receive a chargeback retrieval notification email from Pencil and wonder what the possible reasons may be for this 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.
6. 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.

Here are the most common reasons for a chargeback retrieval request.

1. Fraud:
2. 1. 1. Criminal Fraud:
         1. Someone uses another person's card information without their permission, often to make unauthorized purchases.
      2. Friendly Fraud:
         1. A cardholder intentionally disputes a legitimate transaction, often to get their money back while keeping the product or service. 
3. Merchant Errors:
   1. Duplicate Charges: The merchant accidentally charges the customer more than once for the same transaction.
   2. Incorrect Amounts: The merchant charges the customer an incorrect amount.
   3. Processing Errors: Technical glitches or system errors can lead to incorrect transactions. 
4. Customer Dissatisfaction:
   1. Non-Delivery/Missing Goods: The customer does not receive the product or service they paid for.
   2. Poor Product Quality: The customer receives a product or service that is defective or does not meet their expectations.
   3. Late Delivery/Service Issues: The customer experiences delays or other problems with the delivery or service. 
5. Other Reasons:
   1. Unrecognized Charges: The customer does not recognize a charge on their statement.
   2. Unauthorized Transactions: The customer did not authorize the transaction, possibly due to stolen card information or identity theft.