identi Bewertungen 

Antwort von identi

Vor 2 Tagen

Thank you for taking the time to share your feedback. We’re sorry to hear that you were disappointed by the £39 charge and, in particular, that the email inviting you to leave a review still showed the previous keeper’s name.

We completely understand why this would have been frustrating, especially where the adoption centre had originally provided the incorrect name. However, when a pet is already registered to another keeper, we’re unable to simply change the name on the record. The process required is a Transfer of Keepership, which is designed to ensure that changes to a pet’s registered keeper are made securely and appropriately.

A Transfer of Keepership involves more than updating a name. Our team needs to review the existing record and follow the appropriate checks to help protect the pet and the registered keeper. This can include contacting the existing keeper where required, dealing with any refusals or disputes, completing verification checks, and securely updating the database once the transfer has been completed. The process can take up to 28 days where further checks or consent are required.

The £39 charge reflects the work involved in completing this process and also includes 12 months of IdentiAlert, our enhanced missing pet protection service. We appreciate that this may not have been the outcome you were hoping for, but these safeguards are important to ensure that changes to registered keeper details cannot simply be made without the appropriate process being followed.

We are, however, sorry that the review invitation email still displayed the previous keeper’s name. Until a Transfer of Keepership has been fully completed, the existing registered details remain on the record, which is why the previous name could still appear on communications sent during this period. We appreciate that seeing the incorrect name in the email was frustrating and apologise for any confusion this caused.

We understand that, from your perspective, this may have felt like a straightforward correction following an error by the adoption centre. We’re always happy to look at individual circumstances and do everything we can to make the process as clear and straightforward as possible.

Thank you again for your feedback. We genuinely appreciate you raising your concerns, and we hope this helps explain why the process and charge are in place.

Warm regards,

Ben
Identibase

Antwort von identi

Vor 16 Stunden

Thank you for taking the time to share your feedback. We’re sorry to hear that you feel disappointed with the process and the charge involved.

From what you have described, it sounds as though what you needed was a Transfer of Keepership rather than a new microchip registration. There is an important difference between the two, which may explain why the process appeared different to what you were expecting.

Initial registration of a microchip with Identibase is completely free. Some other microchip databases do charge for initial registration, but we don’t. However, if the breeder has already registered the microchip in their name, the chip is already registered and cannot simply be registered again in your name. The appropriate process is therefore a Transfer of Keepership from the existing registered keeper to the new keeper.

This process is important because we cannot simply change the name attached to a pet’s record without carrying out the appropriate checks. A transfer may involve reviewing the existing record, contacting the current keeper where required, dealing with any refusals or disputes, carrying out verification checks and securely updating the database. This helps protect pets and registered keepers and ensures that changes to records are made appropriately.

The Transfer of Keepership charge also includes 12 months of IdentiAlert, our enhanced missing pet protection service, providing additional support should your pet ever go missing.

We completely appreciate that, if you were expecting simply to register the chip, being asked to complete a paid transfer may have been frustrating. However, where the breeder has already registered the chip in their name, a second registration would not be appropriate and the transfer process is required to correctly update the registered keeper details.

We’d be very happy to look into your individual circumstances if you would like to get in touch with us directly. We can review the record and make sure everything has been explained correctly and that you have been guided through the appropriate process.

Thank you again for taking the time to leave your feedback.

Warm regards,

Ben
Identibase