Root Cause

• Stop payment order initiated by the customer: The customer has requested their bank to block a specific recurring debit transaction.

• Recurring debit authorization revoked: The customer no longer authorizes the recurring payment and has instructed the bank accordingly.

• Bank-enforced payment block: The bank processed a stop payment order as per customer instructions or due to account restrictions.

• Mandate cancellation or expiration: The recurring debit mandate has been canceled or is no longer valid.

Troubleshooting and Solutions

• Advise the customer to contact their bank to review and manage the stop payment order.

• Inform the customer that they need to provide a new authorization if they wish to continue the recurring payments.

• We recommend using a different payment method if the customer wants to proceed with the current transaction immediately.

• Ensure the merchant system stops future attempts to charge under the same recurring mandate unless new authorization is obtained.

• Clearly communicate to the customer why the transaction failed and guide them through the necessary steps to reinstate recurring payments if desired.