Root Cause

• Customer-initiated cancellation: The customer contacted their bank or payment provider to stop future billing.

• Bank instructions: The issuing bank honored the customer's request to block recurring transactions.

• Mandate cancellation: In some regions, mandates for recurring payments can be revoked by the customer, leading to automatic declines for further charges.

Troubleshooting and Solutions

• Inform the customer that their transaction failed because they previously requested the cancellation of a recurring billing agreement.

• Ask the customer to:

  • Confirm if they still wish to use the service or reactivate their subscription.

  • Complete a new authorization or payment setup if they want to continue.

• Internally:

  • Check with the payment gateway to confirm the cancellation request and any restrictions applied.

  • Ensure no future billing attempts are made without customer reauthorization.