Root Cause

• Missing payment record: The payment intent or transaction record no longer exists at the gateway.

• Deleted or deactivated customer account: The customer's account associated with the transaction is missing or deactivated.

• Incorrect references: Using incorrect or non-existent resource IDs in API requests.

• Gateway synchronization issues: Inconsistencies between the merchant system and the payment gateway data.

Troubleshooting and Solutions

• Inform the customer that there was a problem processing their payment due to technical issues.

• Internally:

  • Check if the payment intent, transaction record, or customer account exists in Chargebee and at the gateway.

  • Validate that the correct resource IDs are being referenced during the transaction.

• Contact the payment gateway support if resources appear missing or if data synchronization issues are suspected.

• Advise the customer to retry the transaction after the underlying issue is resolved.