Root Cause

• Customer dispute: The customer claims they did not authorize the transaction.

• Fraudulent activity: Unauthorized use of a card or account information.

• Incorrect mandate setup: The transaction was processed without a valid authorization or mandate on file.

• Bank rejection: The issuing bank determined the debit was not approved by the account holder.

Troubleshooting and Solutions

• Inform the customer that a debit was attempted on their account without proper authorization.

• Initiate a refund from your end to avoid any chargebacks.

• Ask the customer to:

  • Confirm if the debit was valid and, if not, take steps to prevent future unauthorized charges.

• Internally:

  • Suspend further billing attempts for the affected payment method.

  • Verify if a valid mandate or authorization record exists for the transaction.

  • Support the customer with any dispute documentation required by the bank.