Description

The payment was returned or declined because the debit was not authorized by the account holder. This can occur when the customer disputes the transaction, when there is suspected fraudulent activity, or when the mandate or authorization on file is missing or invalid.

Recommended Customer Message

This payment was not authorized. If you did not recognize this transaction, please contact your bank. Otherwise, please set up a new payment authorization to continue.

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.
• 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.