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.