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gateway

gateway.compliance.unauthorized_debit

The mandate on the customer's account is no longer live. This may be due to customer cancellation or expiration after 36 months of inactivity. If related to a RCUR request, the mandate cannot be reinstated. Also, be aware that customers can claim unauthorized transactions for up to 13 months after settlement.

Recommended Customer Message

The mandate on your account is no longer active. This could be because you canceled it, or it may have expired if not used for 36 months. If you believe a refund is necessary due to an unauthorized transaction, you can request it within 13 months of settlement.

Root Cause

  • Mandate cancellation by the customer: The customer has explicitly canceled the payment mandate on their account.

  • Mandate expiration: In accordance with regulatory guidelines, the mandate expired after a long period of inactivity.

  • Unauthorized debit claim: The customer may have raised a dispute, claiming the transaction was unauthorized, leading to the cancellation of the mandate.

Troubleshooting and Solutions

  • Inform the customer that they must set up a new mandate if they wish to continue using this payment method.

  • Advise the customer to verify their mandate status with their bank if they believe the cancellation or expiration was unintentional.

  • Contact the payment gateway support to check the status of the mandate.

  • Clearly communicate to customers about the payment collection to avoid it being treated as an unauthorized transaction & raising disputes.

  • Provide an easy option to request a refund and cancel or downgrade subscription so that users don't have to cancel mandates or raise disputes with their banks.