Root Cause

• Customer-initiated cancellation: The customer canceled the mandate directly through their bank or payment platform.

• Bank or gateway cancellation: The issuing bank or gateway revoked the mandate due to policy changes or account status.

• Mandate expiration: Some mandates automatically expire after a certain period if not actively used.

Troubleshooting and Solutions

• Proactively inform customers about failed payments and guide them through the process of re-authorizing mandates or updating payment information.

• Email the customer with a 'Pay Now' link or prompt to set up a new mandate.

• Avoid retrying the payment automatically until a new valid mandate is established.