How do I resolve a mandate error for direct debit payments via Stripe?

Problem Statement

You encounter an error when processing a direct debit payment via Stripe indicating that a valid mandate is missing or not found.

Related Scenarios

• What to do when a direct debit payment fails due to a missing mandate?
• How to re-authorize a mandate for Stripe direct debit payments?
• Steps to take if a customer's bank cancels a direct debit mandate.

Solution

When processing a direct debit payment via the Stripe gateway, you may encounter an error indicating that a mandate is required but not found. This typically occurs if the mandate was canceled by the customer's bank or by the customer themselves. To resolve this issue, follow these steps:

1. Verify with the Customer's Bank: Contact the customer and ask them to check with their bank to ensure there are no blocks or issues with their account that might have led to the cancellation of the mandate.

   • Advise the customer to confirm that their account is active and capable of processing direct debit transactions.

2. Re-authorize the Mandate: Send a 'Request Payment Method Update' email from Chargebee to the customer to re-authorize the mandate.

   • Navigate to Customers.
   • Select the customer name that you want to update.
   • In the Customer Details page, under the Billing Actions section, click on Request Payment Method Update and follow the steps to send the email.
   • Ensure the customer completes the authorization process as instructed in the email.
     

3. Retry the Payment: Once the mandate is re-established, attempt to collect the payment again.

   • Navigate to Customers. Select the same customer for which you have requested the payment method update.
   • In Customer Details page, go to History.
   • Under History, select the Invoices tab and click the invoice for which you want to collect the payment.
     
   • Click on Collect Now and confirm that the payment is processed successfully.
     

Additional Information

• Ensure that the customer's email address is correct before sending the 'Request Payment Method' email.
• If the issue persists, consider checking the Stripe dashboard for any additional error messages or logs that might provide further insights.
• Regularly update your Chargebee and Stripe integration settings to prevent similar issues in the future.
• Educate customers on the importance of maintaining active mandates for uninterrupted service.