Unlike credit card disputes, all direct debit disputes are final and no recourse procedure is possible. So, if a customer disputes a pre-authorized payment, you must contact them directly to resolve the situation.
Important
As Plannit has been debited directly from its account for the rejection of your customer's payment, you will be invoiced by Plannit for the amount plus the fees charged by the bank by way of reimbursement, which you will be able to recharge to your customer.
Important
If a pre-authorized payment is refused, future payments may also be refused, so it's important to deactivate pre-authorizations on existing invoices. See the article Deactivate pre-authorized bill payments
How can I be sure that future payments will be accepted?
There are various reasons why a transaction may have been blocked. The table below shows the blocking categories, the reasons and the actions you need to take to ensure that future payments will be accepted.
In the case of an “unauthorized” payment refusal, there are 3 possibilities:
Customer disputes a payment
After an initial dispute, Stripe revokes the associated mandate. You must therefore ask Plannit to remove your customer's pre-authorization and return the invoice to your customer so that he can complete a new payment request.
His bank has anti-fraud tools that automatically reject the debit
Ask your customer to contact his bank and confirm that he authorizes ACH using the following Stripe IDs:
1800948598 - Stripe Payments Company
4270465600 - Stripe Payments Company
The customer has unintentionally disputed the payment
Contact Stripe, who will ask you for additional information to ensure that the customer authorizes the transaction. Once this information has been confirmed, the customer's account will be released for further use.
Here is the table of reasons for refusal shown in Stripe:
