Table of reasons for chargeback
| ISO code | Reason - Description | Required action |
|---|---|---|
| AC01 | Account Identifier incorrect
| Contact the buyer to confirm the correct IBAN. Via the Merchant Back Office, update the token in order to update the BIC and/or the IBAN. Re-submit the payment (see next chapter). |
| AC04 | Account closed The account has been closed. The buyer may have used an old account number or closed the account since the mandate was implemented. | Contact the buyer to obtain the details of the new account. Via the Merchant Back Office, update the token in order to update the BIC and/or the IBAN. Re-submit the payment (see next chapter). |
| AC06 | Account blocked The account has been blocked for direct debits:
| Contact the buyer to request a replacing payment account. Via the Merchant Back Office, update the token in order to update the BIC and/or the IBAN. Re-submit the payment (see next chapter). |
| AG01 | Transaction forbidden on this type of account The SEPA direct debit cannot be implemented for this type of account. E.g.: savings account. | Contact the buyer for information about the account to be used. Via the Merchant Back Office, update the token in order to update the BIC and/or the IBAN. Re-submit the payment (see next chapter). |
| AG02 | Invalid bank operation code Technical error | Contact the payment gateway. |
| AM04 | Insufficient funds The debtor’s bank could not cover the direct debit due to insufficient funds. | Contact the buyer so that he or she credits the account, and re-submit the payment (see next chapter). |
| DNOR | BIC code of the debtor’s bank unknown or does not match the IBAN. | This may occur if the IBAN corresponds to an account in Switzerland but the debtor’s address has not been transmitted. |
| AM05 | Duplicate collection Collection has already been made. This could either be due to an incorrect transaction ID, or if two transactions have been submitted. | Check whether the collection is really duplicate. |
| BE05 | Identifier of the Creditor Incorrect The provided Creditor ID is incorrect or invalid. | Send the the ICS (Creditor Identifier) to the administrator of your payment gateway. |
| FF01 (Previously MD03) | Invalid file format Technical error | Contact your payment gateway. |
| FF05 | Invalid local instrument code Technical error | Contact your payment gateway. |
| MD01 | No mandate The mandate for the buyer's account is no longer valid. The mandate may have been canceled by the buyer. It is also used when a customer requests a refund, stating that the transaction was not authorized. This can occur up to 13 months after the settlement. | Check the expiration date in the Merchant Back Office. In case of a refund, contact the buyer for more information. |
| MD02 | Mandate data missing or incorrect Technical error. | Contact your payment gateway. |
| MD03 | Invalid file format Technical error. | Contact your payment gateway. |
| MD06 | Return of funds requested by end customer The buyer has requested a refund of an authorized transaction. May be received up to 8 weeks after the settlement. | Contact the buyer. |
| MD07 | End customer deceased You have attempted to set up a mandate for the account of a deceased individual. Extremely rare. | Terminate the agreement. |
| MS02 | No specified reason by customer The buyer rejects the direct debit. This code may be received pre- or post-settlement, depending on how quickly the buyer's bank responds to the rejection. | Contact the buyer. |
| MS03 | Non specified reason by agent One of the most common error codes. Often used when banks choose to not provide more specific explanatory codes, such as MD07 and AM04, due to data protection reasons. | Contact the buyer to request if he or she can contact their bank to find out the reason for rejection. |
| RC01 | Invalid BIC The BIC code provided by the buyer is incorrect. | Contact the buyer to confirm the correct BIC. Via the Merchant Back Office, change the token in order to update the BIC. Re-submit the payment (see next chapter). |
| RR01 | Missing debtor account or identification Technical error. | Contact your payment gateway. |
| RR02 | Missing debtor name or address Technical error. | Contact your payment gateway. |
| RR03 | Missing creditor name or address Technical error. | Contact your payment gateway. |
| RR04 | Regulatory reason R04 can be used for a regulatory reason different from RR01, RR02 or RR03. | Contact your bank and request that they contact the buyer's bank to find out the reason of the rejection. |
| SL01 | Specific service offered by debtor agent The request clashes with specific instructions that the buyer has configured for his or her account. E.g.: the creditor is blacklisted. | Contact the buyer. |
| TM01 | Cut off time The time limit has passed. | Contact your payment gateway. |