Subscriptions FAQ

What are the various eNACH transaction failure reasons?

Once the eMandate is successfully created, the corresponding transactions can get declined due to the reasons listed below:

Transaction Failure Reason

Detailed Description

Resolution

Balance Insufficient

This error is displayed when the end-customer does not have sufficient balance in their account.

In this case, due to payment failure, the end-customer will be asked to pay a fine of amount equivalent to the cheque bounce charges by the destination bank.

The merchant can present the transaction again.
It is recommended to contact the end-customer before retrying the failed transaction. A total of 3 retries are allowed before the start of the next cycle.

Not Arranged For or Exceeds arrangement

This error is displayed when the end-customer does not have sufficient balance in their overdraft account.

The merchant can present the transaction again. It is recommended to contact the end-customer before retrying the failed transaction. A total of 3 retries are allowed before the start of the next cycle.

Customer to refer to the branch

This error is displayed when the reason for the decline is unclear and the destination bank is expecting the end-customer to contact them for further clarification.

Merchant can contact the end-customer and recommend the end-customer to contact the bank and provide further clarification.

Account Closed

This error is displayed when the account has been closed and thus all the associated mandates were deactivated.

Further action cannot be taken in this scenario. The merchant can create another mandate for the end-customer to continue with the debit.

Invalid UMRN or Inactive Mandate

This error is displayed when the mandate has been de-activated by the NPCI's system. Usually when the mandate has not been debited over a prolonged period of time.

Further action cannot be taken in this scenario. The merchant can create another mandate for the end-customer to continue with the debit.

Mandate Cancelled

This error is displayed when the mandate has been cancelled. This can be merchant initiated or end-customer initiated.

Further action cannot be taken in this scenario. The merchant would have to create another mandate for the end-customer to continue with the debit.

No Such Account

This error is displayed when the account has been closed or no longer available. Thus all the associated mandates were deactivated.

Further action cannot be taken in this scenario. The merchant would have to create another mandate for the end-customer to continue with the debit.

A/c Blocked or Frozen

This error is displayed when all the withdrawals, purchases or transfers have been halted for this account. Hence, the presentation is not successful.

The merchant must contact the end-customer to resolve this issue.

Payment Stopped by Drawer

This error is displayed when the presentation has been stopped at the request of the end-customer.

The merchant must contact the end-customer to resolve this issue.

Payment Stopped under Court Order/Account Under Litigation

This error is displayed when the presentation has been stopped at a Court order.

The merchant must contact the end-customer to resolve this issue.

Customer name mismatch

This error is displayed when the account holder's name provided during mandate creation does not match the account holder's name at the time of presentation.

Since the mandate cannot be edited, the merchant must create a new mandate with the end-customer.

Network Failure (CBS)

This error is displayed when the Core Banking System(CBS) of the destination bank has a network failure. Generally, all the presentations for the affected bank would fail for the day.

The merchant can try to present the transaction again. The transaction is expected to go through once the system is up.

Returned as per customer request

This error is displayed when
the presentation has been stopped at the request of the customer.

The merchant must contact the end-customer to resolve this issue.

KYC Documents Pending

Typically end-customer is expected to do a KYC for the bank account at least once in 3 years. On such cases, the presentation could be stopped by the bank, and this error message is displayed.

The end-customer must complete the KYC post which the merchant can try to present the transaction.

Documents Pending for Account Holder turning Major

This error is displayed when the documentation is pending.

End customer must complete the documentation process at the bank.

Account Inoperative

This error is displayed when there are not transactions in an account for the last 3 months. All the associated mandates are deactivated.

Further action cannot be taken in this scenario. The merchant would have to create another mandate for the end-customer to continue with the debit.

Dormant Account

This error is displayed when there are not transactions in an account for the last 6 months. Account is dormant and all the associated mandates are deactivated.

Further action cannot be taken in this scenario. The merchant would have to create another mandate for the end-customer to continue with the debit.

Small account, First Transaction to be from Base Branch

For a bank account type - small account, the first transaction must happen at the home branch.

Account reached maximum Debit limit set on account by Bank

This error is displayed when the end-customer has sufficient balance in their account but the account has already reached the maximum limitation set for security reasons.

The merchant must contact the end-customer to increase the limit and then they try to do another presentation.

Account Holder Expired

This error message is displayed when the account holder has expired.

Account under litigation

This error is displayed when
an account is currently under legal action.

Further debits are not possible for this bank account. A new mandate must created with a different bank account to take this forward.

Aadhaar number not mapped to the account number

This error is displayed when the end customer Aadhaar number is not linked to the bank account.

The end-customer must link the Aadhaar number with the bank account post which the merchant can try to do another presentation.

Customer Insolvent / Insane

Further action cannot be taken for this error message. The merchant would have to create another mandate with a different bank account.

Item cancelled

This error is displayed when the end-customer has cancelled the presentation.

The merchant must contact the end-customer to get this resolved post which the merchant can try to do another presentation.


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