Bank Error & Returned Reasons

/bank-error-returned-reasons

Important TAT Policy: Do not raise a Zendesk ticket if the transaction is stuck in Bank Error/Return within 24 hours. The general TAT to reprocess is 24 hours. Only raise a ticket for bank errors if the customer is requesting a refund.

Error Code / Status	Reason	CS Action
Risk Rejected : Transaction risk rejected as per SIFT decision	Risk rejected queue.	Do not inform the reason to the customer.
Returned : Account blocked/frozen Bank Returned : Account blocked/frozen	Beneficiary account blocked/frozen.	Request the customer to contact their beneficiary to check with the bank. Suggest the customer try sending funds to another beneficiary.
Bank Returned : proxy_value - FAILURE Returned : proxy_value - FAILURE	UPI or DuitNow (MY) ID is incorrect.	Request the customer to check with beneficiary if the ID is correct. If yes, raise a Zendesk ticket to Payment Operations.
Bank Error : HTTP operation failed invoking https://api.instamoney.co/customers with statusCode: 500	TAT is T+1 to process the transaction.	If the transaction is not reprocessed within the timeframe, raise a Zendesk ticket to Payment Operations. Payops usually picks up bank error transactions within 24hrs — no ticket needed within that window.
Returned : Order canceled for general reasons Bank Returned : Order canceled for general reasons	Brazil transfer — beneficiary details are incorrect or PIX value is incorrect.	Request the customer to contact their beneficiary and check the details entered. Suggest the customer try sending funds to another beneficiary.
Returned : TXN Summary Bank Returned : TXN Summary Country: NPR — INCORRECT ACCOUNT NA	Transaction rejected — incorrect beneficiary account holder name.	Check the attachment for more details.
Returned : TXN Summary Bank Returned : TXN Summary Country: NPR — INCORRECT ACCOUNT NU	Transaction cancelled — incorrect beneficiary account number.	Check the attachment for more details.
Returned : TXN Summary Bank Returned : TXN Summary Country: NPR — CREDIT NOT ALLOWED	Sending to Nepal is not allowed for credit.	Check the attachment for more details.
Returned : Rejected Bank Returned : Rejected Returned : The payout has been returned Bank Returned : The payout has been returned	Check the bank currency. Needs further investigation with partner bank.	Raise a Zendesk ticket to Payment Operations to investigate the error reason.
Bank Returned : (05) Cardholder verification failure Returned : (05) Cardholder verification failure	Geoswift payment.	Customer can only transfer to Chinese nationals with a valid ID.
Bank Returned : 25: No record on file Returned : 25: No record on file	Account type is valid but the destination account number does not exist in the receiving financial institution's system.	Request the customer to contact their beneficiary to check with the bank. We do not have access to verify why it was rejected.
Rejected - MS02 - NOT SPECIFIED REASON CUSTOMER GENERATED	Beneficiary account is in total freeze; funds reversed back to originator.	Request the customer to contact their beneficiary to check with the bank and unfreeze their account.
Invalid parameters + [beneficiary.document.id] + does not match regex ^([aA-zZ]{2,6})?([0-9]{5,14})$	Invalid beneficiary identification value.	Do not send generic error messages to the client. Instead: Go to Transaction Log (Numbers) Click on Response under Bank Processing Scroll to the end and locate beneficiary_identification_value Review the ID entered by the client and determine whether it was valid Inform the client specifically which ID was entered and confirm the transaction was rejected due to invalid identification
⚠ Please raise a Zendesk ticket for bank errors only if the customer is requesting a refund. Do not raise any ticket if the transaction is stuck in Bank Error/Return within 24 hours.