Refer to Issuer
What This Means
Similar to call_issuer, the bank is asking the cardholder to contact them about this transaction. The distinction is subtle but generally indicates a less urgent issue. SaaS businesses should treat this the same as call_issuer.
Smart retry logic can recover this payment. Use exponential backoff and retry after 24-72 hours.
Common Causes
- 1Bank wants the customer to verify their identity or the transaction
- 2Account has a non-urgent flag requiring customer attention
- 3Bank policy requires periodic cardholder verification for certain transaction types
Recovery Tactics
- 1Send a polite dunning email asking the customer to contact their bank
- 2Retry the charge after 48 hours in case the hold is automatically released
- 3Provide alternative payment options so the customer is not blocked
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FAQ
How is refer_to_issuer different from call_issuer?
In practice, they are nearly identical. call_issuer is a more direct instruction, while refer_to_issuer is a softer recommendation. Both require the customer to contact their bank for resolution.
Should I retry before asking the customer to call?
You can attempt one retry after 24 hours. If it fails again, then escalate to the customer with a request to contact their bank. This avoids bothering the customer if the issue resolves automatically.
How healthy is your Stripe account?
Get a free churn health report. Find pending cancellations, failed payments, and expiring cards putting your MRR at risk.
Run Free Audit