Sofort transaction failed but the user was charged

[marinehda]

Background

It may happen that payins paid via Sofort fail but the users are charged. Part of these failed payins can be solved by MANGOPAY team (we automatically refund the users). However, another part of these failed payins come from an issue within Sofort itself: these have been transactions where a "TAN sending error" occurred. A "TAN sending error" occurs when the consumer entered his TAN but Sofort doesn't receive the response from the bank.

Recommandation

Sofort teams are aware of this internal problem. The only thing we at MANGOPAY can do is recommand that you contact Sofort team ([email protected]) directly in order to support our request to solve this issue.