If you encounter a 400 error when attempting to remove a payment method from a customer’s policy, here’s how to handle the interaction and what to communicate.
What’s Happening
There is an intermittent issue that prevents some payment methods from being removed in the system. When this error appears, you won’t be able to complete the removal—this is expected behavior until a fix is deployed.
What You Should Say to the Customer
“We’re currently experiencing an issue that sometimes prevents payment methods from being removed. Our team is actively working on a fix. The remaining payment method set as default is what will continue to be used."
What You Should Do
- Let the customer know that their default payment method will continue to be used.
- Ensure the customer wants to keep the current default payment method.
- Reassure them that nothing additional is required on their end.
- Avoid attempting repeated removals—the same error will occur.