A method for resolving an abnormal event, wherein an abnormal event comprises the failure of a process such as an online payment, the method comprising: obtaining, by a server, interaction data between a user and the server; detecting, by the server and based on the interaction data, whether an abnormal event occurred; obtaining (S 103), by the server, attribute information of the user when the abnormal event occurred, the attribute information comprising one or more of: user gender, user age, information indicating whether an account of the user is bound to a bank card, information indicating whether real-name authentication is performed of the user account, or information indicating whether a payment function of the user account is enabled; searching, by the server, a plurality of records of a locally stored first correspondence between the attribute information corresponding to the abnormal event and a plurality of causes, wherein the plurality of records are stored in a decision tree model, wherein the decision tree model comprises respective weights between i) nodes storing attribute information of abnormal events and ii) nodes storing causes of the abnormal events; selecting, by the server, a record from the plurality of records that comprises the attribute information, the selecting comprising a) traversing the decision tree from a root node that represents the abnormal event to a node that stores the attribute information of the user, and b) identifying a node that is connected to the node that stores the attribute information of the user and has a largest weight; determining, by the server, a cause of the abnormal event based on the cause stored at the identified node in the selected record; resolving, by the server, the abnormal event based on the determined cause; receiving feedback data from the user based on a resolving result obtained from the server, wherein the resolving result indicates whether the resolving was successfully performed or not, and when the feedback data comprises an agreement identifier that indicates that the user agrees with the resolving result, adding a weight to a record that comprises the attribute information and the determined cause to the first correspondence. obtaining, by a server, interaction data between a user and the server; detecting, by the server and based on the interaction data, whether an abnormal event occurred; obtaining (S 103), by the server, attribute information of the user when the abnormal event occurred, the attribute information comprising one or more of: user gender, user age, information indicating whether an account of the user is bound to a bank card, information indicating whether real-name authentication is performed of the user account, or information indicating whether a payment function of the user account is enabled; searching, by the server, a plurality of records of a locally stored first correspondence between the attribute information corresponding to the abnormal event and a plurality of causes, wherein the plurality of records are stored in a decision tree model, wherein the decision tree model comprises respective weights between i) nodes storing attribute information of abnormal events and ii) nodes storing causes of the abnormal events; selecting, by the server, a record from the plurality of records that comprises the attribute information, the selecting comprising a) traversing the decision tree from a root node that represents the abnormal event to a node that stores the attribute information of the user, and b) identifying a node that is connected to the node that stores the attribute information of the user and has a largest weight; a) traversing the decision tree from a root node that represents the abnormal event to a node that stores the attribute information of the user, and b) identifying a node that is connected to the node that stores the attribute information of the user and has a largest weight; determining, by the server, a cause of the abnormal event based on the cause stored at the identified node in the selected record; resolving, by the server, the abnormal event based on the determined cause; receiving feedback data from the user based on a resolving result obtained from the server, wherein the resolving result indicates whether the resolving was successfully performed or not, and when the feedback data comprises an agreement identifier that indicates that the user agrees with the resolving result, adding a weight to a record that comprises the attribute information and the determined cause to the first correspondence.