#thebootroo
spare sphinx
cold bramble
Hello 👋
Can you share the screenshot and the result you receive in the API request?
timid wedge
hi, i can't because it happened a few hours ago and the client sent us the screenshot he made, we don't have a log of what result the API gave. But in the code there is no processing done on the API response, we just take amount + currency from the pending and available sub objects and we display them unchanged.
i am trying to crawl the server's log to find something but i'm not even sure this API call is logged...
but are there some conditions where the API can respond with negative balances even though there was no negative operation on the account ?
cold bramble
Can you share the account ID where they saw the negative payout?
AFAIK a negative payout means that their balance went negative for ~some reason (refunds, disputes, account debit etc) so Stripe attempted to debit their external bank account
I can check their balance history and confirm
Typically our support team is better at this than us but I can take a brief look
timid wedge
it's the connected account acct_1NLMtKPHZeXVYjiw
there was only positive operations, and 1 single payout
paying - payout = 221.50 €
but their UI (using API) displays :
pending : -37.17 €
available : +258.67 €
Those numbers seem illogical, but summing them up makes 221.50 € which is the value displayed on the Stripe account webpage
our clients asks us what the negative value means, and we can't answer him because we don't understand ourselves
cold bramble
We have docs on negative balances here
https://stripe.com/docs/connect/account-balances#accounting-for-negative-balances
timid wedge
yep we already read them, and it doesn't seem to match our customer's case
as there was no negative operation (refund, reversal, etc) and the payout that was done is smaller than the total payin sum
i can see in the Stripe Dashboard the log of the API calls to the Connected Account and there are succesful calls to /v1/balance, sadly Stripe doesn't keep the body of the response for successful calls...
cold bramble
hmm I see what you mean
Seeing the available balance 258.67 EUR
Total balance as 221.50 EUR
timid wedge
how can "available" balance be greater than sum(payins)-sum(payouts) ? and why does "pending" balance come up negative to compensate the difference ?
cold bramble
I think the confusion could be the diff in terms used by dashboard vs the API
Are you able to call the balances API for this connected account and share the response you receive from it?
https://stripe.com/docs/api/balance/balance_retrieve
timid wedge
{
"object": "balance",
"available": [
{
"amount": 25867,
"currency": "eur",
"source_types": {
"card": 25867
}
}
],
"livemode": true,
"pending": [
{
"amount": -3717,
"currency": "eur",
"source_types": {
"card": -3717
}
}
]
}
as you can see, there is still this negative pending balance
when you make pending+available you find the right value but this negative pending balance makes no sense on an account that had only positive operations
it's very confusing for the client
cold bramble
Okay, so the outstanding question is where did the negative balance come from.
I've looked in recent payments but not seeing much there. Let me check previous payouts..
timid wedge
there was only 1 payout, 518.09 €
still in transit btw
and the -37.17 isn't even the amount of one of the payins, or even the sum of two of them. Seems reaaly out of nowhere
cold bramble
Looking..
I asked a colleague to take a look too, we're having a hard time locating the negative transaction.
As I mentioned earlier this falls in our support team's expertise
We'll timebox for a few more minutes, if we can't find anything then I'd recommend working with support team via
https://support.stripe.com/?contact=true