#dennis_de
neat narwhal
The question is technically, even though it may not seem like it at first, not a general support case but how we best map it process-wise.
echo mica
Hi
What is the best way to proceed in such a case?
You can add customer balance and let the customer use it for later purchase:
https://stripe.com/docs/billing/customer/balance#modifying
However there is no way to do the refund using the public APIs
You may want to check if Stripe Support can do something manually for this at :
https://support.stripe.com/contact/email?topic=refunds
neat narwhal
However, the customer does not want to use the money for later purchases, but wants to have it paid out.
echo mica
There is no way to achieve this using the public APIs.
neat narwhal
Why does the 180-day limit exist at all? And another question: If I credit him how do I get the share from the Connected Account again or can I still reverse the transfer (despite the 180 days)?
echo mica
Why does the 180-day limit exist at all?
You may need to reach out to Stripe Support for this.
If I credit him how do I get the share from the Connected Account again or can I still reverse the transfer (despite the 180 days)?
How you'll credit him after 180 day ?
neat narwhal
We collect money from the customer and then pay the Connected Account a large portion of it and keep a commission. In that case, however, we should also recover the share from the Connected Account when we refund the money to the customer.
Reasons why it can still happen after 180 days are different, often dissatisfaction or similar with the provision of the service, different idea of the service or similar.
echo mica
You can create a transfer_reversal:
https://stripe.com/docs/api/transfer_reversals/create
neat narwhal
Okay, so that one goes regardless of the 180 days, fine.
The 180 days also apply to credit cards?
So for PayPal and SEPA direct debit the 180 days seems to be the limit, for credit card I could not find anything and what about bank transfer?
echo mica
I invite you to reach out to Stripe Support in order to get the exact details regarding this.
neat narwhal
Unfortunately, the regular Stripe support is usually totally clueless and out of their depth when it comes to such questions.... 😦 But well, then I try my luck there.
One more question: If I add it as Cash Balance and the customer has an IBAN (Virtual IBAN) can I pay it out? This is otherwise also possible with surplus payments.
echo mica
No
You can payout only if the customer is a Connected Account to your Platform Account
echo mica
No you can't send money to customer directly without having a payment intent refunded
neat narwhal
How does it behave if I add credit, create a payment intent on it and then refund it?
hexed jasperBOT
neat narwhal
Presumably again as a credit?
echo mica
How does it behave if I add credit, create a payment intent on it and then refun...
You can't create a PaymentIntent on a credit
neat narwhal
How can credit from a customer then be applied to a payment if not via payment intent?
echo mica
You can't send money to your end customer without doing a refund on a PaymentIntent
neat narwhal
I understand that, but what is the purpose of a credit if I can't apply it to payment intents? I was confused by the statement on this.
echo mica
What credit you are referring to exactly ? the adding funds to the customer balance ? if so, the customer balance can be used only for future purchases on Stripe.
neat narwhal
I mean the customer balance, yes
So a Customer Balance could be applied to a Payment Intent?
And if I then refund this, what happens?
echo mica
So a Customer Balance could be applied to a Payment Intent?
You can't applied to a PaymentIntent, you can't choose where to be applied. The customer balance will be applied to the next customer's invoice
neat narwhal
Customer Invoice = Stripe Billing? We do not use Stripe Billing
echo mica
Sorry, I'm not understanding you last followup. Could you please provide more details ?
neat narwhal
The customer balance will be applied to the next customer's invoice
We do not bill through Stripe, which would be Stripe Billing. So I am confused by the statement.
What is the legimate reason of Customer Balance (when I add money here for the customer) if I can't apply it when I don't have Stripe Billing?
echo mica
We do not bill through Stripe, which would be Stripe Billing. So I am confused by the statement.
So you cna't use Customer balance.
What is the legimate reason of Customer Balance (when I add money here for the customer) if I can't apply it when I don't have Stripe Billing?
Simply, you won't be able to use Customer balance in that case
pulsar dawn
👋 taking over for my colleague. Let me know if there's any follow-up Qs I can answer!
neat narwhal
And how am I supposed to refund money to a customer when they are over the 180 days?
If I can't even add credit to it for future purchases?
neat narwhal
We do not work with coupons via stripe, besides the customer wants his money back.
Doesn't feel right at all either.... and this seems to be one of those Stripe features that are not cleanly conceptualized/thought through 😦
pulsar dawn
please contact https://support.stripe.com/?contact=true they might have something else to propose
neat narwhal
Okay, thanks anyway. I'll see if the unfortunately mostly clueless first level support can solve my problem. 😮
pulsar dawn
refunds aren't only bound by Stripe constraints
pulsar dawn
Okay, thanks anyway. I'll see if the unfortunately mostly clueless first level s...
I'm not sure why you're being a bit rude here. it's really uncalled for!
neat narwhal
No, you misunderstood me. I'm not being rude, really I'm not. But it is a fact that first level support is often clueless and such cases take weeks to get an answer. Stripe is simply not good at that.