draakar

[vernal tartan]

Can you share examples please

[steel light]

Just a second

Example for Account acct_1JV4jAHJVYN0FWGW (in sandbox)

• Sep 29th: Transaction py_1NvZvzHJVYN0FWGWgaGl2ISN took place
• Oct 2nd: Transfer tr_3NvZvcAuYSIPDqfI0arCqsVN associated with the above transaction was paid out
• This transfer was tied to the payout po_1NwEqIHJVYN0FWGW5BHktM2w which arrived at the bank account on Oct 2nd
• Oct 12th: Refund attempt for Transaction py_1NvZvzHJVYN0FWGWgaGl2ISN failed (which would have reversed Transfer tr_3NvZvcAuYSIPDqfI0arCqsVN) and the error was "You are unable to refund this order due to insufficient funds in your Stripe account balance"

[vernal tartan]

Can you share the ID (req_xxx) of the failing API request? https://support.stripe.com/questions/finding-the-id-for-an-api-request

[steel light]

yep sure

req_MGPFWJW3wjZJtU

[vernal tartan]

That's a request from October 12th. That right?

[steel light]

yes

[vernal tartan]

Yeah hard for me to dig into specifically why that failed as it's beyond log retention, and I don't know what account balance was at the time

Do you have a more recent reproduction?

[steel light]

let me check if I have a more recent reproduction

20 november is good?

[vernal tartan]

Should be

I suspect that this might be related to the charge (used as source_transaction for original transfer) being paid out and it just being a poorly phrased error

[steel light]

For tr_3OCr26GOs2bxG0Rw07QlPpSM you can check that the request req_9h5jeZlgQOSerN failed through the API then the req_eV8yIFqO7Vb78k done through the UI have succeded and the amount parameter is the same. Why was it possible to be done through the UI and not through the API?

[vernal tartan]

Looks like the related Charge was refunded in between those attempts: https://dashboard.stripe.com/logs/req_ms8aEgD5KUUdO5

Which I suspect is related somehow

[steel light]

🤔

[vernal tartan]

Ok, adds up now. There's a flag on your account which specifically prevents balance checks on transfer reversals when the related charge is refunded

[steel light]

there was a lot of tries

Oh really? How can we turn off that?

[vernal tartan]

Yep, look at the timestamp of the refund request I just shared: 13:11

[vernal tartan]

Why that is there, I do not know. But if that is an issue for your account then I'd recommend speaking with your AE/AM

[steel light]

Because we moved to a transfer model to pay our connected accounts, so if we refund we need to revert the amount transferred as well

[vernal tartan]

Not somethign you can control, nor do I have context as to why it was added I'm afraid

[steel light]

Okay what should I ask for?

[vernal tartan]

Hang on

Ok, seems like in this case the acct_xxx just doesn't have sufficient available balance to reverse the transfer?

[steel light]

It did have, as you can see we were to do it manually

[vernal tartan]

No, that's unrelated to the balance. In fact that suceeded despite it as I explained

[steel light]

At the time my colleague checked that the account had GBP1000+ available and the next payout would only 3 days after

[vernal tartan]

You've a flag on your account that will bypass balance checks if the underlying charge is refunded, which was the case here

[steel light]

So what should I ask for stripe support?

Just find it odd that it only checks via API calls and not trough UI interaction

[vernal tartan]

It's not related to the source of the API request

[steel light]

I'm finding it hard to connect the dots, because it is always the case when we cannot do it trough API that if someone goes to Stripe website and click refund it works 🤔

[vernal tartan]

Look at the timeline:

• Reversal that failed because of insufficient balance: 2023-11-20 12:18:54 UTC (https://dashboard.stripe.com/logs/req_9h5jeZlgQOSerN)
• You refunded the charge used as the source_transaction for the original transfer: 2023-11-20 13:11:55 UTC (https://dashboard.stripe.com/logs/req_ms8aEgD5KUUdO5)
• Subsequent reversal after refund succeeds because of the flag/gate on your account I referenced: 2023-11-20 13:12:09 UTC (https://dashboard.stripe.com/logs/req_eV8yIFqO7Vb78k)

[steel light]

So what should be the order of facts for the refund? And why it does work sometimes and other not?

[vernal tartan]

Why that flag/gate that is influencing this behaviour is on your account I do not know, but if it's behaviour undesirable for your integration then you either:

• Workaround it
• Speak to support and/or your AE/AM and we can delve into it further

But we're beyond the remit of Discord right now

[steel light]

Okay so what should I ask my AE/AEM?

[vernal tartan]

Because I explained, you have a flag on your accout that bypasses a balance check on an account for a revsersal whenever the payment is refunded

[vernal tartan]

Explain the behaviour, reference this thread.

[steel light]

All right will copy the link

[vernal tartan]

They can look at why your account is flagged, whether it can be removed, etc

[steel light]

Thank you very much for your help!

[vernal tartan]

np

[steel light]

Have a good day

[vernal tartan]

you too