#voodooprawn
dusky wyvernBOT
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- voodooprawn, 1 hour ago, 11 messages
vagrant ice
hi there!
can you share the request ID (req_xxx)? you can find it here https://dashboard.stripe.com/test/logs
void tinsel
Hi
The weird thing about this is, we've added some funds to the "Future refunds or disputes or negative balance" and we're still getting this error
while we wait for an automated withdrawal to hit our account, we thought this would solve the issue
but we're still getting this errro
*error
yea 2 secs
vagrant ice
thanks! give me a few minutes to look into this.
dusky wyvernBOT
junior imp
👋 taking a look, give me a moment
void tinsel
cheers
junior imp
I think the issue is that you're trying to reverse transfer and the connected account doesn't have enough balance to cover that
void tinsel
hmm, we do have a Connect Reserve of £3,800.00
which feels like should cover it if needed?
also "Future refunds or disputes or negative balance" is definitely being used for something, because we put £600 in earlier and it's down to £496
*£495
junior imp
That might be for refunds created directly on the platform without reversing the transfer potentially.
junior imp
Yeah I see that you're using destination charges.
junior imp
Are they on automatic payouts? One option could be to switch to manual payouts and let the connected account accumulate balance
My understanding is that the connect reserve balance is used to cover the negative balance on the connected account, it isn't used for refunds and disputes really.
Still thinking of a workaround
void tinsel
just running to the toilet brb
back
are we 100% sure that it doesn't utilise the "Future refunds or disputes or negative balance"?
I only ask because we added £600 in there earlier today and it's gone down
and we don't have any payments that aren't destination payments to an express account
so feels like that must be used in the process somehow
also, I think the Stripe Express account that this refund is for currently has a balance of £6.2k
so I'm not sure that's the problem
junior imp
I've asked a colleague to take a look too
We'll follow up as soon as we have something
void tinsel
ok great
sorry, I realise it's a confusing one 😄
it's been confusing me all day
get Junkrat in, he'll know what to do
😅
cerulean cargo
Hey there 👋 jumping in here, I'm helping to look into this.
Based on what I'm seeing, it does look like there is an insufficient balance for the refund, and I think it is tied to the fact that the Connected Account's balance is too low to cover the transfer reversal.
I believe Connect Reserves are what kick in when an Express Account's balance would go negative, and believe those are separate from the refund balance you were referring to earlier.
https://support.stripe.com/questions/reserves-for-connect-platforms-and-connected-accounts
cerulean cargo
That's what you're seeing when you retrieve their balance?
void tinsel
in "Total balance" here I see £6275.28
cerulean cargo
I think the dashboard may show pending funds as part of the total funds (not entirely sure, we're not too familiar with the dashboard in this forum and focus more on the API)
void tinsel
is there an easy way for you to get their balance from the API?
it would take me a bit to set that up
cerulean cargo
Yup: https://stripe.com/docs/api/balance/balance_retrieve
But you'd make the request for your Connected Account:
https://stripe.com/docs/api/connected-accounts
I'm not exactly sure how to do that with Laravel Cashier (I think that looks to be what you're using) since that's Laravel's abstraction of our API.
void tinsel
I'd probably just do it with a REST client
cerulean cargo
👍 that works
void tinsel
interestingly, the dashboard when you view "their" dashboard doesn't seem to have an actual "balance" figure
there is a "on the way to your bank account" and a "upcoming payouts to your bank"
which is unlike our dashboard
let me try hitting the API
{
"object": "balance",
"available": [
{
"amount": -258000,
"currency": "gbp",
"source_types": {
"card": -258000
}
}
],
"instant_available": [
{
"amount": 0,
"currency": "gbp",
"source_types": {
"card": 0
}
}
],
"livemode": true,
"pending": [
{
"amount": 321147,
"currency": "gbp",
"source_types": {
"card": 321147
}
}
]
}
cerulean cargo
Gotcha, so yeah, looks like the available balance on the account is negative, and I think that would block the reversal of the transfer, causing the request to fail.
I'm less familiar with exactly what limits there are around the balances for your accounts, and would strongly recommend following up with our Support team on that matter as I believe they will be able to provide more context around that.
https://support.stripe.com/?contact=true
void tinsel
to be clear, that is -£2580.00, right?
I don't really understand how their balance could have got that low...
cerulean cargo
Correct, amounts are shown in the smallest unit for the given currency
It looks like there are funds on the way in to help cover that, but I'm also not sure what would have led to that.
cerulean cargo
Any time!