#dennis_de
astral shoreBOT
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- dennis_de, 2 hours ago, 14 messages
limpid aspen
I just can't shake the feeling that there's a bug 😄
I can no longer find the credit in the customer, not even via the dashboard, and we never had this message before.
Customer ID: cus_NpeBdBX2hP9O01
Here is an insight into the history of the credit account.
low thorn
This should be how to list those via the API https://stripe.com/docs/api/customer_balance_transactions/list
Which message? Just the last one about being transferred to Stripe balance?
low thorn
I am not immediately sure. Looking in to this and will get back to you
limpid aspen
"Unapplied from payment" was on Feb 6, 1:09 PM and a few minutes later came "Balance Transfer".
Okay, thanks
I'll wait here, I just have to go to a meeting. So please don't close the thread unless I reply directly.
astral shoreBOT
limpid aspen
I‘m back 🙂
low thorn
Awesome, was just consulting with my colleagues, here is what happened:
- You received a partial amount bank transfer back in October but it only partially paid the PaymentIntent so there was no full reconciliation
- Then on Feb 6 you updated the PI amount (https://dashboard.stripe.com/logs/req_peZAdfHgbtvJXX) to match that of the Bank Transfer. This "detached" the Bank Transfer from that PaymentIntent
- You tried to manually reconcile that Cash Balance amount to the newly updated PaymentIntent by confirming and then applying but those requests failed because your call used off_session: true: https://dashboard.stripe.com/logs/req_1IsVaUm9fu9ZQJ / https://dashboard.stripe.com/logs/req_Jvhe9f8j4sPWSN
- ~10 mins later we swept this Customer Balance because it had been greater than 3 months since the initial Bank Transfer so that is why it got applied to your Stripe Balance without getting directly reconciled to a PaymentIntent
My colleague also pointed to these sections from our customer balance doc that are relevant
Instruct your customer to send another bank transfer with the new amount_remaining to complete the payment. If you want to complete the payment with the partially applied funds, you can update the amount and confirm the PaymentIntent again.
And specifically this callout
Caution
When you change the amount of a partially funded PaymentIntent, the funds are returned to the customer balance. If other PaymentIntents are open, Stripe funds those automatically. If the customer is configured for manual reconciliation, you need to apply the funds again.
https://stripe.com/docs/payments/bank-transfers/accept-a-payment?platform=web&invoices=without#element-confirm-success
limpid aspen
Does that mean the money has gone back to the customer?
Because I no longer see the payment in the customer itself.
low thorn
As in the payment intent is no longer showing? Or something else
My understanding is that it was your balance but I will double check
limpid aspen
As it seems to me from the protocol, the payment was not applied to a payment intent last. The last entry is the "Balance Transfer". But I don't understand where the balance was transferred to.
Or moment: Does the balance transfer mean that it was simply credited to us as a balance (the general balance, independent of the customer) that was paid out? In full?
That would be fatal, as every payment intent has an allocation with us and transfers are also linked to this.
Legally, we are not entitled to 100% of the payment but only a commission.
low thorn
As far as I can tell it went to your Stripe balance. The customer balance transaction (ccsbtxn_1OgnaCJZUpJ6fJ994Myz4kVP) has a balance transaction object (txn_1OgnaCJZUpJ6fJ99s65BaG3S) that shows funds going to your balance
limpid aspen
Of course, it would be good if the credit transaction object was linked on the account statement, like the others, so that this could be tracked.
low thorn
In future, it looks like it would be better to make this confirm request without the off_session: true parameter. As the error message from that call says, that payment method does not support off_session: true.
limpid aspen
But I thought remaining balance is always refunded to the customer automatically after x days?
low thorn
Do you know what doc you saw that in? Trying to find that now
limpid aspen
I'll have a quick look to see if I can still find it...
low thorn
And I would think it would be in the statement but we are outside of my realm of knowledge on that one. That is something that support can speak to better (as well as what you may be able to do now for this customer) https://support.stripe.com/?contact=true
limpid aspen
Remaining balances must be applied to a payment or refunded to the customer by the date noted. These balances occur when customers pay using bank transfers, but not all of the money is applied to a payment.
This is directly under https://dashboard.stripe.com/customer-balances
However, it doesn't clearly state the consequence, but I think that the e-mail notifications did.
But anyway, how do we solve this now? As I said, we are not entitled to 100% of the money, but the payment intent must be served so that the money is divided among the suppliers. What would be the best approach here? It's not an option to solve this outside of stripe, as we sometimes can't pay the supplier any money at all.
low thorn
Unfortunately I do not know your options there and would reccommend talking to our support team
limpid aspen
In future, it looks like it would be better to make this confirm request without...
What error message are you talking about here? I only see 200s in the customer logs?
low thorn
limpid aspen
Okay, thanks. I'll discuss this workflow with the developers.
Is there an option on the account side that the money is not simply transferred to the balance?
low thorn
Looking in to that
limpid aspen
It should actually be here (https://stripe.com/docs/payments/bank-transfers#customer-balance), but there is no mention of what happens if the 90 days are exceeded. You urgently need to improve this!
low thorn
Absolutely will flag that
limpid aspen
I'm just looking for another e-mail to see what it says...
I have found it!
Please ensure that the funds are used to accept a payment from this customer by creating an Invoice or a PaymentIntent, or return the funds to the original sender. If the funds are not used to accept a payment, we will automatically attempt to return them to the customer 90 days after the date they were added to the balance.
We have always assumed that if it remains for 90 days and we do not assign it, it will be returned to the customer but not simply added to our balance (without authorization).
low thorn
Gotcha, I will flag that we can improve that verbiage as well.
And unfortunately we do not have a setting to prevent this automatic transfer after 90 days but I am raising a feature request for that
limpid aspen
Okay, thanks. It's just super annoying that we now have the problem in total, including our processes that were built on the basis of your documentation/emails, and that we are being referred to general support. 😦
Because the general support, I'm sorry to be so honest, is really poor and the issue will drag on for weeks. In the meantime, the supplier (who has probably already delivered the goods and won't get his transfer) is breathing down our necks.
Is there an option here that I open the ticket regularly but you enrich it with the findings or link it to this chat so that the process ends up directly in the right team and I don't have to go through the first level steps forever?
It would be great if we could find a compromise. I really appreciate your help.
low thorn
If you DM me your email, I can try link to this chat, but unfortunately I don't really have findings that I haven't shared here and I don't have a way to push on our support team. I think the main thing to share with them would be our explanation of how this happened step by step from the earlier message #1205525613293740172 message
limpid aspen
Okay, thanks.
But I think I have an initial solution in mind for this case at least.
As soon as the balance is paid out, we send the money from our account to the customer's VIBAN so that the credit balance is back on it and service the payment intent.
That should work - right?
low thorn
That sounds plausible, I don't think transfers need the funds to come from a specific other bank account, but frankly I do not know enough about this payment method to give that advice with confidence. I would suggest double checking that with the support team as well.
limpid aspen
The dashboard also says otherwise 😄
So really at every point you communicate that it will be sent back to the customer and not that it will be sent to your own balance. That's really bad.
I also used the "Share feeback" function on the dashboard again and described it precisely there.
Perhaps this will get it to the right team more quickly.
It will certainly not only affect us...
low thorn
Thanks for raising feedback on those as well. Submitting feedback through that form should get to the right team. That would definitely be a better place to raise these than in this thread going forward.
limpid aspen
Okay, thank you for your time and investigative support. Have a nice weekend. Until the next edge case. 😄
low thorn
Of course, you too! Good luck resolving this