brian-dispute-submit | Stripe Developers | Page 1

lapis skyBOT Feb 9, 2024, 6:35 PM

#

Hello! We'll be with you shortly. Below are links to other discussions we've had with you in the past week in case you want to review that information. If your question is related to one of these previous discussions, please provide a comprehensive summary of the current state and what you need help with now. We help many users simultaneously, so a summary allows us to resolve your issue as soon as possible.

brianpawpartner, 2 days ago, 25 messages
brianpawpartner, 2 days ago, 4 messages

vocal egret Feb 9, 2024, 6:36 PM

#

Hi 👋

Can you share an API request ID for the dispute requests? They will start with req_

Here's how you can find a request ID: https://support.stripe.com/questions/finding-the-id-for-an-api-request

shut rain Feb 9, 2024, 6:37 PM

#

Yep

#

Here's the "submit" request for the one we are trying to submit

#

https://dashboard.stripe.com/logs/req_2TEAOAoPP6Xdl4

Stripe Login | Sign in to the Stripe Dashboard

Sign in to the Stripe Dashboard to manage business payments and operations in your account. Manage payments and refunds, respond to disputes and more.

vocal egret Feb 9, 2024, 6:37 PM

#

Thanks! Taking a look

shut rain Feb 9, 2024, 6:38 PM

#

thank you

vocal egret Feb 9, 2024, 6:38 PM

#

The API response also states the current status of the Dispute object is needs_response.

shut rain Feb 9, 2024, 6:38 PM

#

Yep I see that

#

we're trying to submit it

#

we stage it first to attach evidence files

#

then issue an update with "submit=true"

#

that's supposed to submit it

#

we've done a few of these before and they've worked

#

this is the first one we noticed did not actually submit and I'm not sure why

vocal egret Feb 9, 2024, 6:46 PM

#

I'm reviewing our docs on submitting evidence via the API https://stripe.com/docs/disputes/api and I'm not seeing any clarification.

#

When I review the Dispute object itself I can see the evidence you provided

shut rain Feb 9, 2024, 6:47 PM

#

yeah I think it should be working

#

that's what's weird is it just doesn't seem to actually submit

#

our card processing team said they submitted this one earlier as well

#

I reset the status this morning so they could try again

#

and that's when I saw it was not actually submitting

#

but the API calls look good

vocal egret Feb 9, 2024, 6:52 PM

#

I am seeing the evidence submitted were files, is that correct?

shut rain Feb 9, 2024, 6:53 PM

#

Yes - and I think some text as well

#

uncategorized text and file I believe

vocal egret Feb 9, 2024, 6:57 PM

#

Is it possible this evidence falls under the Visa CE 3.0 categorization? https://stripe.com/docs/disputes/categories#visa-ce-30

shut rain Feb 9, 2024, 6:57 PM

#

uh I'm not sure

#

let me check that link

#

I guess it could, but I'm not sure how I would tell

#

if our evidence was missing something that was required, I would think that the submit call wold fail with an error

#

as it is the API call succeeds, which makes our system think it was succesful

#

we move the tracker to "submitted"

#

but on Stripe's end it is still open so could get overlooked

#

going to be afk for a couple minutes

vocal egret Feb 9, 2024, 7:10 PM

#

Okay reviewing the API calls associated with this dispute, I am even more confused. It does not show the request you shared (where sumit is ste to true)

shut rain Feb 9, 2024, 7:11 PM

#

It's this request

#

https://dashboard.stripe.com/logs/req_2TEAOAoPP6Xdl4

Stripe Login | Sign in to the Stripe Dashboard

Sign in to the Stripe Dashboard to manage business payments and operations in your account. Manage payments and refunds, respond to disputes and more.

#

I am looking at the dispute in the dashboard

#

can I post that link here?

vocal egret Feb 9, 2024, 7:12 PM

#

It won't work for me

shut rain Feb 9, 2024, 7:12 PM

#

actually its the payment intent

#

pi_3OAxL0DbVO0r1ghH1FFMSbAS

vocal egret Feb 9, 2024, 7:12 PM

#

Dashboard requests don't, since it's not my dashboard

shut rain Feb 9, 2024, 7:12 PM

#

Yeah I kind of thought that might be the case

vocal egret Feb 9, 2024, 7:12 PM

#

But I usually just copy the request ID or object ID

shut rain Feb 9, 2024, 7:12 PM

#

but viewing that payment intent I see all the dispute calls

vocal egret Feb 9, 2024, 7:13 PM

#

~I do too...except the last one. The most current dispute call is passing the following params:~

{
  evidence: {
    uncategorized_file: "file_1OhyncDbVO0r1ghHwphwHDpx",
  },
  submit: "false",
}

Nevermind. that was just the last Event

shut rain Feb 9, 2024, 7:14 PM

#

Yeah I see it on my end

#

ok cool

#

the newest entry in "events and logs" for that payment intent is the one I see

#

request is

#

{
  "submit": "true"
}```

vocal egret Feb 9, 2024, 7:16 PM

#

Yeah I'm reaching out to some colleagues because I'm stumped on this one

shut rain Feb 9, 2024, 7:16 PM

#

thank you so much for the help

#

I've got some other stuff going on but will check back in every few minutes - if for some reason I don't respond give me a few and I will

#

thank you

lapis skyBOT Feb 9, 2024, 7:24 PM

#

brian-dispute-submit

vocal egret Feb 9, 2024, 7:31 PM

#

Okay, it looks like this is an intermittent bug on our end. The API sometimes does not respond when the only field you provide is submit. The recommended work-around is to include an evidence parameter as well, like passing the custoner_email_address with the same value as it's currently set to.

shut rain Feb 9, 2024, 7:32 PM

#

OK good to know

#

I will get that updated and we'll try submitting again

#

I can try in the next 5 mins or so

#

I'll update here if that is OK

vocal egret Feb 9, 2024, 7:33 PM

#

Sure thing

shut rain Feb 9, 2024, 7:40 PM

#

Yep looks like that worked

#

thank you

lapis skyBOT Feb 9, 2024, 7:44 PM

#

vocal egret Feb 9, 2024, 7:45 PM

#

Great 🎉 I'm glad we were able to resolve this.

#brian-dispute-submit