dennis_de | Stripe Developers | Page 1

main spearBOT Feb 13, 2024, 1:44 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.

dennis_de, 3 days ago, 64 messages
dennis_de, 4 days ago, 14 messages

#

mystic delta Feb 13, 2024, 1:49 PM

#

Hi there 👋 I believe you're looking to create a Refund for that customer, but please let me know if the isntructions here do not appear to work as you're expecting in your testing:
https://stripe.com/docs/payments/customer-balance/refunding#create-return-dashboard--api

Refund bank transfer payments

Refund payments made with bank transfers, or refund a customer’s available cash balance.

lilac lynx Feb 13, 2024, 1:51 PM

#

Is the instructions_email always used? We currently have the problem that sometimes the customer is not asked for his bank details via the web interface when a refund is made, but it is simply sent back to any bank details that the customer has previously used.

#

Does the API behave differently here?

mystic delta Feb 13, 2024, 1:55 PM

#

I don't believe so. I believe it's expected behavior to try to return the funds to the bank account automatically, and triggering an email with next steps if that fails.

lilac lynx Feb 13, 2024, 2:05 PM

#

We have just checked it and unfortunately the same thing happens via the API as via the dashboard. An endless process.

#

You enter an "instructions_email", but even if the refund comes back, they simply try to pay out to the account again. We have no other way of refunding the money to the customer. Support just said that they couldn't help us either. What should we do? 😄

#

Bildschirmfoto_2024-02-13_um_15.06.52.png

#

Unfortunately, you can't see any reason why it was canceled.

#

But your statement does not apply in any case, i.e. if it is not refundable, the process then takes effect and the customer is asked for their data.

mystic delta Feb 13, 2024, 2:09 PM

#

If the refund itself can't be completed, that's something you'll need to discuss with our Support team.

lilac lynx Feb 13, 2024, 2:19 PM

#

Is there a trick to finding the right contact person in Support? Because they don't understand the problem and send us standard answers that don't help us.

#dennis_de