#jike_connect-payouts

1 messages · Page 1 of 1 (latest)

timber latchBOT
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quiet boughBOT
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uncut bone
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What do you mean by payouts stuck?

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They're just never generated?

next crane
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yes

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if you want to take a look at the examples i sent above, but basically for all these accounts, the future payouts is >0 but never got a payout scheduled

image.png
uncut bone
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Ah looks like the card you have on file is expired so payouts are failing

next crane
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how do you tell that?

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oh i see it

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also could you point me to the failed payout log? It'd be helpful as well

uncut bone
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Not too familiar with the dashboard in here, so not sure the exact url

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Let me ask a colleague what's happening with those

next crane
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sounds good, thank you!

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also do you know the payout id for the failed payout you mentioned above? that will help us as well

uncut bone
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Have you tried a manual payout on those accounts?

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Can you try?

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One wasn't generated

velvet sleet
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Hi, I'm working with Jike.
Question - you initially said "payouts are failing". But it sounds like what's actually happening is that the payouts are now not even being initiated on Stripe's side (because stripe already knows that the card has expired). Is that correct?

uncut bone
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For the first examples yes

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But I'm trying to help figure out what went wrong with the last two accounts

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That's why i'm asking if you can try a manual payout to see what happens

velvet sleet
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ok, will attempt

next crane
uncut bone
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Interesting

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Can you share payout id?

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Or request id

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Ok found it

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Looks like you didn't use the same card on file though

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Was recommending you try with card_1MoV8oFYkFjGrFYcRslYQ985

next crane
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hmm it doesn't have the option to use the card one file when i do the manual pay

image.png
quiet boughBOT
astral dove
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jike_connect-payouts

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@next crane use the API itself in that case

next crane
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to do the manual payout with card on file?

astral dove
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yes

next crane
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ok i can try that

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also back to the linked account expired situation, shouldn't stripe still attempt payout and in the webhook response it'll ping us with payout.failed with a failureReason?

astral dove
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what does "the linked account expired situation" mean exactly?

next crane
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we have accounts that payouts never get generated because card has expired

astral dove
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Gotcha, then the behaviour is "expected". I put quotes because that's how it works, but I disagree that it makes sense :p

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So yeah I'm with you, something should happen to tell you about it but it doesn't and the balance just builds up unfortunately

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it's the same if the balance is too high for card payouts, they just get "stuck" and don't happen today

next crane
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is there a way for us to know about this at all? because we have a lot of customers and we can't check them manually one by one for situation like this

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would the customers be notified somehow?

astral dove
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I wish I had a better answer but no there isn't and we wouldn't notify customers in that case. As a platform this is something you would try/handle yourself for example by checking the balance of your connected accounts daily or weekly

next crane
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and let's say we check balances of connected accounts daily:

  • Is there a guideline on how to avoid hitting rate limit?
  • for those who have stuck balances, should we try manual payouts by use the API itself?
  • And i assume we won't know what exactly happened to that account without us manually checking or reaching out to support
astral dove
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We allow 100 requests per second. So there's no risk of rate limits if you do them sequentially an account at a time.

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for those who have stuck balances, should we try manual payouts by use the API itself?
it wouldn't really work. If the balance is stuck there's a "reason" like the card is expired, or the balance is too high for the card. Wouldn't happen with a bank account on file

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And i assume we won't know what exactly happened to that account without us manually checking or reaching out to support
Not sure on that front, but yes it's possible you have to talk to support

next crane
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for the reason like card is expired, is it under the balance object?

astral dove
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sorry no. I mean there's a reason the Payout isn't happening, and as a human you can "guess" or "infer". But there's nothing anywhere in the API that would tell you. There should be just there isn't 😦

next crane
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😅 got it, thanks for your explanation

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just trying to understand it for future reference