#jason-schenk_unexpected
livid axleBOT
split sinewBOT
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- jason-schenk_unexpected, 5 hours ago, 3 messages
livid axleBOT
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split sinewBOT
placid leaf
Which symbol are you referring to? Can you share the screenshot?
With reference to https://dashboard.stripe.com/payments/pi_3P5YKECrDxMU2Cew07xbypBb, the payment was succeeded
quartz river
Yes the payment has been successful, but the stripe connect gateway that we use on our platform wasn’t working.
The whole amount was transferred to our account Instead of splitting the amount between us and the seller on our platform.
This error with the stripe connect gateway only occurred when the padlock symbol appeared.
placid leaf
I'm not too sure what this lock symbol means, but the payment history showed that the payment has been successfully made. The platform should be able to transfer the funds accordingly. Is there any issue with the transfer? If so, can you share the request ID (req_xxx)? Here’s how you can find it: https://support.stripe.com/questions/finding-the-id-for-an-api-request
livid axleBOT
quartz river
req_MzoU3pSXY9CHCm
royal copper
👋 taking over for my colleague. Let me catch up.
royal copper
sorry still taking a look
quartz river
All good 🙃
royal copper
the PI you created in this request https://dashboard.stripe.com/logs/req_FwsZEHFxlxllGx and confirmed in the request you shared, doesn't have a transfer_data or destination
so it's basically a charge on your own account
quartz river
Okay, but do you know why it didn’t have a transfer_data or destination?
All other transactions had been working perfectly fine.
Our guess right now is that the customer had spent too much time in the checkout, and therefore our platform has been flagging this payment as cancelled. So maybe that’s why the charge has been transferred completely to our account instead of splitting.
Is that a thing?
Or do you know how we can customise the time a customer can spent in the checkout?
royal copper
no not really
I think the problem may have been the doing of the plugin you're using
you need to reach out to them and ask them why the destination wasn't added
royal copper
sorry I wasn't able to give you any more info, it's just that you don't own the implementation and it's really hard to debug it when the code lies somewhere else