#ssbjsb_unexpected
cursive sedgeBOT
đ Welcome to your new thread!
â˛ď¸ We'll be here soon! Typically we respond in a few minutes, but sometimes we might take a bit longer if the server is busy or if you have a particularly tricky question.
âąď¸ We close idle threads, which makes them read-only. Once a thread is closed it won't be reopened, but you can always start a new thread if you have another question.
đ This thread will always be available, even after it's closed. You can find it again using Discord's search, or you can save this link: https://discord.com/channels/841573134531821608/1329205987927916657
đ Have more to share? Add more details, code, screenshots, videos, etc. below.
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.
- ssbjsb_api, 1 hour ago, 10 messages
tulip sail
Hi
foggy warren
Hi, can you share the example request id? Here's how you can find a request ID: https://support.stripe.com/questions/finding-the-id-for-an-api-request
tulip sail
Here is the customer link: https://dashboard.stripe.com/customers/cus_QPJ15isBI6ByOT
Stripe is supposed to automatically try to pay the invoice and generate a invoice.payment_failed webhook event if the customer cash balance is short.
Doesn't seem like it did that in this customer's case. The events for the customer can be seen in the workbench.
Any insight?
I don't an API request for this in the logs
The customer transferred funds on Jan 10th
foggy warren
Can you confirm which invoice you're referring to here? What did you expect to happen and when?
tulip sail
https://dashboard.stripe.com/invoices/in_0QdCML5QM0nABsUH04om3odV
This is the invoice.
Customer cash balance is $20 short.
Expectation: Stripe would try to automatically pay the invoice with the customer cash balance and the invoice.payment_failed webhook event would be fired by stripe when the customer transferred the funds which was on Jan 10th.
Note: We take care of manually reconciling the invoice once that webhook is fired but in this case I don't see that webhook fired.
foggy warren
Taking a look here
tulip sail
This is the event for when the customer funded their account, evt_0QhWOe5QM0nABsUHuFq8rGZc
foggy warren
The above event is the invoice.payment_failed event, are you able to take a look?
tulip sail
I don't see that event in the workbench
I searched for the event ID as well. Doesn't seem like that event belongs to the customer
foggy warren
Looking ...
tulip sail
Looked by the event name as well.
foggy warren
Can you share another invoice example where it worked as you expected?
tulip sail
The payment was successful for this customer: https://dashboard.stripe.com/customers/cus_RYU0oh86UpngrI
They are on bank transfers.
This is the first case of an underpayment after we migrated. During the testing phase I saw the invoice.payment_failed webhook event getting triggered.
foggy warren
Ok, so the issue appears to be that the invoice created has a due date: https://dashboard.stripe.com/logs/req_NRCmsjw4kRJHd3 at
2025-01-13 15:00:05 which was before the funds were available: evt_0QhWOe5QM0nABsUHuFq8rGZc at 2025-01-15 13:12:36 UTC. We document this behavior here: https://docs.stripe.com/payments/customer-balance/reconciliation#cash-manual-reconciliation
Are you still here?
Does the above unblock you?
tulip sail
Yes it does in a way.
The document says click on the Charge customer button for the invoice and select Cash Balance. The Charge customer button is disabled for the customer.
The customer has the cash balance but the option is unavailable.
The other option I see is we can issue a credit note for $20 and Stripe will automatically pay the invoice. Or will the manual reconciliation still apply?
foggy warren
You will need to manually reconcile here since it won't work for overdue invoices.
tulip sail
How do we do that when the Charge customer button is disabled?
foggy warren
You will need to write in to our support team since this is a dashboard functionality. We do not have much expertise with that. Our support team will be able to assist you better than I can: https://support.stripe.com/contact
tulip sail
Okay sounds good.
Thank you so much!