#chris_error
dire muskBOT
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main radish
Hi there! Do you have a specific example to hand from an instance of this? Ideally a Stripe request id (req_abc123) but it seems like you were working through the dashboard. A specific transfer id (tr_abc123) would also work
hearty mantle
Yes, one moment. Today is a great example - we attempted to process two refunds with accounts that did not carry a balance in Stripe. One worked, one did not
Success at 12:23PM req_tRKzfwYVt98mjI
Failed at 10:06AM req_PTf66YIeFlsK4Y
main radish
Looking
hearty mantle
Thank you
main radish
Still sifting through the information here. The immediate thing that I notice is that the failure case is a Custom account and the success case is an Express account
hearty mantle
That is interesting, I was under the impression every account is an Express account. Our dashboard shows Express under 'Type' for business ID acct_1QpyCCFKpbjamObH of the failure case
main radish
Nope, you're absolutely right. Sorry, too many tabs open 😅
hearty mantle
All good! I understand
main radish
Thanks for waiting! Had a look at this with a colleague, and we aren't finding a real reason why this failed from a technical/integration standpoint.
That said, our colleagues in support have additional tools to evaluate this in a fuller context and if you reach out at https://support.stripe.com/ then they will be able to look into this further
hearty mantle
That is a disappointing answer. We have had multiple conversations with support to this point, they concluided it was a block from our accounts' banks. We have met with our personal bankers, and had conversations with over a dozen banks, they all insist there is no block on their end from Stripe processing the refund
I was hoping there was a techincal block, or setting we may have missed
main radish
What was the most recent conversation with support on this topic? I see only two this year that were in email for acct_1O4QHrFO7m636b88 and neither one seems directly related.
Would it be possible you submitted those requests from a test account or something like that?
hearty mantle
I don't believe so, but that is possible. If there is nothing further you can help with from a technical/integration standpoint then I will have to try that again
main radish
You can reference this thread and let them know that you spoke with our developers on discord, which should help to get you into the right hands. I would recommend providing only the failure request (linked below) and tell them that you are trying to understand why req_PTf66YIeFlsK4Y failed when debit_negative_balances is set to true on acct_1QpyCCFKpbjamObH
hearty mantle
Ok that is helpful, thank you for checking in on this