#missing-individual_webhooks
versed citrusBOT
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astral yacht
Hey! do give me some time to take a look at this
Hey! An email was sent to your Customer to submit his bank details
The refund wont be completed unless there is a bank account that stripe can send the money to
You should have seen a pop up when initiating the cash balance refund, with info saying:
Customer will be emailed to collect bank details to send a refund. Refund will be pending until details are collected.
So you would have to wait for your Customer's bank details to be collected before a refund is completed.
Hope this clarifies!
light summit
Is there expiry date to this? if customer never opens the email or loses it, does that mean this money will always be stuck at refund?
astral yacht
Stripe will continue sending emails to remind the Customer to submit their bank account details.
If the Customer fails to submit his bank account details after a certain time (i believe around 45 days), the refunded cash balance will rrestored and you can initiate another refund from the dashboard again
light summit
in a scenario of, lets say a customer sent a deposit and refuse to take the refund, is there any method to 'force' refund to source bank account?
astral yacht
Unfortunately, you can't 'force' a refund to happen if no bank account is provided by the Customer.
Customers have 45 days from receipt of the request to submit bank account details. After 45 days without a valid response, Stripe cancels the refund and returns the funds to the customer’s account cash balance. We recommend you then contact your customer to discuss alternative ways of returning the funds.
What Stripe reccommends is to contact your Customer to discuss alternative ways to return the funds.
Have you taken a look at this doc:https://docs.stripe.com/payments/customer-balance/refunding#create-return-dashboard ?
light summit
Yes, my current refund request is done by following this article.
And i think the 'bank details required' email was triggered after Ive done this as well.
also is it possible to resend that email manually? if customer say its lost and ask us to resend it, how would we do so?
astral yacht
Yup, you would first have to cancel the refund on this page here
Following that you can initiate a new refund here
Payment Methods > "..." > Actions > Initiate refund
If the email address to which you want to send the refund instructions is different from the customer's defined email, you can create a refund via the API and specify the new email address in the instructions_email field.