#jose-bonilla_refund-error-dashboard
carmine sealBOT
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jolly cove
Hi there 👋 do you have the ID of the failing request?
onyx wagon
Hi, I don’t have the request ID that failed. Would the URL where the error is happening work for you?
jolly cove
Hm, I don't think so. Do you have the ID of any of the related Stripe objects?
onyx wagon
We currently don’t have a request ID for this failure, because the failing confirmation request is not being recorded in Stripe Workbench / API logs.
We reproduced the flow using the refund page URL sent to the customer, and the error occurs when the confirmation step is submitted. The request fails on the client side, but no corresponding API request appears in Workbench or the Dashboard logs, so there is no request identifier available from our side.
jolly cove
What is the client-side request being made? Is this a sandbox/testmode that you're able to reproduce in, or a live payment?
onyx wagon
This is occurring in live payment
jolly cove
Is this a one-off issue, or widespread?
onyx wagon
This incident is occurring with only one specific customer; we have not detected the same problem in other cases.
carmine sealBOT
jolly cove
Gotcha. I think this is something that our Support team will need to take a closer look into. They'll likely need to find the related refund and check the state that it's in.
https://support.stripe.com/?contact=true
onyx wagon
Bro, I've been having this problem since December. I've already contacted support (via email). I need you to help me with this issue.
plucky crescent
Hi there,
I took over for my colleague who had to step away.
So you are saying you already have a support ticket for this issue?
onyx wagon
Yes, of course. I contacted you in December about this issue, and a ticket was opened, but I still haven't received a clear response. Here are the details of the error.
The customer is trying to process a refund, but when they enter their information, they receive the following message:
“Your refund attempt could not be completed at this time. Please try again later.”
To validate the process, I used the link sent to the customer's email and manually reproduced the steps. When reviewing the request in the browser's developer console, I received this response from the API:
{
"error": {
"code": "transient_error",
"message": "The refund attempt could not be completed at this time. Please try again later.",
"type": "invalid_request_error"
}
}
The request is being made to this URL:
https://api.stripe.com/v1/return_intents/ri_1ShE6vIuCVzArKmsx2oFXUCQ/confirm
It's worth mentioning that this test was performed using a previous link. In a prior interaction with support, we were instructed to cancel the refund and generate a new one, but even after performing that procedure, the problem persists for this same customer.
plucky crescent
I just looked up the support case you mentioned and I can see that support is already in contact with the product team for further investigation. I think you already received an email a couple of minutes ago. Unfortunately there is not much more we here can help with at the moment because the investigation from the product team is still ongoing. I would have reached out to the product team same way supprt already did. I understand this is frustrating.