#sing-healthsherpa_error
celest vineBOT
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- sing-healthsherpa_unexpected, 2 hours ago, 11 messages
hallow wyvern
I have example payment transaction IDs as well if that is helpful
torn sable
Yes please share the request id where you are getting this error
hallow wyvern
This is the payment transaction ID: pi_3Sjmlm0lOAmXXNg20UDutXfv of the most recent attempt that failed
torn sable
The refund attempt is a month after the payment was processed. Likely the funds have already been paid out and the account balance isn't sufficient to cover the refund
hallow wyvern
That's what I'm trying to understand. In past transaction, we manually refunded the platform fee and attempted it again and it went through successfully. So just trying to understand the differences. Let me find example of that payment
celest vineBOT
hallow wyvern
This is the other payment transaction ID: pi_3SR2zG0lOAmXXNg21TRg3yaN
shy wasp
hi there, taking over the thread as codename_duchess had to step away. it looks like that other payment had several "insufficient funds" failures before succeeding
hallow wyvern
Right. For pi_3SR2zG0lOAmXXNg21TRg3yaN, we attempted a manual workaround by way of refunding the platform fee first then attempting the refund again and that processed successfully. I'm trying to understand why that is the case
shy wasp
can you explain more about what you mean with the manual workaround? did you use the dashboard somehow?
hallow wyvern
Yes. Logged into the Stripe front end UI application and refunded the platform fee
shy wasp
thanks for waiting. I took a look and it looks like the connected account had a negative balance at the time, but my team is not super familiar with investigating issues like this. I would recommend reaching out to main Stripe Support, they'll be able to give you more details https://support.stripe.com/?contact=true
hallow wyvern
Support was where I started actually before popping over to Discord
They weren't able to really help
shy wasp
I see, do you still have an open support case with them?
hallow wyvern
Yes. I received the follow up email with the chat transcript but there's not an actual tracking number
I'm just trying to understand how we should passing parameters in the API or configuring the account to bypass the insufficient funds error we're getting when trying to execute refunds
We're processing payments daily into the Connected accounts so the insufficient error doesn't make sense to me since there is always some type of balance
shy wasp
got it, I would recommend replying to the open support case and pushing them for an answer, as I don't think this is an issue my team is able to properly investigate and solve
hallow wyvern
Understood. Thanks for the help!