#Nick-reserve
supple wadi
Okay so it's for acct_1KgaP0IOo1XENTyw. A connected account. They emailed them and told them they would hold back 25% on a rolling basis. I read the docs for that and I totally understand. It all makes sense. However, on the dashboard it says "Held in reserve: xxx" and then an amount that's nowhere near the 25% they claim, and I don't know where the number came from (the one on the dash). I tried to get them to explain the discrepancy between what they told us via email and what's displayed on the dash, but it sent me into an infinite loop of "can you not see that this X is not 25% of Y?"
So perhaps you can help
They would hold back 25% of around 400k DKK, which should be around 100k DKK, but the dash says "held in reserve: 2300 dkk"
And I find that confusing
Because I don't know where 2300 came from as it's not 25% of anything I see in there
heavy finch
Sorry, server is busy, give me a moment
supple wadi
No problem
i gave up trying to talk to support. They don't understand what I'm saying for some reason.
heavy finch
Can you provide your account ID?
supple wadi
I did: acct_1KgaP0IOo1XENTyw
supple wadi
The bottom line is: Why is the held in reserve not equal to the amount actually held on a rolling reserve, and if it is, then why are they telling us they want to hold back 25% of the entire transaction amount and not just after date XX resulting in the held in reserve amount displayed.
They were not really clear whether they would only hold 25% in reserve for transactions after april 29th or if they wanted 25% of the entire amount currently in the account
So I'm unsure if the customer can expect 300k or 400k
(rounding off here, but 99% of transactions were before april 29th when they sent the email, and they have around 415k in the account atm., so if it's after april 29th only, then the reserve is probably what's on the dash, and if it's total then it's aroun 100k and the dash is wrong)
heavy finch
Okay so I have limited understanding here
But I believe this account is on a rolling reserve
heavy finch
Where funds are held from each charge
So it is possible that the amount held will not be proportional to the balance
supple wadi
Okay so they told us via email, that they would hold back 25% of everything, also charges already made
So this comes back to the "held in reserve" being misleading on the dash if this is actually the case
And the customer is not sure if they can expect a payout of 300k (75% of everything) or 400k (75% of charges made after rolling was enabled)
because rolling was not enabled until after 99% of the charges were made
Do you understand my question?
Just so we're on the same page
heavy finch
Yeah I do understand, and I think it does come down to the Dash being somewhat misleading here in that it doesn't convey the rolling basis
supple wadi
I think what happens is that the dash only conveys it correctly for charges made after rolling payouts were enabled
but if the rules have been retroactively applied to the entire balance, then it's wrong
heavy finch
That does seem to be the case
supple wadi
Thank you.
I spent the good side of an hour trying to explain this, and I've been given this response after giving up, which is just another iteration of what I was told in chat:
**Thanks for reaching out. I understand that you have concerns regarding the reserves on your account. Allow me to provide further information about this.
Just for a bit of context, if we impose a reserve, we will establish the terms of the reserve and provide you notice of the amount, timing, and conditions upon which the funds in the reserve will be released to you. In many cases, the reserve amount will be the entire amount of charges processed using the payment services. We may change or condition the terms of the reserve based on our continuous assessment and understanding of the risks associated with your Stripe account.
Upon checking, the reserve placed on your account is on a rolling basis. Rolling reserves capture a percentage of processing volume from each transaction processed. When Stripe places a rolling reserve on an account, Stripe takes a set percentage from each transaction and places it in a reserve. The 25% rolling reserve in place on your account will expire every 30 days.
This means that 75% of funds minus any fees will transfer to your bank account 7 days after the transaction is completed, while the last 25% of the funds for each transaction will be released to your bank 30 days after that transaction took place, on a rolling basis. (If the release day falls on a non-business day, the payout will arrive on the next business day.)
You may check this link to know more about rolling reserves:**
As you can see, not really a response to what I asked about at all
I don't know what's going on in there, but sometimes they make me want to pull out my hair