#weboAR - Refund Money Flow

1 messages · Page 1 of 1 (latest)

spiral aspen
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Hello! Not sure I understand your question. Are you asking about something happening in the API?

slim fossil
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I am asking about Strie behaviour as to know how to handle situation in my app and expectations for my customers

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I know is not the usual question 🙂

spiral aspen
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Can you provide more specific details? I'm not sure I understand what you're asking or how it relates to Stripe development?

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Or is this a general money movement question that has nothing to do with development? If so, you should ask support as this server is focused on developer questions: https://support.stripe.com/contact

slim fossil
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It has to do with Dev 🙂 I am a Dev 🙂

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haha

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Let me explain mor.

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I am developing an app.
There is a refund request screen.

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Sometimes those requests may fail, as the stripe account gets negative.

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I want to understand better about that situation as to differenciate it from a general error and also provide proper expectations to the customers

spiral aspen
slim fossil
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Sorry, something un expected happened and need to run. Can I pick up later?

spiral aspen
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Sure! If this thread is archived when you get back ask someone to re-open it in #dev-help.

slim fossil
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Thanks!

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Sorry about it!

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This is the message I got: Insufficient funds in your Stripe balance to refund this amount

I need to lookup the request Id

velvet agate
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Hallo @slim fossil

slim fossil
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Hi !

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Thanks for reopening!

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So, picking up, sometimes, when requesting refund, I get this error message

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"Insufficient funds in your Stripe balance to refund this amount"

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What does it mean?

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Somehow I never got this through the years, but now is happening for couple of accounts being managed by my platform

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Does seomthing happen after the refund is rejected? A withdrawn automatically happens from the bank account to the stripe account?

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I was requested a req_id, but I am sorry, Indon't have one. I still have payment IDs to which these were requested.

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And time and date for those requests

velvet agate
slim fossil
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I believe I am no t getting the refunds being marked as pending. They are just rejected.

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There is no sign of the "pending" status

velvet agate
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Then as the error says there is not sufficient balance to crate that refund, and you'll need to top-up or complete more payments to accrue a balance.

slim fossil
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ok, but is that something new? In the past, we never had that issue

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If refund was requested, it was accepted and a withdrawn was issued from the bank account

velvet agate
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Not that I am aware of, no I don't think this has change any time recently

slim fossil
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hmm...

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seems very strange, in the past we never had these kind of issues.

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And customer could issue refunds after months of no activity (meaning their balance was zero, all sent to the bank)

velvet agate
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If you have a specific request example i can look for more detail, but otherwise I'd suggest speaking with support to help look into this: https://support.stripe.com/contact

slim fossil
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If you have a specific request example i can look for more detail,
I can do an example right now. I will not be able to capture the request id, but maybe you can?

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I am using PHP API, so hard to capture the request id

velvet agate
slim fossil
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I am doing a dump of the Stripe_error and not getting any request id. Sees that is not exposed in the PHP Lib.

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Let me review that and be back

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By the way, this happens on live. Can't do the tailworkaround.

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Error: Original JsonBodyArray
(
[error] => Array
(
[message] => Insufficient funds in your Stripe balance to refund this amount.
[type] => invalid_request_error
)

)
Original HttpBody{
"error": {
"message": "Insufficient funds in your Stripe balance to refund this amount.",
"type": "invalid_request_error"
}
}

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All I get from PHP Lib

velvet agate
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Can you share any object id from your account? Or your account id?

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(not keys, never share keys)

slim fossil
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sure

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ch_2KS5MDTBhCBlgQTi1R5ksyC6

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Sorry, this: py_1KS5MGDL8W3CK4dHi5yj8nUz

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req_0Wzrby8zUI4fG7

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Got it!

velvet agate
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I was about to say, i don't see any failing refund requests on the account for that charge

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Thanks, looking

slim fossil
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Sorry 🙂

velvet agate
slim fossil
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Let me quickly review it

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Not sure I follow

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Withdrawns happen automatically.

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And after that it seems I can do refunds,

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(usually)

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That account that we are talking about they had a widthrawn yesterday and still can't do refund

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Also, their balance, seems to be positive,

velvet agate
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Because it requires discussion specific account balance details, I'd ask you to reach out to support about this: https://support.stripe.com/contact
Please share that request id with them too as an example of this

slim fossil
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OK, Thanks!

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Can we try to turn this into a tciket?

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Maybe there is specifc info you can add to it on your behalf to make easier the analysis?

velvet agate
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I'd suggest describing what we discussed here, and providing those examples. If you mention my username in the note then I can go find it to add context

slim fossil
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sure! I will do

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Thanks a lot!

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Take care!

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I have more cases

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On a single day, for another account: One refund request went through while the other one didn't

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There has to be something else than a negative balance issue there, right?

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Do you want the ids?

velvet agate
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I'd suggest including all the examples with the context for support. But yea that's possible. The first refund might succeed because the balance exists, but is then negative and insufficient for the later refund.

slim fossil
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ok, thanks