#weboAR - refunds

1 messages · Page 1 of 1 (latest)

toxic sky
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I am havong some customers getting this message "Insufficient funds in your Stripe balance to refund this amount."
I have queried their balance and their "available" is zero.
Previously, the refunds went through, and the funds were taken from their bank account. But now, that doesn't happen.
Question is, how can I make get back things to normal
?

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Can you tell me a bit about how your charge/refund flow worked before? How are you taking these payments? And your connected accounts have never had balance on them and always pulled the refund amounts from their bank account?

haughty galleon
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Can you tell me a bit about how your charge/refund flow worked before?
Our schema is charge and transfer. Nothing has changed for us for long time

How are you taking these payments?
Not sure I get it. With CC?

And your connected accounts have never had balance on them and always pulled the refund amounts from their bank account?
They have daily payouts

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This is failing for some of our accounts. Not sure why. Suddenly, theycan't issue refunds. I gues it is their available is zero. But I also guess it used to work ike that before just fine!

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We already contacted support. But they just tell us: The refund is rejected because of the balance. The issue is that didn't use to happen

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Any help greatly appreciated

toxic sky
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Do you have an ID of an account that this is happening on?

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Do you know if you previously were sending funds to these connected accounts? One way or another, you will need funds on the accounts to make a refund

haughty galleon
toxic sky
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Thank you, checking in to that account

haughty galleon
haughty galleon
haughty galleon
toxic sky
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Apologies but I am having trouble finding the refunds that you are describing on that account. Do you have the ID of a refund that succeeded this way?

haughty galleon
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Also on this account

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acct_1FZb59EXopXaWMwC

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Refunds are rejected.

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We can't issue them

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That's the problem

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You will not find them

toxic sky
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But you said this was working before correct?

haughty galleon
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Oh yes, it was.
Accounts were able to issue refunds

haughty galleon
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I can give you the request id

toxic sky
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Do you have an ID for a refund from when the refunds were working?

haughty galleon
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For acct_1IIbzAElDTLc6FDy, please, consider these:
req_iQ5PdNPcndoihT failed on May 5th for py_1Km7xiElDTLc6FDyRHpV5qR3
req_55CvZ1TqqNfcCt failed on May 5th for py_1KaVhOElDTLc6FDyPjwccEqu
req_7DvCnmtLhy4cou worked couple of hour later on May 6th for py_1KaVhOElDTLc6FDyPjwccEqu

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This is a classic charge which was refund for us which worked as expected:
py_1Keg1xElDTLc6FDy2x87x1ro

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(as for you to have more info context)

shrewd wind
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Hello! Taking over and catching up now...

haughty galleon
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Thanks!

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Hi!

shrewd wind
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Unfortunately this isn't an issue we can really help with here, as this looks like it's something specific to your account. Stripe Support would need to help you further; I recommend you reply to their last message with further questions.

haughty galleon
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Well. I don't think is specific. It is happening for several accounts.

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Let me set the problem different.
Some refunds are getting rejected because insuficcient balance.
These accounts receive payments and refund alsmost everyday

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How are we suppose to leave a positive balance (to get refunds accepted) if payouts are automatic and handled by you?

shrewd wind
haughty galleon
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Nope

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The refund is not even started.

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The request is rejected.

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Ex:

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POST /v1/charges/py_1KS5MGDL8W3CK4dHi5yj8nUz/refunds
Status
400 ERR
ID
req_0Wzrby8zUI4fG7
API version
2012-11-07
Application
Source
Stripe/v1 PhpBindings/1.17.3

invalid_request_error
Insufficient funds in your Stripe balance to refund this amount.

Response body
{
"error": {
"message": "Insufficient funds in your Stripe balance to refund this amount.",
"type": "invalid_request_error"
}
}
Request POST body
{
"amount": "30000"
}

shrewd wind
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Ah, sorry, that was the wrong link. I meant to link to the top of that page (https://stripe.com/docs/refunds) which says this:

You can refund charges made to your account, either in whole or in part. Refunds use your available Stripe balance—this doesn’t include any pending balance. If your available balance doesn’t cover the amount of the refund, Stripe debits the remaining amount from your bank account.

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That's the behavior you want, correct?

haughty galleon
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Yes

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That's it.

shrewd wind
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Yeah, unfortunately I cannot tell you why that's not happening on your account. Only Stripe support can tell you that.

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This is a public server; I have no way to verify your identity or account ownership here.

haughty galleon
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But I can tell you 4 accounts where that is happening and I guess that if you ask me tomorrow, I will have more!

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Stripe support is not helping too much

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Maybe you can look into those accounts and tell me if a setting is off?

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My guess is that there was a change and somehow those accounts were not properly adapted/upgraded

shrewd wind
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I can look at an account, but I can't tell you anything about it because I can't verify it's your account.

haughty galleon
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Ok

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But maybe add your findings to a support ticket?

shrewd wind
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I recommend you reply to support and clarify your questions so they can help you further.

haughty galleon
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I am trying to. I don't get too deep

shrewd wind
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I wish I could do more to help you here, but this is really something only support can help with.

haughty galleon
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Well. If you identify something like a bug, or raise an internal ticket to the engineering team, maybe something is found that applies generally

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Because I think it is no coincidence that 4 accounts (and probably raising) have this issue

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I have read about reserved balances. Would that apply here?

shrewd wind
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Possibly. Honestly refund investigations and reserve balances are outside my area of expertise; we focus on developer/code/integration issues here.