Stripe refund didn’t go through

  • Resolved fbc21ca

    (@fbc21ca)


    1 year, 5 months ago

    I’m using the Stripe add-on, and everything’s configured properly. I recently tried a complete user journey with a test ticket for an event set to $1. The transaction went through, and everything seemed fine. I asked for a refund and got confirmation from the website but not from Stripe. That was a few days ago, and the $1 just cleared my bank. Unfortunately, I’ve already deleted the test event, but I can make another. In the meantime, is this likely to be a Stripe problem or plugin problem? Thank you!

Viewing 5 replies - 1 through 5 (of 5 total)
  • Thread Starter fbc21ca

    (@fbc21ca)

    OK, a little more detail on this. The booking status is “Cancelled – marked as refunded.” Stripe only has the successfully completed transaction. There’s no refund pending. I requested the refund within minutes of successfully completing the original transaction. It’s been nearly 48 hours. Thanks again!

    Thread Starter fbc21ca

    (@fbc21ca)

    On closer inspection, it looks like there was an email mismatch between the transaction and the refund request. Looking into how that happened, and if my role as admin played any part. Many thanks again.

    Plugin Support EventPrime Support

    (@eventprimesupport)

    Hi,

    Thanks for using our Stripe Payments extension.

    Have you received any response from Stripe yet? Is the refunded amount credited back to your account?

    We’ll wait for your update.

    Thread Starter fbc21ca

    (@fbc21ca)

    Hi – thanks for following up.

    The first instance was an email mismatch, possibly pilot error. ?? I set up a new test, stepped through the whole thing, and made sure to use a consistent address.

    Once again, the sale went through, but the cancellation request did not. I think this may have something to do with webhooks needing to be established, but that’s the shoreline of my understanding.

    We do have a workaround, though, which is this if they get a cancellation request, they’ll see it flagged in the Bookings, and can easily issue the refund directly from the Stripe website. It’s only a 99-seat theater, nothing unmanageable. Many thanks again!

    Thread Starter fbc21ca

    (@fbc21ca)

    I’ve tried a few variations on this and I’m seeing the same thing. Sales are going through, but cancellations are not.

Viewing 5 replies - 1 through 5 (of 5 total)
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