Internal Note checklist

**Consent to be recorded:** [YES/NO]

**Authentication/Verification PIN/PII?:** [Always indicate verification methods as PIN or PII] not YES/NO.


**User-Account Type** - (Delete those that do not apply)
End User / Standard User (Direct Account) / Standard - Platform / Express - Platform / Custom - Platform / Standard - Connect (Connected Account) / Express - Connect (Connected Account) / Custom - Connect (Connected Account) / No Account

**User-Account ID** - (Replace with the most accurate one)
acct_xxx / Not Applicable

**Have you checked all related cases?** [YES/NO]
**Have you read through the entire thread?** [YES/NO]

**List all user's concerns/inquiries**
Topic:
Summary of the issue: (Full summary of the issues mentioned in interaction.)

Steps I took - (Replace with the most accurate information) List down/summarize the steps taken:
Check Lumos (RP used) -> Name
Check Confluence -> Link
Specific Dashboard link (Make sure it is Public URL and not Admin) -> Link
Check Public Documentation (Docs, Support, API, etc.) -> Link
Final Outcome -> Escalation / Resolution / Ask for information / Waiting for internal team actions [Provide a full summary]

1. Read user concerns and question

2. Check all realted case and read all the related thread.

3. Troubleshoot the issues and payout status by using RP

4. Login user dashboard

5. Provide solution and submit the case as solved

Check Lumos (RP used) -> Payouts::Payout Status::Payout Missing At Bank
Check Confluence -> https://confluence.corp.stripe.com/spaces/USERKB/pages/191525629/Banks+And+Successful+Payouts
Specific Dashboard link (Make sure it is Public URL and not Admin) -> https://dashboard.stripe.com/acct_1IfgeLLQORwPUHng/test/payouts/po_1TyiLvLQORwPUHngwXFIwzsO
Check Public Documentation (Docs, Support, API, etc.) -> https://docs.stripe.com/payouts/trace-id
Final Outcome -> User need to wait up to 5 business days for bank process the payout.

Consent to be recorded:N/A

Authentication/Verification PIN/PII?: N/A

User-Account Type - Standard User (Direct Account)

User-Account ID - acct_1PGj5eGIjcsvKR2n

Have you checked all related cases? YES

Have you read through the entire thread? YES

List all user's concerns/inquiries

Topic: Payouts

Summary of the issue:

The dashboard status shows 'Paid', but the payout has not been received in the bank account

Steps I took - List down/summarize the steps taken:

1. Check related cases

2. Check user's dashboard about payout status

3. Reply the user with [Missing Payout - Trace ID] macro

Check Lumos (RP used) ->Payouts::Payout Status::Payout Missing At Bank

Check Confluence ->

https://confluence.corp.stripe.com/spaces/USERKB/pages/298423325/Troubleshooting+adding+a+bank+account+for+Payouts

https://confluence.corp.stripe.com/spaces/USERKB/pages/44011016/Troubleshooting+Missing+Payouts

Specific Dashboard link (Make sure it is Public URL and not Admin) -> N/A

Check Public Documentation (Docs, Support, API, etc.) -> https://support.stripe.com/questions/where-is-my-payout-faq-for-late-and-missing-payouts

https://docs.stripe.com/payouts/trace-id

Final Outcome -> Inform the user that the payout has already been posted, they should be able to receive it within 5 days. If the payout is not posted by then, they need to reach out to the bank and provide the payout trace ID for further investigation.

**Consent to be recorded:** N/A

**Authentication/Verification PIN/PII?:** N/A

**User-Account Type** -
Standard User (Direct Account)

**User-Account ID**
acct_1PGj5eGIjcsvKR2n

**Have you checked all related cases?** [YES]
**Have you read through the entire thread?** [YES]

**List all user's concerns/inquiries**
Topic:Payout

Summary of the issue:

the user's dashboard status shown is paid but he mentioned he haven't receive the payout yet

Steps I took - (Replace with the most accurate information) List down/summarize the steps taken:

- Read the entire thread

- Checked the user dasboard's status and troubleshooting while using the RP

- Reply to the user in email and insert the macro as -Missing Payout-Trace ID

Check Lumos (RP used) ->

Payouts::Payouts::Payout Status::Payout Missing At Bank

Check Confluence ->

https://confluence.corp.stripe.com/spaces/USERKB/pages/298423325/Troubleshooting+adding+a+bank+account+for+Payouts

Specific Dashboard link (Make sure it is Public URL and not Admin) -> N/A

Check Public Documentation (Docs, Support, API, etc.) ->

https://support.stripe.com/questions/payouts-faq

Final Outcome -> The user is informed that the process is currently in five business days and payment will be received after that.