1. How can I resolve the negative balance in my USD account?

2. Additionally, could you clarify why my bank account is not being debited? I believe you have my Bank of America account information.

3. As a long-time Stripe user for nearly ten years, I would appreciate it if you could offer me a more favorable pricing rate.

Best,

Amelia Mignonette Grimaldi Thermopolis Renaldo

Queen of Genovia

Thanks for reaching out and I appreciate you sharing a bit of your business’ journey. I understand that you’re now getting back on track and have inquiries why your bank account was not debited which could have resolved your negative balance, and inquiries about favorable pricing. Let me assist you with these.

All users will either be auto-debited or can repay their negative balance in the dashboard.

In your case, Stripe wasn’t able to withdraw money from your card to cover the negative balance as the auto-debit feature is not enabled. To resolve this, you may reach out to your issuing bank to authorize debits from your account. Stripe may automatically initiate an account debit from the bank account on file within two business days. Hence, please ensure you have adequate funds available in your linked bank account. Taking these steps will help prevent failed transfer attempts.

For the other option, below are the steps for you to add funds to your balance using the Dashboard which you can also find through this link: https://docs.stripe.com/get-started/account/add-funds

• Determine how much you want to add to your balance.

• Go to the Balances page in the Dashboard, and click Add to balance.

• Select whether you want to use a wire or local bank transfer, review Stripe’s bank information, and click Done.

• Initiate the transfer from your bank account.

• After your bank has sent the funds, return to Balances, and click Add to balance.

• (Optional) If the dialog prompts you for a receipt, upload a screenshot or the file that proves that your bank transferred the funds.

  • To fund your Stripe balance faster, we might ask you to include a screenshot or PDF of your bank’s transfer or wire confirmation.

• Click Confirm Transfer.

  
  

Sharing as well is the link which you might find helpful in fixing negative balance on the account. https://support.stripe.com/questions/fix-the-negative-balance-on-your-account

As for the pricing, I understand you have a price point that works best for you and I’m happy to inform you that we regularly research the rates of other online processors for card-not-present transactions, and our fees are competitive with some of the larger companies. Stripe will evaluate factors like your payment volume and card mix to determine if you qualify for custom pricing. Please note that not all users who request a review will qualify for improved rates. You may review this link https://stripe.com/pricing for more information on pricing for each of our products.

Hopefully, these help. Should you need further assistance, please feel free to reach out to us through https://support.stripe.com/ or by simply replying to this thread. I’ll be more than happy to help.

Best,

Girlie Yummies

Thanks for reaching out to Stripe Support. We'd be glad to have you back with us. I understand that this can be incredibly challenging for you to start the business again but not to worry, I'm happy to answer all your queries.

In regard to your bank account not being debited, although we have your bank account details, it looks like the Auto-Debit is not being enabled on your default currency which is USD. You’d need to enable it first for us to automatically deduct your bank account.

To set up Auto-Debits in your account, you can contact your bank directly to authorize debits from your account. On top of that, please ensure that you have adequate funds available to prevent failed transfer attempts in the future.

Aside from Auto-Debit, to resolve the negative balance in your USD account, you can also add funds on your Dashboard by following the instructions here:

https://stripe.com/docs/add-funds

You can proactively add funds to be used for future refunds or chargebacks that will be held separately from your earnings, payouts, and funds from other Stripe products. 

To see the total amount of funds set aside, please go to Future refunds or disputes or negative balance in the Balances page:

https://dashboard.stripe.com/balance/overview 

If you no longer need these funds set aside in your Refunds and Disputes Balance, you will be able to pay them back out. This is done on the Balance page of your Dashboard using the "Pay out to bank" button in the 'Future refunds or disputes' section.

For your last question, we’d typically be able to review US-based businesses for potential volume discounts once they're consistently processing net $100,000 per month. Your trust in our business is greatly appreciated hence we do offer our full suite of products to help businesses launch and scale effectively.

Those are included in our bundled pricing. From a centralized, real-time dashboard to supporting global payment methods and 135+ currencies with a single integration, Stripe offers you all the features you might need within one flat rate.

To summarize, bundled Stripe pricing has no setup or monthly fees and also includes a full suite of products and features at no additional cost. Below is one of the few things that we're offering to our users:

• Stripe Radar: Advanced machine learning based fraud prevention.

• Automatic card updater: Stripe works directly with Visa, Mastercard, American Express to get updated card numbers for your customers.

• Reporting: Powerful reporting features and off-the-shelf financial reports.

• And 100+ more payment features!
  

  
  

With this being said, to determine your business's eligibility for discounted pricing, we require three consecutive calendar months above the minimum volume threshold to run our analysis. Keep in mind that while processing above this threshold is a requirement, it doesn't guarantee a repricing de facto. However, we can always review back your eligibility for a better pricing rate after the three consecutive calendar months.

I hope I have answered all your questions. Should you have further concern regarding this, feel free to reply back to this email any time and I will be more than happy to clarify anything else.

With regard,

Group 3 

________________________________________________________________

Investigation Notes

User-Account Type - Standard - Platform

User-Account ID - acct_28DT589O8KAxCGbLmxyZ

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: 

• User hasn't been using their Stripe account due to business complications

• User is aware of the negative balance in their account and want to know how to resolve the negative balance

• User was not sure why their bank was not debited previously

• User wants to know if there're any better pricing plans that Stripe can offer them because they have been a Stripe user for nearly 10 years

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

• Check their Dashboard for the negative balance

• Check AI to see why their bank was not debited to settle the negative balance

• Check their eligibility for any special pricing plans using Lumos under RP Payments::Pricing::Pricing Review (Not eligible for repricing review. Required monthly volume: $100,000.00 (USD). Avg. monthly volume (last 2 full calendar months): Below requirement)

Check Lumos (RP used) -> 

RP(1): Connect::Fund Flows::Negative Balances::Resolving Negative Balances

Macro(1): Wire Transfer USD - US User

RP(2): Payouts::Payout Inquiry::Negative Or Pending Balance

Macro(2): Negative Balance Explanation

RP(3): Payments::Pricing::Pricing Review

Macro(3): Volume Punt US 

Check Confluence ->

• https://confluence.corp.stripe.com/display/USERKB/Repayment+Options+for+Paying+Back+a+Negative+Balance 

• https://confluence.corp.stripe.com/pages/viewpage.action?pageId=225819989#COVID-19:NegativeBalancesFAQs(T1)-WorkflowsandScenarios 

• https://confluence.corp.stripe.com/display/USERKB/Handling+refunds%2C+disputes%2C+and+negative+balances 

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

•  https://dashboard.stripe.com/balance/overview 

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

• https://stripe.com/docs/add-funds 

Final Outcome -> 

• User is being directed on how to resolve the negative balance by adding funds in their Dashboard

• User is being informed by agent that their bank is not being debited because the auto-debit was not enabled as per checking from AI and Lumos

• User is advised that Auto-Debit can be enabled by reaching out to their respective bank

• User was informed that we cannot offer them a more favorable pricing rate at the moment as they are not yet eligible for pricing readjustment 

Thanks for reaching out to Stripe. I understand how important it is to resolve your negative balance, auto debit, and pricing concerns. I am more than willing to assist you further with these. 

Upon checking, the reason behind the negative balance on your account is due to the refunds that were issued which would appear as pending at the moment since your account does not have sufficient funds to cover the refund. You can check this in your Dashboard: https://dashboard.stripe.com/balance/overview

Once your balance is repaid and brought back into positive and the full refund amount is available the refunds will automatically be released once funds settle into your available balance. Kindly visit the Refunds FAQs for more guidance [0].

To resolve your negative balance, we have a user-friendly guide to help you add funds [1].

You can proactively add funds to be used for future refunds or chargebacks that will be held separately from your earnings, payouts, and funds from other Stripe products. To see the total amount of funds set aside, please go to Future refunds or disputes or negative balance in the Balances page: https://dashboard.stripe.com/balance/overview

About the auto-debit in your account, it shows that the auto-debit feature is not enabled for the default currency of USD resulting in your bank account not being debited.

You can find out more about negative balances and how they affect your accounts on our support site and documentation [2].

Lastly, we're typically able to review US-based businesses for potential volume discounts once they're consistently processing net $100,000 per month. You are required to have a monthly volume of $100,000.00 (USD) as an average monthly volume to meet the requirements for repricing review.

To determine your business's eligibility for discounted pricing, we require three consecutive calendar months above the minimum volume threshold to run our analysis. Keep in mind that while processing above this threshold is a requirement, it doesn't guarantee a repricing de facto.

That being said, we encourage your continuous utilization of our Stripe products and features.

To guide you more on our pricing and fees, please visit our website [3].

I hope that everything I provided helps you to have a smoother business with Stripe. If you have any questions, feel free to reply to this email, and I’ll be glad to assist.

Best,

Group 2

[0] Refunds FAQs: https://support.stripe.com/questions/refunds-faq

[1] Add funds to your Stripe balance: https://stripe.com/docs/add-funds

[2] Fix the negative balance on your account: https://support.stripe.com/questions/handling-negative-balances-in-your-stripe-account

[3] Stripe Pricing: https://stripe.com/pricing

_____________________________________________

Internal note

Internal Note checklist

Consent to be recorded: N/A

Authentication/Verification PIN/PII?:N/A

User-Account Type- Standard - Platform

User-Account ID - acct_28DT589O8KAxCGbLmxyZ

Have you checked all related cases? YES

Have you read through the entire thread?YES

List all user's concerns/inquiries

Topic: Negative Balance

Summary of the issue: User would like to resolve the negative balance, wanted to know also why her bank account was not being auto debited and asking if we can offer a favorable pricing

Steps I took:

• Checked the Dashboard and AI to see the reason why there’s a negative balance on the account

• Checked Lumos to see related articles explaining the reason of the negative balance and how can resolve these

• Checked Confluence to see about additional information for auto debit and VBAN, wire transfer for resolving negative balance

• Checked Lumos also to see if we can offer favorable pricing to the User

• Applied necessary RP and Macros related to the user’s issues

Check Lumos (RP used):

• RP(1): Payouts::Payout Inquiry::Negative Or Pending Balance

• Macro: Negative balances::Send Funds to Stripe in Dashboard

• Macro: Charges::Refunds::Refund Caused Negative Balance

• RP(2): Payments::Pricing::Pricing Review

• Macro: Sales::Pricing::Volume Punt US

Check Confluence:

• https://confluence.corp.stripe.com/pages/viewpage.action?pageId=225819989#COVID-19:NegativeBalancesFAQs(T1)-WorkflowsandScenarios

• https://confluence.corp.stripe.com/display/USERKB/Outreach+for+NZ+Auto+Debits

• https://confluence.corp.stripe.com/display/USERKB/Auto-Debit#AutoDebit-Whichcountriesandaccounttypessupportautodebits

Specific Dashboard link: https://dashboard.stripe.com/balance/overview

Check Public Documentation: 

• Refunds FAQs: https://support.stripe.com/questions/refunds-faq

• Add funds to your Stripe balance: https://stripe.com/docs/add-funds

• Fix the negative balance on your account: https://support.stripe.com/questions/handling-negative-balances-in-your-stripe-account

• Stripe Pricing: https://stripe.com/pricing

Final Outcome: Resolved. Explained to the user the cause of the negative balance and provided guidelines on how she transferred funds to the Dashboard. Informed the user the auto-debit feature is currently disabled for her account. Educated the user about the repricing review and requirements. Public links were provided to guide the user.