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Payouts: Show failure reasons at prominent places #10619

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nagpai opened this issue Mar 24, 2025 · 1 comment
Open

Payouts: Show failure reasons at prominent places #10619

nagpai opened this issue Mar 24, 2025 · 1 comment
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category: core WC Payments core related issues, where it’s obvious. focus: payouts

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@nagpai
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nagpai commented Mar 24, 2025

Description

We recently started displaying reasons for failed payouts within their details page. This helps merchants to remediate or even become aware of why their payout failed. ( see #10462 )

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Since failed payouts are concerning to a merchant and often leads to support requests, it is better to show the failure reason more prominently, without needing to drill-down to a failed payout details page. A few prominent places where the failure reason can be shown:

  • Overview page
  • Inbox notes
  • Email notification
Points to explore:
  • The most appropriate places to show the failure message.
  • Places like Overview - we may only need to show the last available failure message of a payout, if it is repeatedly failing. This, compared to Payout Details where we show failure message of past failed payouts too.
  • Are there existing notices / messaging that can be enhanced to include the failure message, or do we need to add something new?

Additional context

  • The enhancement was discussed based on an internal research on feedback received via surveys and reviews from merchants - paJDYF-gYs-p2#comment-28305 h/t @elizaan36 🙌🏼
@nagpai nagpai added category: core WC Payments core related issues, where it’s obvious. focus: payouts labels Mar 24, 2025
@elizaan36
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elizaan36 commented Mar 28, 2025

Hey @rogermattic We'd like to send a Failed payout email notification that would complement the in-product notice that was just implemented, The content would contain information based on the same Stripe reason code. I think this would be a good quick win to keep merchants informed at all times of the problem and potential steps to solve it. WDYT?

@nagpai Just noting that in the P2 thread above @aheckler shared that a payout failed email is already sent in cases where it's a Payout and Withdrawal, so we would want to make sure that if another email is triggered on payout failure that the merchant wouldn't get both.

cc @bmccotter

@elizaan36 elizaan36 self-assigned this Apr 1, 2025
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Labels
category: core WC Payments core related issues, where it’s obvious. focus: payouts
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