Payout problem: Stripe with Events Tickets Plus and WooCommerce

Problem:

I am not getting my payouts via Stripe Express’s payment gateway anymore and I don't know where to go for help.

Details:

WC: WooCommerce
TEC: The Events Tickets
TC: Tickets Commerce
SE: Stripe Express
SE: Stripe Direct (not sure what to call it)

I made the mistake of choosing the WooCommerce option during the Stripe payment setup on my “The Events Tickets” plugin. Apparently that caused Stripe (I guess it was Stripe) to automatically set up a Stripe Express account instead of their Stripe Direct platform.

The problem is that I was not using WC for my ticket purchases. I was using Tickets Commerce, which is another option on the TEC plugin. I didn't realize this mistake until later though.

I do have WC but I am using it to sell physical products, not tickets.

Anyway, I would get a ticket purchase, but my SE dashboard wasn't showing any activity at all. It showed no payments, no customers, nothing.

So, I contacted The Events Calendar people and their support person explained that when you use WC with Stripe, WC manages all the data and reporting instead of Stripe. Since I wasn’t using WC, there was nowhere to look for activity and payment reporting or even for refunds.

I was getting payouts, but I had no idea what events or customers they were linked to and they seemed to come in sporadically, and the amounts didn't fit the tickets I was selling. I was also not getting a payout for each ticket(s) purchased. I had no way to keep track of it all.

I just could not make the TEC support person understand the problem. I explained that I didn't want to use WooCommerce and Stripe Express for ticket purchases. I wanted to know how to switch the connection to SD and use TC.

Their support guy just didn’t get what I was asking. He finally said I needed to contact Stripe to change the setup. So, I did, and they pushed it back on the TEC people. I have since tried to get help with it from Stripe 5 or 6 times to no avail.

Then a few days ago, I had a customer purchase two, $45 tickets and then she immediately had to cancel. She called to ask for a refund. There was nowhere on SE or TEC to issue a refund, so I was stuck. I didn’t even have proof that the payment was made because there was no activity to review and no place to refund it.

I finally blew up on my last attempt to get help from Stripe. The support tech I got made more effort to understand the problem even though she really didn't get it either.

She kept saying I could use SD or SE and she explained the difference. I told her I wanted SD but she couldn't tell me how to get there, but at least she stuck with me.

Finally, through a series of questions, I determined that the only way to resolve the issue was to disconnect Stripe payments in the TEC plugin settings and start over. Which is what I did. She verified that the connection was successful, and it was using SD. The SD dashboard is showing activity, so I’m happy.

But I still had the problem with the money paid in by my customers and the refund one of the requested. I mean, where is the money? How do I track it down. It isn’t going into my bank, so what do I do?

Then the Stripe support person really threw me. She said I needed to contact WooCommerce to resolve the payment issue since they managed the payment through their plugin. What?? I am only using the shopping cart plugin. I don’t find any dashboard on the WC site or my site that shows a connection between WC and SE, so I am not sure how WC could resolve the payout problem, but I am giving it a try.

I supposed that the connection with SE was managed through WC, but the problem is, it never really was managed through WC since I wasn’t using it.

So now, I need help figuring out how to track down that money so I can get it back to my customer. I also need to get my last payouts so I can close the SE account. I really have no idea where to go for all of this.

Please tell me someone here can help.

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