Refund failed, direct debit failed, or insufficient balance emails
Updated 2 min read
Agency staff don't receive these emails. They are internal alerts that go to the VPA Connect team or to the finance provider, who deal with them. If someone forwards you one, or you see one of the effects below on a campaign, this page says what it means for you.
"Refund failed"
Who gets it: the VPA Connect team, when Stripe can't complete a refund to a seller (for example, the seller's card has been cancelled).
What you might see: on the campaign page, the Refund credit tile may show Locked and "Being reconciled", and Complete campaign may be greyed out while the refund is checked. If you were completing the campaign, you may see "The refund to the seller didn't go through, so this campaign hasn't been completed and no money has moved."
What to do: if no money has moved, try Complete campaign again in a few minutes. If instead it says part of the campaign was paid by direct debit more than 85 days ago, don't retry: Stripe can't refund a debit that old, and VPA support has been notified and will return the money another way. If the tile stays Locked, raise it through the help form (see Getting help) with the property address. Don't ask the seller for new bank details yourself; Stripe emails the seller if it needs them.
"Direct debit payment failed"
Who gets it: the finance provider, when a direct debit from its bank account to VPA Connect fails. It concerns the provider's own account, not a seller or your agency.
What you might see: nothing directly. If a seller's Pay Later funding is delayed as a result, the campaign stays waiting for that payment. Ask the seller to check with Campaign Flow, and see Pay Later from the agent's side.
"Insufficient Stripe balance"
Who gets it: the VPA Connect team, from a daily check that VPA Connect's Stripe balance covers all the money it holds for sellers and suppliers.
What you might see: usually nothing. In rare cases a release may fail with "Failed to transfer funds to supplier". Reload the page and check the item's status before trying again; see Why a release is blocked.
Emails agency staff do receive
For the emails that do come to you, such as payment requests, campaign completion and staff invitations, see Emails you'll receive and who sends them.