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How to build a self-service widget to allow end-users to request a refund from Stripe via the Help Center?

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When an end-user is on our Help Center and submitting a support request via the web form or widget, I'd like the web form to enable end-users to perform specific self-service actions, such as requesting a refund similar to what Doordash built if their order is missing an item. For example:

  1. An end-user would like a refund, and they choose the refund option from one of the ticket fields.
  2. The web form or widget will make an API call to the customer's account in Stripe and pull their most recent payments.
  3. The end-user will select which payment they'd like to refund.
  4. An API call is sent to our backend, where we have a set of conditions that a refund will be processed, such as the amount, if a refund has been requested in the past, and specific account usage information (e.g., the last activity date).
  5. If the API response is "true," then an API call is sent to Stripe to process the refund.
  6. Stripe will send a response with a status of "succeeded."
  7. A message is displayed to the end-user that their refund has been processed.

There might be different use cases as well. For example, maybe an end-user is experiencing an issue with their account that requires a Support Engineer to reset their token. We may want to automate this when they submit a ticket by building a custom flow.

Does Zendesk, and potentially third-party apps/services, support this type of workflow?


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This is currently not possible as the Flow Builder is missing the "collect information" step to get the invoice number/customer no - at the moment API calls are possible, but you cannot populate them with information.

Supposedly the collect information step is on Zendesks roadmap for the upcoming months. 


You can get more information about Flow Builder here:

https://support.zendesk.com/hc/en-us/articles/4572971586586-Using-the-Make-an-API-call-step-in-Flow-Builder

 

Alternatively, you could try to implement your own solution with inhouse developers. For that you would need the Sunshin Conversations license (500$/Month I believe) to get access to the necessary API.

 

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