Balance Verification and Cancelling Payments
Balance Verification
Straddle can check the customer's bank account balance when a charge is created to help reduce returns. Balance checks only run if the balance_check flag is set in the charge configuration - they do not happen automatically on every transaction.
There are three modes:
enabled — Attempts a balance check but proceeds with the charge if balance data is unavailable. This is the recommended setting for most use cases.
required — The charge will only proceed if a balance check confirms sufficient funds. Best for high-value transactions. Note: this mode will reject charges when the paykey was created via manual bank account entry, the financial institution doesn't supply balance data, or the balance service is temporarily unavailable.
disabled — No balance check is performed. Suitable for future-dated charges or cases where balance data isn't needed.
Important: Balance data may not always reflect real-time account balances. There can be a delay between when funds are available and when the balance data is updated.
Payment Cancellation
When You Can Cancel
ACH charges and payouts can only be cancelled while they're in one of these statuses:
created — The transaction was just initiated but hasn't been submitted to the ACH network yet
scheduled - The transaction has been verified and queued for processing
hold — The transaction is on hold pending approval or verification
When You Cannot Cancel
Once a transaction has been submitted to the ACH network (status: pending), cancellation is no longer possible. ACH transactions follow banking network timelines and cannot be recalled after submission.
What to do instead: Contact help@straddle.com for assistance. In some cases, a reversal or return may be possible after the transaction settles.
Understanding Failed vs Reversed Status
failed— The payment was declined/returned before funding completed. No money was moved. Example: insufficient funds detected before or during processing.reversed— The payment was returned after funding completed. Money was deposited and then withdrawn back. Example: a customer dispute filed after the payment settled.
Account Closure & Deactivation
If you need to close or deactivate your merchant account, you'll need to contact our support team.
To request account termination:
Email help@straddle.com
Explain why you want to close your account
Our team will assist you with the closure process
There is no self-serve account closure option in the dashboard at this time.
Paykey Deactivation
If you need to stop new payments from a Paykey, this can be done via the API; however if you need assistance please contact help@straddle.com and request that the Paykey be set to inactive. This prevents new payments from being created using that Paykey while leaving existing transactions unaffected.
Need help with integrations? Reach out to help@straddle.com