Stripe, Inc.

Initial Business Response /* (1000, 5, 2015/09/11) */
After processing a certain volume, Stripe must verify the identity of users before we can send transfers to their bank accountOn 24th August, we paused the transfer of funds to the complainant and requested him to upload his an ID to verify
his identity
After initial technical difficulties, we successfully verified the complainant's identity on 1st SeptemberTransfers were resumed and the funds hit the complainant's bank account on 2nd September

Initial Business Response /* (1000, 5, 2015/06/11) */
Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of
ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms
During a routine review, Stripe determined that the complainant's account was in violation of the Stripe Terms of ServiceOn March 2, 2015, we contacted the complainant, informing him that we would unfortunately no longer be able to support his business; we are unable to accept payments for businesses we determine to be high risk, as mentioned here:
https://stripe.com/terms#prohibited-businesses
The closing of this account was in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason"
https://stripe.com/us/terms#termination
To help the complainant move to an alternative payment processor, we gave an additional days of processingAt the same time we let the complainant know that we would need to hold funds currently in his account for days as a reserve, which is used to mitigate the risk of any chargebacks incurred within this time and is outlined in our Terms of Service
https://stripe.com/us/terms#reserves
The complainant did request that we release the funds ahead of time but unfortunately we determined the risk of chargebacks to be too high to expedite the final transfer
On May 31st the hold expired and the funds were released and subsequently were transferred to the complainant's bank accountHe can view a record of this in his Stripe online dashboard

Initial Business Response /* (1000, 8, 2015/09/15) */
Contact Name and Title: Stripe Support
Contact Email: ***@stripe.com
The complainant's transfers were delayed for a period of four days (8/20-8/24), and we apologize for not being able to respond to the complainant's email to our
support on 8/in a timely fashionTransfers resumed on 8/24, and the complainant was contacted on 8/regarding the delaysA transfer posted to the complainant's bank account on 8/26/

Stripe's negligence cost me inventory and greatly hurt my cashflow, and now they are antagonizing me
It all started when I received a fradulent order (that stripe did not catch), that went through because, for some reason, Stripe's CVC settings are OFF by default, with no mention of this anywhere when you sign upAs a result, I now have to scrutinize EVERY order that comes through - which is unfair because if I have to monitor every order then why is stripe taking a percentage of each sale? Now, Stripe has turned CVC security on by defaultafter all thisSo they KNOW it's a bad idea to have it off by default, but refuse to acknowledge that if they had it on by default in the first place, this would not have happened
email interactions are a combination of being ignored, form responses, and eventually threatenedthey refuse to speak with me over the phone or assign me to ONE person

Initial Business Response /* (1000, 5, 2014/11/16) */
This user opened their Stripe account on November 4, and a few hours later took a small payment of a few dollars, and then immediately afterwards a much larger payment, which was quite anomalously large - by orders of magnitude - for a
user only a few hours oldWe reached out to the user for additional verification of their identity and business a few minutes after that, still on November 4, asking the user to establish their identity and their ownership of the business they claimed to be accepting payments forThis exchange happened back and forth over several days until the user verified what we were asking on November 13, at which time we scheduled transfer of the funds to the user's account, which happened yesterday, though since banks typically do not move funds on weekends, their bank is unlikely to surface this to them until tomorrow, Monday
This user's messages - or rather, the number of them - have unfortunately exposed a frustrating failure mode of how Stripe's systems handle inbound support emails: we answer emails in age order, oldest firstBut when a user writes in a second time, before the first message has been replied to, it treats it as a "new" message, and hence one with a lower priorityEmailing in multiple times will have the effect of kicking the can, so to speak, so that the thread is repeatedly treated as a "new" issue, and never gets to anyone's inbox because we're all looking at the oldest issues
The last communication we had from the user was:
"Thank you for responding and hopefully going forward we can have better communication so we may build our business togetherMonthly we will have large transactions like this one, with the same companyWill this be a problem going forward? How long will I have to wait for a transfer of the money moving forwardI have heard great things about your companyThe issue that I have is the lack of communication
"Again thank you for your response and attention to this matterWe are a small business and we need a quick turn around of funds."
We at Stripe consider the matter resolved, though we are happy to help the user if they continue to experience issues

Initial Business Response /* (1000, 5, 2016/01/11) */
Stripe helps thousands of merchants accept payments onlineWe don't charge customers' cards directly and it's an unfortunate bug that sometimes our information shows up on cardholders' bank statements instead of the business'sThe payment in
question would have been made with one of the many online businesses using Stripe to accept payments, and would not have come from Stripe directlyIf the complainant is unsure of how to contact the merchant they purchased from, if they would like to write into us directly with information about this charge, we'd be happy to look up the charge information to confirm who the merchant was that created the charge and forward their contact detailsThey will then be able to follow up directly with themSpecifically, the following information would be useful:
last four digits of the card
expiration date
card type
name on the card
charge amount
charge date
If the complainant could provide the information they have already conveyed in the email as well, that would be useful as well

The complainant is waiting on a transfer that's the result of an ACH chargeACH charges are on a day transfer scheduleThe ACH charge was taken on *** 16th and become available on *** for transferHowever, that day is a holiday so the transfer will be sent out on *** The complainant can stay up to date with their transfers at https://dashboard.stripe.com/transfers/overviewThere are no holds on their account

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***I am rejecting this response because they should not have done this a WEEK after I accepted paymentsThey should have done this BEFORE I signed upNow I fulfilled these orders and am out the moneyThey are holding the money hostageThis is not how business is doneThey need to release it and if a chargeback they can come after me or send my business to collectionsThis is illegal and I will be suing them if they don't release it immediatelyThey are collecting interest on money now and allege could be chargebacksThis is ridiculousAnyone can do a chargeback this is not how business should be able to operateAllow small business to collectWe fulfill the orders and make customer happy and then a week later find out we can't get the money for daysThis is ruining small businessStripe you have not heard the last from meYou can release my funds early or I will see you in courtI think the Revdex.com needs to rate these people F- for these horrible business practices. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/07/28) */
On July 19th, we reached out to the complainant to verify that they were an authorized reseller for the goods on their website Stripe must verify this information to stay in compliance with KYC, or Know Your Customer, regulationsWe allow our
users to start processing before verification is complete, but will ask for more data or clarification in some casesIf the user doesn't respond within a few days of our message, we will disable their transfers until they are able to send over the requested information
This was the case with the complainantThey got in touch with us on July 20th to ask about the specific information we needed to verify their accountAfter some back and forth, we were able verify the information provided by the complainantUnfortunately, we weren't able to complete verification and re-enable transfers until July 27th As of this writing, transfers are being sent regularly, and the complainant's flow of funds is working normally to the best of our knowledge
We would like to sincerely apologize for the delay in releasing the complainant's transfersThe verification process is vital to our business, but in this case the time it took adversely effect our user's businessIf the user has any issues or questions we can help with as they continue to process with Stripe, we will do everything possible to respond quickly
Initial Consumer Rebuttal /* (2000, 7, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Stripe did reopen our account and release our fundsThey explained they have been overwhelmed with customer service inquiries and admit they need additional staffThank you for doing the right thing

Initial Business Response /* (1000, 6, 2015/01/27) */
We first received an email from the user on January 12, She stated that she needed help processing refunds, due to a glitch on her website that erroneously processed orders multiple timesA member of our support team responded to
her email on January 12, 2015, explaining how to refund the charges from her dashboard
The user wrote back in again on January 13, in a separate thread saying that she hadn't heard back from us, while reiterating her refund situation, and again on January 14, (this time threatening to cancel her account and leave negative reviews unless we respond)On January 14, 2015, another support representative emailed her directly via Gmail, in hopes of reaching her, and included the email sent by the first support rep, to reassure her that we did indeed respond
Our email logs confirm that the emails were sent without failureIt's possible that the customer did not notice the response in her inbox and/or spam folders
Initial Consumer Rebuttal /* (3000, 8, 2015/01/29) */
I actually need to increase my claim amount due to additional fees charged to my account by stripe
Their credit card website had errors and charged my customers between and times eachI refunded all of those immediately but stripe charged ME the fees for those overcharge orders AND fees to refund them (over $in fees)How do I add these fees to my claim?
Final Business Response /* (4000, 13, 2015/02/12) */
In the case where a Stripe user refunds a charge, we return all fees associated with that charge to our userThis is a practice that we publicly document here: https://support.stripe.com/questions/is-there-a-fee-for-processing-a-refund This being the case, we are not aware of the fees (associated with issuing refunds) that this user is referring to in her complaint
Regarding the assertion that this user's customers were charged multiple times due to an error on Stripe's end, we have to disagreeIn emails to our support team, she states that this issue was caused by a "glitch" on her websiteWe have reviewed her account logs and are fully convinced that this problem was caused, unfortunately, by user error and not some systematic malfunction on Stripe's end
Final Consumer Response /* (4200, 15, 2015/02/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The error given on stripes website are the same errors that popped up when users checked outIn a panic, I thought it was the website but upon investigation, this ONLY happened to my credit card users that checked out using Stripe
My members were charged up to 20+ times each, leading to clearing their bank account and charging overdraft fees that I returned to them (in the amount Im requesting back from you)because that is what GOOD CUSTOMER SERVICE does! It was not MY fault, it was the website's fault but in order to keep business, I did the RIGHT THINGsomething your company should have been the one to do
As far as this company's response, there has been absolutely NO proposed resolution to agree toAll I hear in their reply is, "its not my fault, suck it upYour business is not important to me"This company is full of excuses
Stripe also has a lot of gray areas in their website terms regarding their 'reserves' and just take money out of your account with no warning
Furthermore, I find it highly irresponsible of a business to not have some sort of dedicated customer phone support number (the number listed on the Revdex.com site is bogus and doesn't actually get answered, nor does it get messages returned)They seem to go to the same place that santa clause letters go toThey don't even an email service that returns customer inquiriesThis has been going on for MONTHS and I have still YET to receive an email or phone call, regardless of me leaving multiple email addresses and phone numberThey want to take our money but not deal with the customer service side
Im also quite confused how a company can have an A rating on the Revdex.com website yet hold complaints just since their business opening in A majority of those fall into the same category as my complaint yet they allowed to continue the same practice, take money and not return money that should be owed to their customers
This company has made NO good faith efforts to make anything rightThey already lied about replying to emails and they are just brushing me offThis is ridiculousPlease return the fees I am asking for and stop with the lies and excuses

Initial Business Response /* (1000, 5, 2016/01/08) */
Stripe takes the security of our users very seriously and appreciates the complainant raising this concern, as it appears they've received a fraudulent email from someone attempting to pose as StripeAfter reviewing Stripe's email
logs, no record of such an email sent to ***@gmail.com was foundAs with any suspicious email, the complainant should not click on any links in such an email, or take any action that they've directed the complainant to take
These types of security attacks are most commonly known as "phishing", and consist of someone masquerading as a different person or Stripe in this case in an attempt to mislead the target into giving out their personal details, account login credentials, or other sensitive informationThe most common way of doing this is by having the individual click a link that leads to a fake websiteStripe's emails are always sent out in plain text without any special formatting or hypertext links, so if the complainant ever sees either of these things, it's a good sign that the email might be a phishing attempt
Additionally, if the complainant is a Stripe user, the complainant can always verify whether or not the email they received from Stripe was legitimate by logging into their Stripe account and checking to see if the information in the email matches up with it, which the user did in this caseWhenever Stripe sends an alert or asks a user for information through email notification, we'll also place a prompt in their dashboard at:
https://dashboard.stripe.com
Still, the most powerful way to fight these attacks is to be aware that they exist, and aware of the red flags that signify that an email isn't from the sender it purports to be fromThe link below has a little more information about how phishing works, as well as different ways to defend against it:
http://www.sec.gov/investor/pubs/phishing.htm
Stripe apologizes for the confusion here and hopes this information clarifies the complainant's concernTo help protect other individuals from phishing attacks from this email, Stripe would encourage the complainant to forward the email in question to ***@stripe.com to report the instance
Initial Consumer Rebuttal /* (3000, 7, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Will I be compensated or not?
Final Business Response /* (4000, 9, 2016/01/15) */
As mentioned previously, the email the complainant received was fraudulent and likely the information contained in that email was not accurateIf the complainant wishes to look at their Stripe balance, they can do so by logging in to their account
If the complainant requires further assistance or has questions pertaining to their Stripe account, they are welcome to contact us at ***@stripe.com

Initial Business Response /* (1000, 5, 2015/04/15) */
Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of
ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms
Since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise
During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn March 30, Stripe reached out to the complainant to advise them of our decision and the closing of the account
The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason"
https://stripe.com/us/terms#termination
The $service fee was levied by Innerfence, a credit card terminal that integrates with Stripe which was used by the complainantStripe fees are per-transaction only, and there is no cost to set up and maintain a Stripe accountComplete details on Stripe's pricing can be found here: https://stripe.com/pricing
While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data
Initial Consumer Rebuttal /* (3000, 7, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Stripe is a cybercrime organizationContacting the FTC and Attorney Generals office I came to find out that Stripe uses fancy terms in their response to Revdex.com and never communicates their actions to the customerFurther, I have been communicating with "NEW" victims that have been ripped off by stripe by the day! This morning as I opened up our company email I noticed not only the Revdex.com response, but two new victims of Stripe where they to have been shut down directly after processing one of their customers credit cardsProduct shipped, and Stripe closes their account, Holds the money, and then keeps it! None of their customers as well as ours have received a single dime back from Stripe! For us it has been more then two weeks since stripe claims they refunded our customers back and those customers as well as us have not received any money from those transactionsIt does not take two or three weeks for any refund to be issued to those customersdays max is the norm for any refund submitted to a customerStripe has stolen over $from our company on services already rendered weeks agoOne of those charges on the credit card is my chargeI check my bank account to see if I myself have been refunded and no refund has ever showed up as of this morning from StripeI called the customers yesterday to see if they themselves have been refunded and none of them have received a refund from Stripe as wellThe other complaints from new victims are experiencing the same thing as we areStripe tells them that unauthorized transactions have been committed and their account is being closed and that their customers will be refunded and they are like us out of their product of goods and money and have never been given a chance to send invoicing or tracking numbers to show that the product was shipped, and the customers received the product or servicesFurther, Stripe claims that it maintains contact with its customers like us but in fact that is a lie because none of us victims have received a single reply to anyone from Stripe using their customer service contact on their web siteI find it very interesting reading Stripes response to Revdex.com that they are careful to not mention what happened to the money we (BUSINESS) transacted on our customersI find it funny that it mentions nothing about them refunding our customers in their statements as they know that, that would be a slam dunk for us victims of StripeStripe is scam who allows a customer to sign upWhen the customer transact their first payments and sometimes they are high, Stripe sends them a notice saying that we did not have permission to charge a customers credit card and therefore they are closing the accountAfter days we go back to the web site to see if those funds at least were transferred into our accountOn that 6th day it shows that Stripe refunded the customers but yet when checking with the customers and in our case our own credit card account no refunds have been done and weeks after they claimed the refund was submittedStripe takes the money and we are left with nothing to show for our services, products, and therefore we are out our money, time, products and in some peoples case, are forced to close their doorsThis is very sad
We would like to invite the Revdex.com to visit this web site: CardPaymentOptions.com review: Stripe review complaints, and see the mounting amount of victims like ourselves are saying about StripeRevdex.com can choose to deem that they are above the law in their business practices and are a legit company but given that the attorney generals office, Federal Trade commission, and the CyberCrimes unit of the FBI are currently investigating Stripe for similar complaints like ours and will face criminal charges from what I understand from conversation with those agenciesIt is not about the Revdex.com anymore whether Revdex.com chooses to turn a blind eye and do nothing, Or the Revdex.com chooses to take a pro active approach to their client STRIPE and pursue legal action for hurting the consumers with their scamsEither way Stripe will go down in a mound of legal action
Final Business Response /* (4000, 9, 2015/04/17) */
Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms
Since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise
During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn March 31st, 2015, Stripe reached out to the complainant to advise them of our decision and the closing of the account
The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason"
https://stripe.com/us/terms#termination
While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data

Initial Business Response /* (1000, 5, 2015/07/28) */
We acknowledge that our response times were slower that usual for this complainantHowever, upon reviewing the complainant's account after they verified their domain, we concluded that their business violates our
ToS:
https://stripe.com/us/prohibited-businesses
We notified the complainant about this on 23rd July:
"Our banking partners are extremely strict when it comes to what businesses we can and cannot supportAs pertains to your case, we simply can't support businesses that create letters of credit, loan money, etc
We really apologize, we'd love to be able to continue working with you but our policies here are quite strictWe hope you're able to find a payments processor that better suits you and your business, and if we can help with your move to a new service let us know."
Upon reviewing the complainant's Stripe account, I can see that any charges made to date have been refunded to their customersThe issue of transferring funds to their account has been resolved

Initial Business Response /* (1000, 5, 2015/04/17) */
Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of
ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms
Since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise
During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn April 3rd, 2015, Stripe reached out to the complainant to advise them of our decision and the closing of the account
The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason"
https://stripe.com/us/terms#termination
While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data
Initial Consumer Rebuttal /* (3000, 7, 2015/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Stripe did authorize the payment and sent me the email stating thatbut I guess I will just be like one of the other people that stripe have ROBBEDtHANK YOU FOR DOING NOTHING!
Final Business Response /* (4000, 9, 2015/04/23) */
Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here:
https://stripe.com/terms
Since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise
During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn April 3, Stripe reached out to the complainant to advise them of our decision and the closing of the account
The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason"
https://stripe.com/us/terms#termination
The charge from the complainant's sale presents significant fraud and chargeback riskAt this time, we have placed a 90-day reserve on the funds (expires July 21, 2015) and, if no chargeback has occurred by that date, we will release the funds to the user's bank accountShould a chargeback occur after that date, the merchant remains financially responsible for the chargeback in accordance with our Terms of Service
Final Consumer Response /* (4200, 13, 2015/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still lost the product and money because stripe approved a bad credit card or a payment that was not to be usedI know that I am not the first person that they have done this to and according to the comments I found in this weblink https://www.cardpaymentoptions.com/credit-card-processors/stripe/ and in ripoff report, I know that I won't be the lastMy question is How many people will stripe do this to before someone else lose the business or before the Revdex.com and the FTC put a stop to it? I feel like stripe is bad for any business to be successful and that concerning any business large or small

Initial Business Response /* (1000, 5, 2014/11/14) */
The complainant submitted an application for a Stripe account on October All Stripe users, regardless of business model, are able to begin processing payments immediately upon account activationTherefore, the user was able to process
a number of payments before we closed the accountWe decided to close it for two reasonsFirst, the user had previously applied for other Stripe accounts in violation of our terms of service, and our banking partners prohibit us from working with users we've previously rejectedSecond, Stripe identified strong signals of fraud in the nature of the transactionsPer our policy, we refunded any payments for which we could not confirm cardholder authorizationWe communicated this decision on November
The complainant can refer to the relevant part of our terms of service here:
https://stripe.com/us/terms#termination

Do not do business with these peopleI wanted to use them as an alternative to PayPal, but they are the greater of the two evils
After receiving and sending out orders after the payments were processed, these people (Stripe), refunded all my transactions
They have no means of communication except email which they never respond toWhat kind of business that deals with money has no means of instant communication except scams and this business, Stripe
Avoid at all costsIt is impossible to contact these peopleIf you suspect fraud on your account, rather than being in touch with customer care instantly like other Financial companies, you will wait weeks or even months before you receive a response from these people

Stripe operates within the constraints imposed by our banking partners, credit card networks, and applicable lawsTherefore, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe
accounts, and the terms are posted here: https://stripe.com/terms
Because Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe has to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe also periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise
During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardThe majority of the complainant’s business seemed to be driven through unauthorized, fraudulent chargesOn *** **, we reached to the complainant to let them know about our concerns and that we could no longer support their businessWe reviewed the information associated with these charges and after a thorough investigation, Stripe closed the complainant's account
The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" : https://stripe.com/us/terms#termination
While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data

Initial Business Response /* (1000, 8, 2015/12/26) */
Stripe processes credit cards for thousands of businesses online (https://stripe.com/gallery)It looks like the complainant made a payment on one of these businesses' sites
When a product has not been delivered, we typically
recommend that the customer reach out to the company that they ordered the product from to resolve the issueIf the complainant does not receive a satisfactory response from the merchant, then we would typically recommend filing a dispute for the charge with the credit card company used for the transaction, which it sounds like the complainant has doneThe complainant's card company will be able to assist in resolving the issue
We would be happy to answer any questions that the complainant might have at ***@stripe.com
Initial Consumer Rebuttal /* (3000, 10, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Re: My order placed on 11/23/15:
I NEVER received a confirmation of my order but my Visa was charged on 11/On 12/I started trying to contact NGOA about the shipment of my Xmas gifts, I hunted to find a phone # for Snipe because there was no way to contact by emailI called it several times EVERY day to no availThere was a message saying to hold for a repA couple of times I held for close to minutes and eventually the line went deadThe message on the phone said to leave a message and they would call me backThey Never did! I finally found the name Stripe and email address for theI messaged them on 12/say "HELP" and explained the situationI got a reply of "I wish I could help you; I'm just an email away"That's it! I then contacted Revdex.com and Visa on 12/to complain and stop paymentI received an email from ILMA, Inc(whoever they are)on 12/29* saying that my item had shipped on 12/30*I immediately replied on the 29th saying I had taken action with Revdex.com and Visa and would NOT pay themI was hoping they wouldn't ship my order on the 30th as I had ordered elsewhere and received in daysThey shipped anyway and I received their pkgon Jan2nd six weeks after placing my orderI NEVER heard from them until after I contacted Revdex.comI haven't opened their pkg."What should I do with it??? I'm not spending one more second on this fiasco as I've spent many hours to date!!! Please advise!!! Thank you so much!
Final Business Response /* (4000, 12, 2016/01/08) */
Stripe processes payments for businesses and enables their customers to purchase products and services with credit cards onlineAlthough we wish we could assist the complainant with their issue, the business that they ordered from is in fact responsible for the delivery of the product and confirmation of purchaseBy this we mean NGOA, rather than Stripe
On December 18th, the complainant reached out to Stripe support about this delivery issueStripe replied on December 19th outlining the following:
"While I wish I could help you with this, I'm afraid we're not able to track your shipment, as the merchant's product is entirely on their endYou will want to contact the shop that you purchased from directly in order to get everything sorted outIf they are not responding, you can also contact your bank to see what options you have through them."
I understand that the package has now arrived, albeit too late for the intended purposeAs such, we recommend returning the package to NGOA and requesting a refundIf the complainant is not satisfied with the response from the merchant, then we would typically recommend filing a dispute for the charge with the credit card company used for the transaction under one of the following dispute types:
https://stripe.com/help/dispute-types
Of course, if aspects of the refund/dispute process are still unclear to the complainant, I would encourage them to reach out to ***@stripe.comPlease include the date, amount and currency of the charge, the website where the product was purchased, along with the last four digits, expiry date, and type of credit card used to make this purchaseWhen we have collected these details, a member of our support team should be able to track down the charge and answer the complainants follow up questions

Initial Business Response /* (1000, 5, 2015/10/27) */
Stripe's primary function is to process payments; we do not guarantee against fraudAlthough we offer our merchants the option of auto-declines for charges that fail the zip code and CVC checks, this is not 100% fraud proof
The
charges here were disputed and ruled in favour of the cardholder as their bank decided that the charge was not authorized by the cardholderThe complainant reached out to us on June 27th regarding fraudulent payments made on their Stripe accountWe replied later that day informing them that the shipping address and zip code differed slightly from the verified zip code on the credit card used to make the payment in questionWe informed the complainant that it is very difficult to win a dispute if the shipping address differs from any of the card details, and it was most likely this difference that caused the bank to decide in the client's favour as this is most likely a case of stolen card information
We also recommended that, if the complainant ever suspected a charge to be fraudulent in future, they should refund it immediately and not fulfill the orderIn doing this they will avoid a chargeback as disputes cannot be initiated against fully refunded chargesWe also offered the following guide with preventative measures: https://support.stripe.com/questions/avoiding-fraud-and-disputes
As a matter of clarification, Stripe is not responsible for fraudulent charges processed by users' accountsMuch like the disputes process, we pass *** relevant information (including the CVC, street check, and ZIP checks the user mentions in his complaint) to the card-issuing bank, who then authorize or decline the chargeWe have many fraud prevention measures in place, including allowing users the ability to refund suspicious payments even if they are authorized by the bankThese tools exist to help our users protect themselves
Stripe is not in a position to cover the cost of disputed funds for our usersOur terms explicitly state that users are "immediately liable for to Stripe for the full amount of payment of the Chargeback plus any associated Fees, fines, expenses or penalties." Our terms further state that "Stripe may provide you with assistance including notifications and software to help you contest your ChargebacksWe do not assume any liability for our role or assistance in contesting Chargebacks." Our users accept these terms when they create their Stripe accountsMore information can be found in our terms of service, here: https://stripe.com/us/terms#chargebacks
Disputes are a frustrating reality of accepting credit card payments, especially onlineWe try to give our users the best chance to avoid these situations, but ultimately Stripe will not accept responsibility for fraudulent paymentsWe are happy to help the complainant avoid future disputes, and can always be contacted at ***@stripe.com
Initial Consumer Rebuttal /* (3000, 7, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not the response I received from a employee of your companyafter my first of many untruthful chargebacks, I was explained this would no longer happenThat my account would go under special protection to stop illegal purchases
Final Business Response /* (4000, 9, 2015/11/19) */
The dispute process has been established by the card networks to protect cardholders from a variety of service issues and from unauthorized transactionsSince its inception, the merchant of record has been held financially responsible for all disputes to charges that occur in the card-not-present environmentTo facilitate card payments in this environment, banks must take many signals into account when determining whether to authorize any transaction request, and merchants are responsible for reviewing their charges and orders to determine whether any charge presents unacceptable risk to their business
On June 25, the complainant contacted our Support team over email regarding a disputed chargeThey received a response from a Stripe team member that same day, but did not reply to usThey wrote in again separately on July 1, inquiring about the reason why they lost the disputeDue to the formal nature of the dispute process, the bank makes the final decision to resolve a dispute in favor of one party over the otherStripe sends as much information as we receive from the bank through the user's Stripe dashboard and through emailThe complainant was informed of this and also received information on how both to prevent and respond to disputes by providing evidence, at which point the complainant decided to close their Stripe account and file a Revdex.com complaint instead
Stripe users may close their Stripe account at any timeMore information can be found in our Support documentation here: https://support.stripe.com/questions/how-can-i-close-my-stripe-account
However, closing their Stripe account does not resolve them of responsibility for outstanding chargebacksIn order to win a dispute, once initiated, the complainant must submit evidence for the bank to reviewThe complainant has not submitted evidence for the three most recent disputed charges, on September 30, October 7, October 21, and those disputes were decided in favor of the cardholder
The complainant also states that they never had the chance to disclose themselves over email or explain their situation to receive helpIn the email exchanges the complainant had with Stripe Support on July and September specifically, the complainant wrote in from the Support site while signed into their Stripe account, which automatically identifies them as the account holder
Regarding the chargeback fee, Stripe charges a $fee per disputed charge, which is fully refunded in the event that the user is able to win the dispute, although the fee Stripe is assessed is not returned to us by the bankWe return this fee to users because we strongly believe businesses should not be penalized for disputes that are resolved in their favorWe outline this in our Support documentation here: https://support.stripe.com/questions/why-does-stripe-charge-a-fee-for-each-dispu...⇄ /> We know merchants have a choice in payment processing, and are sorry the complainant had a poor experience based on these disputesWe have offered education regarding fraud prevention, knowing that no algorithm can truly replace the merchant's active participation in charge/order review, and wish the complainant every success in their business going forward