Stripe, Inc.

Initial Business Response /* (1000, 5, 2015/05/18) */
To fulfill our legal and regulatory obligations, Stripe requires that our users have a website or other reputable means of establishing and verifying the identity of their business:
On April 3rd, 2015, a Stripe representative reached out via...

email to the complainant to let them know that we were unable to verify their business, as the website they provided to Stripe when signing up for an account does not exist. The email contained questions and suggestions as to means of verifying their business.
The complainant responded to provide the correct website URL until May 5th, at which time Stripe responded to notify the complainant that the URL had been received and the website would be reviewed. The complainant contacted Stripe again on May 8th to demand that their funds be transferred immediately. Stripe responded the same day to the complainant to explain that this review is conducted manually and would take some time, and that we'd notify the complainant when the review was complete.
On May 18th, we responded to notify the complainant that the website review was complete and that a bank transfer had been initiated for their funds. We are sorry for the delayed website review, and understand the complainant's frustration regarding the wait.

Initial Business Response /* (1000, 5, 2015/02/04) */
Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable law. As a result, it is important that Stripe fully understands who merchant customers are and ensure that the businesses...

they are engaged in are consistent with the Stripe Terms of Service (ToS), which are posted on the Stripe website at https://stripe.com/terms and to which all merchants agree when activating Stripe accounts.
In 2013, Stripe closed two fraudulent merchant accounts and submitted their information to the MATCH merchant blacklist operated by MasterCard, as Stripe is obligated to do under credit card Network Rules (Sections A.10 and A.14). The purpose of lists like this one is to keep noncompliant or fraudulent merchants from opening new accounts to accept payments. In many cases, they are also used to flag stolen identities so that fraudulent businesses may not continue to operate under an assumed name.
In April 2014, the complainant contacted Stripe support to notify Stripe that he had been contacted by a collections agency in error for a balance he did not owe. Stripe promptly canceled the collections process for this account. The complainant offered to send in additional information on the identity theft, but ultimately did not provide this information. At this time, steps were not taken to remove the complainant's name from the MATCH list, as the name was still considered a risk for identity theft and fraudulent activity.
On January 8, 2015, the complainant signed up for a Stripe account. Later that day, a Stripe representative notified him that his Stripe account was closed because Stripe cannot process payments for businesses associated with another business that has been previously rejected (Section D.4). The next day, the complainant replied to the email to inquire about this previously terminated business, assuring Stripe that no account of his had been rejected.
On January 13, 2015, a Stripe representative responded to the complainant's inquiry, explaining that there was a credit card blacklist entry for his name and giving the name of the previously rejected business associated with it. When the complainant replied to let the representative know that he had never owned a business under that name, the Stripe representative immediately reactivated the complainant's account and replied with several additional identity verification steps.
On both January 13 and 15, 2015, the complainant sent in additional information on the identity theft. He also emailed in separately on January 15, 2015 to notify Stripe that he would take legal action if he did not receive a response the next day. On January 16, 2015, the complainant exchanged several more emails with a Stripe representative. On this day, the representative notified him that internal action had been taken to begin the process of clearing the MATCH listing, but that additional documentation would be needed to prove that his identity had been stolen. The complainant provided the requested documentation and asked that he be updated on the status of this petition the following week.
On January 19th, a Stripe representative contacted the complainant to let him know that Stripe was currently working with one of its banking partners to resolve the matter. The representative promised to reach out once the process was successfully completed. On January 26th, the complainant reached out to ask for an update on the status of his removal from MATCH. The following day, a Stripe representative replied to let him know that the banking partner was currently working with the credit card brand to remove the blacklist hit and that, again, Stripe would reach out as soon as this was taken care of.
At this stage in the removal process, Stripe is simply acting as an intermediary between the complainant and the bank. Stripe has provided all information necessary currently necessary for the removal and has requested swift action from its financial partners. This situation required particular care because of the risks inherent in identity theft.
The procedures in the above sequence of events were in accordance with the following sections of the Stripe Terms of Service (https://stripe.com/terms):
Section A.10
You also acknowledge that we or our payment processor is required to report your business name and the name of your principals to the MATCH listing maintained by MasterCard and accessed and updated by Visa and American Express or to the Consortium Merchant Negative File maintained by Discover, if applicable, pursuant to the requirements of the Network Rules (as defined below, in Section 14). You specifically consent to the fulfillment of the obligations related to the listing by us or our payment processor and to the listing itself and you waive and hold harmless us or our payment processor from all claims and liabilities you may have as a result of such reporting.
Section A.14
The Card Networks have established guidelines, bylaws, rules, and regulations ("Network Rules"). You are required to comply with all applicable Network Rules that are applicable to merchants. You can review portions of the Network Rules at Visa and MasterCard. The Card Networks reserve the right to amend the Network Rules. Stripe reserves the right to amend the Agreement at any time with notice to you as necessary to comply with Network Rules or otherwise address changes in the Service.
Section D.4
We may terminate this Agreement and close your Stripe Account at any time for any reason effective upon providing you notice in accordance with Section A.15 above. We may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if (i) 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; (ii) you do not comply with any of the provisions of this Agreement; or (iii) upon request of a Card Network or the a card issuer.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I partially accept this explanation and am now generally satisfied with how this problem is being resolved.
HOWEVER: in April 2014, when STRIPE cancelled the collections process they stated, in email, "We'd appreciate any information you're willing to share. I do want to let you know that this does not indicate any obligation for us to take any specific action. Let me know what you're comfortable sharing."
So here we have Stripe accepting my explanation that it was fraud, cancelling the collections process, casually asking for more info and never once letting me know my identity had been BLACKLISTED. That, my friends, is bad business practice. If Stripe had 1)let me know my name was MATCH'ed and 2) clearly stated that I needed to offer documentation to correct this, I would have immediately shared proof of identity theft.
As a result of being erroneously MATCH'd by Stripe, I applied for and was rejected by multiple merchant account providers and my credit score took a hit as a result. Now how is my credit score going to fixed?
I urge Stripe to be more clear and transparent in the future about such matters. Agreed?
Final Business Response /* (4000, 9, 2015/02/24) */
On January 13, 2015, when the complainant reached out to a Stripe representative requesting additional information about the situation, the Stripe representative explained that the complainant or a previous business the complainant was associated with had been placed on a credit card industry blacklist.
After investigating the matter further, a Stripe representative asked for additional clarification about the complainant's business and personal details, at which point, a Stripe representative explained that the complainant had been placed on a credit card industry blacklist due to an association with a fraudulent, delinquent account. Up until that point, it had not been evident that the complainant's identity had been stolen, and, when this was uncovered, a Stripe representative explained what had transpired and what actions needed to be taken both on Stripe's side and the complainant's side to resolve the issue.
That very same day, on January 13, 2015, the complainant explained that his identity had been stolen and urged Stripe that this was a mistaken listing. Stripe then took the necessary steps with its banking partner to provide the necessary documentation to remove the complainant from this credit card industry blacklist as this listing was submitted in error; in this case, the error's cause was the complainant's identity being stolen by a fraudulent actor.
While this resolution process has taken some time, a Stripe representative has been in close contact with the complainant to keep the complainant apprised of the progress on this issue, and, as of the writing of this response on February 24, 2015, the complainant has been removed from this blacklist.
Final Consumer Response /* (2000, 11, 2015/02/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm glad it's resolved. Unfortunately, it appears my larger point and context was entirely missed by whomever is responding on behalf of Stripe.
In 2014, I was placed on the blacklist by Stripe without notification when I shouldn't have been. I wasn't notified of this action until I was rejected by multiple merchants and my subsequent credit rating dip in 2015. This is how you ruin people's lives.

Initial Business Response /* (1000, 5, 2015/12/19) */
Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable law. 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 services. Stripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise.
After a routine review, Stripe reached out to the complainant via the [redacted].com email on November 27, 2015 requesting additional information needed to verify the Stripe account. The email sent was as follows:
Hi [redacted],
Thanks for choosing Stripewe really appreciate it.
We're writing to request some additional information that we couldn't verify using complainant's business URL. In order to continue transferring funds to you on time, we need to be able to verify:
- what you're selling, and
- how your customers might get in touch with you in case of issues (having contact information is also a great way for you to avoid possible disputes).
Would you mind sending over a working URL that includes this information1? Alternatively, we'd be happy to take a look at your business' social media profile (e.g., an established LinkedIn or Facebook business page that includes a description of the products or services you use Stripe for and your contact information). If you don't have an active online profile for your business, an itemized invoice for a recent payment on your Stripe account could also work.
If your website is simply under construction (we understand that these things can take time), do you know when you're planning to make it available? As soon as we can verify these details, your account will be all set to again automatically transfer funds to your bank account.
Best,
Stripe Team Member
1 https://support.stripe.com/questions/do-i-need-a-website-to-use-stripe
Since previous emails to this complainant had been failing since November 20, 2015, after this email request for additional info initially bounced, the system did not retry sending it. The complainant received a dashboard notification reading "Before we can continue sending funds to your bank account, we need some additional information. We've sent an email to you at [redacted].com with details. If you have any questions about this, don't hesitate to contact us."
On December 1, 2015, the complainant responded to this dashboard notification by writing three emails to [redacted]@stripe.com. The complainant had not received the original email and requested that Stripe re-send the message. A Stripe team member replied to this email that same day, explaining why Stripe needed to verify the URL of the complainant's business and copying the original email for reference. This email, like the ones prior to it, bounced again.
From December 2-3, 2015, the complainant continued to reach out to Stripe and received replies from Stripe team members within the day. Stripe's replies to the complainant continued to bounce, and the complainant grew frustrated, believing that Stripe was ignoring them.
The last reply the complainant received was on December 14. In this reply, the Stripe team member referred back to the multiple replies sent to the complainant and that Stripe hadn't heard back from the complainant in turn.
Stripe has investigated the issue with the bounced email and has cleared the previous email failures in the system that were preventing Stripe emails to the complainant from being re-tried. Provided that the complainant's email account is viable and able to receive emails, the complainant should now be able to receive emails from Stripe. If the complainant can provide a valid URL for the site they are accepting payments on, this should resolve the issue verifying their account details. We apologize for the frustration and distress that the complainant has experienced. Prior to posting this response, we have emailed the complainant directly on December 19 explaining the source of the confusion and confirming the steps needed to verify their business.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thanks for resolving this complaint.Sincerely, [redacted]

Initial Business Response /* (1000, 9, 2015/12/25) */
Stripe helps thousands of merchants accept payments online. We 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's. Stripe does not...

have a website named [redacted].net. Stripe did not promise to ship any products. The 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 directly. As the complainant has clearly stated they have purchased an item from [redacted].net and not received the required products and services they will need to follow that up with [redacted].net directly.
Initial Consumer Rebuttal /* (3000, 11, 2015/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the businesses response, because their name should not appear at the bottom of an invoice if they are not affiliated.
Upon further research, I have been able to locate the Website owner contact info and physical address of the e-mail sender.
Website owner
Name: [redacted]
Organization Name: [redacted] SL
Street : [redacted]
City : [redacted]
Postal Code : XXXXX
Country Code : ** (Spain)
Phone : +34.603104428
E-mail : **@zululeads.com
http://www.whoishostingthis.com/?q=[redacted]
https://who.godaddy.com/whoisstd.aspx?domain=[redacted]
E-mail Address = [redacted]@[redacted]
Physical Location
[redacted] St [redacted] XXXXX
Website I used to derive the information:
http://www.melissadata.com/lookups/Emails.asp?FinEmail=support%[redacted].net&am...⇄ />
Final Business Response /* (4000, 20, 2016/01/11) */
The complainant is correct in that Stripe's details should not have appeared on the their bank statement. We don't charge customers' cards directly and it's an unfortunate bug that our information has shown up on their bank statements instead of the business with which the complainant has made a purchase. This does not change the fact that Stripe does not have a website named [redacted].net and is unable to provide any information relating to the purchase as we are not a party to that information.
The complainant will need to reach out directly to the merchant involved to obtain any information that the merchant may have in regards to the purchase and to obtain a suitable resolution.
If the complainant is having difficulty contacting the website owner, they should dispute the $56 payment directly with their bank to receive an immediate refund.
Final Consumer Response /* (2000, 22, 2016/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have launched a new complaint against the merchant and business owner.

Stripe operates within the constraints imposed by our banking partners, credit card networks, and applicable laws. Therefore, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of Service. All 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 services. Stripe 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 Service. Stripe cannot process payments that appear to be unauthorized by the owner of the charged card. The majority of the complainant’s business seemed to be driven through unauthorized, fraudulent charges.  On June 15, we reached to the complainant to let them know about our concerns and to get more information about the payments in question. 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 Service. Our 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.

Stripe collected $12,708.63 for us on June 17 with a transfer date of June 19. Every few days the transfer date move forward a couple of days. Now on July 1 it is moved to July 5. I have written over 20 emails to the complaint and support departments and have yet to receive a single explanation or response what o ever. I only receive a form email occasionally from support saying they will work on it when they have time. I even tried to email from 3 additional email accounts and only had a response saying to use the correct email address. I asked that a specific top 3 company officials be given copies of my emails and they did not respond at all. There is a phone number but it is a recording telling you to contact support thru email. I have worked in business since 1968 and can't remember a single company that has worst customer and officer response with their customers, because the emails are not answered. If you want the same type of service from the support dept. then go ahead and deal with Stipe. I hope your experience will be better than mine has been.

Stripe processes credit card payments for thousands of online businesses worldwide. The service allows businesses of all sizes to start accepting credit card payments for their products sold on the web. The virtue of our providing service does not mean that we are managing any of our user businesses...

finances. All users are required to agree to our Terms of Service, which is found here: https://stripe.com/legal. This ToS explicitly states that the user/merchant is "responsible for the relationship with [the customers]" that includes "....delivery, support, refunds, returns, and for any other ancillary services you provide to your Customers." 
On [redacted], the complainant contacted Stripe saying that she never received a refund for a returned item from a merchant who uses Stripe as a payments processor. Stripe replied to the customer, explaining that it provides payments processing to the merchant. It was also communicated that a refund can take 5 to 10 days until the funds are reflected in a bank account, and that the customer should contact the bank directly. Stripe informed the complainant that we are able to assist if she had any more questions, and the complainant did not write back.
On [redacted], the complainant contacted Stripe again with a screenshot of the refund provided by the merchant. The complainant also informed that the credit card company said the funds have not been deposited. Stripe acknowledged, and requested the complainant to tell the merchant to contact us directly. 
By virtue of our Privacy Policy and Service Agreement, Stripe has an obligation to protect merchant information, and therefore cannot disclose details of transactions to a 3rd party without the merchant's consent. Further investigation of missing funds cannot take place without access to the merchant account. 
To this request, the customer responded that they've already contacted the merchant before and this is not their problem. We never heard from the unidentified merchant.
The last contact with the complainant was initiated by Stripe on [redacted], after further investigation revealed more specifics about the transaction. Stripe wrote, "Since the merchant issued this refund on the 3rd of [redacted], a Saturday, so it is possible that the refund will appear on your electronic statement as late as the 16th, which is this coming Friday. " The complainant did not reply.
Instead, the complainant filed this Revdex.com case on the same day on[redacted].  This day was three days prior to when the refund was expected to arrive at the complainant's bank. It appears there was no allowance of sufficient time for the refund to arrive. If the complainant is still having trouble locating this refund, they can contact Stripe Support at [email protected].

Stripe operates within the constraints imposed by our banking partners, credit card networks, and applicable laws. Therefore, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of Service. All 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 services. Stripe 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 Service. Stripe cannot process payments that appear to be unauthorized by the owner of the charged card.The majority of the complainant’s business seemed to be driven through unauthorized, fraudulent charges. This led to a very high chargeback rate which Stripe could not continue to support. Therefore, after a thorough investigation and communication with the complainant, Stripe closed the complainant's account.
The closing of this account is in accordance with the following section of the Stripe Terms of Service. Our 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.

Complaint:[redacted]I am rejecting this response because: I completely understand that they closed my account.  That is not the issue and yet again they seemed to have stepped around answering my question.  When they closed my account I had $[redacted] in it.  They have held the finds and will not deposit my remaining funds to me even after closing my account almost 3 months ago.  Sincerely,[redacted]

This is AGIAN the same generic message they sent before. They are claiming my 13 transactions equaling $[redacted] were unauthorized for which I have already shipped the  merchandize for. Let me explain things. I had correspondence by email with every single one of these customers before they purchaed the products, they asked me to invoice them for which I did through a third party (invoicebus.com) because stripe does not offer invoicing and works with them. After Stripe claimed all my 13  transactions were not authorized by the customers I had no choice but to contact them all by email ,they were so kind to email me back stating that  the transactions were authorized by them.Every one of them!
 I forwarded them ALL to Stripe and did not receive any acknowledgment from stripe regarding any of the 13 emails. They sent one email saying they do not want to do business with me and they will not give me my $[redacted] for which I also emailed they shipping and tracking proving they have all been delivered to the customers. They claim they refunded all the customers. I contacted the  customers again and none of them were refunded. I will forget about stripe paying for my medical bills from t stroke I received from this ordeal because Revdex.com does not deal with medical issues  but I want my money back for which they already took the people's money, I shipped the merchandise, and have proved they were all authorized. 
I fully understand if they don't want to do business in the future, believe me, nor do . I have not nor has Stripe gotten any disputes from any of these transactions or been able to proven that they are unauthorized. They fully ignored my 13 customers emails I forwarded to them and are keeping the money. Long story short... I want my money($[redacted]) released  to me. I earned it, proved they were all legit authorized transactions, They were all processed already, products were ALL delivered.. I am not asking for much only what I fully deserve.
Thank you
[redacted]
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Below is Stripe's Response to the complaint submitted by [redacted] (herein referred to as the "Complainant") on January 29, 2018.A dispute on who is the rightful owner of the account was initiated. Stripe must ensure that access to the account is given to the correct party. Stripe has been in contact with both the Complainant and the third party who also claimed ownership of the account. Stripe kept the Complainant informed of progress throughout it's investigation. During this process, the Complainant regularly used abusive, vulgar language in their emails instead of providing the information requested of them. 14 days after requesting Articles of Incorporation to investigate the Complainant's claim to the account, the Complainant provided this information. Stripe was unable to move forward in it's investigation until that information was provided. Not providing requested information has caused this investigation to take longer than it would have normally. Stripe encourages the Complainant to continue to provide information that it requests, as this will allow Stripe to best help them, as outlined in it's Service Agreement,"At any time during the term of this Agreement and your use of the Services, we may require additional information from you to verify beneficial ownership or control of the business, validate information you provided, verify you or your Representative’s identity, and assess the risk associated with your business. "[redacted]For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account and the Complainant's claim for damages is baseless.

Initial Business Response /* (1000, 5, 2015/07/14) */
Disputes can be a frustrating part of accepting credit card payments, and Stripe does everything possible to make sure our users have an advantage during the disputes process. That said, Stripe does not have the ability to resolve disputes for...

our users, or make decisions about who wins or loses. Stripe provides tools to our users for submitting evidence to their customers' card-issuer, but that issuer is the entity who arbitrates the process, not Stripe.
The complainant wrote to Stripe on July 3rd, 2015:
"Very bad service. Horrible help in chargeback disputes. disgusting customer service. I cannot believe Stripe is used at all. I wish I didn't have to use this. You need a contact number for people to call when they need help. emails are never responded."
We responded to the complainant on July 3rd, 2015, asking them if there was anything specific that we could help them with. As of July 14th, 2015, Stripe has yet to receive a response from the complainant.
As a matter of further clarification, Stripe does not authorize charges for our users. Much like the disputes process, we pass [redacted] relevant information (including any CVC, street check, and ZIP checks the user mentions in his complaint) to the card-issuing bank, who then authorize or decline the charge.
While it appears that the complainant took reasonable steps to resolve the disputes in their favor, Stripe is not in a position to cover the cost of disputed funds for our users. Our terms explicitly state that users are "immediately liable 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 Chargebacks. We do not assume any liability for our role or assistance in contesting Chargebacks." Our users accept these terms when they create their Stripe accounts. More information can be found in our terms of service, here: https://stripe.com/us/terms#chargebacks
Disputes are a reality of accepting credit card payments, especially online. In this case, there are no extenuating circumstances that warrant Stripe assuming liability for the disputed funds, though of course we will continue to support her as much as possible through any further disputes or chargebacks she receives.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still do not see how this is fair. Of course you would say that you take no responsibilities. Of course it would say that we accepted terms when we create out stripe account. The problem is, I never wanted to have a stripe account. I was forced to open one in order to get my money from orders I get on storenvy. A very unfair payment method that was spawn onto thousands of storenvy users who did not sign up for this when they started their account on storenvy. I was happy with just paypal but when they added stripe as their main payment method, we had to agree to it or else we won't get as many sales or our account will be frozen if we decline stripe sales. It was like an obligation. I know how this ends and honestly, this is just awful service. Obviously stripe wins, they already got their money. It does not help my business at all when I feel like I need help. Super unreliable AND I never got a response from stripe although you claim to have messaged back. I emailed quite a few times earlier this month and late last month. NO RESPONSE until I report here. Super shady business. I will spread my word to others about stripe about their lack of communication and shady business ethics. Thanks anyways. Stripe does nothing to support my business when there are problems and from what I've read, for others as well.

Stripe has worked out an agreement with the complainant and agreed to release their funds. The remainder of their balance is currently in transit. Complainant can log into their Stripe account to review this transfer information.

On [redacted] 10, [redacted], Stripe reached out to the Complainant in order to receive the initial information that was requested of the Complainant. In order to release the Complainant's funds, Stripe must be able to verify their account. Stripe must verify the validity of accounts using it for processing and may hold transfers if it is not able to verify these users:"We reserve the right to change the Payout Schedule or to suspend Transfers to you: (i) due to pending, anticipated, or excessive Disputes, Refunds, or Reversals; (ii) in the event of we suspected or actual suspicious activity; or (iii) where we are required by Laws or court order."https://stripe.com/us/legal#transfers-and-transfer-scheduleStripe requests that the Complainant provides the information requested of them so that Stripe can review their account.

Initial Business Response /* (1000, 5, 2015/08/26) */
On August 18th, a refund was processed from the complainant's Squarespace account for a charge made on September 9, 2014 for $156.75. On August 24th, the complainant contacted Stripe, stating that approximately $150 had been taken from their...

bank account without their consent. Upon further inquiry, the complainant stated they had "emptied the purchase from their squarespace site" the day the refund was executed, but had not meant to trigger a refund from the account, and requested that Stripe "nullify the transaction". As the refund had already been successfully processed via the complainant's Squarespace account, we informed the complainant that they would need to contact that customer for reauthorization to charge their card; Stripe can not reverse refunds. Complainant responded, stating that the refund "did not go through" and requesting it be returned to their account; Stripe responded in turn by sending the complainant the details of the successful refund, including a reference number. Since then, Stripe has not received additional correspondence from the complainant.
Stripe would like to note that all actions taken to recover the funds thus far are in line with Stripe's Terms of Service agreement, specifically in regards to the rules regarding refunds and returns, which can be found here: https://stripe.com/us/terms#refunds-and-returns
Of specific note is the following:
"You will use best efforts to process all refunds within sixty (60) days after the original transaction date, and you acknowledge that refunds processed after that time may not be capable of being processed.
For processed refunds, Stripe will deduct the refund amount (including any applicable Fees) from (i) settlement funds owed to you from processing of other card transactions, or (ii) funds in any Reserve Account. If these funds are not sufficient, you authorize Stripe to initiate an ACH debit entry to your Bank Account in the amount necessary to complete the refund transaction to the cardholder's card. In the event Stripe cannot access your Bank Account by means of ACH debit, you agree to pay all funds owed to Stripe upon demand. You are solely responsible for accepting and processing returns of your products and services; Stripe has no responsibility or obligation for processing such returns."
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am the client, and I am the one who mistakenly deleted the payment because I thought it was old.
Why is there no recourse for communication on behalf of the client ie me?
This person I have to reprocess the order with is unreachable , and so how am I able to correct a human mistake on my part if you are so inflexible and do not undo that mistake?
!!!!!
[redacted]
Final Business Response /* (4000, 9, 2015/09/10) */
Once a refund is made and has settled, there is no way Stripe can cancel or reverse this refund. Although this is a human error, unfortunately, there is no way Stripe can undo this mistake.
We followed up with the complainant today, and provided a Dashboard link to the refunded charge in question. This link also contains the email address connected to their customer. The complainant may use this email address to contact the purchaser and ask to recharge their card to undo this mistake.

Below is Stripe's Response to the complaint submitted by [redacted] (herein referred to as the "Complainant") on [redacted], [redacted].
Stripe Overview
As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device,...

to quickly and simply accept credit card payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account information. This information is submitted through an electronic application process and additional information, such as ID scans, [redacted] be requested by Stripe after submission.
 
Merchants have control over what information is provided to Stripe – for credit card charges, this must minimally contain the card number and expiration date. Most merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required to. It is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account.  It is important to note that merchants identify the account into which funds are ultimately deposited through the Stripe management interface. Merchants consent to Stripe’s Services Agreement when establishing their account. A current version of the Stripe Services Agreement is available at https://stripe.com/us/legal.
[1] https://stripe.com/us/payments
Merchant Account Overview 
The Complainant submitted an account with Stripe on [redacted], [redacted] under the name "[redacted]." at http://[redacted]/. Stripe processed payments for the account owner until [redacted], [redacted]. During a routine review, Stripe identified strong signals that the Complainant's account was in violation of the Stripe Terms of Service. Specifically, Stripe cannot process payments that appear to be unauthorized by the owner of the charged card. The majority of the Complainant’s business seemed to be driven through unauthorized, fraudulent charges. 
On [redacted], [redacted], Stripe reached to the Complainant to let them know about its concerns and that it could no longer support their business. The Complainant never sent an appeal regarding this decision via the card verification provided in the message on [redacted], [redacted]. After a thorough investigation, Stripe closed the Complainant's account on [redacted], [redacted].
The closing of this account is in accordance with the following section of the Stripe Terms of Service. Stripe's terms very clearly state that Stripe, "[redacted] 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 Stripe is 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. For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account and the Complainant's claim for damages is baseless. Tell us why here...

Stripe processes payments for thousands of businesses of the internet, and as such Stripe goes to great lengths to ensure the safety and validity of these businesses. One facet of that is to verify the Stripe account owner is indeed part of the website they charge cards for. To date, the complainant...

has not been able to verify ownership of the website domain they claim to act on behalf of. We are legally obligated to ensure that every Stripe account owns the website on which they collect charges. If we are unable to verify that information, we reserve the right to hold funds until this can be verified, as stated in our Terms of Service: "At any time during the term of this Agreement and your use of the Services, we may require additional information from you to verify beneficial ownership or control of the business, validate information you provided, verify you or your Representative’s identity, and assess the risk associated with your business....  Your failure to provide this information may result in suspension or termination of your Stripe Account." https://stripe.com/us/legal We have sent multiple emails to the complainant requesting that they verify ownership of their website, on the 23rd of June [redacted], and the 18th of July. To date, the complainant has not been able to verify this information, and we can not release their funds until they do. We have provided them with the necessary links and processes to do so, and await their verification. As soon as the complainant can verify the ownership of their attached website, we will release the funds in question.

Stripe reached out to the complainant on June 23, [redacted] to inform them that we would no longer be able to work together due to their business being at high risk of disputes. Stripe bears financial responsibility for all accounts accepting payments; therefore, Stripe needs to have a high degree of...

confidence about their legitimacy, and their likelihood of delivering promised goods and services. Upon review of account, Stripe found that the business presented a high level of risk and on July 5, [redacted] reached out to the compliant to begin the offboarding process.
The closing of this account is in accordance with the following section of the Stripe Terms of Service. Our terms 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 balance of the complainant's account is currently subject to a reserve and will be held until October 3, [redacted]. We're legally obligated as per our agreements with our banking partners to hold a full reserve of those funds. More information about Stripe's reserve policy can be found within our Terms of Service:
https://stripe.com/us/terms#reserves
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 including the ability to process refunds.

Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable law. As a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of Service. All users agree to these terms when activating...

Stripe accounts, and the terms are posted here: https://stripe.com/us/legalDuring a routine review, Stripe determined that the complainant's business was at a high risk for disputes as well as selling prohibited items. On [redacted] 6, [redacted], we contacted the complainant, informing them that we would no longer be able to support their business as they were selling prohibited items:https://stripe.com/us/prohibited-businesses#ip-infringement-regulated-or-i...⇄ closing of this account was in accordance with the following section of the Stripe Terms of Service. Our 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... you use the Services in a prohibited manner or otherwise do not comply with any of the provisions of this Agreement". https://stripe.com/us/legal#terminationIn order to mitigate future losses to Stripe as a result of chargebacks on the complainant's account, a reserve was set in place that will last for 90 days. Funds will be transferred to the complainant's bank account on [redacted] 8, [redacted]. This is in accordance to our terms "We may impose a Reserve on you for any reason if we determine that the risk of loss to Stripe, Customers, or others associated with your Stripe Account is higher than normal. For example, we may hold a Reserve if: (i) your or your Customers’ activities increase the risk of loss to us or to your Customers, (ii) you have violated or are likely to violate this Agreement, and (iii) your Stripe Account has an elevated or abnormally high number of Disputes."https://stripe.com/us/legalWhile there is a reserve in place, the complainant is able to log into their Stripe dashboard, process refunds to the customer's whose funds are held and reprocess these funds with a different processor.