Stripe, Inc.

Complaint: [redacted]I am rejecting this response because Stripe failed to put me in contact with the bank that is claiming these charges were fraudulent hence preventing the merchant from resolving the 'root' cause of the issue. Fraudulent chargebacks occur all the time and unfortunately the payment processing company and banks are able to obtain what they want out of the transaction at the expense of the merchant without doing a comprehensive due diligence of the chargebacks. I would like Stripe to put me in contact with the bank's fraud department to further investigate these fraudulent chargebacks.Sincerely,[redacted]

Stripe is a software platform that allows businesses to accept credit card payments on the internet. Stripe does not process charges or refunds on behalf of any business, as outlined in our Terms of Service: [redacted]Because Stripe processes payments sent to us by...

businesses, the businesses are solely responsible for issuing refunds, as outlined again in our terms of service: [redacted] This states: "You the business agree to submit all Refunds for returns of your products and services that you used Stripe Payments to receive payment through Stripe Payments to your customers in accordance with this Agreement and Network Rules."In this case, the complainant's card was used to purchase a product sold by a business that uses Stripe to process online credit transactions, and therefore the business, not Stripe, is responsible for the refund. If the complainant would like assistance in locating the business in order to contact them for a refund, they should write in to [redacted] with the details of the transaction. They should include the last four digits of their card, the expiry month and year, and the amount and date of the charge. We will be happy to help identify the business that charged their card, and seek a refund through standard customer service channels.

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 account. On 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 September. Transfers were resumed and the funds hit the complainant's bank account on 2nd September.

Initial Business Response /* (1000, 5, 2015/05/18) */
On May 13th, the complainant emailed Stripe 7:20AM to notify us that she was not able to access her Stripe account. We do our best to respond within 24 hours; our website states that we will respond within 24 hours, if not sooner. In this case,...

we responded in six hours.
After this complaint was opened, we were able to resolve the complainant's login issue. The last we were in contact was on May 14th, when a Stripe employee sent a follow-up email. Since we have not received any other messages from the complainant, the issue appears to be resolved. We're happy to help if the complainant has any other trouble!

Initial Business Response /* (1000, 5, 2015/10/20) */
As a payment processor, Stripe can only support businesses that abide by the regulations of our banking partners and credit card networks. When a new seller creates an account, its company representative consents to Stripe's Terms of Service...

before activating the account. In addition, Stripe is required to ensure that all businesses it supports fully comply with its policies, which are posted here: https://stripe.com/terms
As a company offering phone services, the complainant's business poses a clear violation of our Terms of Service. While Stripe is continually working to expand the types of users that it can support, it has limited flexibility at this time.
Additionally, Stripe is unable to work with users with high customer dispute rates. At the time of this writing, the complainant's dispute rate through Stripe exceeds the tolerable limit. These regulations are imposed by Stripe's banking partners and credit card networks. As a result of the merchant's business type and its associated dispute risk, Stripe was required to terminate the merchant's account on October 13th, 2015.
At this time, Stripe has initiated the transfer of all remaining funds in the merchant's balance to their bank account, and the seller can expect to receive them in the coming days. If there is anything else Stripe can clarify for the complainant, they can contact us at [redacted]@stripe.com.

Initial Business Response /* (1000, 5, 2014/02/08) */
We first emailed this user on 12/4 to indicate there was a problem with their account, and though our mailservers confirm this email was received correctly, it doesn't appear the user has seen this. They have emailed several times since...

then, based on notifications in their dashboard, and we have sent approximately 15 messages in response to them, which our mail server confirms were delivered to the recipient. We have also emailed the user from our individual email addresses, rather than the general company support email address, also to no avail, as statements the user is making indicate they have not seen any of these messages. It appears extremely likely that our emails are getting segregated or stopped somewhere on the user's end, either by the spam folder or some filter. We have also called the user three times, and left voice mails at the business number the user included in their account information, and have gotten back no indication these voice mails were ever received. We are, as always, more than happy to talk through any issue with our users, and want to provide this user all the assistance he needs, but in this case we have been reaching out consistently and actively to the user while issues on their end apparently prevent us contacting them.

Below is Stripe's Response to the complaint submitted by [redacted] [redacted] (herein referred to as the "Complainant") on [redacted] 9, [redacted].Stripe OverviewAs 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, may 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/paymentsMerchant Account Overview The Complainant submitted an account with Stripe on [redacted] 18, [redacted] under the name "COLINGIBB.COM " at http://colingibb.com/. Stripe processed payments for the account owner until [redacted] 1, [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] 24, [redacted], Stripe reached to the Complainant to let them know about its concerns and that it could no longer support their business. Stripe took that opportunity to further review the state of the Complainant's account. Upon further investigation, Stripe has found that the account was closed due to a false positive by it's fraud tooling. In light of these findings, Stripe has reinstated this account. However, there is additional information that needs to be verified on the Complainant's account. On [redacted] 30, [redacted], Stripe reached out to the Complainant to verify this information before releasing the funds. The Complainant did not provide that information. Stripe states that it may hold funds in it's Terms of Service,"We reserve the right to change the Payout Schedule or to suspend Transfers to you. Examples of situations where we may do so are: (i) where there are pending, anticipated, or excessive Disputes, Refunds, or Reversals; (ii) in the event that we suspect or become aware of suspicious activity; or (iii) where we are required by Law or court order."https://stripe.com/nl/legal#transfers-and-payout-scheduleThis does not stop the Complainant from logging into their Stripe account and refunding these transactions.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.

Below is Stripe's Response to the complaint submitted by Kevin D Reyes (herein referred to as the "Complainant") on March 23, 2018.Stripe OverviewAs 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, may 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 [redacted]Merchant Account Overview The Complainant submitted an account with Stripe on March 9, 2018 under the name [redacted] Stripe processed payments for the account owner until March 15, 2018. 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 March 15, 2018, Stripe reached to the Complainant to let them know about its concerns and that it could no longer support their business and would be refunded all of the charges on the Complainant's account. After a thorough investigation, Stripe closed the Complainant's account and refunded all of their charges.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"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" [redacted]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.

Below is Stripe's Response to the complaint submitted by [redacted] (herein referred to as the "Complainant") on October 17, 2017.
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, may 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 [redacted]
[1] [redacted]
Merchant Account Overview
The Complainant submitted an account with Stripe on October 11, 2017 under the name "[redacted] " at [redacted]. Upon signing up for Stripe, the Complainant agreed to it's Service Agreement,
"Stripe will provide the Services to you at the rates and for the fees (“Fees”) described in the Fee Schedule, linked here and incorporated into this Agreement. "
[redacted]
"You can issue either partial or full refunds. There are no fees to refund a charge, but the fees from the original charge are not returned."
[redacted]
Stripe has made a one time courtesy to the Complainant and refunded the refund fee.
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, 2016/01/01) */
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, and for some reason Stripe's details have shown up instead of the...

merchant's on the complainant's credit card statement.
As of today, 1/1/2016, the complainant has not reached out to [redacted]@stripe.com for help on how to proceed with this issue. 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 issue. If the complainant does not receive a satisfactory response from the merchant, as it appears she has not, then we would typically recommend filing a dispute for the charge with the credit card company used for the transaction. We've also re-reviewed this company's account with Stripe and taken the appropriate action.
We would be happy to answer any questions that the complainant might have at [redacted]@stripe.com.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks for your reply. I have attempted to contact the vendor (the new fitness life) again and I've contacted my credit card company as well. I'll forward to your support mailbox in hopes you can help me get my money back. Thanks again.

Initial Business Response /* (1000, 5, 2014/10/09) */
The complainant charged their customer $249.97 on September 3rd, then refunded $179.98 of that charge on September 4th. Both of these situations were handled by the bank appropriately (the charge was applied to the card followed by a...

portion of the charge being refunded).
On September 23rd, the customer contacted their bank to dispute the charge. Even though the complainant had refunded a portion of the charge, the bank still allowed the customer to dispute the entire charge (this is out of our control).
When this happens, we recommend that our users (the complainant) respond to the dispute (through our interface) letting the bank know that a portion of the charge had already been refunded. In most cases, the bank will simply refund a portion of the chargeback to the user (complainant). If, however, for some reason the bank does not refund a portion of the charge, they will let us know, and we will honor the refund to the user (complainant) by applying an adjustment to their account to cover the cost of the portion of the charge that had been refunded.
As soon as we hear back from the bank (on how they rule here), we will take the appropriate steps. In either case, the user (complainant) will be returned the refunded portion of the charge, but we have to wait to hear if the bank will honor that before we manually apply the adjustment.
Initial Consumer Rebuttal /* (3000, 11, 2014/11/03) */
I have a shopify store and they use stripe for there credit card payments had order for $249.97 refund partial and shopify toook it in chargeback
had a shopify order of $249.97 on september 3rd, I refunded the customer $179.98, and shiped the partial out, customer did a chargeback and shopify took all the money instead of the remained since I had refunded them partial, they promised me that if they chargeback completed and I didnt get the partial back they would give it to me.
$179.98
Final Business Response /* (4000, 13, 2014/11/18) */
In the case of the disputed charge of $249.97, the resolution was unfortunately in your customer's favor. That said, you were returned $194.98 which is the total cost of the dispute fee ($15) and the $179.98 that you had already refunded to the customer. You can see where these funds were deposited back into your bank account from your Stripe dashboard.
I know that it's still an unfortunate situation to have to deal with fraudulent orders, and I'd love to help detect and prevent more disputes involving fraud down the line. You should also feel free to email us to get our input on if a charge looks valid or not! We'll always be happy to take a look. You can also check out the list of other things to look out for here: https://support.stripe.com/questions/avoiding-fraud-and-disputes
Please let us know if there are any questions we can answer about disputes or fraud -- we know it's a difficult process to deal with, and we're happy to help in any way we can.

Below is Stripe's Response to the complaint submitted by [redacted] (herein referred to as the "Complainant") on July 7, [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, may 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 June 17, [redacted] under [redacted] . Stripe processed payments for the account owner until June 27, [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 June 27, [redacted], Stripe reached to the Complainant to let them know about its concerns and that it could no longer support their business. Stripe offered to complete another review of the Complainant's account if they provided additional information.
 
Upon further investigation, Stripe has found that the account was closed due to a false positive by it's fraud tooling. In light of these findings, Stripe has reinstated this account; the Complainant is welcome to continue using Stripe and should find that their account will function normally. 
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.

Stripe reached out to the complainant on June 6, [redacted] about an account that is related to their [redacted] from [redacted] LLC by owner name, date of birth and tax id. This related account has a negative balance of $[redacted], which is a result of excessive chargebacks for product not received. In our...

email on June 6, we informed the complainant that we would need to reserve funds on their [redacted] from [redacted] LLC account, as they share the same owner, until their delinquent account was brought back into good standing. In this email, we also gave the complainant the option to send us a wire transfer to pay off the $[redacted] owed.
As stated in Stripe's Terms of Service, we reserve the right to create a Reserve Account on the complainant's account as needed:
https://stripe.com/us/terms#reserves
In regards to the complainant's concern about lack of phone support, we have simply found we can provide the most efficient service when our entire team can access and respond to an issue via email. Phone support is something that Stripe is actively looking into. In the meantime, the complainant is welcome to email us at [email protected].

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, 2015/08/10) */
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/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 services. Stripe 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. On April 21st, 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 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.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That does not address at all the main question. Where is my 15,000 dollars?
Final Business Response /* (4000, 9, 2015/08/24) */
The complainant had two Stripe accounts. Both accounts were rejected as they violated our Terms of Service. On 28th April, the complainant deleted both of these accounts.
Initially, we held reserves on one rejected account. However, this sum was transferred to the user's bank account in July. The second deleted account had transfers disabled - a sum of $5,990.47 was pending. We have enabled transfers on this second account. This remaining sum of $5,990.47 will be transferred to the complainant's bank account this week.
Final Consumer Response /* (4200, 13, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is incorrect. No money has been transferred to our bank accounts. We never deleted our accounts- access to our accounts was revoked and our passwords ** longer worked. Please have somebody call us at XXX-XXX-XXXX to resolve this. If you are willing to refund the money that is great. But we have not received any of our money back yet and it has been over 4 months.
thanks,
[redacted]

Initial Business Response /* (1000, 5, 2014/11/14) */
The complainant opened an account with Stripe on February 13, 2014. Unfortunately, the business model was among those that we're unable to support:
https://stripe.com/terms#prohibited-businesses
As a violation of our terms of...

service, Stripe informed the seller of the closure on February 28th.
After closing the merchant's account, he received two customer disputes. In November, the merchant contacted Stripe to resolve a negative balance and inquire about his status on a credit card industry blacklist. We informed the merchant that we previously resolved the negative balance. In addition, we let him know that we're unaware of his status on a credit card blacklist but could confirm that we never filed a report against his business.
We'd recommend that the seller contact previous processors for additional information. If he has any further questions, he can also contact Stripe by emailing [redacted]@stripe.com

I would highly discourage merchants from using this service. Stripe and their partner bank will facilitate your business getting ripped off through fraudulent charge backs. Your chances of resolving a dispute are 0 and they will dip into your bank account instead of taking responsibility or doing any due diligence. Do not allow these people access to your bank account.

Initial Business Response /* (1000, 5, 2016/01/24) */
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 ultimately bears the responsibility for preventing fraud and disputes on their account. This procedure is in accordance with the following sections of our Terms of Service, which can also be found at https://stripe.com/us/terms and more specifically https://stripe.com/us/terms#receiving-your-funds-from-card-transactions ("You are responsible for refunds, returns, and liable for customer disputes (chargebacks).")
Additional relevant terms agreed to by the complainant:
https://stripe.com/us/terms#payment-methods
https://stripe.com/us/terms#chargebacks
Section C.7 of Stripes Terms of Service states:
"When a Chargeback is issued, you are immediately liable to Stripe for the full amount of payment of the Chargeback plus any associated Fees, fines, expenses or penalties (including those assessed by the Card Networks or our payment processors). You agree that Stripe may recover these amounts by debiting by means of ACH debit of your Bank Account associated with your Stripe Account, debiting your Reserve Account, or setting off any amounts owed to you by us. If we are unable to recover funds related to a Chargeback for which you are liable, you will pay us the full amount of the Chargeback immediately upon demand. You agree to pay all costs and expenses, including without limitation attorneys' fees and other legal expenses, incurred by or on behalf of us in connection with the collection of any unpaid Chargebacks unpaid by you."
We also pride ourselves on having as much documentation for our users as we possibly can. One area of focus is fraud and dispute prevention, and we clearly mention steps for our users to take in order to prevent this exact type of situation:
https://support.stripe.com/questions/avoiding-fraud-and-disputes#identifying-pot...⇄ /> While we understand the stress this situation has caused the complainant, our Terms of Service and documentation are very clear that the ultimate responsibility for preventing fraud falls on our users. The complainant has provided evidence for many of the disputes and we are waiting on responses from the relevant banks before marking these as won or lost. The complainant will be informed of the outcome of these disputes as soon as we hear back from the banks.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am confused by their response. Are they going to look into this further or is the decision final and I have nothing I can do?
Final Business Response /* (4000, 9, 2016/01/29) */
Stripe provides tools to help our users submit dispute evidence to banks, but the ultimate decision on a dispute lies with the cardholder's bank and not with Stripe. After that decision has been made, banks will not respond to outside inquiries in regards to disputes that have already been processed.
Although the decision has been made by the bank, we are happy to provide the complainant specific information and feedback on disputes and the evidence they submitted should they email us at [email protected]. However, we cannot provide that information through the public forum on the Revdex.com website.

Initial Business Response /* (1000, 5, 2015/08/20) */
The complainant first wrote to us in relation to this transfer issue on 8th August. On 13th August we informed the complainant why we paused transfers to his account. We requested information from the complainant relating to a suspicious...

charge in order to verify its validity before we could re-enable transfers. The complainant responded with an explanation that day. After reviewing this information and completing the necessary verifications, we re-enabled transfers to the complainant's bank account on 20th August.
The charge in question will be transferred to the complainant's bank account on 24th August.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2014/08/28) */
We don't offer phone support at the moment, but we'd be happy to investigate [redacted]'s charges if she'd like to write in to us directly.
Stripe helps thousands of merchants accept payments online. It's an unfortunate bug that...

sometimes our information shows up on cardholders' bank statements instead of the merchant's.
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. If [redacted] would like to write into us directly with information about her charge, we'd be happy to look up the charge information and let her know which of our merchants created the charge. Specifically, the following information would be useful:
- last four digits of the card
- expirate date
- card type
- charge amounts and dates