Stripe, Inc.

Initial Business Response /* (1000, 7, 2015/11/05) */
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, 9, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the same General answer they have on their websites help page this does not explain why I've lost cases that I have this conclusive evidence showing I should be the winner of that dispute I've requested to talk to someone on the phone about my disputes and I get these general answers I could have looked up online for this company has a very bad review for stealing people's money without giving them a clear reason why besides them claiming they have nothing to do with the result of dispute
Final Business Response /* (4000, 11, 2015/11/14) */
We understand disputes are a frustrating part of running an online business. We are happy to provide the complainant specific information and feedback on disputes and the evidence they submitted should they email us at [redacted]@stripe.com. However, we cannot provide that information through the public forum on the Revdex.com website. Additionally, 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.
In general, we recommend merchants contact their customers first to try to resolve disputes. Specific recommendations based on dispute type can be found in our comprehensive support documentation, for example: https://stripe.com/help/dispute-types#fraudulent
Again, we are happy to answer any specific questions about disputes at: [redacted]@stripe.com. Outside of that, our Terms of Service are clear that responsibility for disputes and chargebacks lies with the complainant.
Final Consumer Response /* (4200, 13, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already spoken to multiple customers who say they have authorized their purchases with us the same orders you guys say we're never authorized by my customer something's not adding up if my customer tells me they authorized the purchase and expecting the purchase there has to be a scam on your end I've made test purchases with my own credit card to see if they would go through a few months later I will receive a dispute from stripe saying that this order was never authorized by the car holder which I am the cardholder which I did authorize that transaction I simply want my money back stripe swindle out of me

Initial Business Response /* (1000, 8, 2016/01/04) */
For a little background: Stripe creates software to help thousands of companies accept payments online. Sometimes, when customers make a payment to one of these companies, Stripe's details will temporarily appear on their statement...

instead of the company's.
Since we only process payments for these companies, we don't have the ability to view their order details, activation emails or cancellation policies. If the complainant can email [redacted]@stripe.com with the below payment details, we can search for these payment and provide contact details for the company who requested the charge:
- date of charge(s)
- amount of charge(s)
- last 4 digits of card used
- expiry date of card used
Initial Consumer Rebuttal /* (2000, 10, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If they ar just a middle man for payments then they are not the ones responsible. If they can get me to the actual company I can handle it with them.

Initial Business Response /* (1000, 5, 2015/06/30) */
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 5th June, 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, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This copy paste response does not answer what is obviously the greatest issue here.
I do not have my money and nor (my business partner tells me) do they. Please explain how I am able to trace this money. As it stands I can only consider this theft.
Please also explain why after 1 month not a single email I have sent has been replied to until I created this formal complaint. You claim you have no telephone number because things can be resolved better by email. This might be believable if these emails were answered
Stripe clearly has major issues and I am disgusted, However this is not longer my concern now that I am using Paypal. I simply want this money that neither myself nor my business partner has in its possession.
Stripe claims itself to be a friend of start ups. This kind of action can cause severe difficulties to financially strapped start ups to take their money and not answer their emails well trying to trace it.
I request evidence that this money has been returned to by business partner immediately.
Final Business Response /* (4000, 31, 2015/08/05) */
Hi [redacted],
The final position on Revdex.com Case# XXXXXXXX.:
I can confirm that we closed Mr. [redacted]'s Stripe account on 4th June after our fraud detection system identified a significant number of charges processed on the account as unauthorized, i.e. the owner of the card did not consent to the charge.
After Mr. [redacted] responded to our email in which we notified him of his account's closure, we reviewed his account again. Our stance on his company's eligibility as a Stripe user did not change given the significant number of unauthorized charges. We did not reply to his emails after this review.
In relation to the charge made by Mr. [redacted]'s vendor, a refund on the initial charge was issued. Mr. [redacted]'s vendor should have the money in its bank account.
The initial charge of £498.27 GBP was made by Mr. [redacted]'s vendor on 3rd June. However, this charge never settled, i.e. it was "pending" on the vendor's credit card statement and never left their bank account. Before this charge could be settled, we refunded the amount on 9th June. Therefore, the "pending" charge never occurred and dropped off the vendor's bank statement. Essentially, the £498.27 GBP never left the vendor's bank account.
If Mr. [redacted] wishes to take legal action, please tell him to redirect his complaint to [redacted]@stripe.com.
I hope this clarifies the situation. Please let me know if you have any questions or if there is anything else I can help with.
Best,
[redacted]
Final Consumer Response /* (4200, 34, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firstly I will need to confirm this with my business partner and Stripe has still refused to provide any evidence.
Secondly I have never received an explanation why Stripe replied to none of my emails or requests through the online form. The only way I got any response has been through Revdex.com which has also been hard work.
I will certainly be taking legal action for this disgusting service and treatment and the reputional damage caused.
Paypal have responded to any questions by email in 24 hours. [redacted] answered in seconds. Stripe have no phone number and have not answered 6-7 emails sent over a 2 month period.

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 27, 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 Business Response /* (1000, 5, 2015/10/14) */
To clarify: Stripe creates software to help companies accept payments online. We don't process payments made by check or cash.
The timeline provided by the complainant appears to match the process for disputed credit card payments. While it...

isn't possible to match the information provided to an ongoing dispute, we can provide a little background on the general process for disputed payments: When a payment is disputed by a cardholder, we're notified by their bank, who automatically refunds the transaction. Once a dispute is initiated, the merchant (Stripe's user) then has an opportunity to present evidence supporting why the payment was authorized and valid. Stripe forwards this evidence to the cardholder's bank, who ultimately decides whether the payment should be awarded to the cardholder or the merchant.
If the complainant has any questions about the status of a disputed payment, they should contact their bank directly. If there's anything else that Stripe can do to help, the complainant can contact us by emailing [redacted]@stripe.com.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just spoke with my bank, and they are going to give me my money back. I need to make sure that this company is being checked and/or investigated as this is a scam and this needs to stop. I am not sure what the Revdex.com can do or I can do to alert people to this scam and to Stripe Inc as well as Avid Fans. There was no delivery date and Avid Fans website showed that this order was paid for but order not fullfilled. I can provide any documentation to aid the Revdex.com in helping to stop these kinds of scams to continue.
Thank you
Final Business Response /* (4000, 9, 2015/10/20) */
It appears that the complainant has resolved this dispute with their bank. If there's anything else that Stripe can do to help, the complainant can contact us by emailing [redacted]@stripe.com.

Please update your complaint with the email address that you've been reaching out from, as there are no emails from [redacted]

Per Stripe's Terms of Service:"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:  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."[redacted]The funds in the Complainant's balance are at high risk for being disputed. If the funds are not disputed, they will be released on June 28, 2018.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.

The issue the complainant is referring to is a known bug that Stripe has been diligently working on. Due to a recent infrastructure change, transfers for certain users were delayed by several hours. The complainant was promptly informed of this but he continued to spam Stripe's email box with over...

500 individual email threads. Despite receiving prompt and respectful answers to his questions, assuring him that his funds were on their way and that this was a known issue, the complainant made threats to visit Stripe's office and used profanity. Despite this behavior, the support agent assisting the complainant continued to respond to their messages in a prompt and emphatic manner.The complainant communicated that they have now received their funds as promised.

Stripe can only offer payment processing services to users with a low risk of customer disputes, and after reviewing complainant's account information and charge activity, Stripe found that their business presented a higher level of risk than we were able to work with. On [redacted] 28, complainant was...

notified via email that Stripe could no longer support their business and they would need to transition to another payment processor.On [redacted] 7, Stripe received an email from complainant's account rep and responded within the same day. This Revdex.com complaint was filed on [redacted] 8, but the conversation between complainant's account rep and Stripe continues as we work to find a resolution that is suitable for both parties.As of [redacted] 17, complainant has been notified that Stripe is willing to reopen the account if complainant repays the negative account balance, wins the dispute that's currently under review, and provides a statement from the card issuer stating that the chargeback has been formally withdrawn.If these dates or account details do not match the activity on the account referred to in this complaint, complainant is encouraged to reach out to [email protected] and provide more specific details so we may better address the issue.

Below is Stripe's Response to the complaint submitted by Daniel M Whitney (herein referred to as the "Complainant") on March 19, 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][1] [redacted]Merchant Account Overview The Complainant submitted an account with Stripe on January 19, 2018 under the name "DRIV3 LLC" at [redacted]. Stripe processed payments for the account owner until March 17, 2018. During a routine review, Stripe determined that the complainant's business had a high level of disputes and was at risk for incurring more disputes. On March 12, 2018, Stripe contacted the Complainant, informing them that their dispute rate was over industry standard, at 4.55%; we are unable to accept payments for businesses we determine to be at high risk for a dispute rate of over 1%, as mentioned here: "High chargeback rates (typically those exceeding 1%) may result in your inability to use the Payment Services. Failure to timely and effectively manage Disputes with your Customers may ultimately result in your inability to accept payment cards for your business."[redacted]As these chargebacks accumulated, pursuant to the Complaint's agreement with Stripe and as described in further detail below, Stripe debited these funds from the Complainant. Specifically, as further described below, we debited the amount that was charged back and a fee of $15 for each chargeback that we processed.Reserve TermsIn 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 June 10, 2018. This is in accordance to Stripe's Terms of Service:"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."[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, 2015/12/15) */
Stripe is obligated by our financial partners to confirm that we've verified what our users' businesses actually are, and that they're not, for example, engaging in a business that is either illegal or prohibited by our (or our bank's) terms of...

service.
A resolvable URL for a working website is an easy, direct way to get at this information, since it's where most web businesses show consumers what it is that they actually do and sell, but we can verify this by other means.
On November 27th we reached out to the complainant via email with the following request for information.
"We're writing to request some additional information that we couldn't verify using your website 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 information? 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."
We received no specific reply from the complainant providing the above requested information. The complainant has subsequently written into Stripe support requesting the transfer of the funds. Stripe has re-iterated the request for further information in replies to multiple email from the complainant. Dates further requests sent in reply to complainants emails include November 27th & 30th, Twice on December 3rd and on December the 14th. To date the requested information has not be sent to Stripe for review.
As part of our Terms of Service the complainant is required as part of their registration, to provide the URL for their business and the name under which they do business.
https://stripe.com/us/terms#company-descriptions-and-url
If the complainant wishes forward to Stripe the information that we have previously request they can do so by sending that information via email to [redacted]@stripe.com to we can resolve this issue.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello I have not received any email from Stripe as mentioned above.
I got an email from Stripe this weekend telling me that their emails were not getting delivered to me (as they found out in their email server logs).
I have replied back to Stripe's email as follow
================================================================================...⇄ /> Hello [redacted],
Thanks for your email. Indeed it has been very limiting for us to do business. I hope the information below will help you clear the hold on my account
- what you're selling : We sell software license and server maintenance services to financial services. Please see our website at www.turnkeyfx.com ( this is the domain that we are using to sell our services). Our products are listed on the home page of our site
- how your customers might get in touch with you in case of issues : Our customers can get in touch with us via
email : webpayments (at) finprotrading.com or contactus (at) turnkeyfx.com
Phone : +[redacted] (our offshore client service center)
Live Chat : We provide active live chat for 18 hours every weekday (except national holidays)
Our website has a contact us page as follow : http://turnkeyfx.com/contactus/
In addition our other client terms and conditions can be found as follow
privacy and Payment policy page : http://turnkeyfx.com/policy/
Payments Page : http://turnkeyfx.com/pay/
Disclaimer Page : http://turnkeyfx.com/disclaimer
Hope this information is helpful
Thanks and I look forward to a speedy resolution to my account
Regards
- [redacted]
================================================================================...⇄ /> I'm awaiting to get a final response to my email to Stripe. I still have my funds held up with them and I look forward to getting the funds released once this information is processed by them.
This time I have email them from two seperate email ID's with a hope that they will get my email and will reply back the emails
Many Thanks Revdex.com for your help
Final Business Response /* (4000, 9, 2015/12/25) */
We received the information provided by the complainant and have since enabled their transfers. We are available to answer any further questions at [redacted]@stripe.com.
Final Consumer Response /* (2000, 11, 2015/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/20) */
The complainant signed up for Stripe on 5 November 2014, with the intention of using Stripe to process payments for an online jewelry store. It is worth noting that online jewelry sales are particularly targeted for fraud, especially when...

the merchandise is so high-value.
On August 7th, Stripe informed the complainant that a dispute had been filed for $10,935, and that they did not understand why their account received a chargeback for that amount when the original amount charged was $10,500. The same day, Stripe responded to the complainant multiple times, explaining that the difference between the chargeback amount and the original charge for $10,500 was that the card was located in New Zealand, and that the $435.54 was a result of the NZD going up in value in comparison to USD, along with Stripe's $304.80 processing fee, which is not refunded in the event of a chargeback, and a standard $15.00 dispute fee. Stripe also explained that, as the card was based in New Zealand, a country which cannot verify address or CVC number, our system's decline process did not catch the fraud.
As a matter of clarification, Stripe is not responsible for fraudulent charges processed by users' accounts. Much like the disputes process, we pass [redacted] 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 charge. We have many fraud prevention measures in place, including allowing users the ability to refund suspicious payments even if they are authorized by the bank. These tools exist to help our users protect themselves.
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 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 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 frustrating reality of accepting credit card payments, especially online. We try to give our users the best chance to avoid these situations, but ultimately Stripe will not accept responsibility for fraudulent payments. We are happy to help the complainant avoid future disputes, and can always be contacted at [redacted]@stripe.com.

Initial Business Response /* (1000, 5, 2016/01/04) */
For a little background: Stripe creates software to help thousands of companies accept payments online. Sometimes, when customers make a payment to one of these companies, Stripe's details will temporarily appear on their statement...

instead of the company's.
Although we may process payments for the store the complainant ordered from, we don't have the ability to view their order details or delivery schedule. If the complainant can email [redacted]@stripe.com with the below details, we can search for the payment and provide contact details for the store:
- date of payment
- amount of payment
- last 4 digits of card used
- expiration date of card used
Initial Consumer Rebuttal /* (2000, 7, 2016/01/07) */
Chase, my credit card co, did contact this business and I did receive my product

After the initial miscommunication, Stripe has been timely about responding to each of the complainant's messages within a business day. We have reiterated to the complainant several times that we do not offer phone support at this time and will be best able to handle their case via email. We encourage the complainant to follow up with us via email at [email protected] if they have any additional questions.

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]
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.

Initial Business Response /* (1000, 6, 2015/08/26) */
Stripe provides a service between banks and our users. In order to provide service to our users, we are urged by our banking partners to keep an eye on all accounts that sign up for our services.
After routine monitoring of this...

account, we've noticed that the complainant has processed many charges that seem to be unauthorized. In order to make charges with credit and debit cards, the owner of the card must consent to the charge. The majority of charges on the account do seem to lack this consent, which means that we are no longer able to offer service to web-one.com.
We're also compelled to keep the balance on on this account, as this account has a high risk of incurring chargebacks due to the unauthorized charges.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have wrote Stripe many times and have explained, that is untrue. Every client I have chage has giving us authorization to run there cards, I have signed service ahreements for all my clients as well. I have asked for what charges that are "not authorized" or in question, and they refuse to supply me with that information. they give that generic answer and ignore the emails. Any other processor, would contact and speak to you about the charges.. thy do not have phone suppot either. I just want the 824.00 in my account asap. o the chance to rufnd it. better yet. the chages that ae in question. I am more then happy to suppl all customer service agreements as well. thet are signed as well.

I agree to you removing the part that is stopping you to move forward with this complaint.  thank You  Just follow up.

At Stripe, we are obligated by financial institutions and our banking partners to perform due diligence on any accounts that sign up to process charges. These same institutions and regulations forbid us from working with businesses that could pose a risk of chargebacks, therefore we as every...

account on our platform to ensure they remain well within our chargeback limit. After the complainant signed up for Stripe, during a routing risk assessment of their account, it came to light that the account was somewhat related to a separate account which had experienced a large number of chargebacks. The limitations imposed on us by financial regulations required us to close the related account, and because of the relation between this account and the complainant's, we were required to place a reserve on the account's funds in order to compensate for chargebacks. We reserve the right to place such reserves, which is outlined in our Terms of Service here: https://stripe.com/us/legal#clearing-funds-and-reserves The passage reads: "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."After placing the reserve, we reached out to the complainant to let them know that we would be holding the funds, and would release them after 60 days. We impose this time frame as most chargebacks are settled within 60 days. However, after receiving the Revdex.com complaint, and after further research on the account, it came to our attention that the complainant's account was in fact not related to the original, rejected account. After reassessing risk, we at Stripe have agreed that the complainant's account does not pose a higher risk than other accounts, and as such we have lifted the reserve on the complainant's account. The funds in question are in transit and will land in the complainant's connected bank account on November 16th. While false-positives are rare, we admit that we originally misdiagnosed this account and are currently working with the complainant to get their account running smoothly again.

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 be certain that a business using Stripe is in agreement with our terms and conditions outlined. 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 possible signals that the complainant's account was in violation of the Stripe Terms of Service. Stripe temporarily paused activity on the user's account while we looked for confirmation that the complainant's business met our standards. Due to some issues clarifying the user's business model, description and URL, this review was delayed unexpectedly. However, we were eventually able to confirm the complainant's business model and these paused transfers have been resumed. These funds have been sent out to the complainant.

Initial Business Response /* (1000, 5, 2015/07/28) */
We notified the complainant that we would be shutting down their account on 21st July.
After their request to migrate data, we responded on 24th July:
"Thanks for writing in and we apologize for the wait. Unfortunately, due to the high risk...

nature of your business we'll be unable to extend your transition period. We'd love to be able to, but I'm afraid we're under very strict regulations.
I can see that you've written in for help transferring customer data to your new service, and we'd be thrilled to help with this process. For PCI compliance reasons, we'll do this by talking directly with your new service to safely and securely move your data over. Would you let us know what service you'll be working with so we can get started as soon as possible?"
After receiving details of two new payments processors the complainant wished us to migrate data to, we responded on 28th July and asked for confirmation on one payments processor. We are awaiting a reply.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)