Stripe, Inc.

Initial Business Response /* (1000, 6, 2016/01/22) */
Stripe processes credit cards for thousands of businesses online (***)It looks like the complainant made a payment on one of their sites, and for some reason Stripe's details have shown up instead of merchants on the
complainant's credit card statement
As of today, 1/22/2016, the complainant has not reached out to***.com for help on how to proceed with this issueWhen 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 issueIt looks like the complainant is referencing a transaction placed with ***.com FlashlightsSince Stripe is unable to process refunds on behalf of merchants, the complainant will have to reach out to the ***.com Flashlights support team here:
***.com
If the complainant does not receive a satisfactory response from the merchant, then we would typically recommend filing a dispute for the charge with the credit card company used for the transaction
We would be happy to answer any questions that the might have at***.com
Initial Consumer Rebuttal /* (3000, 8, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My mistake re Stripe! The name of the business is NGOA University of GunsSince making my complaint, I have received the flash light, and the quality is extremely poorIt stated on the envelope to use caution, because batteries were inside the envelope, no batteries were includedThe flashlight is about inches long, and of Dollar Store qualityMade in China on box(I learned a valuable lesson about online ordering)I found many many reviews on this product, and all were poorWish I had read reviews prior to orderingAs for myself, I was misled, and scammed out of $56.00, but wish you could address this issue for others that are buying from them, some spending much more than I did! Thank you for your assistance
Final Business Response /* (4000, 10, 2016/01/29) */
As mentioned previously, Stripe does not process refunds or handle customer service issues for users who process payments on StripeWe recommend the complainant reach out to the seller directly about their purchase, or dispute the payment with the credit card company used for the transaction
The complainant is welcome to contact us at***.com if they have any further questions

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 accountWe do our best to respond within hours; our website states that we will respond within hours, if not soonerIn this
case, we responded in six hours
After this complaint was opened, we were able to resolve the complainant's login issueThe last we were in contact was on May 14th, when a Stripe employee sent a follemailSince we have not received any other messages from the complainant, the issue appears to be resolvedWe're happy to help if the complainant has any other trouble!

As the Complainant's account continues to have disputes filed against it and see their dispute rate increase, Stripe is continuing to hold a reserve on their account, until the Complainant can provide it with more information about why this is occurringStripe may do this as outlined in it's Service Agreement,"we may change or condition the terms of the Reserve based on our continuous assessment and understanding of the risks associated with your Stripe Account" *** 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 *** *** (herein referred to as the "Complainant") on July 26, ***
While Stripe reached out to the Complainant regarding this charge, the Complainant's payouts were not paused at any pointThe first payout always takes 7-days after their first successful payment is receivedThis is true for every account, regardless of the risk level of the charge or the size of the accountAs previously stated, this is clearly defined in Stripe's documentation,
"Once you start processing with Stripe, your first payout is made 7-days after your first successful payment is receivedSubsequent payouts are then processed according to your account’s payout scheduleThis allows Stripe to mitigate some of the risks inherent in providing credit services."
https://stripe.com/docs/payouts
Because of this, this payout would not have taken 2-days to process and post in the Complainant's accountEven if the payment had not been labeled as high risk, it would have taken 7-days to be received as it was the first payout on the Complainant's account.
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

This company SUCKS! they have no contact number so while I haven't received my money in over a month I've been forced to communicate by email which has gotten me no where, still no money, still no call set up which they emailed and said they would set a call up! I JUST DON'T UNDERSTAND HOW A COMPANY DEALING WITH PEOPLES MONEY DOESN'T MAKE A DECENT WAY TO KEEP IN CONTACT....AND WHERE IS MY MONEY!!!!!!!

Complaint: ***I am rejecting this response because: When account was created with Stripe the terms and conditions varied drastically between what is posted as the terms today, *** The action taken by Stripe is deceptive and fraudulentWe have now been forced into pursing legal action against Stripe and filing complaints with securities, federal bureaus, and their state and local governments. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/12/24) */
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
merchants on the complainant's credit card statement
As of today, 12/24/2015, the complainant has not reached out to ***@stripe.com for help on how to proceed with this issueWhen 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 issueSince Stripe is unable to process refunds on behalf of merchants, the complainant will have to reach out to them directly
We were unable to identify the merchant with the information provided by the complainantIf the complainant is unsure of who the merchant is or is not aware of how to contact the merchant, we are available to help at the following email ***@stripe.com
If the complainant does not receive a satisfactory response from the merchant, then we would typically recommend filing a dispute for the charge with the credit card company used for the transaction

Initial Business Response /* (1000, 5, 2015/09/18) */
Stripe has processed payments for the complainant since August 26, The complainant first wrote in on September 3, 2015, letting us know about fraudulent transactions and asking us for helpOn this same day, Stripe disabled
transfers to the complainant's bank account to prevent fraudulent funds from getting sent to their accountOn September 3rd, Stripe emailed the complainant with steps to stop the fraudulent transactions from continuing to come throughOn September 4th, Stripe attempted to refund the transactions on the complainant's behalf, and communicated incorrect information regarding refunds of the fraudulent transactions
Stripe received another message from the complainant on 9/8, at which point Stripe recognized that the refunds did not go throughAfter some discussion with the complainant, on 9/11, Stripe again refunded the fraudulent transactions on the complainant's account, but mistakenly refunded legitimate and fraudulent transactions, causing an attempted debit to the complainant's account
To correct this, Stripe deposited the attempted debit amount in the complainant's bank account, and shortly afterward, that original deposit failedThis caused the complainant's account to reflect twice the amount of expected recent charges, which Stripe realized on 9/and communicated to the complainant via email
Stripe exchanged several messages with the complainant on 9/and 9/15, and spoke with the complainant via phone on 9/After several days of processing, Stripe has been able to correct the complainant's bank account balanceStripe is monitoring the complainant's account to ensure that the balance is resolved

Complaint: ***I am rejecting this response because:My account with stripe still show an available balance from the $*** chargeWith the fees deducted the balance is $***Also there is no refund payment provided to the customer and there is nothing showing as a refund on the dash of stripeIf you continue to hold my funds to obtain interest I will contact the FTC also an attorney!
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2014/12/16) */
To help clarify this process a bit, when a payment is disputed by a cardholder, we're notified by their bank, who automatically refunds the transactionStripe doesn't make the determination of who gets to keep the funds in a chargeback
disputeYour customer's bank doesthey consider evidence and decide to settle a dispute either in your favor or your customer'sStripe helps you with this process by providing a method for submitting evidence and getting updates on the dispute status
Our Terms of Service clearly state that users are responsible for any chargebacks on their payments: "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)."
The relevant section of the Stripe Terms of Service can be found here: https://stripe.com/us/terms#chargebacks
If we had any additional information to offer about this dispute, we wouldUnfortunately, banks don't often surface information about why disputes were lost to Stripe, so we simply don't have that kind of information available to pass on to usersTo be clear Stripe does not have these funds; the cardholder's bank refunded the cardholder
Because you are the party with the most information about your customer if they're someone you know, if they've purchased from you before, if their order is a one for their shipping address you're best equipped to determine whether or not a purchase is fraudulentYou have a better sense of your customers than any algorithm we could write ever wouldIdentifying when a credit card is being used by someone other than the cardholder can be difficult, and if you're ever suspicious about a purchase's validity going forward, a good rule of thumb is to issue a refund immediately in order to avoid getting hit with a chargeback
Initial Consumer Rebuttal /* (3000, 7, 2014/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We understand this is our first time, stripe should compensate for atleast 50% of the loss, we are stripe user since so long and we have been doing good business!
this would be unfair to give the full loss to customer like this
and I already lost my product and money too!!
I hardly had good profits on those item and my whole business is in loss due to this case
I hope you can do something in such caseatleast stripe should compensate
awaiting for response
Final Business Response /* (4000, 9, 2015/01/09) */
Unfortunately, Stripe will not be able to refund any portion of the funds from these transactions/disputesAs our terms of service clearly and definitively state, that in the event of a disputed payment, the Stripe merchant is responsible for the full amount of payment for that dispute - https://stripe.com/us/terms#chargebacks
In addition, Stripe is also not liable for internal business decisions made by our merchantsIn other words, Stripe handles payment processing - that's itWe don't provide shipping services for our merchants and it's entirely up to the merchant to verify the customers they're sending goods/merchandise tooThis is also sound public policyBecause you are the party with the most information about your customer if they're someone you know, if they've purchased from you before, if their order is a one for their shipping address you're best equipped to determine whether or not a purchase is fraudulentYou have a better sense of your customers than any algorithm we could write ever wouldIdentifying when a credit card is being used by someone other than the cardholder can be difficult, and if you're ever suspicious about a purchase's validity going forward, a good rule of thumb is to issue a refund immediately in order to avoid getting hit with a chargebackIt would be unduly burdensome for our company to independently verify information about your customers, when we don't have any role in the creation, maintenance of your own business practices
Accordingly, as indicated in our TOS we will not be refunding any of the money from these disputed payments
Final Consumer Response /* (4200, 11, 2015/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Okay I understand the level of daily fraudulent, but how does we get compensated? This sound 100% in favor of stripe and I got some big disputesi dont make good money against like this
Revdex.com, Please advice

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 ServiceAll users agree to these terms when
activating Stripe accounts, and the terms are posted here: https://stripe.com/terms
Because Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe has to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe also periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise
Stripe began providing payment processing services to the complainant in *** of ***The complainant opened an account with Stripe, providing the business name along with other information and a website for verificationStripe later discovered that the information was false.
During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged card. Therefore, after a thorough investigation, Stripe closed the complainant's account
The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason".
https://stripe.com/us/terms#termination
While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data

Initial Business Response /* (1000, 6, 2015/04/06) */
Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of
ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms
Since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise
During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn March 30th, Stripe did reach 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: 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, 8, 2015/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You are changing the quote of your TermsAccording to your website, it says:
You may terminate this Agreement by closing your Stripe account at any time by following the instructions on our website in your Stripe accountSubject to the following sentence, we may terminate this Agreement and close your Stripe account effective upon providing you two months' prior notice in accordance with Section AaboveWe may suspend your access to the Service and any funds otherwise pending disbursement to you, or terminate this Agreement immediately upon notice to you in accordance with Section Aabove, if (i) we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your use of Stripe, 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 a card issuer
Screenshot: http://puu.sh/h4Yk5/feXXXXXd39.png
Notice how it says "two months' prior notice." That is not what happened in our case
And secondly, it doesn't state anywhere that we authorize or allow Stripe to refund the money back to our customers for goods that were delivered, without letting us know
Moreover, section #in your ToS:
"Stripe will provide you with customer service to help resolve any issues relating to your use of Stripe, your card payment processing and use of our software, and the distribution of funds to your specified bank settlement account"
Screenshot: ***
We didn't receive any customer support at allOur emails are getting ignored, just like dozens of other businesses who got scammed by you in the exact same way
We can go on with a list of fraudulent activities you guys perform, but we leave that up to our lawyer
In total, we had a 940+ EUR pending balance with Stripe, before our account got closed and you randomly refunded (nearly) all customersYou have absolutely no right to do that without letting us know or asking us for authorization
We insist on getting paid the full amount of EUR into our bank account (attached on Stripe) within days after this postIf we do not have the amount of EUR in our bank account by then - and it cannot be solved over Revdex.com - our lawyer will handle this further and we will prosecute Stripe on the base of several discrepancies and fraudulent activities, backing it up with other businesses who got scammed by Stripe as well
We will fight this till the end until all money earned with Stripe is transferred to us in a fair way, incl any costs in time and effort that was involved from our side in solving this case
We're looking forward to hear from you in the next days to avoid legal action
Final Business Response /* (4000, 21, 2015/05/12) */
Hello ***,
*** forwarded the message below along to me, and I'm happy to respond to this complaint
Our underwriting team has reviewed the account again, and determined that the original decision still stands, unfortunately
It does appear that the previous responses the complainant received referenced Stripe's US Terms of Service, rather than those for NL; we apologize for the confusionThat said, the relevant portion of these terms remains:
"We may suspend your access to the Service and any funds otherwise pending disbursement to you, or terminate this Agreement immediately upon notice to you in accordance with Section Aabove, if (i) we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your use of Stripe, including without limitation significant credit or fraud risk, or for any other reason."
(https://stripe.com/nl/terms#termination)
Most of the payments that Stripe processed for the complainant have been refunded, and those that have not are being held in the event of a chargeback, per Section Cof the Stripe Terms of Service:
"We reserve the right to change the Payout Schedule or suspend payouts to your Bank Account should we determine it is necessary due to pending disputes, excessive or anticipated excessive Chargebacks or refunds, or other suspicious activity associated with your use of the Service or if required by Card Networks, law or court orderIf we do this we will notify you by email as soon as possible and include the reasons for doing so unless it is unlawful for us to so notify you."
(https://stripe.com/nl/terms#payout-schedule)
***, please let me know if there's anything else I can help with
All the best,
***
Final Consumer Response /* (4200, 25, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The pending balance in the account is which they are holding is NOT to cover chargebacksIf it was for that reason, it would be "pending balance", but it is "available balance"Screenshot: ***
I'd like these funds transfered to my bank account immediately
They have no right to refund money to my customers without my authorization, which is what they did
Their ToS states:
"Stripe will provide you with customer service to help resolve any issues relating to your use of Stripe, your card payment processing and use of our software, and the distribution of funds to your specified bank settlement accountYou, and you alone, are responsible for providing service to your customers for any and all issues related to your products and services, including but not limited to issues arising from the processing of customers' cards through the Service."
Their only contact method is emailI have sent them many emails over the course of the past months, none of them repliedThey are in violation with their own ToS
Look at Stripe's complaints here on Revdex.comEveryone is having the same issue with themThis company is a fraud
Conclusion:
We insist on getting paid the full amount of EUR into our bank account (attached on Stripe), because that was our pending balance before Stripe refunded our customers, without our approval
There is currently still EUR "available balance" in the account which is also hold for no reason, because Stripe is not replying to any of my emails / withdrawal requests

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 processThat said, Stripe does not have the
ability to resolve disputes for our users, or make decisions about who
wins or losesStripe provides tools to
our users for submitting evidence to their customers' card-issuer, but that the issuer is the entity who
arbitrates the process, not Stripe.
All evidence submitted by the complainant was submitted on behalf of the complainant to the customers'
card-issuer
The complainant ultimately bears the responsibility for preventing fraud and disputes on their accountThis
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.6 of Stripes Terms of Service states:
"When a Chargeback is issued, you are immediately liable to Stripe for the full amount of the transaction related to 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 your Bank Account, debiting the Reserve Account, or setting off any amounts owed to you by usIf 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 demandWhere such amounts are not immediately paid to us, 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 canOne 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

Complaint: ***I am rejecting this response because:
You guys took the funds from my account and transfered them to some other bogus account that I have nothing to do withNow im not receiving anything on June 27thSo you guys are just stealing my money nowYou guys are THEIVES!! I Want my money!
Sincerely,Karis ***

Complaint: ***I am rejecting this response because:
According to my knowledge, after days of transaction there is no point for any customer to apply for a chargebackSo why Stripe is still holing my money
Its already been daysAs per stripe, I should have got my remaining amount to my account yet
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2014/10/01) */
Stripe (https://stripe.com) is a payment processing service that supports thousands of businessesThe complainant appears to have seen details for Stripe incorrectly on their bank statement for a purchase made through a business using
StripeStripe provides processing services for the business from which the complainant made a purchase for an item or eventStripe is not associated with the business or event in question, aside from providing its services to the merchant for credit card payments processingStripe has no knowledge related to any particular product or event services sold by the merchants using its serviceThe relevant party here would be the vendor referred to by the complainant in the case as "Adventures in Wonderland." This company lists both a phone number and social media account contact online, in addition to an email address, publiclyA member of the Stripe team has now passed along this information via email to the complainant in this case to assist her in locating and talking to the merchant directlyAgain, the merchant is the party that has offered its goods and services related to this issue, not Stripe, a payments platform for credit card processing online

Complaint: ***I am rejecting this response because: totally falseHow is it I can use First Data?? where is my site selling anything wrong? what is the problem with the products? In any event we do not need the serviceSincerely,*** ***

Initial Business Response /* (1000, 5, 2016/01/22) */
Stripe processes credit cards for thousands of businesses online (https://stripe.com/gallery)It looks like the complainant made a payment on one of their sites, and for some reason Stripe's details have shown up instead of merchants on
the complainant's credit card statement
As of today, 1/22/2016, the complainant has not reached out to ***@stripe.com for help on how to proceed with this issueWhen 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 issueIt looks like the complainant is referencing a transaction placed with Lumitact.com FlashlightsSince Stripe is unable to process refunds on behalf of merchants, the complainant will have to reach out to the Lumitact.com Flashlights support team here:
***@lumitact.com
If the complainant does not receive a satisfactory response from the merchant, then we would typically recommend filing a dispute for the charge with the credit card company used for the transaction
We would be happy to answer any questions that the might have at ***@stripe.com
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
FLASHLIGHT RECEIVEDREPEAT: RECEIVED 1/22/
HOWEVER
THIS APPEARS TO BE A SHADY COMPANY

Initial Business Response /* (1000, 8, 2015/07/30) */
The complainant processed a large transaction from one customer through multiple invoices on July 2nd, Our internal system flagged this as unusual behaviorFor security reasons and to eliminate any suspicion of fraud, we requested
documentation evidencing this transaction was authorized by the cardholder before transferring the funds to the complainant's bank account
The reviewing of these documents took longer that expected and, unfortunately, we were slower to review than usualStripe Support representatives updated the complainant about these delays on July 15th (***) and July 22nd (***)The account review was completed on 22bd July and the documentation evidencing the authorization was verifiedWhile the user refunded the transactions on the account, the account is in good standing
It is also our sincere apology for the delayed communication on our partStripe wants all users to be sure they can count on our services as predictable and correct, and in this case we didn't live up to thatThe complainant is encouraged to contact us should they have any questions or concerns

Initial Business Response /* (1000, 5, 2015/12/14) */
We understand disputes are a frustrating part of running an online business and Stripe does everything possible to make sure our users have an advantage during the disputes processThat said, Stripe does not have the ability to resolve
disputes for our users, or make decisions about who wins or losesThe dispute was first initiated on 10/7/15, and banks usually take days (sometimes even longer)
In this instance the complainant has been very clear that the dispute was initiated when one of their customers mistakenly initiated a chargebackAs part of the chargeback notification from the cardholders bank, Stripe immediately debited the amount as well as a chargeback fee from the complainants Stripe balance
The complainant has then stated that their customer had contacted their bank to have the dispute withdrawnAccording to the complainant they were told by the card holders bank that they have notified Stripe of thisUnfortunately we had not received official notification from the card holder bank that the dispute had been withdrawn at that time
On December 4th the Complainant had again requested further information and requested the dispute to be finalizedStripe responded again with the information that formal notification from the card holders bank had not been receivedStripe offered to expedite the dispute if the complainant could provide a letter from the card holders bankOn December 7th the card holders bank provided that information to Stripe and the chargeback and the associated fee was applied to the complainants Stripe balance