Stripe, Inc.

Initial Business Response /* (1000, 5, 2015/07/26) */
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 June 10, 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 Business Response /* (1000, 5, 2014/12/15) */
Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable law. As a result, it is important that Stripe fully understands who merchant customers are and ensure that the businesses...

they are engaged in are consistent with the Stripe Terms of Service (ToS), which are posted on the Stripe website at https://stripe.com/terms and to which all merchants agree when activating Stripe accounts.
Since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence that these businesses will deliver the promised goods and services as well as their legitimacy. Stripe periodically reviews accounts to verify that they meet these standards, and reach out to merchants should any issues arise.
The complainant signed up for a Stripe account on November 21, 2014. On December 1, 2014, in the course of Stripe's standard review process, Stripe noticed that the URL listed on the account did not direct to a working website. According to our Terms of Service, businesses must register with an accurate site URL (Section B.2). At this time, a Stripe representative reached out to the complainant to ask for a working URL, pausing payment transfers until this information was received, which also is mentioned in the Stripe Terms of Service (Section C.3). Stripe noticed that the complainant had previously signed up for three other Stripe accounts that had all been terminated for violating the Stripe Terms of Service. Additionally, Stripe cannot process payments for businesses associated with businesses that have been previously rejected. However, given that the submitted URL was not functional, a Stripe representative reached out to confirm these details with the complainant first.
On December 1, 2014, the complainant sent more than 15 emails in rapid succession to Stripe support. Some of these emails contained an updated URL for the complainant's account. A Stripe representative spent time on the phone with the complainant, and another Stripe representative responded that afternoon via email. At this time, it was determined that the complainant's account and website were sufficiently suspicious and posed too high of a risk for Stripe to support. As a result, the complainant was notified that all payments that had not already been transferred to the complainant's bank account were to be refunded to the appropriate cardholders. Stripe takes this precaution in the event that an overwhelming number of signals point to fraudulent or suspicious activity originating from the merchant. As it stands, nearly a third of all charges were disputed by the cardholder as fraudulent.
The procedures in the above sequence of events were in accordance with the following sections of the Stripe Terms of Service (https://stripe.com/terms):
Section B.2
As part of your registration, you must provide your site URL and the name under which you do business, which may be the business's legal name or a DBA. These two fields may appear in your customers' credit or debit card statements. To avoid customer confusion and transaction disputes, you must enter a description that clearly identifies your business as well as an accurate site URL.
Section C.3
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 law or court order.
Section D.4
We may terminate this Agreement and close your Stripe Account at any time for any reason effective upon providing you notice in accordance with Section A.15 above. We may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if (i) we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason; (ii) you do not comply with any of the provisions of this Agreement; or (iii) upon request of a Card Network or the a card issuer.

Below is Stripe's Response to the complaint submitted by Shannon Callahan (herein referred to as the "Complainant") on April 17, 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 December 20, 2017 under the name "LANDHELPER.COM" at[redacted]. During a routine review, Stripe identified strong signals that the Complainant's account may be in violation of the Stripe Terms of Service. On April 9, 2018, Stripe reached to the Complainant to let them know about its concerns and that it needed more information from the Complainant.Stripe has found that the account was in compliance with it's Terms of Service. As a result, their payout has been released as of April 16, 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.

As previously mentioned, we have identified strong signals that the complainant's Stripe account was in violation of Stripe's Terms of Service. The closing of this account is in accordance with our Terms of Service. In particular, the significant credit or fraud risk:
https://stripe.com/us/terms#termination
Since Stripe cannot process payments that appear to be unauthorized by the legitimate cardholders, we would not be able to transfer any remaining funds to the complainant's bank account. The complainant is welcome to reach out to Stripe at [email protected] if they would like to email with any additional questions they have.

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 During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of Service. Stripe cannot process payments that appear to be unauthorized by the owner of the charged card. The majority of the complainant’s business seemed to be driven through unauthorized, fraudulent charges. On July 17 [redacted], we reached to the complainant to let them know about our concerns and that we could no longer support their business. We reviewed the information associated with these charges and after a thorough investigation, Stripe closed the complainant's account.The closing of this account is in accordance with the following section of the Stripe Terms of 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#terminationAs a result, we are unable to support the complainant's request to set up another account with us.

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. Using Stripe as a payments processor does not relieve the complainant of their contractual obligations to bear the...

responsibility for preventing fraud on their account. Stripe is very clear as to what happens in the case that a dispute is initiated against a merchant. 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-transac...⇄ are responsible for refunds, returns, and liable for customer disputes (chargebacks).") 
Specifically in regards to the complaint: 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."
Additional relevant terms agreed to by the complainant:
https://stripe.com/us/terms#payment-methods
https://stripe.com/us/terms#chargebacks
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 and covering the expenses in a dispute fall on our users. 
In regards to the complainant's case, to this date there are 2 disputes filed against the complainant's business. For the first dispute, the credit card company deliberated for several weeks and decided in the complainant's favor (the dispute was withdrawn by the customer). As a result, the complainant is due to receive full payment of the sale as well as the dispute fee withheld by Stripe. The second dispute is still open, which was filed against another charge dating back in [redacted] by a different customer. The funds from the said charge and handling fees are currently being held back while the customer's bank is deliberating the case. The bank has up to 60 days from the duedate of response from the complainant. While the complainant may feel this is not normal and feel unfairly targeted, this is a part of a routine flow of how disputes are handled. If the credit card bank decides this case in the complainant's favor, then all funds will be returned to the complainant, following due process.

Initial Business Response /* (1000, 5, 2014/05/05) */
On February 24, Stripe reached out to the complainant to ask for a copy of the company representative's ID. Part of Stripe's responsibilities to its financial partners involves verifying the identity of the Stripe account owner and...

confirming the legitimacy of the listed business. However, these are two separate processes. The request for the complainant's ID was a part of the former process, which is aimed at the verification of the complainant's identity.
To complete this process, Stripe collects the account owner's personal information at activation, which enables Stripe to automate parts of this verification process so that Stripe users can start running charges immediately. However, in the case that Stripe is unable to verify the account owner's identity automatically, Stripe needs to reach out to request a copy of an ID, which is why the complainant received this request on February 24.
Stripe explains this process in its Terms of Service. By creating and activating a Stripe account, a Stripe user agrees to the Stripe Terms of Service, as described in Section B ("Registering for Stripe"): "To sign up a business to use the Service, you must agree to this Agreement on behalf of the business." Since Stripe users agree to the Stripe Terms of Service, they also agree to abide by Stripe's contractual agreements with its financial partners, which include verifying the identity of any person signing up for a Stripe account.
To this point, the US Terms of Service explain, "To verify your identity, we will require additional information including your business EIN or Tax ID, social security number, and date of birth. We may also ask for additional information to help verify your identity and assess your business risk including business invoices, a driver's license or other government issued identification, or a business license."
The relevant section of the Stripe Terms of Service can be found here: https://stripe.com/us/terms#verification-and-underwriting
On February 26, the complainant followed up with Stripe support and asked if the complainant would be able to complete this process using business information. However, as a Stripe support representative explained on February 27, for various regulatory reasons, Stripe must verify the identity of the Stripe company representative in addition to verifying the business.
On March 3, the complainant wrote into Stripe support explaining that the complainant was having difficulty uploading an image of an ID into the Stripe verification system. A Stripe support representative responded to this email offering to assist in uploading the image into the Stripe verification system, and, in response, the complainant emailed in copies of the ID.
Upon further review of this ID and information on the account application, a Stripe support representative noted a mismatch in personal information. Consequently, on March 7, a Stripe support representative asked for additional information from the complainant, which was needed to complete this verification process. The complainant did not respond to this message until April 18.
Separately, on March 7, Stripe received an email from another member of the complainant's organization explaining that the complainant was having difficulty uploading an image of the complainant's ID. However, a Stripe support already had been in the process of working with the complainant, and the issue seemed to be its way to resolution.
On March 15, as the complainant had not yet completed this process, Stripe sent the complainant a follow-up request for an ID. A Stripe support representative again followed up on March 19.
On April 18, the complainant wrote into Stripe support saying that the complainant had filed a complaint with the Revdex.com because the complainant had not yet received funds. The complainant also claimed that requests to Stripe support had been left unanswered.
A little over an hour later, a Stripe support representative responded to the complainant's email apologizing for the confusion, and the Stripe support representative also explained that the complainant had ignored follow-up requests for additional information, which was needed to finish the verification process and to fully set up the Stripe account. To account for the inconvenience, the Stripe support representative released the next pending transfer but explained that this verification process would need to be completed for the Stripe account to be fully set up.
The complainant wrote back asking why this additional information was necessary, and the Stripe support representative again explained that the personal information on the ID and on the account application did not match, so the verification process was not yet complete. After additional back and forth, the Stripe support representative offered an alternative method to complete verification of the company representative's identity, which the complainant completed. At this point, the complainant's Stripe account was fully set up and any held transfers were sent through to the complainant's bank account.
Separately but also on April 18, another member of the complainant's organization wrote in to Stripe support asking for help with this verification process. This organization member also mentioned that the organization had not received any transfers since March and that they needed funds to be released as soon as possible. A Stripe support representative responded within a few hours explaining that further verification was needed as the personal information on the Stripe account application and the on the ID did not match. However, this Stripe support representative also indicated that any held funds would be sent through to the complainant's bank account. In response, this organization member said that the information mismatch may be due to the fact that complainant's personal information and business information are not the same, but, as explained earlier in this response, verification of the company representative and verification of the business are two separate processes.
As of the submission of this response, the complainant has received all previously held funds and transfers are being sent through to the complainant's bank account as scheduled. Moreover, the complainant received accelerated transfers on April 29, so the complainant has been receiving transfers two days after receiving payments rather than the standard seven days.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do agree that in the beginning they did respond to us. Once I sent the photo id in to a Stripe representative, it was never uploaded to our account. As of today (5/8/14) our account still has not been verified and my id is not uploaded to the account.
On 3/11/14 I emailed the support email asking for someone to give me a call so I can understand why my social security number was needed.
On 3/17/14 I responded to the Stripe representative asking for someone to give me all call to discuss the reason why they needed my social. I never received a call or email back regarding the WHY behind the social security number.
On 4/17/14 My team informed me the funds for Stripe had not been received. I again responded to an email that I received from Stripe asking for a call as there is no where on their website to get in contact with them except through email (which they were not answering)
Since they were not getting back to me and holding our company's money, I felt this was the only way to get their attention.
They still have not uploaded my id (as mentioned before) so even if I decided to try to verify the account, I can't. We are whole with the money coming in, but we will not be using stripe in the future.
There needs to be a way to get in contact with your team. Email only when people do not respond does not offer any customer service.
May need to think how you will deal with businesses in the future and be clear up front as to what you have to have before you decide to start holding money.
Final Business Response /* (4000, 9, 2014/05/21) */
As mentioned in the original response, the complainant's account has been fully set up and has been receiving transfers as scheduled since April 18.
As explained in Stripe's original response, on March 7, the complainant emailed to Stripe support a copy of the complainant's ID as the complainant was having difficulty uploading the image directly into the Stripe verification system. As the complainant was unable to complete this process using the Stripe verification system, a Stripe support representative separately noted that Stripe had received a copy of the complainant's ID. Since the complainant was not able to upload the ID directly into the verification system, the complainant would not be able to view his/her ID in the Stripe verification system in the same way as if the complainant had uploaded it directly his/herself. Again, a Stripe support representative had noted its reception separately.
Additionally, as mentioned in the earlier response, a Stripe support representative noticed that the complainant's personal information listed on the account application did not match the ID that the complainant had emailed to Stripe support. This mismatch of information necessitated the requesting of additional information to confirm the complainant's identity. The complainant did not respond to this message, which was sent on March 7, for over a month, which is why the complainant's transfers were delayed for such a long time period.
In multiple emails, Stripe support representatives explained that Stripe would need to be able to verify the complainant's identity before the complainant would be able to receive transfers, yet the complainant did not confirm this information for Stripe for over a month.
This requirement is clearly outlined in the US Terms of Service: "To verify your identity, we will require additional information including your business EIN or Tax ID, social security number, and date of birth. We may also ask for additional information to help verify your identity and assess your business risk including business invoices, a driver's license or other government issued identification, or a business license."
The relevant section of the Stripe Terms of Service can be found here: https://stripe.com/us/terms#verification-and-underwriting .
Furthermore, Stripe support emailed the complainant asking for confirmation of personal information on March 15 and March 19. Both of these requests went unanswered for nearly or over a month. The complainant only responded to these messages on April 18, and, in this message, the complainant did not confirm the complainant's personal information and instead indicated that the complainant had filed a complaint with the Revdex.com.
Unfortunately, while the complainant claims to have emailed Stripe support on March 11 and March 17, Stripe support did not receive the complainant's emails. On every other occasion that the complainant or a member of the complainant's organization wrote in to Stripe support, the complainant or a member the complainant's company received timely responses.
As of the writing of this response, the complainant has not written in to Stripe support regarding any issues with his/her Stripe account.
Lastly, to reiterate the current status of the complainant's account, as of the submission of this response, the complainant has received all previously held funds and transfers are being sent through to the complainant's bank account as scheduled. Moreover, the complainant received accelerated transfers on April 29, so the complainant has been receiving transfers two days after receiving payments rather than the standard seven days.

Initial Business Response /* (1000, 5, 2015/12/14) */
Disputes can be a frustrating part of accepting credit card payments, and Stripe does everything possible to make sure our users have an advantage during the disputes process. That said, Stripe does not have the ability to resolve disputes for...

our users, or make decisions about who wins or loses. Stripe provides tools to our users for submitting evidence to their customers' card-issuer, but that the 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[redacted] and more specifically [redacted] "You are responsible for refunds, returns, and liable for customer disputes (chargebacks)."
Additional relevant terms agreed to by the complainant:
https[redacted]#payment-methods
https[redacted]#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 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. Where 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 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[redacted]
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 pausing of transfers of this account is in accordance with the following section of the Stripe Terms of Service. Our terms state that we "reserve the right to change the Payout Schedule, suspend payouts to your Bank Account, or initiate a Reversal 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 Stripe Payments".
https[redacted]#payout-schedule
Initial Consumer Rebuttal /* (3000, 7, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My plea was not answered. This is the most generic message i've ever seen. Did a real person read what I wrote and write that response?
The problem is that I refuse to wait for the 90 day reserve period on my [redacted] Direct account. The 3 orders amounting to about 753 (not including an order that was refunded) are owed to me and not fraudulent - I know this because I manually input 1 of the orders, and the other 2 I spoke [redacted]ly with the card payer over the phone so that I know for a fact they are not fraud and there have been no disputes associated with **-[redacted]
Please deposit my money that I know for a fact is non-fraudulent. Just because companies like [redacted] and [redacted] Boards owe your company over 100,000$ - my company is a startup and don't owe anything or have any issues - you are simply holding onto over 700$ which isnt much but we need, and we need it before 90 days.
I will continue to refuse any response that does not make an acception - I know for a Fact that the 3 orders on **-[redacted] are good orders.
Final Consumer Response /* (3000, 29, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have a seperate account that I mentioned called **-[redacted] with the email [redacted]@gmail.com and that account still has around 1000$ that are to be transferred to me by 3/15 . I'm just not going to be satisfied until my money is returned to me (after 3 months.)
Maybe if you had (ANY) fraud implementation none of this would even happen.
Final Business Response /* (4000, 31, 2016/01/29) */
On December 16th, 2015, we reached out to the complainant's [redacted]@gmail.com account saying that we are unable to process payments associated with a business we've had to move off of Stripe previously.
In accordance with our terms of service, we will be keeping a reserve of funds to cover any potential disputes that may arise:
"A certain amount of your funds may be subject to an additional hold period (e.g. Reserve Account) with terms determined by your perceived risk and transaction history."
The reserve period will end on March 15, 2016. If no refunds or disputes arise in that time period, the complainant can expect those funds to be transferred to their bank account.
We would be happy to answer any further questions the complainant may have and can be reached by email here: [redacted]com

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

accounts, and the terms are posted here: https://stripe.com/terms 
Because Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe has to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and services. Stripe also periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise.
During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of Service. Stripe cannot process payments that appear to be unauthorized by the owner of the charged card. The majority of the complainant’s business seemed to be driven through unauthorized, fraudulent charges.  On July 30, we reached to the complainant to let them know about our concerns and that we could no longer support their business. We reviewed the information associated with these charges and after a thorough investigation, Stripe closed the complainant's account.
The closing of this account is in accordance with the following section of the Stripe Terms of Service. Our terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" : https://stripe.com/us/terms#termination
While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data.

Complaint: [redacted]I am rejecting this response because:
 
First off our company has had 1 dispute. In which this dispute was proven by our company to be an actual legit charge for damage to a car rental that the customer agreed to pay. Stripe is a joke. Not only did they try to hold funds but they NEVER RESPONDED BACK TO OUR EMAILS WE SENT about 20. Held our customers funds and WOULD NOT allow us to refund them. This is illegal and a terrible practice. Wait so lets let the business make a sale or put out a product but wait 90 days for for the funds to be delivered to the company. No it doesn't work that way, if thats how Stripe does business than they should be shut down. You cant take funds hold them and then refuse to allow us to refund the client to take our business else where. This company has no phone number, doesn't reply to emails and has over 650 complaints to the Revdex.com. I have no reason to make up our experience with this terrible terrible company. In short they took a payment, held the funds, and would not allow us to refund the client. Sorry you don't get to make that call. Your company is a joke and I will participate in ANY class action lawsuit that comes your way. Grade F company. 
 
Sincerely,Daniel [redacted]

Complaint: [redacted]I am rejecting this response because:
The associated assumptions were made purely on Stripe's side. I was not aware of any fraudulent situation until all the corresponding payouts were frozen and not processed by Stripe. After this, Stripe also pretended to issue refunds for transactions that were labeled as low risk or processed normally. Last but not least, Stripe sent my organization an email asking for a refund of a transaction for the amount of $[redacted] that was never processed or deposited into the organization's bank account. I will IGNORE any further communication from Stripe until they can provide or submit evidence they processed the corresponding payout for that particular transaction they mentioned. Also, they need to provide or submit evidence about the customers not recognizing the transactions made. Sincerely,[redacted]

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

Initial Business Response /* (1000, 5, 2015/10/15) */
The complainant created a Stripe account on October 1st, 2015 and accepted their first payment through Stripe on the same day. To stay in compliance with 'Know Your Customer' regulations, Stripe must verify some details about a user's business...

and identity before transferring payments to their bank account. As part of this process, we ask all of users to provide a link to a business website that includes information about the products they are selling and how customers can contact them. Unfortunately, the complainant provided a website that did not contain enough information to complete this verification process.
We reached out to the complainant on October 2nd, 2015, informing them that we would need additional information to complete verification. The complainant replied on October 9th, 2015 to inform Stripe that their payment from October 1st, 2015 had not yet been transferred to their bank account and the Stripe customer support team explained that the delay was due to the missing information. The complainant supplied the missing information on October 12th, 2015 and the payment was successfully transferred to their bank account on October 14th, 2015.
If this transfer has not yet been received, the complainant should contact [redacted]@stripe.com directly so we can investigate further.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/16) */
This issue was resolved, they finally released the funds.
Thank you!
[redacted]

Initial Business Response /* (1000, 5, 2015/07/20) */
Between July 9th, 2015, and July 13th, 2015, the complainant sent 39 separate e-mail support requests. We responded within 24 hours to any of these requests that were not duplicates. We responded to e-mails from the complainant on July...

10th, July 11th, July 12th, and July 13th.
The complainant refunded all charges to cardholders on July 9th, 2015. Since the complainant refunded these charges, Stripe no longer owes the $193.00 mentioned by the complainant in the original Revdex.com complaint. We corresponded with the complainant via e-mail on July 13th, 2015, to confirm they were not owed any funds as a result of these refunds. Since that last e-mail on July 13th, 2015, Stripe has not received any further correspondence from the complainant.

Initial Business Response /* (1000, 5, 2015/03/10) */
During the course of a routine review on February 3rd, 2015, Stripe emailed the complainant as their website appeared to be down. Stripe paused transfers until receiving an updated URL. We do reserve the right to do this as per our Terms...

of Service, which are posted on Stripe's website ( https://stripe.com/terms) and to which all merchants must agree when setting up a Stripe account. The complainant responded the same day that they did not have an active website and would not for 12 months. Stripe replied, also on February 3rd, that we do need a verifiable online presence of each Stripe account that gives clear information about the business. Stripe also suggested a social media profile in lieu of a website.
The complainant responded on February 4th, reiterating that they did not have a website; Stripe did reply on the 4th and again on the 5th to emphasize the necessity of an online presence, once again suggesting a social media profile as a quick solution. The complainant replied on the 6th asking for confirmation that this was required; Stripe confirmed once again on February 10th that we did need to review an online presence.
Due to KYC (Know Your Customer) and anti-money laundering laws, we are required to verify the businesses of all of Stripe's users. When a new seller opens an account they are required to provide a URL for their business, as per our Terms of Service (https://stripe.com/us/terms#company-descriptions-and-site-url). Without being able to review and verify what products or services our users are selling, we are unable to resume transfers. Once we are presented with an online presence to review, transfers can resume. The complainant is also welcome to issue refunds and make alternate arrangements to collect payment from their customers.

They are the worse customer service!! They do not have a call in number. I opened up an account and they took over 20 charges from my customers and then held the money without communicating with me for over 6 days!! And automatic responses from a computer saying you will return the email do not count!! I had to call all my customers after they refunded their money to try and get them to pay again, it was a horrible experience! PLEASE DO YOURSELF A FAVOR AND STAY AWAY FROM THEM!!!! NO PHONE SUPPORT!!! THEY CAN IGNORE YOUR EMAIL AS THE REPS ONLY TAKE THE EASY EMAILS TO RETURN OR WORK ON AND IGNORE THE REST!!! DO NOT DO IT!! STAY AWAY FOR THE SAKE OF YOUR BUSINESS!!!

Initial Business Response /* (1000, 9, 2015/04/13) */
The complainant signed up for a Stripe account on March 17, 2015. On March 19, during a routine account review, Stripe identified strong signals that the account was related to other accounts that Stripe had previously closed for...

suspected fraudulent activity. Stripe cannot work with previously rejected users, so Stripe closed the account and refunded the charges to protect Stripe against chargebacks. Stripe informed the complainant of the account closure on March 19. If products were shipped, Stripe recommends contacting the customers to work out an alternate payment method.
Initial Consumer Rebuttal /* (3000, 11, 2015/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Its amazing how robotic you people sound. Every single complaint I have read all over the internet and believe me there is many, You people have the most non caring attitudes and it all sounds the same. I am still amazed that you people haven't been sued yet. In response to you mediocre response, You people must have me confused with someone else. I have never had a stripe account before I signed up for yours, I Made a sad mistake in getting one and I am doing everything in my power to warn other people about getting one. I am a Fortune 500 Marketing consulting. Trust me you worthless Excuse for a company. I will do everything within my power and more to Ensure that people know how conniving and deceitful you people are. I am still amazed that your institution has a license to operate. Maybe I need to report your institution to the FBI for an internal investigation. By the way what financial institution doesn't have a telephone number. I wouldn't be surprise if you are working out of a basement. Talk about fraud the only fraud I see here is your company. Now please post a robotic response.
Final Business Response /* (4000, 13, 2015/04/16) */
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 March 19th, 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.

Final Consumer Response /* (2000, 6, 2014/08/15) */
Client notified me today that they received their funds back. This complaint is now resolved.

Initial Business Response /* (1000, 5, 2015/04/15) */
Stripe received a request for information from this user on April 8th, 2015, and we reached out to this user on April 10th, 2015 to attempt to solve this issue, but we have yet to hear a reply from the e-mail address herein listed, or any...

of the three e-mail addresses this user has accounts associated with. The account in question was opened on November 23rd, 2013, and all funds from the account have been successfully transferred to the users bank account as of April 25th, 2014.

Initial Business Response /* (1000, 5, 2015/09/11) */
On 1st July, Stripe notified the complainant that they violated our Terms of Service and we would have to close down their account. We explained why we would be placing this hold on funds for 90 days.
"While we hate to give you anything less...

than a great experience, it does seem that your business is in violation of our Terms of Service, section B.5 ("Prohibited Businesses"). Specifically, we are unable to accept payments for brand name goods resold without permission as mentioned here: https://stripe.com/terms#prohibited-businesses.
These regulations come from our banking partners, so we sadly have no flexibility with them. That said, we understand that there may be some work involved with moving your business away from Stripe, and we're happy to help out with this process by giving you 5 days to switch to a new provider. Because of the elevated dispute risk here, we do have to put your balance on reserve for the next 90 days, the industry-standard chargeback window. During this period, the funds [redacted] help cover any refunds or disputes that come in, and your remaining balance [redacted] transfer to your bank account when the window closes.
I'm very sorry that we have to turn away your business, and we wish you the best of luck moving forward.
Best,
[redacted]"
In terms of the disputed charge for $450, we were admittedly slow to respond to the complainant - we really apologize for this. The chargeback in question was made on 12th August. We responded with advice on how to dispute this on 26th August. In any event, we facilitated the complainant in providing evidence to dispute the chargeback.
As mentioned to the complainant, when a chargeback is made by a customer, the cardholder's bank opens a dispute and immediately withdraws the money they sent to Stripe. The complainant was notified about the dispute and that the customer's bank [redacted] remove the funds from his account. Stripe then debited the complainant's bank account for the chargeback amount immediately. This is agreed to and accepted by users in our Terms of Service: https://stripe.com/us/terms#chargebacks
Ultimately, the complainant lost this dispute of $450. Although we facilitate the provision of evidence to contest a chargeback, we do not have any decision-making power over the dispute process. The cardholder's bank reviews the evidence and makes a decision. In this instance, the cardholder's bank decided that a valid chargeback was made and did not return the money to the complainant.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The money was returned to the complainant so therefore in this instant I lost out on $450 from the buyer who received tracking and a signature requirement to a business on a product 2 months and 11 days after the purchase was made. As stated before the policy on protecting your business users are apparently nothing if one could wake up 2 months later and decide hm I've had a product for 2 months and signed for it now I'll dispute it so I'm out of $450 and a product worth more
Final Business Response /* (4000, 9, 2015/09/21) */
While Stripe provides notifications and software to help users contest disputes, we ultimately have no control over the timing or outcome of these disputes.
Cardholders file a dispute with their bank at the time they notice an unexpected charge on their statement and their bank then has the authority to forcibly refund this charge. Disputes filed after the goods have already been shipped are a frustrating reality of accepting credit card payments online.
In this instance, Stripe notified the complainant that the cardholder had disputed a $450 payment as fraudulent on August 12th. The complainant uploaded receipt, delivery and customer communication evidence through the Stripe Dashboard. Stripe forwarded this evidence to the cardholder's bank, who ultimately decided that the evidence was not sufficient to find in the complainant's favor.
Final Consumer Response /* (4200, 13, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't think as a company after 2 months I should be penalized. Your company should protect the people who your actually benefiting from. If someone was to make a fraud purchase on most people cards it would not take 2 months 11 days later to see that a fraud purchase was made in terms show that people are trying to get over and with the help of your company even allowing something like this after 2 months 11 days that it's possible for anyone to do so