Stripe, Inc.

Stripe apologizes for any stress that the complainant has experienced as a result of their funds being sent to an account that they do not own. However, we can only send funds to bank information that is input by our users. Because the complainant entered the information, their funds were directed...

to the account that they specified. In order to get the funds back from the incorrect account, we must wait 5 business days, as this is the timeline that the bank has to let us know if they are rejecting the funds or not. As a result, we need to wait until November 2, [redacted] in order to see if the complainant's bank rejects the transfer or not. If they do reject the transfer, we will transfer the funds to the complainant's new bank account. If they do not, we will attempt to reverse the funds from the bank account so that they can be retransferred to the complainant's bank account. We understand that this is stressful for the complainant but we are unable to speed up the timeline on which this process occurs.

Stripe has been corresponding with the complainant via email regarding these points. The complainant has been given the following answers several times.We outline our user's privacy in our privacy policy: https://stripe.com/es/privacy. We urge the complainant to look through this document to see how...

their privacy is protected. Stripe has also shared with the complainant via email where they are able to find their invoices. If they log into their dashboard via the following link, they will be able to see the fees that Stripe has taken for our service: https://dashboard.stripe.com/account/documents Stripe strongly encourages the complainant to read through the resources that have been provided to them to answer these questions. If the complainant has additional questions, they are welcome to follow up with us via email at [email protected]

Stripe is unable to provide any additional information other than what is provided on the Complainant's Dashboard. When a dispute is initiated, the card issuer will not work directly with the merchant, they work through the processor. Because of this, Stripe allows users to submit information via the Dashboard to illustrate why the charge was legitimate so that they are able to work with the card issuer through Stripe.
The Complainant has not yet submitted evidence via the Dashboard to prove the legitimacy of the charge. Stripe suggests that the Complainant log into their Dashboard and submit evidence, as outlined in the guide below, in order to allow the card issuer to investigate the dispute:
https://stripe.com/docs/disputes/evidence

Initial Business Response /* (1000, 8, 2014/12/22) */
[redacted] wrote to us on November 30th regarding the status of her transfers, and we responded on December 3rd. We apologize for this delay. On November 23rd, we had reached out to [redacted] regarding an issue we had verifying the website URL...

provided on her account application - it seems our email was overlooked or lost. [redacted] provided the requested information on December 3rd, and we were able to review her website and release her transfers the same day. Her transfer arrived in her bank account on December 5, 2014.

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 [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#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: it dosent answer anything about the money they are holding from me 380.80 cents. that just reads STANDARD TOS FORMS but say nothing about where my money is and when will it be deposit into my account.Sincerely,[redacted]

The Complainant's funds were transferred to them as of October 19, 2017. It may take the Complainant's bank a few days to post the funds. If the Complainant still does not see the payout in their bank account, they should contact their bank with the following trace number:[redacted]

Below is Stripe's Response to the complaint submitted by Bishamber Batra (herein referred to as the "Complainant") on April 11, 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 March 12, 2018 under the name "Kraken media services corp" at[redacted]. Stripe processed payments for the account owner until March 18, 2018. During a routine review, Stripe determined that the complainant's business was at a high risk for disputes. On March 13, 2018, Stripe contacted the Complainant, informing them that we would no longer be able to support their business as 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]Reserve TermsThe closing of this account was in accordance with the following section of the Stripe Terms of Service:"may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason"[redacted]In 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 11, 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.

Complaint: [redacted]I am rejecting this response because: I made several attempts to contact them through customer service to understand what needed to be done to receive the $[redacted] that shows as "Next transfer" in my account from the $[redacted] that was deposited in my account on 6/14/** to make this transfer. They accepted the $[redacted], then suspended or "closed" my account with money still holding in the account? I want the money they owe me, $[redacted]. I don't care if they close my account because I don't want to do business with them any longer...just want my money. Sincerely,[redacted]

My strong advise to everyone who try to buy something though internet : If you see the name STRIPE then NEVER-EVER give your Credit Card number.

16 days ago I started a yearly service from another merchant ([redacted]). They were saying "7 days FREE TRIAL, with 100% Money Back Guarantee in First 7 days". I started this, and after 1 day I gave my credit card, I wanted to cancel my trial period, and fill their web form. But no reply came.

Then in next 6 days I sent them around 25 messages (by email & web form) . But
I ONLY received Automated Replies every time, and ZERO real reply came form a human!

I understood that it is a TRAP robot-website for charging credit cards of people. Finally 7 days finished, and I couldn't cancel my account. At the end of this 7 days a new automatic email came to me informing that my trial period is expired & my 1 year service is officially started.
They CHARGED MY CREDIT CARD $100 although I am against to this.

This was a website WITHOUT ANY HUMAN REPLY...
I HAD TO BUY 1 Year Service but Now IT IS NOT WORKING AS WELL !!!!
Just after some days my official membership started, their system started to kick my username out of the system !!!
They took my money, and they are not giving the service anymore now !!!!
BUT NOBODY TO CONTACT ..What can I do, I don't know ???
I WAS CHEATED 100 USD in last 2 weeks!! My money is ABSOLUTELY STOLEN from e ROBOT WEBSITE !

Part of The Subject About Credit Card Processing Company [redacted]
--------------------------------------------------------------------------------...⇄ /> This robot-website is [redacted] & it was written their Credit Card Processing Company is 00[redacted],
SO,
In this period I wrote to STRIPE also, for their attention.
BUT they are AS SAME AS that Cheater Merchant [redacted]...There is NO DIFFERENCE between them...
It is already 10 days now, [redacted] also only sent Automatic Replies to my email until now
NO HUMAN REPLY in STRIPE too !!!
NEVER-EVER give your Credit Card number to them!!!!

I am doubting that they are partners ([redacted] & [redacted]) in this Credit Card cheating job by the help of their Robot-Websites without any Human Reply.

In this page, I see somebody replied something for defending Stripe, as "when Stripe identifies fraudulent merchant activity, it terminates the seller's account..."..etc...
DO NOT BELIEVE THESE WORDS !!!!

They don't have any Sensitivity to FRAUD ACTIVITIES...They are Even Not Replying to reporting Fraud !!!
Before writing these lies at first they should answer my question: My Email is [redacted] ...In last 10 day, WHY YOU DIDNT REPLY ME????
WHY I ONLY RECEIVED AUTOMATIC REPLIES???


Finally my 100 USD is GONE..
These are both ROBOT WEBSITES, without any phone number inside, without any HUMAN REPLY !!!

What should I do now, I don't know ???? How can I receive my stolen money back, I don't know ????

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.

On April 22, [redacted], when Stripe reached to the Complainant to ask for additional information about the Complainant's business, the domain on record for "iGuy" was http://Shop.iguyphonerepair.com. Stripe was unable to verify what the complainant was selling via that website. No reply was received back from that request sent to the Complainant on April 22, [redacted].
On May 3rd, [redacted] the Complainant updated the business URL to http://www.iguyshop.com.
On May 5th, [redacted] Stripe completed a review of the Complainants updated website and was able to verify what the complainant was selling via that website.
On April 5th, [redacted] Stripe sent an email to the Complainant on April 5th [redacted] advising the Complainant that the review was now successful.
On April 5th, [redacted] Payouts for the Complainants' Stripe account were re-enabled.

Initial Business Response /* (1000, 5, 2015/08/04) */
As of August 4th, 2015, the complainant has not reached out to Stripe for help or information on this issue. After investigating the complainant's claims, I was unable to find any charge associated with the information provided in this...

Revdex.com complaint. Any disputed payments for user's accepting payments with Stripe are visible in their Stripe Dashboard, and I was still unable to locate the charge mentioned by the complainant after searching through thingCharger's disputed payments.
It appears this case was ultimately directed towards thingCharger and the complainant claims they have reached out to them to cancel their order. Additionally, the complainant claims they reached out to their bank to file a dispute for this case, which was the correct decision on their part.
To help clarify this process a bit, we don't make the determination of who gets to keep the funds in a chargeback dispute. The customer's bank doesthey consider evidence and decide to settle a dispute either in the merchant's favor or in the customer's favor. In this case, I could find no evidence that thingCharger had received a dispute from the complainant.
We would be happy to further assist the complainant if they reach out to us directly at [redacted]@stripe.com.

Initial Business Response /* (1000, 8, 2015/08/16) */
We received three emails from [redacted] regarding fraudulent transactions on his account on July 22 and 24th, and responded to one of these on July 24th, advising immediate refunds (which had already been completed.) No debits for these...

refunds have yet been made to the Ministry's bank account at this time (the debit transfer failed.)
Two of the refunded charges were already transferred to the Ministry's bank account, as follows:
ch_[redacted] ($225.00) was transferred on July 23rd in tr_[redacted]
ch_[redacted] ($650.00) was transfered on July 17 in [redacted]
The net total transferred to the Ministry's bank account for these charges is $849.02. When the Ministry refunded these charges, Stripe accordingly attempted to debit the Ministry's bank account to recover the funds already transferred.
The other refunded charges never transferred, and thus Stripe is not seeking to recover these - the refunds were netted directly against the charges, and this can be seen in the contents of the transfer here:
[redacted]
In this transfer, 5 refunds are netted against the original charges (thus canceling each other out), and two refunds - as mentioned above - are included for a total of -$849.02. These are funds owed to Stripe, as they were already transferred to the Ministry's bank account and the Ministry has now refunded them.
We hope this clears things up for the user, and encourage them to reach out to us at [redacted]@stripe.com if there is still confusion regarding these two refunded charges that have already been transferred to the Ministry's bank account.
Initial Consumer Rebuttal /* (2000, 10, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Below is Stripe's Response to the complaint submitted by [redacted] (herein referred to as the "Complainant") on October 12, 2017.
As previously stated, once the Complainant began processing charges on August 2, 2017, which provided Stripe with more insight into their business, Stripe reviewed the account and decided that it would not be able to support the Complainant's business. After reviewing the Complainant's charge patterns, Stripe was able to determine that the business would be too high risk to support. This is outlined in Stripe's Service Agreement,
"At any time during the term of this Agreement and your use of the Services, we may require additional information from you to verify beneficial ownership or control of the business, validate information you provided, verify you or your Representative’s identity, and assess the risk associated with your business...You acknowledge that we may use your information to verify any other information you provide to us, and that any information we collect may affect our assessment of your overall risk to our business. You acknowledge that in some cases, such information may lead to suspension or termination of your Stripe Account. Stripe may periodically update this information as part of our underwriting criteria and risk analysis procedures."
[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, 2015/10/14) */
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.

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

to quickly and simply accept credit card payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account information. This information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submission. Merchants have control over what information is provided to Stripe – for credit card charges, this must minimally contain the card number and expiration date. Most merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required to. It is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account.  It is important to note that merchants identify the account into which funds are ultimately deposited through the Stripe management interface. Merchants consent to Stripe’s Services Agreement when establishing their account. A current version of the Stripe Services Agreement is available at https://stripe.com/us/legal.[1] https://stripe.com/us/paymentsMerchant Account Overview Insert the following information in this paragraphDate that the account was submittedWhat business name + url the account was submitted underHow long we have processed for the accountWhen we reached out to the user about their account being rejectedOur findings in light of reassessing the accountThe Complainant submitted an account with Stripe on [redacted] under the name "[redacted]" at [redacted]. During a routine review, Stripe identified payments that appeared to be against it's Terms of Service. Specifically, Stripe cannot process payments that appear to be unauthorized by the owner of the charged card. On [redacted], Stripe reached to the Complainant to let them know about its concerns and that it needed a copy of the Complainant's ID in order to continue sending transfers. The Complainant did not respond, nor did they supply the ID.On [redacted], the complainant reached out to inquire why they couldn't send funds to their account. On [redacted], a Stripe Support agent responded to the Complainant, letting them know that they were reviewing their account. The Complainant responded, asking for phone support, which Stripe does not provide at this time. On [redacted], a Stripe Support agent informed the Complainant that they still needed to provide Stripe with a photo ID as well as an invoice for these unusual charges.On [redacted], the Complainant supplied the documentation requested by Stripe. Upon further review, Stripe has found that the account is in compliance with Stripe's Terms of Service. In light of these findings, Stripe has reinstated this account; the Complainant is welcome to continue using Stripe and should find that their account will function normally. This was communicated to the Complainant.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, 2014/05/28) */
The seller opened a Stripe account on April 29th. After observing two especially large transactions, we reached out to the merchant for more information on May 5th. At the same time, we experienced technical difficulties with our internal...

support ticketing system which effected several of our conversations with users. From our records, we see that the merchant wrote back to us on May 6th. Unfortunately, given the bug with our ticketing system, we only responded to the seller on May 13th. At that point, the merchant had refunded the transactions to coordinate an alternative form of payments. We sincerely apologize for the extended delay. We have since fixed the issue, and don't anticipate similar problems going forward.

Initial Business Response /* (1000, 5, 2015/11/22) */
In the last correspondence with the complainant on November 20th, 2015, the complainant agreed to pay the money owed to Stripe as a result of disputes on the account. The complainant has not paid off the balance owed to Stripe just yet, but the...

complainant has indicated that they are very close to raising the required funds.
As discussed with the complainant, 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.

Below is Stripe's Response to the complaint submitted by[redacted] (herein referred to as the "Complainant") on [redacted] 16, [redacted]. Stripe submitted its response on [redacted] 24, [redacted]. Stripe OverviewAs background, Stripe provides a technology platform that allows merchants selling permissible...

goods or services online, or through a mobile device, to quickly and simply accept credit card payments.[0] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account information. This information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submission. Merchants have control over what information is provided to Stripe – for credit card charges, this must minimally contain the card number and expiration date. Most merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required to. It is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account.  It is important to note that merchants identify the account into which funds are ultimately deposited through the Stripe management interface. Merchants consent to Stripe’s Services Agreement when establishing their account. A current version of the Stripe Services Agreement is available at https://stripe.com/us/legal.[0] https://stripe.com/us/paymentsAccount OverviewThe Complainant submitted an account with Stripe on [redacted] 8, [redacted] through the platform [redacted] by [redacted] (herein referred to as the "platform"). [redacted] by [redacted] is a platform that uses Stripe's Connect [0] product to process payments for it's users. Stripe processed payments for the Complainant until [redacted] 7, [redacted]. On [redacted] 12, [redacted], Stripe reached out to the platform to verify the identity of the Complainant. In order to send funds to a user, Stripe must be able to verify their identity as outlined in it's terms:"At any time during the term of this Agreement and your use of the Services, we may require additional information from you to verify beneficial ownership or control of the business, validate information you provided, verify you or your Representative’s identity, and assess the risk associated with your business. This additional information may include business invoices, copies of government-issued identification, business licenses, or other information related to your business, its beneficial owners or principals."https://stripe.com/us/legal#your-stripe-accountThe Complainant submitted their government issued driver's license. The review was completed, the Complainant's identity was verified and their transfers were reenabled. The Complainant then reached out to Stripe on [redacted] 16, [redacted] stating that they had received poor support from the platform, that they wanted their funds refunded and that they were going to file a Revdex.com complaint. A Stripe support agent instructed the Complainant to write in authenticated for security purposes. This was Stripe's first email communication with the Complainant. The Complainant then wrote back on [redacted] 21, [redacted], on an authenticated form with the same initial message. A Stripe support agent asked for additional context, which the Complainant provided, stating their complaints regarding the customer service provided to them by the platform. The Complainant was then instructed to reach out to the platform to process these refunds.[0] https://stripe.com/connectTerms of Service OverviewStripe does not have a direct relationship with the Complainant. As outlined in Stripe's Terms of Service, the platform agrees to handles customer complaints for their connected accounts, such as the one that the Complainant has:"Stripe is not responsible for the acts or omissions of any Connect Platform in providing services to you or your customers, nor is Stripe responsible for your obligations to your customers (including but not limited to properly describing the nature of or delivering the goods or services being sold to your customers)."https://stripe.com/us/connect-account/legal#limitations-on-stripes-l...⇄ also outlines in it's Terms of Service that it acts as the payment processor, not the platform:"Stripe is not a Connect Platform, and only provides the Services described in this Connected Account Agreement and the Stripe Services Agreement. You do, however, appoint Stripe as one of your payments agents for the limited purposes of directing, receiving, holding and settling payment card proceeds to you, and you agree that Stripe’s receipt of payment processing proceeds satisfies your customers’ obligations to make payment to you."https://stripe.com/us/connect-account/legal#stripe-connect-mdash-your-conne...⇄ Complainant agreed to these terms when they agreed to the platform's Terms of Service:"By continuing to operate as a Campaign Owner on Indiegogo, you agree to be bound by the Stripe Services Agreement, as the same may be modified by Stripe from time to time."https://www.generosity.com/about/termsDetailed Account ActivityStripe has fulfilled it's obligation to the Complainant by processing funds on their behalf. Stripe is not responsible for the lack of communication in response to the Complainant by the platform nor any miscommunication between the two parties as outlined below.As Stripe is not the platform, it is not able to initiate the refunds on behalf of this Complainant. The Complainant will need to work with the platform in order to initiate refunds to their customers. This is outlined in Stripe's Terms of Service:"You are solely responsible for, and Stripe expressly disclaims all liability for, your complying applicable laws and obligations related to your provision the goods or services to your customers, or receipt of bona fide charitable donations. This may include providing customer service, notification and handling refunds or consumer complaints, provision of receipts, registering your legal entity, or other actions not related to the Services."https://stripe.com/us/connect-account/legal#limitations-on-stripes-lia...⇄