Stripe, Inc.

Initial Business Response /* (1000, 5, 2015/04/23) */
Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable law. As a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms...

of Service. All users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms
Since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and services. Stripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise.
During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of Service. Stripe cannot process payments that appear to be unauthorized by the owner of the charged card. On April 20, 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. We're unable to discuss the status of a user's payments with anyone other than the account owner, so we will be contacting the user directly to discuss the state of his account and his payments.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
4 days have passed [redacted] I have yet to receive a single response from one of the 4 emails I sent to 4 different representatives in the company. I have called the only 888 number I could find for the company and have left a message. No call back.
Thank you so much for your Copy and Paste answer, but I still have no resolution to my plait.
I would like a definitive public answer of when the funds will be release or what will need ot be done to release said funds. All merchandise purchased with the funds have already been shipped and delivered. With confirmation for each.
No reason was given in the termination. No formal contact info. No response.
"We're unable to discuss the status of a user's payments with anyone other than the account owner, so we will be contacting the user directly to discuss the state of his account and his payments" - When? Next quarterly batch review?
I would like to say that Stripe has poor customer service. But to have poor customer service, IT HAS TO EXIST! STRIPE PAYMENTS HAS ZERO CUSTOMER SERVICE.
Final Business Response /* (4000, 10, 2015/04/28) */
On April 24th, 2015 we reached out to the complainant, informing them that we had refunded all charges that have not yet been transferred to their bank account and that they would need to make alternative arrangements with their customers to receive those funds.
As stated previously, 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

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

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

Initial Business Response /* (1000, 5, 2015/11/06) */
Stripe uses a complex automated fraud detection algorithm that picks up on common indicators of fraudulent transactions and fraudulent businesses.
The complainant's business was identified by our fraud detection systems as a likely...

fraudulent business on October 30th, 10/30. As part of this process, we initially paused the transfer of funds. When the complainant contacted us on 10/30, we had already initiated an investigation. We then identified that a false positive had occurred.
On Nov 4th, 11/4, Stripe removed the fraudulent status from the customer's account and released the funds, which have since been deposited into the customer's bank account.
We have resolved the issue between the complainant and Stripe. If the complainant has any further questions for Stripe, they may contact us at [redacted]@stripe.com. We sent the following message to the complainant on November 6, 2015:
"Thanks for writing in and I sincerely apologise for the hassle here. As part of our desire to best protect our users, as well as our legal obligations, we have a lot of data points we use to detect potential fraud. As fraud patterns change, so to does our detection of it. While our systems are very, very good at this - it isn't 100% accurate and there are some cases where an account or charge can be flagged, incorrectly, as potentially fraudulent. We do review every Stripe account manually and always want to make sure we can work with as many users as possible.
On occasion, a legitimate charge can have all the signs of one that is potentially fraudulent, and it's these cases where sometimes a decision is taken that isn't the right one. I am very sorry for the trouble this caused and can assure you that your account has been fully enabled and you can continue using Stripe to process payments.
If there's anything else I can help with or if you'd like any more information, please let me know and I'd be happy to help."
False positives like this are rare, and Stripe takes them very seriously. Stripe is reviewing this case to determine what led to the first decision and how situations like this can be prevented moving forward. In the meantime, we offer our apologies and invite the user to let us know what if any additional remediation steps they'd like us to take.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/11/10) */
Stripe processes card payments online for thousands of merchants. The complainant signed up for a service with a merchant who processes payments on Stripe. Sometimes, "Stripe" will appear on customers' credit card statements briefly, and then be...

replaced by the name of the merchant the customer made the purchase from. Stripe has been working with card networks to resolve this issue, so that the appropriate merchant's information appears at the time of the charge. The complainant does not have a Stripe account and has not used Stripe's services directly.
On November 9th, the complainant wrote to Stripe's support team to provide information about charges on an American Express card. We were able to find the name of the merchant who was charging the complainant's card. We responded later that day informing the complainant that the charges were from a service called RankTracker. We also included RankTracker's contact email so the complainant could contact them directly. Stripe sent two response emails to the complainant, both of which are included here, and neither of which include profanity:
"Hi [redacted],
Thanks for writing in!
I'm sorry to hear that you're seeing an unrecognized charge showing up on your card. It seems you recently made a purchase on a website that uses Stripe to process their payments. Stripe processes payments for thousands of websites and businesses.
Sometimes "Stripe" (or a variation thereof) will appear on credit card statements instead of the name of the website or business that you made the purchase on. This is especially a problem with American Express and is something we're working on fixing.
The actual business's name should appear on your statement within a few days.
If you'd rather not wait, and you don't recognize the amount, I could research who the business was and let you know. At very least, this will help stop these charges at their source, since it sounds like it's a recurring problem.
To do that, I'd need a bit more information:
- The exact amount and date of the charge
- Last four digits of the credit card number (not the whole number)
- Card's expiration month and year
I hope to hear back from you."
"Hey there,
Thanks for reaching out regarding these charges. I've done a bit of digging, and it appears that all of these charges have come from a service called RankTracker.
You can find their website here:
www.ranktracker.com
As well as email them at [redacted]@ranktracker.com for billing reasons.
I hope that helps! Let me know if you need any more info! "
Our users are responsible for customer service for their business, so we direct customers who contact Stripe to them for inquiries about refunds. Outside of certain cases where there was fraudulent activity on a card, we do not issue refunds on behalf of our users.
We apologize for the confusion caused by Stripe's information showing up on the complainant's card statement. Looking at the three charges mentioned, it looks like two are currently being disputed by the complainant (charges from September 3rd and November 3rd), and the one from October 3rd was refunded by RankTracker. We recommend that the complainant continue dealing with American Express to resolve this issue.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Below is Stripe's Response to the complaint submitted by Vlad Sultanov (herein referred to as the "Complainant") on March 19, 2018.Stripe OverviewAs background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to...

quickly and simply accept credit card payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account information. This information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submission. Merchants have control over what information is provided to Stripe – for credit card charges, this must minimally contain the card number and expiration date. Most merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required to. It is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account.  It is important to note that merchants identify the account into which funds are ultimately deposited through the Stripe management interface. Merchants consent to Stripe’s Services Agreement when establishing their account. A current version of the Stripe Services Agreement is available at https://stripe.com/us/legal.[redacted]Merchant Account Overview The Complainant submitted an account with Stripe on January 9, 2017 under the name "PCDestination llc" at[redacted]. Stripe processed payments for the account owner until February 24, 2018. During a routine review, Stripe determined that the complainant's business had a high level of disputes and was at risk for incurring more disputes. On February 19, 2018, Stripe contacted the Complainant, informing them that their dispute rate was over industry standard, at 1.1%; 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]Since then, their dispute rate has grown to 1.26%. As these chargebacks accumulated, pursuant to the Complaint's agreement with Stripe and as described in further detail below, Stripe debited these funds from the Complainant. Specifically, as further described below, we debited the amount that was charged back and a fee of $15 for each chargeback that we processed.Reserve TermsIn order to mitigate future losses to Stripe as a result of chargebacks on the Complainant's account, a reserve was set in place that will last for 90 days. Funds will be transferred to the complainant's bank account on May 20, 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]While there is a reserve in place, the Complainant is able to log into their Stripe dashboard, process refunds to the customer's whose funds are held and reprocess these funds with a different processor if they need immediate access to the funds.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 Brendan Doherty (herein referred to as the "Complainant") on April 3, 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 May 9, 2017 under the name "Brendan's Travels" [redacted]. Stripe processed payments for the account owner until April 4, 2018 when their ability to create payments will be turned off. During a routine review, Stripe determined that the complainant's business was at a high risk for disputes. On March 27, 2018, Stripe contacted the Complainant to get more information. After reviewing this information, Stripe reached out on March 30, 2018, 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 28, 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.

Below is Stripe's Response to the complaint submitted by [redacted] (herein referred to as the "Complainant") on June 19, [redacted].
On June 11, [redacted], the Complainant was notified via email that they would no longer be able to accept payments using Stripe. They were given the opportunity to have their account rereviewed. They provided additional information. When Stripe reviewed this additional information, it was determined that it was still unable to support the Complainant. On June 11, [redacted], the Complainant was also informed that the charge on their account appeared to be unauthorized and, as a result, was being refunded.
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 am confused as to how it could change, I had laid everything out for stripe before processing with them. Nothing had changed since the initial look into the business. How can a company knowingly put people's lively-hood and companies in jeopardy. I will be contacting the FTC for the blatant abuse that Stripe has commited. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I have a pile of emails from Stripe with excuse after excuse as to why they aren't returning my money. I have copies of them. They are still holding my money even though they say that they have attempted to return it all to me. Not truthful at all. They do not have access to my bank account any longer. They initially withdrew $[redacted] from my account. They had tacked on an extra fee to the payment that was made to me by my customer. They are not truthful. Oh yes, they want access to my account  so they can take out more money from me. I have told them to repay me via Pay Pal, but they refuse to do that. Every excuse possible is used for whatever suits them. I have had four months of aggravation with Stripe. They keep making statements that aren't true either. I have the emails from them so I have proof of their deceitful dealings. The so called second dispute was even questioned by one of their own. He indicated that there was an error of sorts in the transmission of the payment and he didn't know how to handle that. I have that email also. All I want is MY money and they continue to hold it and pretend that they are ready to refund it to me. Not true.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/05) */
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 13th March 2015, Stripe reached out to the complainant to advise them of our decision and the closing of the account.
The closing of this account is in accordance with the following section of the Stripe Terms of Service. Our terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason".
https://stripe.com/us/terms#termination
While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After reading SEVERAL complaints by other unsatisfied customers, this appears to be a cut and paste normal response from Stripe for the myriad of people who have had to deal with this issue. I had to refund the $1550.00 back to my client and ask him for a check. I received the payment from my client this way because it WAS AUTHORIZED just like the credit card transaction was AUTHORIZED!!!!! Stripe's so called "model" to determine unauthorized charges is severely flawed and has cost me a good client because now he no longer wants to do business with me because of all the hassle. Furthermore, Stripe STILL has failed to address the issue of the $59.42 that was STOLEN out of my account from them without authorization. I DEMAND that the payment be mailed to me immediately or I will file a formal complaint with the California Attorney General's Office, Consumer Protection Bureau, and Federal Trade Commission.

Initial Business Response /* (1000, 5, 2014/11/19) */
We evaluate an account's risk on a case by case basis, though we're unfortunately unable to publicly disclose the details of our evaluation, for the sake of the user's privacy, and Stripe's security. During evaluation, we assessed this...

account to be especially at risk for chargebacks. Chargebacks are strongly regulated across the industry by the card brands, and chargeback risks call for immediate action.
We have however reevaluated this account and have misjudged their chargeback risk. We've released this customer's funds from both of his accounts, and he should receive his transfers on November 21st, 2014 and November 25th, 2014. We apologize to this customer, we work very hard to make sure that false positives don't happen, but once in a while they do, and when we discover one we work hard to make it right, and are happy to agree to this customer's desired resolution.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Stripe "misjudged" or company's risk? No customer from our company filed a chargeback, we are real business with real transaction and we expect a real commitment of our partners where payment gateways are included. We need to trust in our partners... It looks that Stripe released the funds, OK, but it seems BLOCKED our account to NEW transactions. As we don't received any message from STRIPE, I need an official and ultimate position: YOUR ACCOUNT IS CLOSED?
Final Business Response /* (4000, 9, 2014/12/01) */
After carefully re-evaluating this account we do recognize that our fraud system did unfortunately flag this account as a false positive. While it is unfortunately not possible to reopen a closed account, the user is absolutely welcome to open a new account with us and continue service with Stripe.
Our team recognizes the inconvenience experienced by the user, and we do apologize for this. While incidents such as this are indeed rare, we do acknowledge when they happen and definitely are happy to work with this user going forward.

We are open to continuing to work with the complainant through our official channels. Our last message to the complainant was [redacted], and we have not yet received a response.

Initial Business Response /* (1000, 5, 2015/08/26) */
On August 18th, a refund was processed from the complainant's Squarespace account for a charge made on September 9, 2014 for $156.75. On August 24th, the complainant contacted Stripe, stating that approximately $150 had been taken from...

their bank account without their consent. Upon further inquiry, the complainant stated they had "emptied the purchase from their squarespace site" the day the refund was executed, but had not meant to trigger a refund from the account, and requested that Stripe "nullify the transaction". As the refund had already been successfully processed via the complainant's Squarespace account, we informed the complainant that they would need to contact that customer for reauthorization to charge their card; Stripe can not reverse refunds. Complainant responded, stating that the refund "did not go through" and requesting it be returned to their account; Stripe responded in turn by sending the complainant the details of the successful refund, including a reference number. Since then, Stripe has not received additional correspondence from the complainant.
Stripe would like to note that all actions taken to recover the funds thus far are in line with Stripe's Terms of Service agreement, specifically in regards to the rules regarding refunds and returns, which can be found here: https://stripe.com/us/terms#refunds-and-returns
Of specific note is the following:
"You will use best efforts to process all refunds within sixty (60) days after the original transaction date, and you acknowledge that refunds processed after that time may not be capable of being processed.
For processed refunds, Stripe will deduct the refund amount (including any applicable Fees) from (i) settlement funds owed to you from processing of other card transactions, or (ii) funds in any Reserve Account. If these funds are not sufficient, you authorize Stripe to initiate an ACH debit entry to your Bank Account in the amount necessary to complete the refund transaction to the cardholder's card. In the event Stripe cannot access your Bank Account by means of ACH debit, you agree to pay all funds owed to Stripe upon demand. You are solely responsible for accepting and processing returns of your products and services; Stripe has no responsibility or obligation for processing such returns."
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am the client, and I am the one who mistakenly deleted the payment because I thought it was old.
Why is there no recourse for communication on behalf of the client ie me?
This person I have to reprocess the order with is unreachable , and so how am I able to correct a human mistake on my part if you are so inflexible and do not undo that mistake?
!!!!!
[redacted]
Final Business Response /* (4000, 9, 2015/09/10) */
Once a refund is made and has settled, there is no way Stripe can cancel or reverse this refund. Although this is a human error, unfortunately, there is no way Stripe can undo this mistake.
We followed up with the complainant today, and provided a Dashboard link to the refunded charge in question. This link also contains the email address connected to their customer. The complainant may use this email address to contact the purchaser and ask to recharge their card to undo this mistake.

Initial Business Response /* (1000, 5, 2015/08/10) */
Stripe processes payments for thousands of businesses around the world. We received a message from the complainant on August 7th, 2015, stating that the complainant did not authorize the mentioned charge. On August 7th, 2015, [redacted], from our...

Support team, reached out requesting more information to locate the charge and provide the name of the merchant who processed the charge. The complainant chose not to provide the additional information to locate the charge in question.
We understand that unauthorized charges are concerning, and apologize for any unrest the unknown charge presented to the complainant. As Stripe is a payments processor, we receive a charge request through our API, and process that charge. Without seeing the additional details of the charge, unfortunately we are unable to opine on the charge, by whom it was authorized, and how best to resolve the charge.
That said, we completely understand as well, if the complainant wishes to dispute the charge with their credit card company if the charge is unauthorized, launching a dispute is a cardholder's right.
The complainant is encouraged to contact us at [redacted]@stripe.com if there is anything information we can provide to help resolve this between the complainant and the merchant.

Initial Business Response /* (1000, 5, 2015/07/02) */
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 wrote to Stripe on June 25th 2015, to let us know that they received a dispute on one of their payments. The complainant immediately closed their Stripe account, which made the evidence submission process more cumbersome since they no longer had access to the Stripe dashboard. On June 25th, 2015, and June 30th, 2015, a Stripe support representative responded explaining they could manually submit any evidence that the complainant could provide. As of July 2nd, 2015, Stripe has yet to receive any evidence from the complainant. We are happy to proceed with this as soon as the complainant sends us the requested evidence.
As a matter of further clarification, Stripe does not authorize charges for our users. Much like the disputes process, we pass [redacted] relevant information (including any CVC, street check, and ZIP checks the user mentions in his complaint) to the card-issuing bank, who then authorize or decline the charge.
While it appears that the complainant took reasonable steps to resolve the disputes in their favor, Stripe is not in a position to cover the cost of disputed funds for our users. Our terms explicitly state that users are "immediately liable to Stripe for the full amount of payment of the Chargeback plus any associated Fees, fines, expenses or penalties." Our terms further state that "Stripe may provide you with assistance including notifications and software to help you contest your Chargebacks. We do not assume any liability for our role or assistance in contesting Chargebacks." Our users accept these terms when they create their Stripe accounts. More information can be found in our terms of service, here: https://stripe.com/us/terms#chargebacks
Disputes are a reality of accepting credit card payments, especially online. In this case, there are no extenuating circumstances that warrant Stripe assuming liability for the disputed funds, though of course we will continue to support her as much as possible through any further disputes or chargebacks she receives.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You did authorize the charge. I did not have access to any of the information about the buyer's credit card or information other than his name & address. This is an ongoing problem with stripe. They accept ALL orders by credit card & do not verify whether or not the information matches & is accurate because regardless, THEY get paid the $15.00 fee for chargebacks & the loss is pushed off onto the seller. I WILL NOT use Storenvy again because Stripe is FORCED on sellers in order to sell on the site & I am not alone. I know of many, many sellers who feel the same way & have closed down their Storenvy stores. Your company will not last long, you've screwed over way to many people but I'll still be in business so have fun while it lasts! And when a class action suit is filed against Stripe I'll be right there waiting to collect. ;)
Final Business Response /* (4000, 9, 2015/07/14) */
The topic of disputes and the process for submitting evidence through the Stripe dashboard is well documented:
https://stripe.com/help/disputes
https://stripe.com/docs/guides/dispute-evidence
The subject of disputes is also covered extensively in our terms of service:
https://stripe.com/us/terms#chargebacks
On June 30th, 2015 and July 1st, 2015, we reached out to the complainant to encourage them to submit evidence for their disputed charge. The evidence submission window had closed, but we were willing to extend the evidence submission window as a measure of good faith. Unfortunately, we were unable to proceed with the evidence submission process since they did not respond to this request for evidence.
Final Consumer Response /* (4200, 13, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have & will continue to accept fraudulent charges because they don't lose any money. In fact they gain from every fraudulent transaction they accept so good luck staying in business. Storenvy has lost hundreds of sellers because of stripe & they are working on replacing you with Paypal to gain those sellers back. This is a crooked company that doesn't care whether or not they screw consumers out of money as long as they get their share. Have fun while it lasts!

Complaint: [redacted]I am rejecting this response because: Theubjist make up things as they go along to suit them. The original email from them clearly states that the payment was high risk or more than likely fraud although it was not.  Theybencoraged me to not even go througjnwith my buyer and then held my payment after sending those hateful emails.
Sincerely,[redacted]

Below is Stripe's Response to the complaint submitted by [redacted] [redacted] (herein referred to as the "Complainant") on July 5, [redacted].
Stripe Overview
As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or...

through a mobile device, to quickly and simply accept credit card payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account information. This information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submission.
 
Merchants have control over what information is provided to Stripe – for credit card charges, this must minimally contain the card number and expiration date. Most merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required to. It is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account.  It is important to note that merchants identify the account into which funds are ultimately deposited through the Stripe management interface. Merchants consent to Stripe’s Services Agreement when establishing their account. A current version of the Stripe Services Agreement is available at https://stripe.com/us/legal.
[1] https://stripe.com/us/payments
Merchant Account Overview 
The Complainant submitted an account with Stripe on October 21, [redacted] under the name "[redacted]" at[redacted]. Stripe processed payments for the account owner until June 26, [redacted]. During a routine review, Stripe identified strong signals that the Complainant's account was in violation of the Stripe Terms of Service. Specifically, Stripe cannot process payments that appear to be unauthorized by the owner of the charged card. The majority of the Complainant’s business seemed to be driven through unauthorized, fraudulent charges. On June 26, [redacted], Stripe reached to the Complainant to let them know about its concerns and that it could no longer support their business. Stripe asked for additional information from the Complainant in order to verify the legitimacy of the account. However, the Complainant never submitted the requested information. After a thorough investigation, Stripe closed the Complainant's account. The final transfer on the Complainant's account has been released.
The closing of this account is in accordance with the following section of the Stripe Terms of Service. Stripe's terms very clearly state that Stripe
"may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" https://stripe.com/us/terms#termination
While Stripe is not be able to continue processing transactions on the account, this does not preclude the Complainant from signing into Stripe and accessing any of the account's existing data. For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account and the Complainant's claim for damages is baseless.

As of [redacted] 5, [redacted] the charges on the complainant's account have been refunded. The card holders will see the funds posted to their card balances within the next ten days. The complainant is welcome to email us at [email protected] with any additional questions.

Below is Stripe's Response to the complaint submitted by Julie[redacted] (herein referred to as the "Complainant") on March 23, 2018.Stripe OverviewAs background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to...

quickly and simply accept credit card payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account information. This information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submission. Merchants have control over what information is provided to Stripe – for credit card charges, this must minimally contain the card number and expiration date. Most merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required to. It is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account.  It is important to note that merchants identify the account into which funds are ultimately deposited through the Stripe management interface. Merchants consent to Stripe’s Services Agreement when establishing their account. A current version of the Stripe Services Agreement is available at[redacted][1[redacted]Merchant Account Overview The Complainant submitted an account with Stripe on April 21, 2017 under the name "Bayou City Speech & La" at [redacted]. The Complainant processed their first payment on March 19, 2018. First payouts take 7-10 days, as outlined on Stripe's support site:"Once you start processing with Stripe, your first payout is made 7-10 days after your first successful payment is received."[redacted]The Complainant deleted their account but Stripe support has worked with them to reenable it. The Complainant will receive their funds on March 26, 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.

Below is Stripe's Response to the complaint submitted by Kory Lloyd (herein referred to as the "Complainant") on April 12, 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 21, 2018 under the name "Kory[redacted]" at [redacted] . Stripe processed payments for the account owner until April 2, 2018. During a routine review, Stripe identified strong signals that the Complainant's account was in violation of the Stripe Terms of Service. Specifically, Stripe cannot process payments that appear to be unauthorized by the owner of the charged card. The majority of the Complainant’s business seemed to be driven through unauthorized, fraudulent charges. On April 2, 2018, Stripe reached to the Complainant to let them know about its concerns and that it could no longer support their business. 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. Stripe's terms very clearly state that Stripe"may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" [redacted]All remaining funds have been paid out to the Complainant as of April 9, 2018.While Stripe is not be able to continue processing transactions on the account, this does not preclude the Complainant from signing into Stripe and accessing any of the account's existing data. For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account and the Complainant's claim for damages is baseless.