Stripe, Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I recieved my confirmation this morningSincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/07/21) */
We're legally required to review every business that signs up with us here at Stripe, and that includes verify ownership of a domain as well as being able to view a website. We were unable to do either of those things at the moment that this...

complaint was filed.
Currently, the user's website lead us to an error and we were unable to visit the webpage. We responded and attached a screenshot of this error. The user was able to provide an alternative domain and we were able to verify domain ownership.
We've released the user's funds, and this issue has been resolved.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response was extremely delinquent and since the domain they asked that we verify did not exist in email format we had to hire an IT programmer to create the unusable email address. All I wanted was to communicate to STRIPE and they did not deliver on their promised '24 hour' response time. 1-2 weeks to respond when salary funds are held up is deplorable.
Final Business Response /* (4000, 9, 2015/07/27) */
On April June 14th, we reached out to the complainant requesting information to complete their identity verification. Stripe must verify all of our user's identities to stay in compliance with KYC, or Know Your Customer, regulations. The URL that the complainant originally provided was incorrect, and we needed the additional info to finish the verification process. We allow our users to start processing before verification is complete, but [redacted] ask for more data or clarification in some cases having a verifiable online presence is a necessary step in Stripe's identity verification procedure. If the user doesn't respond within a few days of our message, we [redacted] disable their transfers until they are able to send over the requested information.
This was the case with the complainant. The complainant responded regarding our June 14th message on July 11th providing a working URL. We then sent an e-mail to the complainant on July 22nd, informing them that their account had been verified and transfers had been enabled.
We would like to sincerely apologize for the delay in releasing the complainant's transfers. The verification process is vital to our business, but in this case the time it took adversely effect our user's business. If the user has any issues or questions we can help with as they continue to process with Stripe, we [redacted] do everything possible to respond efficiently.

Initial Business Response /* (1000, 5, 2016/01/22) */
Stripe processes credit cards for thousands of businesses online (https://stripe.com/gallery). It looks like the complainant made a payment on one of their sites, and for some reason Stripe's details have shown up instead of merchants on the...

complainant's credit card statement.
As of today, 1/22/2016, the complainant has not reached out to [redacted]@stripe.com for help on how to proceed with this issue. When a product has not been delivered, we typically recommend that the customer reach out to the company that they ordered the product from to resolve the issue. It looks like the complainant is referencing a transaction placed with Lumitact.com Flashlights. Since Stripe is unable to process refunds on behalf of merchants, the complainant will have to reach out to the Lumitact.com Flashlights support team here:
[redacted]@lumitact.com
If the complainant does not receive a satisfactory response from the merchant, then we would typically recommend filing a dispute for the charge with the credit card company used for the transaction.
We would be happy to answer any questions that the might have at [redacted]@stripe.com.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
FLASHLIGHT RECEIVED. REPEAT: RECEIVED 1/22/16
HOWEVER
THIS APPEARS TO BE A SHADY COMPANY

Initial Business Response /* (1000, 5, 2015/12/21) */
Stripe supports businesses by providing the infrastructure to accept payments online. The complainant is the owner of one of the many businesses we support.
On 12/14/2015, we reached out to the complainant via email because we were...

concerned about several large payments that their Stripe account had processed. These payments closely resembled a type of fraudulent payment activity Stripe constantly monitors for in our systems. The complainant responded to our email with due concern, and, when she didn't hear back immediately, sent in 5 more emails. During this time, assessments were made on the complainant's account to determine any fraud damage and next steps. On 12/15, a Stripe support representative communicated with the complainant via email to set up a phone call. This representative spoke with the complainant via phone on 12/16. During that call, login access to the account was re-enabled, and the complainant agreed to refund the suspicious payments and attempt to recover the funds she had paid out to the third party. Stripe support followed up after the call with an email summary, as well as some follow-up steps. As of 12/21, we are waiting to hear back from her with any updates or further questions.
In summary, we have been in touch with the complainant via email and phone, and are collaborating with her to resolve any remaining account issues. At this time, we await hearing from her regarding her attempt to recover funds she paid out to the third party.
Complaint Response Date bumped because: Holiday

Initial Business Response /* (1000, 5, 2015/07/13) */
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 May 26th, 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, 2015/05/18) */
The complainant processed a large transaction from one customer through multiple invoices on May 1st, 2015. Our internal system flagged this as unusual behavior. For security reasons and to eliminate any suspicion of fraud, we requested...

documentation evidencing this transaction was authorized by the cardholder before transferring the funds to the complainant's bank account.
The reviewing of these documents took longer that expected. Stripe Support representatives updated the complainant about these delays on 5th May ([redacted]) and 8th May ([redacted]). An expected review date of 11th May was given to the complainant. The review was completed on 12th May and the documentation evidencing the authorization was verified. The funds were transferred to the complainant on this date.

Initial Business Response /* (1000, 5, 2015/06/26) */
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 May 29, 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, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First. We do not appreciate Stripe, Inc. give us a copy and paste response from their policy. We understood they policy terms. However, when the fraudulent transaction was made by an unknown customers using stolen information. We did not know that the transaction was illegal and would have never processed an illegal transaction. When this transaction was made, it passed [redacted] fraud checks including the CVC, zip code and address check. On top of all that, we even contact Stripe just to insure they safety of the transaction since it was our first transaction processed through Strip Inc. A Stripe representative ensured us that the transaction was valid being it passed [redacted] checks so we continued processing the order. Stripe "per Policy" waited 2 weeks before depositing our funds because they said it is our first transaction. Once the funds were deposited into our account, we completed the customer's order. A few days later is when we were contacted by Stripe informing us the transaction was a fraudulent purchase and the actual user is disputing the purchase. Shortly after another email, followed letting us knows that Stripe will be deducting $405 from our account to reimburse the customers funds. The funds were taken and we ([redacted]s) filed a dispute through Stripe's dispute portal. On June 13th we were notified by Stripe that the dispute was WON in our favor and this is the actual quote from Stripe Inc. "We have good news for you! The disputed payment from May 05 was successfully resolved in your favor by your customer's bank or Credit Card Company. This means that $390.00 and the dispute fee will be returned to your account in the next few days." Now for Stripe to turn around and try to keep our money is wrong! If they do not return our funds back into our account that, they had no problem taking it from. WE WILL SEEK LEGAL ACTION ASAP!!!
Final Business Response /* (4000, 9, 2015/07/07) */
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. On May 28th, Stripe reached out to the complainant to advise them of our decision and the closing of the account.
There was also a disputed charge on the complainant's account, and funds in the amount of $405.00 were held as a matter of standard procedure while the bank reviewed the dispute. This dispute review process typically takes the banks around 60 days.
After receiving notice that the bank ruled in the complainant's favor on June 13th, 2015, we initiated a thorough review of the account before transferring funds to the user. Unfortunately, this review process took much longer than normal, and we are working hard to speed this process up.
On July 7th, 2015, we released the hold on the complainant's funds and are in the process of transferring funds to the user's bank account. This transfer is scheduled to be delivered to the complainant on July 9th, 2015, but may take several business days to post to the complainant's bank account. We sent out an e-mail on July 7th, 2015, to apologize for the delay and to inform the complainant that the funds would be transferred to their bank account on July 9th, 2015.
While the dispute was ruled in the complainant's favor, the Stripe account associated with the complainant will remain closed as a result of our review. 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, 11, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
On July 7th we ([redacted] Company) received an email from [redacted]@stripe.com (via [redacted] The email reads: "Hi [redacted],
Apologies for the delay on our end. I've reviewed the history on this and have released the funds that were being held on your Stripe account. After the dispute was ruled in your favor, we should have resolved this much more quickly. My sincere apologies for the delay on this. The transfer of $405.00 is scheduled for July 9th, but please bear in mind that it may take several business days to post to your account.
Best,
[redacted] "
On July 9th we checked with our bank and the funds were released back into our account. As we do appreciate Strip Inc. releasing the funds back into our account. For any future transaction with Stripe Inc. and other customers. We suggest to Stripe that they should not make it so hard for customers to get back money that belongs to them and not Stripe. We also want to ask Stripe Inc. to take any bank account information belonging to us out of your system because we feel unsafe that Stripe as a company can go in at any time and take money fro our account!

The Complainant's funds are available to be transferred to them. However, the Complainant has indicated that they would like their funds sent out on manually, meaning that the Complainant must log into their website and manually trigger the transfer. The Complainant is encouraged to log into their Stripe account and initiate a transfer for their remaining funds.

Complaint: [redacted]I am rejecting this response because: The charges were not "rejected" , the funds have been sitting in Stripes bank account for months now!! Since you closed my account, I cannot refund my clients. Stripe needs to manually refund all 5 charges now. Stripe has floated these funds for way to long , please look at screen shot .Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/09/23) */
Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable law. One of these constraints is that we can only support businesses that are primarily located in the countries where we...

are licensed to operate. During a scheduled review of the complainant's account, it came to our attention that the majority of the complainant's activity was from Nicaragua--a country Stripe is not yet licensed to operate in--and so we were obliged to stop processing payments for their business.
Stripe notified the complainant of these restrictions on September 1st and allowed 14 days for the complainant to switch to another processor. During this time we received a number of emails from the complainant providing additional information about their business operations. We reviewed all of the information provided and concluded that we would in fact be able to continue supporting their business. This review was completed on September 22nd, the complainant's account was immediately re-enabled and the complainant was informed by email that they would be able to resume processing payments through Stripe.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept that the company re-enabled my account, as I understand they should have since I was not operating outside of their terms of agreement. However, I do NOT accept that it took 3 weeks and 7 emails, and finally involving the Revdex.com in order to get a real person to provide a 2 paragraph response and a basic amount of customer service. I will no longer be requiring the services of Stripe, I think I'll quit while I'm ahead and find another card processing company that actually values their customers.

Initial Business Response /* (1000, 5, 2015/01/08) */
Beginning on December 24, 2014 the user repeatedly sent messages in response to a request from the Stripe team that he verify the website he was using to accept payments via Stripe. Stripe's verification processes are explicitly covered...

in our terms of service and a mandatory requirement that all Stripe users meet. 0 Stripe's specific requirement that users verify the site their using to sell goods/services is in place to ensure the goods and services they're selling are in line with our Terms of Service and allows us to fulfill the KYC (know your customer) banking requirement. If a user fails to meet this requirement, we may temporarily pause transfers to their bank account, until the requirement is met.
That is exactly what happened in this situation. There appears to have been some short lapse in communication where the user claims to not have received some responses sent from [redacted]@stripe.com. Eventually, the user was able to touch base with a member of the Stripe team, verify the information we needed, and bring his account back into good standing. As a result, we were able to resume transfers, and on January 1st, 2015, we sent out a transfer of $6,546.49 to the user bank account. Accordingly, this case is resolved and should be closed.
0 https://stripe.com/us/terms
Initial Consumer Rebuttal /* (3000, 11, 2015/06/18) */
Stripe refuses to release funds.
Stripe asked to "verify" my business. I don't have an operational website yet. Still working on that aspect. They asked for my linkedin profile, which I gave them, as an alternate way to verify. I gave them the linkedin URL on June 10th. I have only received one email, on June 16th, stating that they are "busy" and will follow up with a resolution. I have since sent an email every day using their support contact page, to get an update. I have not received any response. They are holding over $5000 that I need to pay vendors.
I would like the $6,546.49 balance immediately transferred to my account. I would further request that they have an outside monitor installed that makes sure they respond to emails, by an actual human being, within 24 hours.
I have no idea why my account has been frozen, and it's been over 7 days without any sort of contact from them, besides, an auto acknowledgment from them.


Final Business Response /* (4000, 13, 2015/06/26) */
Beginning on December 24, 2014, the user repeatedly sent messages in response to a request from the Stripe team that he verify the website he was using to accept payments via Stripe. Stripe's verification processes are explicitly covered in our terms of service and a mandatory requirement that all Stripe users meet. 0 Stripe's specific requirement that users verify the site their using to sell goods/services is in place to ensure the goods and services they're selling are in line with our Terms of Service and allows us to fulfill the KYC (know your customer) banking requirement. If a user fails to meet this requirement, we may temporarily pause transfers to their bank account, until the requirement is met.
Beginning on June 12, 2015, the user again repeatedly sent messages in response to a request from the Stripe team that the complainant verify a new website he was using to accept payments via Stripe. We responded to the complainants multiple e-mails on June 13th, June 15th, June 16th, and June 21st. We were able to verify the complainants information on June 19th, which allowed us to resume transfers for the complainant. We notified the complainant about the successful transfer on June 21st, and the complainant responded on June 22nd to confirm that the transfer was successful. Accordingly, this case is resolved and should be closed.

Initial Business Response /* (1000, 5, 2014/11/17) */
The complainant opened a Stripe account on October 24, 2014 and, like all Stripe users, immediately was able to accept payments.
On October 29, 2014, a Stripe representative reached out to the complainant requesting that the...

complainant confirm additional information about the complainant's business, which the complainant later provided to Stripe after further correspondence with Stripe support.
Unfortunately, on November 3, 2014, upon further review of the complainant's Stripe account, it became evident that the complainant's business posed a level of risk for customer disputes that Stripe is not able to support. Additionally, in this case, a Stripe representative was not able to confirm all of the personal and business information listed on the Stripe account. Due to these issues, a Stripe representative reached out to the complainant to explain that Stripe would be unable to continue accepting payments on the complainant's behalf.
In this email sent on November 3, 2014, the Stripe representative explained to the complainant that the complainant's business posed this elevated level of risk. However, this email also explained that the complainant still would be receiving all of her funds, and the complainant would receive these funds as scheduled. Additionally, this email detailed any error messages that the complainant would receive if the complainant attempted to continue using Stripe after that point.
In the Stripe Terms of Service, to which the complainant agreed upon opening a Stripe account on October 24, 2014, Stripe explains the situations in which a Stripe account may be closed: "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."
This section of the Stripe Terms of Service can be found here: https://stripe.com/us/terms#termination.
A few minutes after receiving this email, the complainant responded to the Stripe support representative in question saying that this situation was ridiculous and demanded to know why the complainant's account posed this elevated level of risk.
Unfortunately, as the Stripe representative explained in the response, Stripe isn't able to go into detail about verification and evaluation procedures due to security concerns, but the Stripe representative repeatedly explained to the complainant the reason why Stripe would no longer be able to accept payments on the complainant's behalf, which was the elevated level of risk for customer disputes the complainant's business posed. After a few more similar exchanges, the Stripe representative offered to introduce the complainant to a supervisor to explain the situation in more detail, but the complainant refused to continue the conversation and mentioned that the complainant had filed a complaint with the Revdex.com and considered the matter closed.

Initial Business Response /* (1000, 5, 2015/08/03) */
As mentioned in our email to the complainant on May 28th, 2015, Stripe can only support users with a low risk of customer disputesafter reviewing the complainant's submitted information and website, we found that their site presented a higher...

level of risk than we can currently support.
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.
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, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Stripe dropped me for no reason, I personally asked them why they dropped me. They could not give me an answer besides I was just high risk.I asked them how so, they could not explain it to me. I have people in my business using stipe for the exact same purpose as I am but yet they have no problems so me being a high risk is a poor excuse and it's not true. This company is a scam and full of liars. They GUARANTEE apporval once signing up. Maybe it would be a smart idea for stripe to process their clients to make sure they are not a " high risk" before they let them process cards. intead of letting people process cards then a few days latter say sorry we have to drop you because of high risk and all the money we will hold onto instead of refunding the money and we will make it impossible to contact stripe to get the money back despite that fact they ruined my business. ( can you see how that is a problem.) They need to refund the card holders money and stop playing games before I settle with a lawsuit against stripe. If it has to come to that I will take this to the media and will sue them for not only the money they have of mine but everyone else's they have STOLEN. This is very unaccactple for any company to act like this and do this to their customers. These little young kids need to understand you cannot take people's money and hope they forget about it. And they need to have a conact phone number. It's pretty sad that I have to go through Revdex.com to get in conact of stirpe over a very simple issue that can be easily resolved over one phone call.
Just refund the money..it is not that difficult.
Final Business Response /* (4000, 9, 2015/08/07) */
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 May 28th, 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 /* (4200, 11, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not accepting this until the money is refined plain and simple

Initial Business Response /* (1000, 5, 2015/04/26) */
We know chargebacks are frustrating, especially when a merchant acts in good faith and finds out that the card used by a customer is stolen. We also understand that payment processing, and the responsibilities and limitations thereof, can...

be a bit confusing. Stripe helps merchants accept and process credit card, debit card and other types of card payments from customers who wish to pay our users for services or merchandise. This does not mean, however, that Stripe approves, authorizes, or guarantees any payment processed. All charges are ultimately authorized or declined by the card's issuing bank. Stripe does have a fraud shield in place to assist in protecting users from risky transactions, and in this user's case 85% of total transactions were indeed shielded or bank-declined; however, no algorithm is perfect, and our Terms of Service detail both our responsibility for protecting the security of data in our possession, and the user's responsibility for "the use of lost or stolen data that is used to purchase products or services from your business. Stripe will not be liable for losses resulting from use of lost or stolen data with the Service."
https://stripe.com/us/terms#security-and-fraud-controls
https://stripe.com/us/terms#chargebacks
It is the responsibility of every business owner accepting Card-Not-Present transactions to educate themselves about fraud, and Stripe provides robust documentation 0 to assist users in learning how to avoid fraud and disputes; however, we expect business owners to be proactive in learning about our security features and how to use the charge details in the Stripe dashboard, as well as the information that may only be available in their backend (such as a shipping address, order contents, and customer communication), to review charges and reject/refund transactions that present more risk than they are willing to assume. We're always happy to educate our users, or to take a second look at any charge we're asked specifically about, but the responsibility to familiarize themselves with our security options and how to review their charges rests with the user, who is welcome to reach out to us for help at any time. Unfortunately, when it comes to fraud and disputes, we often do not hear from the user until they have already been negatively affected.
It is the user's right to pursue outside civil litigation against the parties who received his goods if he is able to identify and locate them. This is not Stripe's responsibility, nor anything we can assist with directly, but must be pursued privately with the assistance of legal counsel via the civil court process.
0https://support.stripe.com/questions/avoiding-fraud-and-disputes
Initial Consumer Rebuttal /* (2000, 7, 2015/04/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The education process to my business was woefully inadequate. The ability to and necessity to inspect the individual transactions through my "back end", was never explained. Instead Stripe knowingly allowed fraudulent users to hammer my account time after time after time ( up to twenty seven attempts) with fraudulent card numbers , one after the other until ther successfully charged an item using a stolen card number. Now after I understand how to inspect the attempted , fraudulent run against my account I can easily see the highly suspicious activity easily. If Stripe had any real protection in place they would have or should have alerted me to inspect the back end of there's four transactions BEFORE I reased the very expensive products to these multiple crooks.
Throughout my relationship with STRIPE they have exhibited a total lack of concern for educating me or the loss I have incurred due to their negligence. I have only received " boilerplate" response to my correspondence and I'm not even sure these responses came from actual people or Jude auto ,pre programmed responses. BEWARE YOU CANNOT ACTUALLY SPEAK TO ANY LIVE PERSON ON THE PHONE AT STRIPE. POTENTIAL STRIPE CUSTOMERS SHOULD STAY AWAY FRO THIS RIP OFF SERVICE. I pland on communicating with Go Daddy and will urge them to discontinue their relationship with this totally inadequate service. STRIPE DOES NOT CARE THEY DO NOTHING TO PROTECT YOU OR YOUR BUSINESS, STAY WAY AWAY FROM STRIPE.

We apologize for the amount of time it has taken to get back to the complainant. We strive to answer users quickly and efficiently but we clearly dropped the ball here. During a standard review, we reached out to the complainant to gain more information about their account. Due to a...

miscommunication, this review was not properly completed and the complainant's transfers were not reenabled. Transfers on the complainant's account have now been reenabled and they will receive their transfer shortly. We apologize for any inconvenience and stress that this has caused the complainant.

Initial Business Response /* (1000, 5, 2015/07/24) */
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 July 15th, 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, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response is laughable. Who could have foretold that it would be a copy and paste response, it is not like they do that very often, right? Here is a news flash geniuses. " Stripe cannot process payments that appear to be unauthorized by the owner of the charged card." Um, then what exactly does your business do? I know I did not take the client's credit card information directly, run it through, APPROVE IT WITH VERIFICATION. Then based on whatever, you knows since you do not specify details and give generalized responses to complaints, YOU decided to cancel the transaction. It was YOUR decision that has costed me a sale and customer DIRECTLY. YOUR SOLE DISCRETION. YOU are the ones that processed this payment, not me and not my client. Based on 1, yes, the only 1 transaction that I had on my account, THAT WENT THROUGH, YOU directly decided to cancel the transaction as too risky. I sincerely hope that someone, somewhere, is pursuing legal action and government intervention to stop your company from harming further business owners based on decisions that are "at your sole discretion". Terms of service or not, what you do to people is wrong and malicious and needs to be put to a stop. If someone reading this is pursuing legal action against this company. Please feel free to contact me as a witness. Revdex.com blocks any personal info but I would be very interested. In closing, Stripe you should be ashamed of yourself. How many complaints do you need to have before you decide to change your business model? Or do you simply not care? Based on their responses to myself and other patrons on this site, I conclude the latter.
Final Business Response /* (4000, 9, 2015/07/30) */
As mentioned, we have identified strong signals that the complainant's was in violation of the Stripe's Terms of Service. In particular, we noticed unauthorized charges on the complainant's Stripe account. On July 25th, 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 our ToS. In particular, the significant credit or fraud risk:
https://stripe.com/us/terms#termination

Initial Business Response /* (1000, 5, 2014/11/26) */
While Stripe does provide various tools for fraud protection, the company does not take on liability for disputed charges. In this case, full liability lies with the complainant.
When a chargeback is issued, a merchant is liable for...

the full amount of payment of the chargeback plus any associated fees, fines, expenses or penalties. Stripe charges $15 per chargeback (note: this fee is dependent upon the currency in which the Stripe user receives funds), though this fee is refunded if the issuing bank decides the dispute in the user's favor. In the event that a Stripe user is able to win a dispute, Stripe returns the full amount of the charge and the $15 fee to the user, and incurs this cost. Stripe returns that fee because we feel strongly that users shouldn't be penalized for disputes that are resolved in their favor.
In this case, the complainant lost seven disputes, and is now liable for the full amount of payment of the chargeback, plus the associated $15 fees for the two disputed charges, totaling $1,352.00. Information about how Stripe handles disputes is provided here: https://support.stripe.com/questions/how-does-stripe-handle-chargebacks, and additional information about disputes or chargebacks can be found here: https://stripe.com/help/disputes . The relevant section of the Stripe Terms of Service can be found here: https://stripe.com/us/terms#chargebacks
When contesting chargebacks, Stripe provides merchants with chargeback assistance, including status notifications and facilitating chargeback responses. However, Stripe does not assume liability for this role or assistance in contesting chargebacks. Though Stripe did provide these services to the complainant, they unfortunately did not win these disputes, and are now liable for the disputed funds. The relevant section of the Stripe Terms of Service can be found here: https://stripe.com/us/terms#contesting-your-chargebacks.
Because Stripe is not liable for the disputed charges, Stripe will not be reimbursing the complainant for these disputed charges nor for the associated fees. Our team apologizes for a slow turnaround on any of these queries. High volume can impede response times occasionally, but attempts are made in good faith to respond to emails promptly, in the order in which they are received.

Initial Business Response /* (1000, 5, 2014/05/23) */
The seller signed up for a Stripe account on 4/23/2014. On May 7th, we identified the account running charges without authorization from card owners. At that point, we contacted the merchant to let him know that we would not be able to...

process payments on his behalf going forward and refunded the credit cards to prevent future disputes. By the time we closed the account, the merchant had incurred a dispute rate significantly higher than the threshold tolerated by the credit card networks. The merchant can refer to the relevant part of our terms of service here:
https://stripe.com/us/terms#a-idsectiondasection-d-license-termination-and-other...⇄ /> We believe that the merchant in question is fraudulent, and will not be able to process funds on his behalf in the future.

Initial Business Response /* (1000, 5, 2015/04/26) */
This user wrote to us on April 21st regarding difficulty with his transfers, and we acknowledge that we were unable to respond to his ticket prior to this Revdex.com complaint. We're unable to discuss the status of a user's payments or transfers...

with anyone other than the account owner, so we will be contacting the user directly to discuss the state of his account.
We do strive for a reasonable response time, and we're sorry we were unable to provide a shorter response time in this case. Please make sure correspondence is from your registered email address, and understand that opening multiple tickets actually hinders our ability to provide you with a timely response (five separate tickets were created for this issue.)
I can address the "pending balance" question here, as the answer does not require revealing any sensitive account details. When a charge is first created, funds are not immediately available to the user, but are placed in the user's pending balance. If a user's payout/transfer schedule is for two days, the amount is then pending for those two days, after which it is moved to the available balance. The Balance History of any Stripe account will show the date a charge was created, and the date upon which it will move from the pending balance to the available balance:
https://dashboard.stripe.com/balance
I hope that is helpful. I apologize for the weekend delay regarding your transfer issue, and I have already asked for a prioritized review of your account. Please be assured that your funds are safe, and we'll reach out shortly.

Initial Business Response /* (1000, 5, 2015/03/24) */
On March 14th, Stripe sent an email to [redacted], the full text of which is enclosed here:
Hi [redacted],
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. We've noticed that you have processed charges that seem to be unauthorizedin order to make charges with credit and debit cards, the owner of the card must consent to the charge. Charges on your account do seem to lack this consent, which unfortunately means that we will no longer be able to offer service to www.whitepages.com/name/[redacted]-k-[redacted]/fresno-ca/[redacted].
I'm sorry that your Stripe service will be ending so abruptly, but unfortunately our hands are tied in this situation.
Best,
[redacted]
After this email, we automatically refunded the $165 charge (the charge Mr. [redacted] mentions in his complaint) in full. The refund was sent and on March 17th at approximately 11AM. It's within expected behavior for refunds to take between 5-10 business days to be delivered to the card holder. All of this information is available to Mr. [redacted] by logging into his Stripe Dashboard and looking up the charge in question.
Mr. [redacted] did not respond to our message sent on March 14th. We did not receive any other messages from his email address, either before or after his account was closed. For this reason, there is no evidence to suggest that Stripe has not fulfilled its obligation to both Mr. [redacted] and his client (to whom the refund was issued).