Stripe, Inc.

WORST BUSINESS, FRAUD FRAUD FRAUD!!!!!

Complaint: ***I am rejecting this response because:
They have not received ANY disputes from any of these transactionsI have tried everything by forwarding emails from the customers of the transactions stating that they were authorized by contacting them I even got an email from one yesterday saying did you get your money yet because they said that they were charged As you know this is been going on for a while and they are not refunding the people and are not releasing my fundsI am out of pocket more than $*** and they owe me*** (and change)Stripe has no reason to claim that these transactions were not authorized by customers My rent is due on the first and I am on able to pay it due to them not releasing my funds early July Saying they refunded the people does not make sense because I would have to chase down these people and ask them to give me money for a product they used and received over a month ago and were already billed for.Unfortunately most people will not feel comfortable with that They are just sitting only money
As mentioned in previous messages I have medical bills from the stress of this and I am not asking for any compensation from that, I just want the money I earned and that was fully authorized by every single one of the customers If they feel that these transactions were not authorize they have every ability to contact these customers themselvesAgain, they have nothing to base that conclusion onThe email addresses are on the transactions I hope you understand where I'm coming from and why this is completely wrong and fraudulent on stripes behalfIt's pretty simple and clear
thank you for your timeSincerely,*** ***

Initial Business Response /* (4000, 15, 2015/06/25) */
The complainant contacted Stripe on June asking about the status of this refundThey were notified on June that the refund had been processed as a reversal: Rather than appearing as a credit, the original charge drops off the
customer's statementThis happens for refunds made within a short time after the original charge
Stripe does not receive a reference number for this type of refund, but the card holder should be able to confirm with their bank that the reversal was successful
Initial Consumer Rebuttal /* (4200, 19, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My customer stated on June 8th "I went online to my bank & the history didn't go that far back so I called my bank & they said that the transaction posted but was never reversed or refundedThey took the money & kept it as far as the bank can see."
So he saw no reversal and neither did his bank according to himIf stripe had never interfered with my sale at all (again, I had NO active stripe account, this was not created by me) everything would have be fine like all my other salesSo he is ok, he has the artwork I sold himI am just out the money because I can't expect him to pay me twice
I do not expect stripe to resolve this at all, they have been courteous but ultimately unhelpful, claiming it is impossible for them to prove on their end that any reversal took place at the same time they insist they have processed itIf it was a higher dollar item I'd take it to small claims (I'm unsure if their user agreement requires arbitration, but since I never created the account, or agreed to it, that does not matter) but it is roughly the same amount as a filing fee so there is no point

Initial Business Response /* (1000, 5, 2015/02/13) */
We first received an email from the user on January 29th, in response to a message we originally sent on October 28th, Our message from October 28th informed the customer that his website could not be verified, and that we would be
pausing any further transfers to his bank account until he could provide a website which we could verify, which he was asked to send in an email replyWe perform this type of verification to ensure that businesses processing payments with Stripe are compliant with our terms of serviceThis fact was clearly stated in the original message sent to the customer
The message we received on January 29th (in response to our original message) noted that a payment in his account (authorized on January 26th) had not been transferred to his bank accountHe did not answer any questions about his website or provide details we could verifyWe responded on February 3rd, asking again for a website or online profile (eg Facebook or LinkedIn) we could verify in order to resume his transfersWhen he got back to us on the 3rd, he informed us that he had already refunded the payment, and that he had been charged $on overdraft feesIt should be noted that at no point did we attempt to debit the user's bank account, and therefor the overdraft fees cannot be attributed to any action by StripeThe last message we sent to the user was on February 4th, asking for further clarificationHe did not respond to this message
The user's transfers were paused as a result of his inaction on our message from October 28thThere is no evidence to suggest that Stripe is responsible for any overdraft fees incurred by the user

Initial Business Response /* (1000, 5, 2015/10/12) */
The complainant contacted us five times between 18:and 18:on October 7thAs the email address used had never been associated with a Stripe account, we were unable to find the relevant account details at that time
At 19:on
October 7th, we received a support request from the platform that created the complainant's Stripe account, which included the correct email addressWe responded to both the platform and the complainant at 14:on October 8th and are confident that this issue has now been resolved

Initial Business Response /* (1000, 8, 2015/01/30) */
The matter has been resolved, as shown here: https://goldengate.app.Revdex.com.org/complaint/view/XXXXXXXX/b/dce5dd
However, for posterity, we informed the user that the refund went through in the form of a reversalRather than appearing as
a credit, the original charge drops off the customer's statementThis happens for refunds that were made within a short time after the original charge, as in this particular caseWe were unable to provide the user with a reference number since one does not exist for this type of refundHowever, we explained that their customer's bank should be able to confirm thisAs can be seen in the Revdex.com complaint linked to above, the merchant's customer was not charged and the issue was resolved
Initial Consumer Rebuttal /* (2000, 10, 2015/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/03/27) */
Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of
ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms
Since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise
During a routine review, Stripe identified strong signals that the complainant's account was related to multiple other accounts that had previously been terminated for fraudulent activity which was in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn March 8th, Stripe did reach out to the complainant to advise them of our decision and the closing of the account
The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason"
https://stripe.com/us/terms#termination
While we will not be able to transfer any more funds to this user or refund payments on their behalf for the reasons outlined above, this does not preclude the customer for the payment in question from contacting their card-issuing bank about recouping their funds
Initial Consumer Rebuttal /* (3000, 7, 2015/03/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is completely inaccurate as this is our first account ever and never once have we had any fraudulent activityStripe's processes are obviously flawed if this is the conclusion they came toThis is a canned response that certainly didn't take into account the facts of this complaint
The fact is Stripe cancelled our account AFTER they accepted the customer's paymentAt a minimum Stripe should remit the funds to us OR refund it back to the customerEither way is fine by us, but Stripe took the customer's money, Stripe should pay it out
Final Business Response /* (4000, 9, 2015/03/31) */
While we can't go into detail on how we validate the risks associated with charges processed for individual accounts, this user's account has been reviewed by multiple analysts to the same conclusionUnfortunately, Stripe cannot process payments on behalf of businesses we believe to be in violation of our Terms of Service, or to pose a highly elevated risk of chargebacksFor additional context, our Terms of Service can be found here: https://stripe.com/terms
Although we are not able to issue additional refunds for the payments made to this account, we recommend that the user's customers reach out directly to their bank or card issuer to investigate their options for remuneration
Final Consumer Response /* (4200, 17, 2015/04/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How can Stripe justify their decision without disclosing the facts used to make the decisionAgain, this is a new account with no previous history with Stripe
Stripe has no contact phone numbersThe only we found to discuss the matter with Stripe was on the Revdex.com's site and went straight to voicemailWe have sent at least email none have ever received a response
So we are clear here - Stripe took our customer's money, froze our account, refuses to indicate the actual reasons other than "suspicions", makes no attempt to discussing the matter with us as the owner of the account, and provides no reasonable method of contact, does not respond to inquiries, other than through Revdex.com
Stripe suggested method of resolution is unacceptableIt will be a detriment to OUR business because our customer will have to chargeback to usnot StripeIf our account was frozen at the time the last charge came through, why did they not reject the transaction and instead accept the money and now refuse the return it?
It's clear here that the only fraudulent activity is on Stripe's part for refusing to return money rightfully owed to someoneThis has been the worst customer service experience in our livesHow can a financial company operate in such a manner as to have no way to contact them and never respond to inquiries to settle disputes, especially monetary ones?

Initial Business Response /* (1000, 5, 2015/08/17) */
On 24th July, the complainant replied to this email from Stripe on 5/28/and informed us that they still could not refund the charge for $
We have now enabled the complainant's ability to refund this charge as requestedWe
apologize that a better response or user experience was not provided to resolve this issue
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still not able to refund chargesI will attempt to attach a screenshot showing this

Stripe has taken this opportunity to further review the state of the complainant's accountWe found that the account was closed due to a positive by Stripe's fraud tooling.In light of our findings, we have reinstated this account; the complainant is welcome to continue using Stripe and should
find that their account will function normallyWe apologize for any inconvenience that this has caused the complainant.positives like this are rare, and Stripe takes them very seriouslyStripe is reviewing this case to determine what led to the first decision and how situations like this can be prevented moving forwardIn the meantime, we offer our apologies and invite the complainant to share any feedback with us

Stripe is an online payments processor that handles credit card payments for thousands of websites daily.
The complainant created an account with us through Invoices2go, a 3rd-party developer of mobile and web app designed as a simple invoicing, expense-tracking, and reporting tool for micro
and small business ownersThe reason for Invoice2go users to open a Stripe account is to be able to accept credit card payments from their customersThe complainant, already an Invoices2go user, opened an account with Stripe on July 15, ***
On July 22, *** at 17:56, Stripe processed a Visa card payment on behalf of the complainantThe payment of $*** came from Ronald Fleming, and it was processed on the website the complainant is the owner of, merchants2go.com.
On July at 13:03, the complainant sent an email to Stripe's customer support from his email address, ***The email subject titled "Your company," below is the entire text of his message:
“Call me at to avoid further legal actionI refuse to correspond by emailGet a spine, and a phone numberCall me immediately, I will not respond to your emails”
On July at 18:56, a full refund was issued for this charge, and $*** was credited back to the same cardIt is not uncommon for businesses to offer a full refund for a charge they don't want to acceptEither the complainant or Invoices2go initiated the refundStripe is not able to issue refunds on behalf of our users
On July at 23:48, Stripe's customer support responded to the above email, requesting the complainant to explain the reason for his dissatisfactionThe complainant did not reply
In conclusion, Stripe did not hold back the refund, and moreover does it have the power to do soIt is common for refunds to take several days to show up on the credit card statement so this could have been a misunderstanding by the complainant
The complainant argues that Stripe has misled him, and that Stripe runs a negligent business -- and the lack of phone support is such proof of bad practiceStripe did not influence the complainant's decision to open an accountStripe processed the refund immediately and denies holding of funds from the cardholderStripe offers customer support mainly by email because of its belief that we can provide more in-deph and therefore better solutions by email (than by phone), and that is no way a reflection of our lack of concern for our usersStripe cares about its customers deeply

Initial Business Response /* (1000, 5, 2015/06/05) */
The complainant wrote to us asking for information on the chargebacks on 26th ***, On *** 31st we pinpointed the chargebacks in question and explained the situation
* First chargeback: a fraudster used an innocent cardholder's card to
purchase goods on the complainant's online storeA red flag was raised here as a US card was used and the fraudster requested the complainant to ship the product to AfricaWe must refund chargebacks made by cardholders in instances of clear fraud, as occurred here
* Second chargeback: This charge was made on the 18th April on the complainant's online storeIt appeared in the complainant's dashboard on this dateStripe processes payments made on our users' websitesIf they do not wish to follow up with a sale, they can refund the chargeThis was not done here
Stripe charges a $dispute fee on every chargeback that is madeThis is clearly stated in our Terms of Service and agreed to once a Stripe account is set up: https://stripe.com/us/terms#chargebacks
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that the card holder was not the person ordering the productI also understand that this is not the card holders faultI have no problem issuing a refund for those reasonsHowever, I do have a problem with being charged $for something that wasn't my faultIf the cardholder isn't penalized, then neither should I beIt wasn't my fault that the card was stolenPlease don't charge me for a problem with a fraudster, just like the card holder was an injured party and received their money backSo am I
Final Business Response /* (4000, 11, 2015/06/24) */
We at Stripe understand how painful disputes can beWe provide a number of tools for both avoiding disputes and submitting evidence when they occur to the card-issuing bankHaving said that, it is still the responsibility of the user to monitor charges and refund any that are suspicious
Each time a card holder disputes a charge that's processed through Stripe, the card-issuing bank charges Stripe a $feeIn accordance with our terms, we then pass *** fee on to our users:
https://stripe.com/us/terms#chargebacks

Unaccountable and won't refund meI bought a product through Stripe last year, it keeps rebilling every year at $I have contacted the vendor yet they never replySo I contacted Stripe directly and was told that they CANNOT (!?!) cancel the rebillNo mention of contacting the vendor on my behalf to resolve the issue, they instead said I should file a chargeback
What kind of customer service is that? No concern that I am being rebiled for something I am not using, no concern that their vendors are ripping people offI will definitely not be using Stripe Payments for any other purchases online, certainly one to avoid

Initial Business Response /* (1000, 5, 2014/10/08) */
+ risk
This looks to be an account shut down complaint
Final Business Response /* (4000, 8, 2014/10/23) */
While Stripe does provide various tools for fraud protection, the company does not take on liability for disputed
chargesIn 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 penaltiesStripe charges $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 favorIn the event that a Stripe user is able to win a dispute, Stripe returns the full amount of the charge and the $fee to the user, and incurs this costStripe 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 two disputes, and is now liable for the full amount of payment of the chargeback, plus the associated $fees for the two disputed charges, totaling $1,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 responsesHowever, Stripe does not assume liability for this role or assistance in contesting chargebacksThough Stripe did provide these services to the complainant, they unfortunately did not win the dispute, and are now liable for the disputed fundsThe 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

Complaint: ***I am rejecting this response because:I don’t care about any of that! Give me my money or we will be in small claims court! Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 5, 2014/07/24) */
Thousands of Stripe's users, or merchants, charge their customers using Stripe's infrastructure, but Stripe does not charge end users' cards directlyStripe's merchants are directly responsible for refunds and disputes for charges they
create per Stripe's Terms of Service:
https://stripe.com/us/terms#refunds-and-returns
Without full context, it sounds like the complainant has a subscription with one of Stripe's merchants and is being charged monthly as a resultThe complainant will need to talk to the merchant directly to request a refund and a subscription cancellation
If the complainant isn't clear about which of Stripe's merchants is creating the charges, we recommend the complainant contact us directly with information so we can investigateThe complainant could provide Stripe with the following information in a direct email to ***@stripe.com to assist the investigation:
- last four digits of the card number
- expiration date
- amount of recurring charge
- dates of the last three charges
We're happy to help out as much as we can in facilitating communication between the complainant and the merchant, but won't be able to issue any refunds on the merchant's behalf
It's worth noting that with American Express, Stripe's name can show up on end users' statements initially (because Stripe processes the payments) and is replaced with the merchant's name to hours laterThis leaves end users without context about the origin of the charge, and may be contributing to the confusion here
Merchants are responsible for all refunds and disputes, so unfortunately Stripe isn't able to issue a refund on the merchant's behalfThe best course of action here would be to reach out the merchant (once we've discovered which merchant that is) to request a refund and subscription cancellation

Initial Business Response /* (1000, 5, 2014/12/23) */
It seems that the issue here is surrounding a known issue in our user dashboard, at the time of this writing, that causes transfers to be displayed in a confusing manner when a reserve is in placeWe are aware of the confusion this can
cause, and are actively working on a solution to the displayHowever, there were no transfer delays in addition to the reserve already arranged
For context, reserves are a tool we sparingly use to manage unique, user-specific credit riskMore on reserves can be found in our Terms of Service: https://stripe.com/terms#reserves
While we explained the display issue to the user in our initial notification of the reserve on December 1, the confusion is understandableWe have since, as of December 9, reassessed the credit risk with the merchant, and reduced the reserve held, releasing the balance difference
We encourage any Stripe user with questions about their transfer schedule to reach out to ***@stripe.com we'll be happy to help explain any source of confusion, or diagnose/resolve any issues that come up
Initial Consumer Rebuttal /* (2000, 7, 2014/12/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***I am rejecting this response because:Your company stripe still have funds held of $dollars of my funds that have not been release to me or back to the customer and they have been held for two full months without any response to my email and your company need to deposit my funds!
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/11/25) */
On August 28, Stripe reached out to the complainant saying we would hold funds for a month because we had identified signals payments on the complainant's account had a high probability of being fraudulent and being made without the
consent of the cardholderOn August 30, we asked to talk to the complainant about the account and left emails and voicemails on September and September On September 6, we emailed the complainant to explain that the activity on the account might be a form of fraud where someone makes fraudulent charges on a credit card and asks a merchant to pay out a 3rd partyWe explained that of the total charges on his account had been disputed, and the rest were likely to be disputed in time as wellWe made it clear that as the business owner, the complainant is financially responsible for every charge the complainant chooses to honor, including disputes and their associated feesWe advised the complainant that refunding the remaining charges would make them safe from disputesOn 9/the complainant wrote in separately: "On this dispute, my client and I know it is an error and I have no problem with the refund." However, the complainant failed to refund any of the other chargesIn time, all of the charges on the complainant's account were disputed as fraudulent, meaning they were processed without the consent of the cardholderThe complainant is responsible for the outstanding balance of $13,to cover the cost of the disputes and associated fees
As far as getting a response, Stripe answered each of the complainant's questions, with emails and several calls and voicemails dated 9/28, 9/6, 9/3, 9/1, 8/30, 8/28, 8/21, and 8/We did not get a response to our warning the complainant of the likely fraud pattern on his Stripe account on 9/
Disputes and fraud are an unfortunately reality of the online paymentsWe take this risk seriouslyWe attempted to warn the complainant about the reality of the likely fraudulent scenario he was in through multiple calls, voicemails, and emails, but he did not pick up the phone or respond to the warning
As a matter of clarification, Stripe is not responsible for fraudulent charges processed by users' accountsMuch like the disputes process, we pass *** relevant information to the card-issuing bank, who then authorize or decline the chargeWe have many fraud prevention measures in place, including allowing users the ability to refund suspicious payments even if they are authorized by the bankThese tools exist to help our users protect themselves
Stripe is not in a position to cover the cost of disputed funds for our usersOur terms explicitly state that users are "immediately liable for 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 ChargebacksWe do not assume any liability for our role or assistance in contesting Chargebacks." Our users accept these terms when they create their Stripe accountsMore information can be found in our terms of service, here: https://stripe.com/us/terms#chargebacks
Initial Consumer Rebuttal /* (3000, 7, 2015/12/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand, however, I want a STRIPE executive to contact meI got involved in a business endeavor with a man that ended up scamming me essentiallyI was unaware of the concept of chargebacks and upon education I realized that I was legitimately responsible for the chargebacksI was told STRIPE is done with my case and has sent my information to a collections agency
I would like a phone call from STRIPE of someone who is authorized and willing to make an alternative payment arrangement for me to pay STRIPE, not the collections companyI want STRIPE to contact me at my number XXX-XXX-XXXX at their earliest convenience for more details and most importantly to work out an alternative payment arrangement
They will get their money, it's just a matter of over what duration, amount and at what frequency to make both parties happyI appreciate your willingness to work with me on this so that in the end its a win-win situation and everyone is happyThank you in advance
Final Business Response /* (4000, 9, 2015/12/18) */
As Stripe is a payments processor, we are not in a position to manage things like collections and loansWith that in mind, however, we have partnered with the most flexible and least punitive collections agency possible to make the process as user-friendly as possible, given the circumstancesWhen users sign up for our service, they also agree we have collection rights and may use a collections agency if needed as part of our Terms of Service:
https://stripe.com/us/terms#our-collection-rights
Specifically, "To the extent permitted by law, we may collect any obligations you owe us under this Agreement by deducting the corresponding amounts from the Reserve Account or from funds payable to you arising from the settlement of card transactions, including funds from another one or your Stripe AccountsYour failure to fully pay amounts that you owe us on demand is a material breach of this Agreement and you will be liable for our costs associated with collection in addition to the amount owed, including without limitation attorneys' fees and expenses, costs of any arbitration or court proceeding, collection agency fees, and any applicable interest."
We completely understand that fraudulent payments are a frustrating reality of accepting credit card payments and doing business online, and it's a shame that this the complainant seems to have been an unfortunate victim of these fraudulent attacksWe try to give our users the best chance to avoid these situations, but ultimately Stripe will not accept responsibility for fraudulent payments

Initial Business Response /* (1000, 5, 2015/11/25) */
On August 28, Stripe reached out to the complainant saying we would hold funds for a month because we had identified signals payments on the complainant's account had a high probability of being fraudulent and being made without the consent of
the cardholderOn August 30, we asked to talk to the complainant about the account and left emails and voicemails on September and September On September 6, we emailed the complainant to explain that the activity on the account might be a form of fraud where someone makes fraudulent charges on a credit card and asks a merchant to pay out a 3rd partyWe explained that of the total charges on his account had been disputed, and the rest were likely to be disputed in time as wellWe made it clear that as the business owner, the complainant is financially responsible for every charge the complainant chooses to honor, including disputes and their associated feesWe advised the complainant that refunding the remaining charges would make them safe from disputesOn 9/the complainant wrote in separately: "On this dispute, my client and I know it is an error and I have no problem with the refund." However, the complainant failed to refund any of the other chargesIn time, all of the charges on the complainant's account were disputed as fraudulent, meaning they were processed without the consent of the cardholderThe complainant is responsible for the outstanding balance of $13,to cover the cost of the disputes and associated fees
As far as getting a response, Stripe answered each of the complainant's questions, with emails and several calls and voicemails dated 9/28, 9/6, 9/3, 9/1, 8/30, 8/28, 8/21, and 8/We did not get a response to our warning the complainant of the likely fraud pattern on his Stripe account on 9/
Disputes and fraud are an unfortunately reality of the online paymentsWe take this risk seriouslyWe attempted to warn the complainant about the reality of the likely fraudulent scenario he was in through multiple calls, voicemails, and emails, but he did not pick up the phone or respond to the warning
As a matter of clarification, Stripe is not responsible for fraudulent charges processed by users' accountsMuch like the disputes process, we pass *** relevant information to the card-issuing bank, who then authorize or decline the chargeWe have many fraud prevention measures in place, including allowing users the ability to refund suspicious payments even if they are authorized by the bankThese tools exist to help our users protect themselves
Stripe is not in a position to cover the cost of disputed funds for our usersOur terms explicitly state that users are "immediately liable for 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 ChargebacksWe do not assume any liability for our role or assistance in contesting Chargebacks." Our users accept these terms when they create their Stripe accountsMore information can be found in our terms of service, here: https://stripe.com/us/terms#chargebacks
Initial Consumer Rebuttal /* (3000, 7, 2015/12/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand, however, I want a STRIPE executive to contact meI got involved in a business endeavor with a man that ended up scamming me essentiallyI was unaware of the concept of chargebacks and upon education I realized that I was legitimately responsible for the chargebacksI was told STRIPE is done with my case and has sent my information to a collections agency
I would like a phone call from STRIPE of someone who is authorized and willing to make an alternative payment arrangement for me to pay STRIPE, not the collections companyI want STRIPE to contact me at my number XXX-XXX-XXXX at their earliest convenience for more details and most importantly to work out an alternative payment arrangement
They will get their money, it's just a matter of over what duration, amount and at what frequency to make both parties happyI appreciate your willingness to work with me on this so that in the end its a win-win situation and everyone is happyThank you in advance
Final Business Response /* (4000, 9, 2015/12/18) */
As Stripe is a payments processor, we are not in a position to manage things like collections and loansWith that in mind, however, we have partnered with the most flexible and least punitive collections agency possible to make the process as user-friendly as possible, given the circumstancesWhen users sign up for our service, they also agree we have collection rights and may use a collections agency if needed as part of our Terms of Service:
https://stripe.com/us/terms#our-collection-rights
Specifically, "To the extent permitted by law, we may collect any obligations you owe us under this Agreement by deducting the corresponding amounts from the Reserve Account or from funds payable to you arising from the settlement of card transactions, including funds from another one or your Stripe AccountsYour failure to fully pay amounts that you owe us on demand is a material breach of this Agreement and you will be liable for our costs associated with collection in addition to the amount owed, including without limitation attorneys' fees and expenses, costs of any arbitration or court proceeding, collection agency fees, and any applicable interest."
We completely understand that fraudulent payments are a frustrating reality of accepting credit card payments and doing business online, and it's a shame that this the complainant seems to have been an unfortunate victim of these fraudulent attacksWe try to give our users the best chance to avoid these situations, but ultimately Stripe will not accept responsibility for fraudulent payments