Stripe, Inc.

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.)

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 processUsing Stripe as a payments processor does not relieve the complainant of their contractual obligations to bear the
responsibility for preventing fraud on their accountStripe is very clear as to what happens in the case that a dispute is initiated against a merchantThis procedure is in accordance with the following sections of our Terms of Service, which can also be found at https://stripe.com/us/terms and more specifically https://stripe.com/us/terms#receiving-your-funds-from-card-transactions ("You are responsible for refunds, returns, and liable for customer disputes (chargebacks).") Specifically in regards to the complaint: Section Cof Stripes Terms of Service states:"When a Chargeback is issued, you are immediately liable to Stripe for the full amount of payment of the Chargeback plus any associated Fees, fines, expenses or penalties (including those assessed by the Card Networks or our payment processors)You agree that Stripe may recover these amounts by debiting by means of ACH debit of your Bank Account associated with your Stripe Account, debiting your Reserve Account, or setting off any amounts owed to you by usIf we are unable to recover funds related to a Chargeback for which you are liable, you will pay us the full amount of the Chargeback immediately upon demandYou agree to pay all costs and expenses, including without limitation attorneys' fees and other legal expenses, incurred by or on behalf of us in connection with the collection of any unpaid Chargebacks unpaid by you."Additional relevant terms agreed to by the complainant:https://stripe.com/us/terms#payment-methodshttps://stripe.com/us/ter...⇄ also pride ourselves on having as much documentation for our users as we possibly canOne area of focus is fraud and dispute prevention, and we clearly mention steps for our users to take in order to prevent this exact type of situation:https://support.stripe.com/questions/avoiding-fraud-and-disputes#ident...⇄ we understand the stress this situation has caused the complainant, our Terms of Service and documentation are very clear that the ultimate responsibility for preventing fraud and covering the expenses in a dispute fall on our users

Initial Business Response /* (1000, 5, 2015/04/14) */
To fulfill our legal and regulatory obligations, Stripe requires that our users have a website or other reputable means of establishing and verifying the identity of their business:
On March 31st, a Stripe representative reached out
via email to the complainant to let them know that we were unable to verify their business, as the website they provided does not existThe email contained questions and suggestions as to means of verifying their business
The complainant responded to say that they were not able to set up a website, and continued to email Stripe demanding that their funds be transferredAfter several exchanges, the complainant provided a website which Stripe was able to use to validate their business
On April 7, 2015, the complainant's funds were transferred to their bank accountWe are deeply sorry for the delay in getting the payment sent, and understand the complainant's frustration on this

Initial Business Response /* (1000, 5, 2015/04/15) */
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 in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn April 10th, 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 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 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, 2015/04/22) */
Hi ***,
Thank you so very, very much for your help in this matterWe small independent folks would be at such a loss, up against the big guys, without the help of Revdex.comThank you very muchBelow is my response and reaction:
Stripe HAS NOT resolved my complaintIf you read Stripe's response, they do not address any of my questions - namely, what am I in violation of??? And, when will I receive the money owed to me?
All their response says is that I am "in violation of their Terms of Service" but what am I specifically in violation of? It is an impersonal, generic canned response that sounds to me that they are trying to find an excuse to steal the funds owed to meAccording to their response, "Stripe cannot process payments that are unauthorized by the credit card owner", but why did they??? If you *** their record, they have processed my customer's credit card times for the same item!!! If they look into my account, they will *** that I did all I could to rectify Stripe's mistake, and that I tried to access my account and refund her times for Stripe's mistake, which I did! Yet, they have the audacity to accuse me of "violating" Stripe's terms of service when it is indeed they who violated their own terms, and are trying to find an excuse to not take ownership of their own actions
I should note, that upon hearing their response, I immediately contacted my other customer, whose funds Stripe still owes me and asked her to open up a case with her bank regarding Stripe's unethical business tactics and to try to get her money backPresently, I have not received the funds owed to me, and she has basically "given" her money to StripeShe is in the process of trying to stop payment with Stripe
My middle ground offer is: Give me my money
I do NOT want my Stripe account re-opened (why would I?!)I just want the money I am owedI have shipped out the order, and have still not received payment for orders made on April Stripe was "supposed" to release it on April Is Stripe planning on stealing this? If so, I already told her this and she is getting her bank involvedI'd rather send her free items than to let Stripe steal her money
Please *** that this is what another victim of Stripe had to do, in order to get his money back:
http://www.authorizedstatement.org/statements/appalling-patrick-collison-stripe-...⇄ /> I should also note, should Stripe care to question any of the customers that they think caused me any perceived "violations" of their terms, whatever those violations may be, that they are more than welcome to hear their testimony as all my customers back me 100% and are just as perplexed as I amThis purely is on the fault of StripeIf you *** the alarmingly large number of complaints regarding Stripe, my case is similar to most - Stripe is withholding OUR money and without reason
Please, please, please make a note of what they are doing to small businesses all overI do hope that we can have power in numbers and that our voice can be heard against this unethical large corporation
Thank you again *** for your helpThe Revdex.com has been the only one to respondStripe could care less and has yet to respond to my numerous emails (as they do not have any phone number either)I honestly, just want to know what is going on and what they think I did (which is nothing at all!) that would cause them to suspend, then withhold my money
Thank you again
Best,
*** ***
Final Business Response /* (4000, 9, 2015/04/23) */
We appreciate the opportunity to revisit this case and the user's account with the extra information providedAlthough we cannot discuss our internal review processes, initial review of this user's account and charge pattern indicated a high fraud and chargeback risk; however, we conducted a deeper review in light of this complaint, and have concluded the the account issues arose from a checkout issueWe stress that Stripe does not create charges on our side - Stripe did not create the multiple charges that occurred to the customer account, but we did process the charge requests, which came from Storenvy's Stripe integration, which creates charges on a store's behalfWhether the error occurred at the customer browser level (we *** this behavior sometimes when a browser appears to lock up and a customer hits a payment button more than once) or elsewhere, we cannot say
It is never Stripe's intention to withhold legitimate funds from users, and our second review has resulted in a release of the user's available Stripe balance, with a transfer scheduled for April 27th, (it's scheduled for April 25th, but this is a Saturday and the transfer will not post until the following business day.)
We apologize for the inconvenience the user experiencedOur actions are always intended to protect businesses and cardholders from potentially fraudulent behavior, and we apologize for the inconvenience to the user

Complaint:***I am rejecting this response because: it's pure bsSincerely,*** ***

Initial Business Response /* (1000, 5, 2016/01/25) */
Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawSince 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
After a routine review, Stripe reached out to the complainant on 1/20/asking for confirmation they have ownership of their listed web domainAfter some correspondence with Stripe's support team, the complainant confirmed this later that day
We completed our review of the account on 1/21/16, and activated the complainant's transfers that same dayThe complainant's transfers have been sent out
These precautionary measures are vital to our businessWe apologize for any inconvenienced caused by this reviewIf the complainant has any issues or questions we can help with as they continue to process with Stripe, we will do everything possible to respond quickly

Initial Business Response /* (1000, 6, 2015/01/08) */
On December 22nd, 2014, this Stripe user, *** ***, wrote in to ***@stripe.com concerned about a number of refunds he had issued due to a bad affiliate business issuedThe user expressed particular concern over the possibility of
his bank being debited for an amount in excess of $700, due to the fact the he had issued the refunds before the charges actually hit his bank accountThe user express specific concerned over the possibility of overdraft feesThe user followed up on December 23rd, with an additional email, seeking a response to this issued
Stripe reached out with a response on December 25th, 2014, acknowledging that a processing error may have resulted in the refunds the user issued being prematurely scheduled to be debited from his accountAccordingly, we processed an offsetting adjustmentOf most important, we also offered to cover any overdraft fees and charges, the user might have incurred as a result of this situationIt is at that point that the user's correspondence endsWe never received another email from the user, and the next update we received on this matter was this Revdex.com complaint
After thoroughly reviewing this users account, it is clear that the made the necessary adjustments to offset any debit to his bank account that may have occurredStripe is also still willing and able to cover any overdraft fees that this user may have incurred as a result of this issue - provided that he can submit proof of these feesIn short, we dutifully responded, acknowledged and actioned all of the users requests and are awaiting response from the user if any further action is necessary
*** ***
***
Initial Consumer Rebuttal /* (2000, 8, 2015/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Stripe reached out to me offering any over draft fees I may have incurred because of thisBecause I didn't have any, I didn't respond and considered the matter satisfiedI now know how Stripe works in this regards and just panicked, but because of the holidays of course their response slower then normalThey are definitely a top notch A++++++ company and have already recommended some of my web clients to them as a payment processorThanks guys!

Initial Business Response /* (1000, 5, 2015/04/15) */
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
One of these constraints is that we are unable to work with users who fall on the credit card industry blacklistThis user was alerted on March 16th, that his name is tied to a credit card industry blacklist, and our position there was explained in detail, and offered them five days' time to switch to a new provider who might be able to work with them in the future, as we're unable to
This email also noted that because of the elevated dispute risk their business poses, we put their remaining balance on reserve for days, which is the industry-standard chargeback windowWe noted that the reserve is in place to cover any refunds or disputes that come in, and that any remaining balance will be transferred to their bank account when the 90-day window closes
We do indicate the possibility of holding funds in a reserve account in our Terms of Service: https://stripe.com/us/terms#reserves
Specifically: where needed, Stripe may, in its sole discretion, set the terms of your Reserve Account and notify you of such terms, which may require that a certain amount (including the full amount) of the funds received for your transaction is held for a period of time or that additional amounts are held in a Reserve Account
Initial Consumer Rebuttal /* (3000, 7, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated, I understood why the account was closedHowever, they are acting as if they have no choice but to hold all of MY moneyThey DO have a choice, but they only communication I have gotten about this issue, is a short emailI would expect that a company that has raised over $million dollars in venture capital, and has over employees would actually have a phone number that I could call and speak to someone
I have shipped product to customers based on getting these funds from Stripe.comAnd now, they are saying "sorry, you are out of luck"
I understand risk mitigation, but they are saying it's all or nothing
Horrible customer service to not even have a phone number to callIf I ran my business like that, I wouldn't be able to survive
I want a resolution that involves transferring at least a portion of my money to me so I can pay my vendors
The entire idea behind Revdex.com is to help find "middle ground" I'm willing, but Stripe.com isn't
Final Business Response /* (4000, 9, 2015/04/17) */
Stripe is under strict legal obligation to adhere to agreements made with our financial partners, and can for no reason violate these agreementsThis includes holding a reserve of funds, and in this case, due to the user's status on the blacklist, we are required by these agreements to hold all remaining funds for the duration of the industry standard chargeback windowThough we apologize for the inconvenience and recognize that this is frustrating for small businesses, the complaintant has agreed to this potentiality within our Terms of Service under the following links:
https://stripe.com/us/terms#reserves
https://stripe.com/us/terms#receiving-your-funds-from-card-transactions
https://stripe.com/us/terms#refunds-and-returns
https://stripe.com/us/terms#chargebacks
https://stripe.com/us/terms#security-interest
All remaining funds will be transferred automatically after the reserve period ends, and the user is still able to provide refunds at his convenience during this time

The complainant has no available balance in StripeThe $*** that the complainant is referencing is composed of three transactions -- one for $*, one for $* and one for $***The charge for $*** has been disputed by the card holder as a fraudulent chargeAs a result, those funds have been returned to the card issuerIn our initial email on July 30, we informed the user that because the charges of $* and $* appeared to be unauthorized, they would be refundedSince that correspondence, those charges have been refunded
As a result, the complainant has no available balance for Stripe to transfer to their account because the funds that were processes were either disputed or refundedIf the complainant wishes to reprocess these funds, they are welcome to reach out to their customers and attempt to reprocess them on a different platform, as all charges have been returned to the card holders

Initial Business Response /* (1000, 6, 2014/11/16) */
This user opened their Stripe account on November 4, and a few hours later took a small payment of a few dollars, and then immediately afterwards a much larger payment, which was quite anomalously large - by orders of magnitude - for a
user only a few hours oldWe reached out to the user for additional verification of their identity and business a few minutes after that, still on November 4, asking the user to establish their identity and their ownership of the business they claimed to be accepting payments forThis exchange happened back and forth over several days until the user verified what we were asking on November 13, at which time we scheduled transfer of the funds to the user's account, which happened yesterday, though since banks typically do not move funds on weekends, their bank is unlikely to surface this to them until tomorrow, Monday
This user's messages - or rather, the number of them - have unfortunately exposed a frustrating failure mode of how Stripe's systems handle inbound support emails: we answer emails in age order, oldest firstBut when a user writes in a second time, before the first message has been replied to, it treats it as a "new" message, and hence one with a lower priorityEmailing in multiple times will have the effect of kicking the can, so to speak, so that the thread is repeatedly treated as a "new" issue, and never gets to anyone's inbox because we're all looking at the oldest issues
The last communication we had from the user was:
"Thank you for responding and hopefully going forward we can have better communication so we may build our business togetherMonthly we will have large transactions like this one, with the same companyWill this be a problem going forward? How long will I have to wait for a transfer of the money moving forwardI have heard great things about your companyThe issue that I have is the lack of communication
"Again thank you for your response and attention to this matterWe are a small business and we need a quick turn around of funds."
We at Stripe consider the matter resolved, though we are happy to help the user if they continue to experience issues

Initial Business Response /* (1000, 5, 2014/02/10) */
The user first created an account with Stripe on January 31, The merchant's initial charges indicated that they were highly likely made without card owner authorizationWhen we detected the account two days later, we informed the
merchant that we would no longer be able to process payments on his behalf and refunded the card ownersSeveral minutes later, the merchant opened a new account with Stripe and began charging credit cards, again likely without card owner authorizationWe alerted the merchant that we would not be able to work together and refunded the charges to the card owners

Below is Stripe's Response to the rejection submitted by *** *** *** (herein referred to as the "Complainant") on *** ** ***.Detailed Communication ActivityOn *** *** ***, the Complainant reached out to Stripe, asking to contest the disputeOn *** *** ***, a Stripe support agent requested that they write in using a secure form so that they would be able to discuss account specific information with themOn the same day, the Complainant agreed to do so and wrote in using the secure formA Stripe support agent then supplied the Complainant with information about how disputes work and how to respond to themThe Complainant responded, stating that they were not satisfied with the response and did not believe that it was from a personThe Stripe support agent then wrote back, confirming that they are a person and giving additional dispute informationThe Complainant responded, asking for more information about the dispute processOn *** *** ***, a second Stripe support agent responded and provided the requested additional informationThe Complainant did not respond.On *** *** ***, the Complainant sent Stripe another two emails, asking for more information about why they lost their disputeOn *** *** ***, a Stripe support agent responded to all of the Complainant's questionsThe Complainant did not respond.For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of communication with the Complainant and the Complainant's claim is baseless. Dispute Resolution TermsAs previously stated in the response submitted by Stripe on *** ** ***, when a cardholder initiates a dispute against a merchant using the dispute mechanisms provided by the cardholder's bank, Stripe provides tools for the user to submit evidence that illustrates that the charge was legitimateStripe submits any evidence the Complainant submits to the cardholder's bankHowever, Stripe plays no role in the ultimate decision made on whether the chargeback is valid When a merchant signs up to use Stripe's services, the merchant agrees to be immediately liable for all disputes. In specific, the Complainant's agreement with Stripe states:"When a Chargeback is issued, you are immediately liable to Stripe for the full amount of the transaction related to the Chargeback plus any associated Fees, fines, expenses or penalties (including those assessed by the Card Networks or our payment processors)You agree that Stripe may recover these amounts by debiting your Bank Account, debiting the Reserve Account, or setting off any amounts owed to you by usIf we are unable to recover funds related to a Chargeback for which you are liable, you will pay us the full amount of the Chargeback immediately upon demandWhere such amounts are not immediately paid to us, you agree to pay all costs and expenses, including without limitation attorneys’ fees and other legal expenses, incurred by or on behalf of us in connection with the collection of any unpaid Chargebacks unpaid by you." (see https://stripe.com/us/terms#chargebacks)For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account and the Complainant's claim for damages is baseless

Initial Business Response /* (1000, 5, 2015/08/31) */
On 19th August, we notified the complainant that we would be shutting down his Stripe account associated with his Big Commerce store as it was high riskOn 30th June, we rejected another Stripe account run by the complainant which he used to
sell the same goods on his Shopify storeThis was closed for having high chargeback rates, for being high risk, and currently has a negative balance of $16,
Based on the level of risk this Bigcommerce store and the associated goods pose, we rejected this accountWe will be holding the reserve of $1,not yet transferred to the complainant to cover the cost of any incoming chargebacks until the window for chargebacks to arrive endsAfter days, any remaining funds will be transferred to the complainant
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
this is non factual!!!

Initial Business Response /* (1000, 5, 2016/03/16) */
The complainant initially contacted Stripe on February 19th, in response to a call that was received from CitibankIn the call, the complainant was informed that a Citibank customer had a charge they did not recognizeWe responded
by letting the complainant know that it may be worth it to find the charge in question and issue a refund to preempt a chargebackThe complainant responded by letting us know "There were a lot of fishy things about the call from the bank." and that the only information given about the charge was that it occurred on February 15th, We then recommended that the complainant reach out to the bank for more information and that it may be worth it to mark the payment as fraudulent in the dashboard and refund itWe completely understand the hesitation to refund an order and mark it as fraudulent without having more details, however, there was only one charge on February 15thThis charge was the one that ended up being disputed
On February 27th, the only charge from February 15th was disputedThe same day, the complainant reached out to Stripe asking how to refund the disputed charge and avoid the $chargeback feeThe complainant was advised that this is not possible unless the customer withdraws the dispute with the bankThe complainant responded and told us he does not have any information about the customerOur support team investigated this and found that the complainant was using a third party integration to connect to StripeIn these instances, Stripe only receives the information that the integration passes to usWe make that information available via the dashboardThe complainant was advised to reach out to the company who made the integration to ask for more information
On March 3rd, the complainant contacted us again with correspondence from the third party integrationThis correspondence detailed that the email address the customer provided was likely a fraudulent one and contacting it would not likely reach the actual cardholderThe complainant was informed that there is no way to know the name of the actual cardholder and then provided with an IP address and order information related to the only charge on February 15thThe complainant was then advised to submit evidence for this dispute through StripeNo evidence was submittedWhile evidence can be submitted late, this is not guaranteed to be considered by the cardholder's bank
We completely understand how frustrating it is to not be able to contact banks directly regarding disputesOur hands are truly tied when it comes to this as the banks will only directly communicate with each other and the process is quite rigid
Initial Consumer Rebuttal /* (3000, 7, 2016/03/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I take credit card fraud seriously, and wanted to pursue a resolution in the most expeditious manner possible, I e-mailed Stripe requesting a phone number in order to contact Stripe and resolve the issue in the most efficient manner possible
Nearly hours later, I received a response from Stripe stating "we don't typically provide phone support"
Again, after much delay on Stripe's part, I was advised to provide evidence of some sortI'm not sure what evidence Stripe is referring toStripe processes the credit cards, yet has failed to provide any credit card or customer informationI was referred to the disputing bankAgain, through a series of delayed e-mail responses from Stripe, Stripe provided me with the following:
"it's not actually possible to communicate directly about a dispute with anyone at your customer's bank."
I'm expected to resolve the issue directly with the disputing bank, yet, according to Stripe, it is not actually possible to contact anyone at the bank
I'm expected to provide "evidence" in regards to a disputed charge, yet Stripe has failed to provide any credit card or customer information
Stripe's response has been "banks will only directly communicate with each other"This apparently isn't true, as Stripe was able to contact my bank and remove $from my account without my permission
Stripe has repeatedly provided contradictory and inaccurate informationStripe has also created several barriers to being able to actually resolve these issues in an efficient and accurate manner
Viewing multiple similar complaints on the Revdex.com website, it is apparent that Stripe has demonstrated a pattern of regularly avoiding its ethical and, arguably, legal, obligation to its customers

(The consumer indicated he/she DID NOT accept the response from the business.)I do not accept the response from Stripe.I'm disputing because I have not received anything in return for my moneyNo services for marketing or paperwork or anything elseStripe is claiming that they have no
communications with the merchant (Trail Blazer Marketing I assume) and neither do II have tried to settle this with them on the phone (last conversation was on this date 2/2/16), but they keep telling me that they don't speak English and they don't understand meI have never dealt with a company that doesn't speak EnglishI only have a receipt I received from them via email as well as my Capitol One StatementThis is all I have from them as I have not received a service or anything else from either Trail Blazer Marketing or Stripe as far as documents of any kindI've have nothing else to show you because they have done nothing for meIf Stripe won't contact them, and I can't understand Spanish, then who can get through to them? This is why I contacted the Revdex.comIt has been over days since payment and I would like a full refund.Thank You in advance for your help in this matter.Holly KFabricius

Initial Business Response /* (1000, 5, 2014/12/28) */
We're very sorry to hear about the disputes associated with the complainant's ordersWhile Stripe will actively block payments that it knows to be fraudulent, it's ultimately a merchant's responsibility to ensure that they only accept
transactions on behalf of legitimate customersWhen a seller believes an order to be fraudulent, it's advisable to refund it before receiving a dispute from the card ownerIn addition, as soon as Stripe learns that a seller has received a dispute, we'll send them an email informing them of the situation and providing information regarding how to contest it
In this instance, the account has remained fully active since the seller signed up several months agoThough he contacted our support team after the official dispute response window had ended, we explained on December 18th that we would still be happy to review the evidence that the seller had collected and manually submit it on his behalfAs of today, we still haven't received a response to that message
Going forward, the seller can also view a list of both successful and failed transactions here:
https://dashboard.stripe.com/payments
For additional information, we'd recommend viewing our support documentation about avoiding fraud and disputes:
https://support.stripe.com/questions/avoiding-fraud-and-disputes
Initial Consumer Rebuttal /* (3000, 7, 2015/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Stripe's assertion that it is the merchant's responsibility to only accept transactions on behalf of legitimate customers ignores the fact that the merchant gets an extremely limited amount of information to make the decision whether a particular transaction is legitimate or not
In my case, a customer placed different transactions in which every bit of information was legitimate; the billing zip code and address matched the ship to zip code and address, the digit pin number was verified, and the customer was contacted twice (and replied twice) to my e-mailsI submitted all of this evidence to Stripe before their deadline and they still did not find in my favor
Stripe also maintains that if an order is believed to be fraudulent, that a merchant should refund the orders and not ship out the merchandiseIn my case, even if I had enough evidence to say that the orders this customer placed were fraudulent before I shipped them out and I refunded the customer, I WOULD NOT be entitled to a refund of the transaction fees incurred from Stripe processing the orders in the first place! From my point of view, it appears that Stripe's Fraud Department is re-active instead of pro-active in monitoring for fraud meaning that businesses such as mine are "guinea pigs" for fraudulent ordersAnd despite the fact that I already submitted strong evidence to contest these disputes before their deadlines, the company is now saying that I should have sent another separate e-mail with my evidence on December 18th despite the fact that it took over a week to get a replyStripe's dispute system is a bureaucratic nightmare designed to cause the merchant to give up
In this case, the Revdex.com has asked me to provide a middle ground, which I will now doI was seeking a refund of $and a dismissal of all future charges from Stripe, which amounted to $for a total of $The middle ground would be for each of us to be responsible for $which means that I would owe Stripe $If Stripe accepts, I will send a check in this amount to them immediately and will not pursue the matter further
Final Business Response /* (4000, 10, 2015/01/08) */
While chargebacks are always frustrating the user's sentiments that Stripe's actions lulled him into a sense of security is misplacedStripe's terms of service clearly and definitively state that the responsibility/burden for issues involving fraud sit with the merchant
Additionally, contrary to what the user has stated, the user would have been entitled to a full refund of the transaction fees incurred on the orders in question, had he exercised due diligence and refunded these transactions accordinglyOur terms of service also indicate that merchants will receive a full refund of Stripe fees paid, on transactions that are refundedFollowing that, it's also apparent that these disputes incurred on different days, numerous days apartThus, there was the opportunity for this user to recognize that the first dispute was engaged by a customer who had two other chargesThus, he had significant opportunity to refund those other two charges
Lastly, as my colleague indicate in a prior response, the user failed to respond to our supports team's offer to manually upload his dispute evidence for himUnfortunately, we're unable to cover the cost of the disputes, as once again, it's against our policy to do so
https://stripe.com/us/terms#security-and-fraud-controls,
https://support.stripe.com/questions/is-there-a-fee-for-processing-a-refund
http://cl.ly/image/1***
Final Consumer Response /* (4200, 12, 2015/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Stripe representative indicated that there was an opportunity to recognize that these orders were fraudulent since they were a few days apartThis was not soThe first notice that there had been a disputed transaction was sent by Stripe Disputes on 11/19/which was days after the last of the three orders had been placed, 11/1/14, 11/4/14, and 11/10/There was absolutely no way I could have known that these transactions were fraudulent based on the very limited information presented to me by Stripe
The employee who has provided the latest response to my Revdex.com complaint is also mistaken when they asserted that "Our terms of service also indicate that merchants will receive a full refund of Stripe fees paid, on transactions that are refunded"The following is an excerpt taken from Stripe's "Refund and Returns" section of it's Terms of Service located at https://stripe.com/us/terms:
"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."
I do not see any part of their Terms of Service that indicates I am entitled to a refund of the transaction fees if I had refunded one or all of the orders processed through StripeIt may be that Stripe has refunded these fees to selected individuals on a case by case basis, but it is not their policy to automatically refund these fees
At this point, I have acted in a reasonable manner by meeting the company halfway as requested by the Revdex.com, but Stripe has been unwilling to cooperateTherefore, I request that the Revdex.com take action against Stripe in whatever way it deems necessary so that other small businesses and individuals do not fall into the same trap that I have this disreputable company

Initial Business Response /* (1000, 5, 2015/07/14) */
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 in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn June 3rd, 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 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 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, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Though they dont want to process the charges from my clients card the amount has been deducted from my clients card and its with StripeWe also do not want to do business with stripe but they should just release our payment which they are holding
If they want we can provide verification of client authorization form or also they can directly verify with the client as well
Final Business Response /* (4000, 9, 2015/07/28) */
As mentioned, we have identified strong signals that the complainant's was in violation of the Stripe's Terms of ServiceIn particular, we noticed many unauthorized chargesOn June 3rd, 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 ToSIn particular, the significant credit or fraud risk:
https://stripe.com/us/terms#termination
We will resolve the issue with these unauthorized charges independent of the complainant

Stripe deducted $ 1800.- from my chequing account for a company what is not active - closed for over a yearThere was no action or any payment to or true Stripe for the last monthsThey still processed a annual membership setup for this company (*** ***)
After complaining on the same day as the transaction was taken by the Bank and by Stripe they refuse to reverse this transactionI got a response from an *** *from Stripe customer service what stated that they aware that the Company (*** ***) is inactive but it would be unlawful to return the funds to meI should go to my Bank and see if they can help(??) I already was there and launched a fraud investigationStripe is holding my money back illegally and hope that I will not take legal actions for there actionsThey are acting criminal by recognising a mistake and not returning the moneyI like to warn everyone to make business with themRegards and be warned
*** ***

Stripe does everything possible to make sure our users have an advantage during the disputes processOnce a cardholder disputes a charge, we're notified by their bank -- who automatically refunds the transactionWe do not have the ability to resolve disputes for our users, or make decisions about
who wins or losesHowever, Stripe provides tools to our users for submitting evidence to their customers' card-issuer as we act as the middle party passing information between the card issuing bank and our userIt is the issuer is the entity who arbitrates the process, not Stripe. This a truly unfortunate situation, and we understand the stress this has caused the complainantHowever, while Stripe does utilize tools that allow our users to fight disputes, our Terms of Service and documentation are very clear that the ultimate responsibility for dealing with disputes falls on our users.This procedure is in accordance with the following sections of our Terms of Service, which can also be found at https://stripe.com/us/terms and more specifically https://stripe.com/us/terms#receiving-your-funds-from-card-transactions "You are responsible for refunds, returns, and liable for customer disputes (chargebacks)."Additional relevant terms agreed to by the complainant:https://stripe.com/us/terms#payment-methodshttps://stripe.com/us/ter...⇄ Cof Stripes Terms of Service states:"When a Chargeback is issued, you are immediately liable to Stripe for the full amount of the transaction related to the Chargeback plus any associated Fees, fines, expenses or penalties (including those assessed by the Card Networks or our payment processors)You agree that Stripe may recover these amounts by debiting your Bank Account, debiting the Reserve Account, or setting off any amounts owed to you by usIf we are unable to recover funds related to a Chargeback for which you are liable, you will pay us the full amount of the Chargeback immediately upon demandWhere such amounts are not immediately paid to us, you agree to pay all costs and expenses, including without limitation attorneys’ fees and other legal expenses, incurred by or on behalf of us in connection with the collection of any unpaid Chargebacks unpaid by you."The complainant is welcome to reach out at [email protected] if they have any additional questions

Complaint: ***I am rejecting this response because:
The statement is ridiculous. Email is not communication. Call me
Sincerely,*** ***