Stripe, Inc.

Initial Business Response /* (1000, 5, 2015/12/14) */
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 processThat said, Stripe does not have the ability to resolve
disputes for our users, or make decisions about who wins or losesStripe provides tools to our users for submitting evidence to their customers' card-issuer, but that the issuer is the entity who arbitrates the process, not Stripe
The complainant ultimately bears the responsibility for preventing fraud and disputes on their accountThis procedure is in accordance with the following sections of our Terms of Service, which can also be found at https*** and more specifically *** "You are responsible for refunds, returns, and liable for customer disputes (chargebacks)."
Additional relevant terms agreed to by the complainant:
https***#payment-methods
https***#chargebacks
Section 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."
We 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***
While we understand the stress this situation has caused the complainant, our Terms of Service and documentation are very clear that the ultimate responsibility for preventing fraud falls on our users
The pausing of transfers of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms state that we "reserve the right to change the Payout Schedule, suspend payouts to your Bank Account, or initiate a Reversal should we determine it is necessary due to pending disputes, excessive or anticipated excessive Chargebacks or Refunds, or other suspicious activity associated with your use of Stripe Payments"
https***#payout-schedule
Initial Consumer Rebuttal /* (3000, 7, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My plea was not answeredThis is the most generic message i've ever seenDid a real person read what I wrote and write that response?
The problem is that I refuse to wait for the day reserve period on my *** Direct accountThe orders amounting to about (not including an order that was refunded) are owed to me and not fraudulent - I know this because I manually input of the orders, and the other I spoke ***ly with the card payer over the phone so that I know for a fact they are not fraud and there have been no disputes associated with **-***
Please deposit my money that I know for a fact is non-fraudulentJust because companies like ** *** and *** Boards owe your company over 100,000$ - my company is a startup and don't owe anything or have any issues - you are simply holding onto over 700$ which isnt much but we need, and we need it before days
I will continue to refuse any response that does not make an acception - I know for a Fact that the orders on **-*** are good orders
Final Consumer Response /* (3000, 29, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have a seperate account that I mentioned called **-*** with the email ***@gmail.com and that account still has around 1000$ that are to be transferred to me by 3/I'm just not going to be satisfied until my money is returned to me (after months.)
Maybe if you had (ANY) fraud implementation none of this would even happen
Final Business Response /* (4000, 31, 2016/01/29) */
On December 16th, 2015, we reached out to the complainant's ***@gmail.com account saying that we are unable to process payments associated with a business we've had to move off of Stripe previously
In accordance with our terms of service, we will be keeping a reserve of funds to cover any potential disputes that may arise:
"A certain amount of your funds may be subject to an additional hold period (e.gReserve Account) with terms determined by your perceived risk and transaction history."
The reserve period will end on March 15, If no refunds or disputes arise in that time period, the complainant can expect those funds to be transferred to their bank account
We would be happy to answer any further questions the complainant may have and can be reached by email here: ***com

Initial Business Response /* (1000, 5, 2015/03/11) */
The user originally wrote into Stripe on February 28th with their concern that their Stripe account had disappeared or been removed, but due to an increased volume of support requests, our response was regrettably delayed
On March
4th, Stripe did respond, and advised the user that it appeared as though their team member access had been revoked from the site in question, but did assure the user that the account was indeed (and remains) in good working orderStripe then offered steps on how to ensure that the user would be able to log into the account in questionThe user responded on March 6th stating that by following the situation had been resolved, after following the instructions Stripe had provided to them
We do apologize once more for the inexcusable delay in our response; we also acknowledge the desire for phone support, which is in early planning stages, but unfortunately not widely available just yet

Initial Business Response /* (1000, 5, 2015/07/23) */
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 26th May, 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, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So what is Stripe going to do with the remaining pounds still in my "closed account? It has been months now, Are they going to just keep it? This is theftI signed up for a go fund me crowdfunding account in good faith and stripe steps in and says my parents, brother, and sister have committed some kind of fraud by donating to my account? I want that money deposited into my accountMy family gave it to me in good faithIt isn't Stripe's to keep
At least they responded to the Revdex.com That's more than they will do for meI have contacted Stripe and go fund me at least times and get the same robotic response telling me nobody is accountable, it's all in the fine print, ect,,, There is no good reason for stripe to be stealing our money
I want this money put into my account
Stripe says they received strong signals that my family members were violating their terms of service? How? by doing the exact thing Stripe is in existence for? This is BSStripe is stealing from us and we want this resolved
Final Business Response /* (4000, 15, 2015/08/03) */
As mentioned, we have identified strong signals that the complainant's was in violation of the Stripe's Terms of ServiceIn particular, we noticed a number of unauthorized chargesOn May 26, 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
Final Consumer Response /* (4200, 19, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How Are they going to resolve this and when? It's been over monthsI think they intend to keep the money as they offer no solutionsMeantime the donors are asking me for details about all this so they can possibly pursue federal chargesIt;s obvious Stripe is trying to keep the funds so why not?

Complaint: ***I am rejecting this response because:Its a bunch of b.s., in will be taking legal matters nto my own handsSincerely,*** ***

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 29th, 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 Business Response /* (1000, 5, 2015/03/26) */
On March 11th, Stripe reached out to the user asking for identity verification to keep his account in good standingAfter uploading his information, our team was able to begin a review process for the user's accountWhile the review was
underway, the user wrote us several emails between March 12th and 18thWe were not able to respond, as until the review was complete we did not have useful information to share with the user
These account reviews are standard procedure for newly-opened accountsThey are necessary for mitigating the risk involved with processing payments for our usersBecause we do our best to make the review process fair and thorough, sometimes reviews can take several daysWhile a it's under review, it is sometimes necessary to pause an account's transfers
Once we were able to complete the review on March 18th, we immediately reached out to the userDue to a notably high chargeback rate, we were unable to continue supporting the user's businessCredit card networks set a 1% chargeback rate thresholdWe cannot support users with chargeback rates substantially over this threshold, as was the case for this user
Our message on March 18th included this information, and explained that his remaining balance would be transferred after a day period: "Because of the elevated dispute risk here, we do have to put your balance on reserve for the next days, the industry-standard chargeback windowDuring this period, the funds will help cover any refunds or disputes that come in, and your remaining balance will transfer to your bank account when the window closes."
The remaining funds in the user's Stripe account will be transferred upon the conclusion of this periodThe user can see updates in his Stripe account, using the link provided in our email from March 18th
It's never a positive experience for either party when Stripe has to close one of our user's accounts, and we regret having to deliver bad newsThe review process did preclude us from answering the user as promptly as we would have liked, but we contacted the user as soon as we had concrete information to shareThe user's transfers will be sent in the near future, as soon as the day reserve period concludes

Initial Business Response /* (1000, 5, 2015/04/28) */
We contacted the complainant on April 18th, notifying her that we would no longer be able to support her business, and that due to chargeback risk we would need to place a reserve on her funds for a period of days (ending July 17th,
2015)The complainant responded to and acknowledged said correspondence
Our reserve policy is outlined in our terms of service, here: https://stripe.com/us/terms#reserves
Our review of the complainant's account and business indicated that there is a high risk of customer chargebacksWe recognize that the complainant has not experienced any chargebacks with Stripe, but the majority of chargebacks occur between 30-days following a charge, and charges processed in this account that have yet to be transferred are less than two weeks old, meaning they still present chargeback riskWe also recognize this reserve is for a significant portion of funds, and while we cannot release funds due to chargeback risk, the complainant retains the right to refund the remaining payments not yet transferred, and coordinate directly with her clients for an alternate means of payment or payment with another processor that can better support her business
Initial Consumer Rebuttal /* (3000, 7, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because Stripe is integrated with numerous systems like Peek.com which they have a signed agreement to use Stripe in their tour booking softwareIt's a TOUR BOOKING software ....so Stripe basically isn't honoring their "terms"If they don't support tour operators then why do they have numerous signed agreements with tour operator softwares if they don't support tour businesses?!?
Also the only terms that were outlined in their FAQ states that it's a day hold for the first transferNothing says of a possible hold of day hold
https://stripe.com/help/transfers#it-looks-like-my-first-transfer-will-arrive-in...⇄ /> "When and how do I get paid?
Stripe will transfer funds to your bank account based on the schedule listed in your dashboardFor example, "Daily -- day rolling basis" would mean that charges processed on March 1st would be grouped together and deposited in your account on March 8th, and "Weekly (Monday) -- business day rolling basis" would mean that charges processed before a given Thursday will be grouped together and deposited in your account on the following Monday
Your transfer schedule can be configured to simplify your accountingWe currently offer the option for funds to be transferred daily, weekly (on a custom day of the week), or monthly (on a custom day of the month)
You can see all transfers Stripe attempts to your bank account on your dashboard."
--
My dashboard told me that it would be transferred on the 23rdThen it says no because of the weekend.....and now this?
Final Business Response /* (4000, 11, 2015/04/30) */
While we are unable to discuss our relationship with other users in this forum, it is clearly stated in our documentation that we're unable to support "travel reservation services and clubs"
https://stripe.com/us/prohibited-businesses
As mentioned in our previous response, our reserve policy is fully outlined in our terms of service, which all Stripe users accept when they create their account
https://stripe.com/us/terms#reserves
Final Consumer Response /* (4200, 15, 2015/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unacceptable response

Initial Business Response /* (1000, 5, 2016/01/09) */
Stripe processes credit cards for thousands of businesses online (https://stripe.com/gallery)It looks like the complainant made a payment on one of these businesses' sites, and for some reason Stripe's details have shown up instead of
the merchant's on the complainant's credit card statement
As of today, 1/9/2016, the complainant has not reached out to ***@stripe.com for help on how to proceed with this issueFor inquiries about a specific payment, we typically recommend that the customer reach out to the company that they purchased from to resolve the issueIf the complainant does not receive a satisfactory response from the merchant, or as the complainant experienced in this instance, the merchant is unresponsive, then we would typically recommend the complainant consult with their bank or credit card company to review their options for the payment in question
That said, Stripe takes instances of merchant fraud very seriouslyStripe needs to have a high degree of confidence about merchants' 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 ariseIn this case, we have reviewed the Stripe account in question and taken the appropriate actions
We would be happy to answer any questions that the complainant might have at ***@stripe.com

Initial Business Response /* (1000, 5, 2015/07/20) */
Between July 9th, 2015, and July 13th, 2015, the complainant sent separate e-mail support requestsWe responded within hours to any of these requests that were not duplicatesWe responded to e-mails from the complainant on July 10th,
July 11th, July 12th, and July 13th
The complainant refunded all charges to cardholders on July 9th, Since the complainant refunded these charges, Stripe no longer owes the $mentioned by the complainant in the original Revdex.com complaintWe corresponded with the complainant via e-mail on July 13th, 2015, to confirm they were not owed any funds as a result of these refundsSince that last e-mail on July 13th, 2015, Stripe has not received any further correspondence from the complainant

Initial Business Response /* (1000, 5, 2015/05/11) */
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 17th, 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, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Lies upon liesStripe never send me a single email about closing the accountAnd never for once replied one of my dozens emailStripe didn't close my account, I closed it because I do not wish to transact business with a fraudulent business like stripe after I reead all the complaint about them on rip offI have evidence of shipping goods to the customersPaypal has being processing my transactions for almost years with no issues whatsoeverI have a retail store with employees, so how could I not ship the goods to customersAnyways I'm not interested in ever doing business with this company ever, they are rip offMy only question is where is the fund you are holding in my account?
Final Business Response /* (4000, 9, 2015/05/19) */
Stripe rejected the account on April 17th and sent an email explaining this to the complainant at that timeThough we aren't able to comment on private details of the complainant's account, the funds here have since been refunded to the cardholdersStripe is not holding any funds in this account and reserves the right to terminate accounts at any time, as outlined in our Terms of Service
https://stripe.com/us/terms#termination
Final Consumer Response /* (4200, 13, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Stripe is a big fraud that needs to be controlledI just got off the phone with one of the customers they claimed they refundedThe transaction amount of $which was made on my website on April 17th was neither sent to me or refunded back to the customerThe customer never got the refund as claimed by stripeAnd I didn't get the money eitherSo when is the funds? I advised ththe customer to file a chargeback so we can get the money from fraudulent StripePls People beware of StripeThis company is a fraud

(The consumer indicated he/she DID NOT accept the response from the business.)I am waiting for my credit card company to respond to the dispute of $1,When Stripe stops disputing the card companies' request for the $1,and I am notified by my card company that this dispute is finally over for good, only then will I be satisfied with the dispute with my card company and the Revdex.comWhether it be April 10, or earlier or later, I will at that time notify my card company and the Revdex.com that I am satisfied with the full refund of $1,and this case will be closedThank You

Initial Business Response /* (1000, 5, 2015/12/20) */
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, 12/20/2015, the complainant has not reached out to ***@stripe.com for help on how to proceed with this issueWhen 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 issueIt looks like the complainant is referencing a transaction placed with www.universityofguns.comSince Stripe is unable to process refunds on behalf of merchants, the complainant will have to reach out to the University of Guns support team here:
http://universityofguns.com/contact-us/
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 ***@stripe.com

Initial Business Response /* (1000, 5, 2015/07/17) */
Disputes can be a frustrating part of accepting credit card payments, and Stripe does everything possible to protect our users from fraud and make sure they have an advantage during the disputes processThat said, Stripe does not have the
ability to resolve disputes for our users, or make decisions about who wins or losesWhile Stripe provides tools to our users for submitting evidence, the process is actually arbitrated by their end-customer's card-issuing bank
In order to resolve a fraudulent dispute in their own favor, our users need to submit evidence that the disputed charge was made by an authorized cardholderWe pass *** information along to the card-issuing bank, who arbitrates the dispute and renders a verdictHowever, if the charge was clearly made fraudulently, as the complainant indicates here, users are liable for the disputed amountThe credit card networks assign liability for accepting fraudulent online transactions to businesses
As a matter of clarification, Stripe does not authorize charges for our usersMuch 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 a machine learning-based fraud shield and the ability to decline 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
Disputes are a frustrating reality of accepting credit card payments, especially onlineWe try to give our users the best chance to avoid these situations, but ultimately Stripe can't accept responsibility for authorizing fraudulent payments (as card-issuing banks authorize charges)We are happy to help the complainant avoid future disputes - we can always be contacted at ***@stripe.com

Complaint: ***Either (a) pay us the amount you charged from customer's cards or (b) refund them immediately
Sincerely,*** ***

Complaint: ***I am rejecting this response because: Stripes "Investigation" was biasedAt no time did they email me to find out if I could verify my customers charges.Thus they did not properly conduct an inve stigation prior to the closure of my accou t.They did not ask for supporting details as is requieredEven though the funds were transferredIt was not until after I had to complain to the Revdex.com that they initiated the transfer of fundsThis transfer was and is an attempt to cover up their holding my funds after a as per their termsA first transaction had already been done and had been held for daysAs per Stripes Terms and conditionsStripe is only allowed to hold funds upto days after the first transactionIt is as advertisedAnd upto days if in reserveA reserve was never heldAnd this was a second trasactionAs per the damagesStripe significantly caused me damages due to their hold on my fundsInvoices were paid late and thus affected my credit with my provider and delayed me in providing an adequate service to my customerThus I have lost business due to their negligence and negligent business strategies.Sincerely,*** ***

Complaint: ***I am rejecting this response because:
They wrote "The Complainant has won these chargebacksAs a result, the funds will be transferred to them shortly."
when I sign in to my account I can see they say that the funds will be transferred and the estimated time to arrive is days but the eta date just keeps on moving up and it states that only in to days and when I tried to contact them the didn't respond to my problem
I do understand that all the charges were declined but as you can see that all the disputes were released and not because I provided evidence just the customer released them because there was just a misunderstanding
what I want is a response from them when am I going to get my money my money
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/10/27) */
Stripe's primary function is to process payments; we do not guarantee against fraudAlthough we offer our merchants the option of auto-declines for charges that fail the zip code and CVC checks, this is not 100% fraud proof
The charges
here were disputed and ruled in favour of the cardholder as their bank decided that the charge was not authorized by the cardholderThe complainant reached out to us on June 27th regarding fraudulent payments made on their Stripe accountWe replied later that day informing them that the shipping address and zip code differed slightly from the verified zip code on the credit card used to make the payment in questionWe informed the complainant that it is very difficult to win a dispute if the shipping address differs from any of the card details, and it was most likely this difference that caused the bank to decide in the client's favour as this is most likely a case of stolen card information
We also recommended that, if the complainant ever suspected a charge to be fraudulent in future, they should refund it immediately and not fulfill the orderIn doing this they will avoid a chargeback as disputes cannot be initiated against fully refunded chargesWe also offered the following guide with preventative measures: https://support.stripe.com/questions/avoiding-fraud-and-disputes
As a matter of clarification, Stripe is not responsible for fraudulent charges processed by users' accountsMuch like the disputes process, we pass *** relevant information (including the CVC, street check, and ZIP checks the user mentions in his complaint) 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
Disputes are a frustrating reality of accepting credit card payments, especially onlineWe try to give our users the best chance to avoid these situations, but ultimately Stripe will not accept responsibility for fraudulent paymentsWe are happy to help the complainant avoid future disputes, and can always be contacted at ***@stripe.com
Initial Consumer Rebuttal /* (3000, 7, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not the response I received from a employee of your companyafter my first of many untruthful chargebacks, I was explained this would no longer happenThat my account would go under special protection to stop illegal purchases
Final Business Response /* (4000, 9, 2015/11/19) */
The dispute process has been established by the card networks to protect cardholders from a variety of service issues and from unauthorized transactionsSince its inception, the merchant of record has been held financially responsible for all disputes to charges that occur in the card-not-present environmentTo facilitate card payments in this environment, banks must take many signals into account when determining whether to authorize any transaction request, and merchants are responsible for reviewing their charges and orders to determine whether any charge presents unacceptable risk to their business
On June 25, the complainant contacted our Support team over email regarding a disputed chargeThey received a response from a Stripe team member that same day, but did not reply to usThey wrote in again separately on July 1, inquiring about the reason why they lost the disputeDue to the formal nature of the dispute process, the bank makes the final decision to resolve a dispute in favor of one party over the otherStripe sends as much information as we receive from the bank through the user's Stripe dashboard and through emailThe complainant was informed of this and also received information on how both to prevent and respond to disputes by providing evidence, at which point the complainant decided to close their Stripe account and file a Revdex.com complaint instead
Stripe users may close their Stripe account at any timeMore information can be found in our Support documentation here: https://support.stripe.com/questions/how-can-i-close-my-stripe-account
However, closing their Stripe account does not resolve them of responsibility for outstanding chargebacksIn order to win a dispute, once initiated, the complainant must submit evidence for the bank to reviewThe complainant has not submitted evidence for the three most recent disputed charges, on September 30, October 7, October 21, and those disputes were decided in favor of the cardholder
The complainant also states that they never had the chance to disclose themselves over email or explain their situation to receive helpIn the email exchanges the complainant had with Stripe Support on July and September specifically, the complainant wrote in from the Support site while signed into their Stripe account, which automatically identifies them as the account holder
Regarding the chargeback fee, Stripe charges a $fee per disputed charge, which is fully refunded in the event that the user is able to win the dispute, although the fee Stripe is assessed is not returned to us by the bankWe return this fee to users because we strongly believe businesses should not be penalized for disputes that are resolved in their favorWe outline this in our Support documentation here: https://support.stripe.com/questions/why-does-stripe-charge-a-fee-for-each-dispu...⇄ /> We know merchants have a choice in payment processing, and are sorry the complainant had a poor experience based on these disputesWe have offered education regarding fraud prevention, knowing that no algorithm can truly replace the merchant's active participation in charge/order review, and wish the complainant every success in their business going forward

Initial Business Response /* (1000, 5, 2014/11/18) */
We're sorry to hear that you've had to deal with this fraudulent transactionI'm not sure if the email made it to you, but we reached out about a recent chargeback with a fraudulent reason codeWhile the cardholder's bank unfortunately
did not resolve this dispute in your favor, the delivery was refused, and the merchandise is on its way back to youYou can see this in the link below I know dealing with fraud is still not something that anyone wants to have to deal with, but at least you are able to retain your merchandise since you shipped to the billing address
We are happy to help look into ways to prevent fraud and disputes down the line and would love to discuss these details with you over email form ***@stripe.comPlease reach out if you'd like to discuss these options or if you have any questions
https://www.fedex.com/fedextrack/WTRK/index.html?trknbr=XXXXXXXXXXXX&trkqual=XXX...⇄

Initial Business Response /* (1000, 5, 2015/08/10) */
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 August 4th, 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, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand your terms say that you can shut me down at any time for any reason but I do not accept this response
I am suggesting that my case was handled in an unreasonable wayYou could do better businessYou say that "Stripe periodically reviews accounts" - did you realize that my account had only been live for hours? Is this how you treat new customers?
You say "and reaches out to merchants should any issues arise" - you did not reach out to me, you told me my account was closed and we could no longer do businessThis is not what I would call reaching outReaching out implies that there is a relationship and that there is matter that can be discussed
Absolutely no attempt was made to verify that these seven transactions were indeed consensualIf such an attempt was made you would have found all seven were consensual transactions made using the Stripe service exactly as it is presented to be consumed
You say you found "strong signals that the complainant's account was in violation of the Stripe Terms of Service" - but these were signals because every transaction I made was consensualTherefore I was not in violation of your termsYou made no attempt to verify the meaning of the "signals" you say you identified
I would have answered any questions or provided any additional informationAll I did was conduct business using Stripe's service exactly as it is presentedThere had to have been a better way to handle this
In conclusion - I used the Stripe service exactly as it is presented to be consumedI did not violate the Stripe Terms of ServiceI made only consensual transactionsI understand Stripe can close my account for any reason it chooses, but this is the Revdex.com and Stripe, you could have done far, far better
Final Business Response /* (4000, 9, 2015/08/19) */
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 owners of the charged cardsOn August 4th, 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
To clarify: we are not accusing the Stripe account owner of engaging in fraudInstead, we are stating that we detected a high level of fraud hitting their website in the form of unauthorized payments made by people other than the cardholderAfter noticing this, we closed the account due to the high risks involvedThis was decided as being in the interest of the cardholders, the user and our own company
The complainant deleted their Stripe account on 10th August
Final Consumer Response /* (2000, 11, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept this resolution insofar as there is no way for Stripe to resolve the matter as we had originally hoped
We accept that Stripe does not accuse our company of any wrongdoingOutside of that, there is no value to be gained from continuing this complaint
We are thankful that the Revdex.com allowed this conversation to happen
We overestimated Stripe's service and should have read the terms more closely

Initial Business Response /* (1000, 8, 2015/09/15) */
Contact Name and Title: Stripe Support
Contact Email: ***@stripe.com
The complainant's transfers were delayed for a period of four days (8/20-8/24), and we apologize for not being able to respond to the complainant's email to our support
on 8/in a timely fashionTransfers resumed on 8/24, and the complainant was contacted on 8/regarding the delaysA transfer posted to the complainant's bank account on 8/26/