Stripe, Inc.

Initial Business Response /* (1000, 7, 2015/11/05) */
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 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://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-methods
https://stripe.com/us/terms#chargebacks
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."
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://support.stripe.com/questions/avoiding-fraud-and-disputes#identifying-pot...⇄ /> 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 usersThe complainant has provided evidence for many of the disputes and we are waiting on responses from the relevant banks before marking these as won or lostThe complainant will be informed of the outcome of these disputes as soon as we hear back from the banks
Initial Consumer Rebuttal /* (3000, 9, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the same General answer they have on their websites help page this does not explain why I've lost cases that I have this conclusive evidence showing I should be the winner of that dispute I've requested to talk to someone on the phone about my disputes and I get these general answers I could have looked up online for this company has a very bad review for stealing people's money without giving them a clear reason why besides them claiming they have nothing to do with the result of dispute
Final Business Response /* (4000, 11, 2015/11/14) */
We understand disputes are a frustrating part of running an online businessWe are happy to provide the complainant specific information and feedback on disputes and the evidence they submitted should they email us at ***@stripe.comHowever, we cannot provide that information through the public forum on the Revdex.com websiteAdditionally, Stripe provides tools to help our users submit dispute evidence to banks, but the ultimate decision on a dispute lies with the cardholder's bank and not with Stripe
In general, we recommend merchants contact their customers first to try to resolve disputesSpecific recommendations based on dispute type can be found in our comprehensive support documentation, for example: https://stripe.com/help/dispute-types#fraudulent
Again, we are happy to answer any specific questions about disputes at: ***@stripe.comOutside of that, our Terms of Service are clear that responsibility for disputes and chargebacks lies with the complainant
Final Consumer Response /* (4200, 13, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already spoken to multiple customers who say they have authorized their purchases with us the same orders you guys say we're never authorized by my customer something's not adding up if my customer tells me they authorized the purchase and expecting the purchase there has to be a scam on your end I've made test purchases with my own credit card to see if they would go through a few months later I will receive a dispute from stripe saying that this order was never authorized by the car holder which I am the cardholder which I did authorize that transaction I simply want my money back stripe swindle out of me

Initial Business Response /* (1000, 7, 2015/03/04) */
Hi ***,
We were very sorry to tell you on February 12th that we would no longer be able to offer service to youUnfortunately, after looking at the details of your initial charges, we identified strong signals that your account may
be prone to future chargebacks
As we note in our Terms of Service, we reserve the right to delay payments on funds, or to discontinue service if we determine that an account poses a high risk of chargebacksThis is a precaution that we must take in order to remain in good standing with our banking partners, who require that merchants stay under the industry average chargeback rate of 1%
You can find our Terms of Service here:
https://stripe.com/us/terms
We don't take actions like this lightly, and are sorry that we won't be able to serve your business moving forward
To clarify a bit about our message to you while you were signing up with us: when we mentioned $80,per month during your siprocess, we were referring to a threshold we have for volume discountsOnce users begin processing that amount of money, we're able to better predict the cost of supporting their businessThis often allows us to identify cost efficiencies that can lead to lower rates
In your particular case, we offered days to continue processing charges, so that you could find and implement another paymentn solutionWe also set a payout schedule of days for any funds in your account balanceWith delayed schedules like this, we use the additional time to guard against any chargebacks or refunds on the accountYou can find more information in our terms about this sort of delay:
https://stripe.com/us/terms#payout-schedule
As we mentioned in our previous communications, we're very sorry to have had to discontinue service, and wish you well in your future endeavors
Initial Consumer Rebuttal /* (3000, 9, 2015/03/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your approach of instant approving accounts and clamping down on them after they start processing without even a phone call for an investigation is fundamentally wrong and fraudulent
Final Business Response /* (4000, 11, 2015/03/10) */
Hi ***,
We are very sorry that you and your customer experienced these delays with your refund
This refund appears to have been affected by a bug in one of our banking partners' refund systems that caused a small handful of refunds to initially failI'm terribly sorry about this we work hard to ensure that issues like this never occur in the first placeIn this case, our efforts were unsuccessful
Having said that, I can assure you that we have taken immediate action to remedy the underlying bug and ensure that it never happens againYour customer should have already received their refund
We consider any problems that affect your customers to be the very worst kind of issueBy causing confusion for your customer here, we failed to deliver on our most important aimWe are performing a full internal analysis of our processes and systems here to make sure that issues like this do not happen again
Final Consumer Response /* (4200, 15, 2015/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is directed towards another complaint

Initial Business Response /* (1000, 5, 2015/11/05) */
On October 21st, we reached out to the complainant requesting information to complete their identity verificationStripe must verify all of our user's identities to stay in compliance with KYC, or Know Your Customer, regulationsThe e-mail
address that the complainant originally provided was incorrect, and we needed the additional info to finish the verification processWe allow our users to start processing before verification is complete, but will ask for more data or clarification in some casesThe user followed up with this information promptly as requested and we verified the user on October 23rd
The complainant responded again on October 28th to inform us that their transfers were still not working properlyWe followed up on October 29th to let them know that their transfers were still disabled because the website url they provided us was invalidWe asked the user to send over a valid url, which they did promptly on October 29thInitially, there were some issues viewing the website they providedHowever, we continued attempting to follow the links they provided and were able to get them working on November 2ndWe responded on November 2nd to let the complainant know that we were reviewing the details they provided
At the moment, we're still reviewing the account's integration before reenabling transfers, but we hope to reach a resolution to this matter as quickly as possible
Initial Consumer Rebuttal /* (3000, 7, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this responseIt is redundant and unacceptableFirst of all, my email address has never been incorrectYou have been able to email me since day without issue, so that is just absolutely falseThe only issue was the my website URL that was originally set when I opened my Stripe account was changes, but just as you mentioned, I immediately provided you with the correct URL once I noticed the mistake
There is so much miscommunication amongst Stripe's representativesNo one seems to be on the same pageNow all of a sudden (on 11/6) I receive a message from you stating that: 'your transfers on hold for now while we discuss the future of your account's integration.' This is just unacceptable; I have already sent a long detailed message to another representative outlining my Stripe integration that had already been completedYou are providing generic responses that do not have much relation in regards to the current status of my accountIn a message to Emerson on 10/29, I stated:
'...with my experience using Stripe, it integrates perfectly with my website, which uses an Ecwid (www.ecwid.com) shopping cart platform that works seamlessly with StripeI have my Ecwid store now connected to my Stripe account, so that I can now introduce your credit card payment feature into my website.' I discussed this topic in other messages as well
If you go to my website: www.***, you will see where Stripe is now integrated into my Ecwid store to accept live credit card transactionsThis had already been put in motion and we are well beyond this topic and it has already been discussedInstead of moving forward, we are moving backwardI am speaking to many different representatives and it is apparent that each representative has little to no knowledge of conversations discussed with previous representativesYou recent response is clearly indicative of this because this bridge has already been crossed in previous conversationsEspecially when you state: "We look forward to hearing back from you regarding your plans for integrating your account." These plans have been discussed and you can clearly see the results reflected on my website with Stripe now listed as an option to use for paymentThe website integration simply speaks for itself
Therefore, at this point, here are the questions that I kindly would like answered please
Why are we moving backwards on topics that were discussed already?
Is there a log that representatives can see, so that they are up to speed with the status of account issues based on previous conversations?
Why is my transfer being placed on hold after I thoroughly verified my account, which was approved?
When will I be receiving my 1st transfer?
Which representative can actually help me? Everyone seems to be telling me different things and this is running the entire process in circlesI have a business to run and this is just becoming more of a hassle than a convenienceWho do I actually listen to?
Simply saying my account is on hold, is not enoughHow long for? I need much more detail than two or three sentence responsesAll of my messages are several pages long, while I receive short generic response from youWhat is the wait time and how much longer is needed? I need more accurate datesThis is very unprofessional
In your response, you also state: 'At the moment, we're still reviewing the account's integration before reenabling transfers, but we hope to reach a resolution to this matter as quickly as possible.' The account has already been integrated, so what more is there to reviewI can understand if the migration was still in motion, but your payment processor has already been successfully integrated into my website and functions successfully
I would like to resolve this issue as soon as possibleThis is making it extremely difficult for me to trust using your services moving forwardI do not appreciate the cat and mouse games that I have been faced with since dealing with your companyI have never had such a hard time with any payment processor that I have used beforeThe customer service is realistically what has made this process drag out and I am beginning to feel as though this is being done purposely so that you can continue to 'hold' onto my funds even though there is no reason for you to do soI would appreciate a legitimate response as well as resolveI do not accept this response because it is not accurate and it's deceptiveThis situation is now dragging out much further than it needs toThanks in advance for your response
Regards,
~***
Final Business Response /* (4000, 10, 2015/11/22) */
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 signals that the complainant's account was potentially in violation of the Stripe Terms of ServiceWhile we were investigating further, we paused transfers out of the complainant's account until November as a precaution
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://stripe.com/us/terms#payout-schedule
On November 10, we determined that we had made a mistake and had mis-identified activity on the account as fraudulentWe then re-enabled the complainant's transfersAll of the above actions are well within our Terms of ServiceHowever, we understand waiting on this verification process can be very stressful and we take these problems seriouslyWe aim to resolve similar issues much more quickly in the future
On November 12, the complainant's Stripe balance of $2,transferred to her bank accountThis represented the $4,amount Stripe had been holding, less $1,(a total charge of $1,without subtracting Stripe fees) the complainant had refunded a customer on November
On November 15, the complainant refunded two charges of $1,and $1,and changed the bank account linked to StripeStripe immediately sent the refunds to these customers out of Stripe's bank account
On November 17, Stripe attempted to debit the complainant's new bank account for $2,to cover the cost of the refunds to those customers, but the debit failed because the bank account number the complainant provided was invalid
As of November 22, the balance on the complainant's Stripe account is -$2,

Initial Business Response /* (1000, 5, 2015/07/12) */
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 DATE, 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, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How am I to be held responsible for people using fraudulent credit cardsThat is what I pay your company forYou are paid to handle my transactions its your fault that bad credit cards are getting throughThis company is terrible
They still haven't answered my emailsThey took $dollars from my customerI don't care about doing business with them every again but, They are going to release the money that is due to me or I will prosecute them in the court of law
I will make sure everybody knows about this scam ridden company

Hi, I purchased thee glasses from the *** website,***
The charge to my *** *** card states doing business as 'Stripe'. I guess it would be 'Stripe' as the charge for the *** states 'doing business as
Stripe on my credit card charge

Stripe operates within the constraints imposed by our banking partners, credit card networks, and applicable lawsTherefore, 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
Because Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe has to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe also 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 cardThe majority of the complainant’s business seemed to be driven through unauthorized, fraudulent chargesOn May 2nd, we reached to the complainant to let them know about our concerns and that we could no longer support their businessWe reviewed the information associated with these charges and after a thorough investigation, Stripe closed the complainant's account
The closing of this account is in accordance with the following section of the Stripe Terms of 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

scam, fraudulent company, thieves, crooks, unethical

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

Initial Business Response /* (1000, 5, 2015/03/21) */
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 for businesses associated with any businesses that have been previously rejectedOn February 20th, 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 do hate to turn away businesses, unfortunately due to the risk involved in reinstating this account, Stripe will not be doing so, and it must remain closed
Initial Consumer Rebuttal /* (3000, 7, 2015/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My business has never had multiple accounts with stripePlease let stripe provide evidence of the multiple accounts here and proof of fraudulent activitiesAt this point, I will not be interested in reopening the account but Stripe needs to release my $it is still holding untoAre they trying to confiscate my $1000? Where is it in the terms and agreement that Stripe has the right to confiscate my money? They have not transferred the funds nor have they refunded the money back to the customer's cardThere has been no unethical practiceWhat we do not understand is Stripe suspended the account after receipt of the $on Feb 15, Release the money because the funds do not belong to StripeThis is tantamount to theft of asset from a customerWhat does Stripe intend to do with the last transaction of $1000.00? This is the bone of contentionThis is not in the spirit of transparency and good business practiceEither refund the customer's money back to the card or transfer the moneyStripe has already closed the accountWhy is it holding unto the $from my businessFor information, we have an A+ rating with the Revdex.com and has never received a single complaint from anyone customerStripe has attempted to misrepresent the facts to defraud us of $It is a rip off; and unacceptableThis credit card processing business has no telephone number to callMany emails sent to them from us went unansweredSince they have no telephone number, Stripe could take one's money and then fail to responseThis makes a business like mine very vulnerableAdditionally, Stripe is taking advantage of my minority status in this instanceIt is a violation of my basic civil rights to deny me my legitimate money without any evidence
Final Business Response /* (4000, 10, 2015/03/31) */
While we can't go into detail on how we validate the risk associated with charges processed, 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
All payments that were refunded have also had associated Stripe fees refunded, and we encourage the business owner to arrange alternate payment methods for their customersAlthough we aren't able to support this account, we have not revoked the user's access to Stripe, so they are still able to log into Stripe, address any customer service issues, and view or export their customer data
Final Consumer Response /* (4200, 12, 2015/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Stripe has provided no refund contrary to the fact as related to the $We advised the customer to dispute the charge with his card issuer because Stripe deceptively and unscrupulously decided to extort $under misguided reasonWe intend to notify the Dept of Justice, the Federal Trade Commission, the Consumer Financial Protection Bureau and the State Attorney General if this matter isn't resolvedWe will never allow Stripe to exhort money and keep it under pretense of "risks" or "charge backs"All avenues will be exhausted before potential litigationStripe must do the right thing by either refunding the $or transferring it periodFull stop

Below is Stripe's Response to the complaint submitted by *** *** (herein referred to as the "Complainant") on September 13,
Information initially provided by the Complainant led Stripe to believe that it would be able to support the Complainant's businessThe email the Complainant referenced was on August 1, However, once the Complainant began processing charges on August 2, 2017, which provided Stripe with more insight into their business, Stripe reviewed the account and decided that it would not be able to support the Complainant's business as the Complainant's charge patterns indicated that it would be high riskThis is outlined in Stripe's Service Agreement,
"At any time during the term of this Agreement and your use of the Services, we may require additional information from you to verify beneficial ownership or control of the business, validate information you provided, verify you or your Representative’s identity, and assess the risk associated with your business...You acknowledge that we may use your information to verify any other information you provide to us, and that any information we collect may affect our assessment of your overall risk to our businessYou acknowledge that in some cases, such information may lead to suspension or termination of your Stripe AccountStripe may periodically update this information as part of our underwriting criteria and risk analysis procedures."
***
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, 2015/06/29) */
The complainant wrote into our Support team on 13th May enquiring about the chargeback made on their Stripe accountOn 18th May we responded to that email and explained why the chargeback was made and the reason a $fee was added, i.ethe
fee to cover the cost of the dispute process where you can contest the validity of the chargebackWe also highlighted how the $chargeback from their bank account was initially sent to them in a transfer on 22nd AprilWe debited the sum of $pursuant to our terms of service and documentation
In our documentation, we give notice of the fees necessary to cover the cost of disputes:
https://stripe.com/help/disputes#is-there-a-fee-for-disputes
Furthermore, Stripe users agree to this dispute fee when they set up an account and sign up to our Terms of Service:
https://stripe.com/us/terms#chargebacks
Although the complainant refunded a certain amount to their customer, the dispute process (initiated by the banks) does not take this into accountThis chargeback of the total initial payment is something we cannot avoid
We have explained this frustrating chargeback situation over email to the complainantUnfortunately, we cannot offer phone support to our usersWe make this clear on our website:
https://support.stripe.com/questions/do-you-have-a-phone-number-i-can-call
Initial Consumer Rebuttal /* (3000, 7, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Three emails had to be sent to stripe to actually receive a responseThe response was scripted and only linked Q and A sections of your website
I am sorry your "policy" is not not offer phone support but our policy is that we DO require phone supportWhere does that leave us?
When a customer is in need you cannot hide behind your "policies" and website
Please send us the documents on where we agreed to Stripes fee setup and Terms of ServiceI would love to see where we signed this document
You can email them to us at ***@baseball365online.com
Thank You
Final Business Response /* (4000, 9, 2015/07/07) */
Since the original Revdex.com complaint from the complainant was filed, our team at Stripe has responded to multiple e-mails from the complainant in a timely mannerOn June 23rd, the complainant e-mailed our support team and we responded the same dayThe complainant then e-mailed our support team again on June 29th and several times on June 30thWe responded to all four e-mails within hours
As mentioned in the previous Revdex.com response, Stripe users agree to our fees and terms of service upon setting up a Stripe accountThis is outlined here:
https://stripe.com/us/terms#chargebacks

Stripe operates within the constraints imposed by our banking partners, credit card networks, and applicable lawsTherefore, 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 Because Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe has to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe also 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 cardTherefore, after a thorough investigation, Stripe closed the complainant's account.The closing of this account is in accordance with the following section of the Stripe Terms of 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#terminationWhile 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, 2015/12/14) */
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 August 21st 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, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why are you guys accepting those payment and taking a percentage out of each transaction if you do not feel confidence enough about their legitimacy, as a customer to your company how do you protect my business against fraudulent activity'sYour company is only leading me to understand those transaction were valid, by you guys accepting those transaction and holding on to the customers fundsAm frustrated enough knowing that your business does not protect business against fraudulent activitiesI did everything that any other company would do, which is providing the best customer services to my clients and sending them the goods they brought from my companyYour company emailed me about a disputed that I've won since November 4th for the amount of $1,which clearly stated that this amount will be deposit to my account in the next few days not months and today is December 15, I have a not received any payment from your companyAm starting to question myself what kind of business are you operatingI would like a copy from each banks who disputed any charges from my company and the their final decision for the disputes emailed to meI did my part and submitting all evidence for all disputes to prove that those goods are with the customers
My question is????????
When will I be getting the refund for the dispute charge from your company that I've won in the amount of $1,deposit into my bank account and the other charged that was never dispute? Incase anyone has amnesia here's the email your company sent me below
Stripe Disputes
To
***@yahoo.com
Nov at 4:PM
We have good news for you! The disputed payment from August was successfully resolved in your favor by your customer's bank or Credit Card CompanyThis means that $1,and the dispute fee will be returned to your account in the next few days
Final Business Response /* (4000, 9, 2015/12/27) */
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 in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn August 21st, 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

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, 2015/03/21) */
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
ServicePersuant to this, we may request additional identification and informationAll 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 on February 9th, 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 for businesses associated with any businesses that have been previously rejected
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
Unfortunately, due to the high risk that this business represents, Stripe will not be reinstating service and this account will remain closed
Initial Consumer Rebuttal /* (3000, 7, 2015/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no "fraudulent activity" on my previous accounts (not on my part)The only fraudulent activity here is that Stripe has not paid me what is due to meThey closed my accounts for some vague reason that my business was not in the USA although I gave them all the details
In their response above they have made NO mention of paying me the amount of more than $2,which I have been waiting nearly months forI have never had charge back and my business is Online classes which is NOT high risk by any means
What they are doing is illegal and I will be pursuing legal recourse in order to recoup my funds
All I want is to be paid, nothing else
Final Business Response /* (4000, 9, 2015/03/27) */
After filing this extra information on March 24th, the user was in Contact with a Stripe representative on March 24th and 25thIn messages sent to the user during this period, the Stripe representative clarified that Stripe had placed a hold on the $balance in the user's Stripe accountThis is a procedure for accounts transitioned off of Stripe, in place to meet the requirements of our financial partners
The reserve period on this user's funds expired on March 26th, and Stripe has now sent the funds to the user's bankWhile it is within expected behavior for transferred funds to appear in a user's bank account between 5-business days after Stripe sends them, they may have arrived already
Throughout our correspondence with the user dating back to October 17th, 2014, we repeatedly reiterated (again in correspondence from February and March of 2015) that the user's remaining balance would be transferred to him
While we never like to end support for one of our users, we must reiterate that 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
The user now has, or imminently will have, access to the funds mentioned in his desired resolution and the extra information filed on March 24thIf the user has any issues receiving this transfer, we are happy to offer support through the same means by which the user has previously contacted Stripe
Final Consumer Response /* (2000, 11, 2015/03/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have finally received my funds from Stripe albeit much later than the days the stated
I did get in email contact with person in Stripe who actually responded, but many of my emails were not
I would actually like an apology for Stripe stating I had committed fraud on my previous accounts when there was none on my part
This could all have been averted and Stripe could still be processing for me if they had a working telephone and simply called the client if they had any queries as opposed to closing their account, calling them a fraudster and holding their funds

Complaint: ***I am rejecting this response because: I want my $*** refund to me before closing my accountI have no knowledge of the account is fraudulent and it is out of my control.Sincerely,*** **

Initial Business Response /* (1000, 5, 2015/06/26) */
Beginning on June 10, 2015, the complainant repeatedly sent messages in response to a request from the Stripe team that they verify the website they were using to accept payments via StripeStripe's verification processes are explicitly
covered in our terms of service and a mandatory requirement that all Stripe users meetStripe's specific requirement that users verify the site their using to sell goods/services is in place to ensure the goods and services they're selling are in line with our Terms of Service and allows us to fulfill the KYC (know your customer) banking requirementIf a user fails to meet this requirement, we may temporarily pause transfers to their bank account, until the requirement is met
That is exactly what happened in this situationThere appears to have been some short lapse in communication where the complainant claims to not have received some responses sent from ***@stripe.comEventually, the complainant was able to touch base with a member of the Stripe team, verify the information we needed, and we were able to resume transfers as a resultWe recently sent out a transfer on June 23, for $to the complainant's bank accountAccordingly, this case is resolved and should be closed
https://stripe.com/us/terms

Stripe reached out to the complainant on September 10, **in regards to the ways in which they were processing their chargesCharges were being processed on the complainant's account in a way that was not PCI compliantBecause of this, we placed a hold on the complainant's account while we
investigated these charges.As stated in Stripe's Terms of Service, we reserve the right to place a hold on the complainant's account as needed:"We reserve the right to change the Payout Schedule or to suspend Transfers to you: (i) due to pending, anticipated, or excessive Disputes, Refunds, or Reversals; (ii) in the event of we suspected or actual suspicious activity; or (iii) where we are required by Laws or court orderWe have the right to withhold Transfers to your Payout Account upon termination of this Agreement if we reasonably determine that we may incur losses resulting from credit, fraud, or other legal risks associated with your Stripe AccountIf we exercise our right to withhold a Payout for any reason, we will communicate the general reason for withholding the Payout and give you a timeline for releasing the funds."https://stripe.com/us/legal#transfers-and-transfer-scheduleDue to internal miscommunication, the review process took slightly longer than usualStripe apologized to the complainant for this error and then did not hear back from the complainantThe complainant's funds were then releasedDuring that time, the complainant asked their customers to dispute the charges instead of refunding themStripe has made an exception for the complainant and refunded their fees to them, as well as advised them how to best handle this in the futureThe complainant has been informed that Stripe does not offer phone support at the moment but is happy to work with them via email

Hands off processing They don't even have a phone This company is likely run from a basement somewhere There is completely no customer service They just attack my bank account citing chargeback and then charge a fee every time

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, Julie***