Stripe, Inc.

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

Initial Business Response /* (1000, 5, 2015/03/25) */
Stripe's highest priority is security, in all respectsThis user's concern is completely understandable, as we share it ourselvesWe protect all of our users' information by either meeting or exceeding the most stringent industry
standardsEach piece of our infrastructure and each stage of our operations are designed with security in mind, including the data we collect from our users for identity verification
Stripe is responsible to our financial partners for verifying our users' identities, in accordance with know your customer (KYC) regulationsThese regulations and policies are in place to prevent identity theft, financial fraud, money laundering, and terrorist financingThe information we collect to this end, which can include complete tax IDs, Is never used for any other purposeMore details can be found in section of our privacy policy, here: https://stripe.com/us/privacy#
Our security policy offers further information on how Stripe secures confidential information: https://stripe.com/help/security
On March 22nd, Stripe reached out to the user to solicit information for identity verificationThe message read:
"Hi ***,
Thanks for choosing Stripewe really appreciate it!
One of the primary reasons we can get users up and running so quickly is our rather unique registration processWhenever you sign up for a Stripe account, we use the information you enter to verify both your website and the person signing up for the account
That said, it seems we're running into a small issue verifying your identityunfortunately the systems we use sometimes need a bit more information to retrieve a matchWe've enabled a prompt at the top of your dashboardthat will allow you to safely upload your informationOnce you complete that form, you'll be all set, and we'll be sure to reach out if we ever need any other information about your account!
Thanks for bearing with us on this one
Best,
***
The user responded to the email that day, requesting contact from Stripe regarding setting up her Stripe accountOn March 23rd, Stripe support responded, asking the user for a more detailed explanation of the issueThe user responded, expressing concern that Stripe was asking to collect her tax ID and requesting that all payments processed in her account be releasedOn March 24th, Stripe support responded with an explanation of our security policy, and assurance that all funds currently in the Stripe account would be transferred on March 26th (in line with Stripe account behavior)
The user is still in contact with Stripe support as of March 25th, as we continue to work with her to address her questions and concernsStripe support has on multiple occasions offered in good faith to help the user close her Stripe accountWe are happy to help the user move away from Stripe if she does not want to remain on our platformGiven Stripe's security and privacy policies (see above), the user's personal information has not been compromised in any way, and our support team is happy to continue working with the user to ensure she receives all the funds currently in her account and that she understands how her information is used and protected
Initial Consumer Rebuttal /* (3000, 7, 2015/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The basis of my complaint was never addressed by ***He did not apologize nor did he give me any indication he cared about my fears that Stripe breached responsible handling of my private financial informationBased on how this has gone so far I can not give them further private financial information which means that the $in client funds in frozen in their system
*** reached out to me late in the day on 3/to get further information about my complaintShe did not have correct information which skipped over the basis of my concernsI detailed the exact issue about Stripe improperly handling of my social security numberMaybe this issue is a computer glitch? I don't knowI did not feel *** in any way demonstrated a good faith attempted to understand or resolve my complaint by ***Had he done that - this issue would be resolved
I noted that Stripe has complaints registered with the Revdex.comI believe most of them have been resolvedAt this time my complaint has not been resolved
Final Business Response /* (4000, 9, 2015/03/27) */
Since our initial response to this user's complaint, a Stripe representative has been in contact with her several times to further address her concernsTo the fullest extent possible, we have spoken to the issues mentioned both here in the complaint and in her messages to Stripe support
All funds paid to the user through Stripe have now been transferred to her bank account, and we investigated any potential issues related to the user's privacy and security concernsStripe's system for storing personal data (i.einformation including our users SSNs, the data in question here) are in no way connected to our system for logging in to our websiteStripe's engineers investigated the problem, and concluded that the behavior described in the user's email could not be caused by StripeInstead, the most likely explanation is that something on the user's end caused the behaviorThis fact was communicated to the user in a message on March 26th
At this stage, we have exhausted avenues for troubleshooting on our endSecurity in all respects is our highest priority, and this process was not taken lightly by anyone at StripeWe regret misunderstandings that occurred at the beginning of the support interaction, though we do feel confident that we were able to address possible root causes on our end during correspondence between March 25th and 27th
While this user's *** account is still open, we will be happy to support her however she decides to proceed

Initial Business Response /* (1000, 5, 2015/03/13) */
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
Due regulations imposed by our financial partners, Stripe must collect certain information about our users' transactions in order to identify and prevent potentially fraudulent charges and unauthorized use of StripeThe complainant did process a large transaction on February 27th, for which we did request verification that same day
The complainant responded on March 2nd to ask where their transfers were and then again on March 3rd to ask why Stripe would need this charge verifiedThe complainant then stated that they were confirming the chargeThe complainant wrote in several more times on March 3rdOn March 4th a Stripe representative reached out to apologize for the delay in our response to the complainant, and advised that the account was approved, and transfers were resumingStripe sent transfers on March 5th and 6th to the complainant's bank account

Initial Business Response /* (1000, 8, 2015/09/09) */
On August 18th, 2015, the complainant reached out to Stripe to inform us that they were experiencing issues transferring money fStripe must verify all of our user's identities to stay in compliance with KYC, or Know Your Customer,
regulationsAs part of this process, we ask users to provide a valid URL associated with the business that they'll be accepting payments one ask users to provide a valid URL associated with the business that they'll be accepting payments onUnfortunately, the complainant provided a non-functioning URL that came up with an error, so we were unable to ascertain whether or not this was a legitimate business
We reached out to the complainant on August 18th, 2015, informing them that we would need to initiate a standard review of their account in order to get them back in good standingOn August 26th, Stripe reached out to the complainant to apologize for the delay in reviewing their account, and we assured the complainant that this would be resolved as quickly as possibleOn August 31st, we reached out to the complainant to inform them that their account had been approved and transfers were re-enabledThe complainant's account is now in good standing

Initial Business Response /* (1000, 5, 2015/12/25) */
While Stripe never wants to turn away businesses, we did find that there was an elevated risk in processing payments for this businessOn December 18th, we notified the complainant that we would be shutting down his Stripe account
associated with his Shopify store as it was high risk and that we would be holding a reserve of funds to cover any future refunds or disputes that may arise
The keeping of a reserve is in line with Stripe's terms of service:
"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 industry chargeback window is daysAfter this time, all funds in the complainant's Stripe account would be transferred to their designated bank account
Since we informed the complainant of this reserve, the reserve has been used for the reasons outlined above and is at $That means there are no longer any funds to be transferred at the end of the reserve period

Initial Business Response /* (1000, 5, 2015/04/02) */
On March 3, 2015, Stripe received a message from the complainant asking to undo a refund that they had issued their customerUnfortunately, the complainant issued a refund in Stripe, and also, not believing this refund to have gone
through, sent funds to their customer by mailOn March 5, Stripe support responded to let them know that they had misunderstood the Stripe interface; even though the complainant did not believe the notice in their Stripe dashboard indicating that the payment was refunded, it indeed wasStripe informed the complainant that we can't undo a refund, and continued corresponding with them that day to outline all possible scenarios for making sure both the customer and the business owner were fairly compensated
Stripe was unable to make debits from the complainant's bank account to recoup the funds for this refund, and continued sending alerts about the outstanding negative balanceEach time the complainant responded to these emails, they became more and more hostileStripe support remained polite and helpful, indicating what is and is not possible with our systemTo be specific, when a Stripe user refunds a customer, Stripe sends those funds back immediatelyWe then debit the user's Stripe account to recoup the funds we've sent backStripe doesn't look to see if a user has sufficient funds in their Stripe balance to cover this debit, or if a debit to their bank account succeedsThe most important thing about issuing a refund is to conform to the expectation of the end customer: if a Stripe user issues a refund to their customer, the customer's bank account or card gets those funds back immediately
While we appreciate that the complainant was hoping to speak with someone by phone (and are working to offer phone support in the near future), ultimately the outcome would have been identical: Stripe is not able to reverse refunds once they have been issuedStripe is a credit card processing service, and is not responsible for actions taken by business owners outside of our system, including funds transmitted by paper check or other meansWe are sorry that we couldn't resolve this issue to the complainant's satisfaction
Going forward, the complainant is free to log into Stripe and view their pending transfers, including one which is currently scheduled for April 6, 2015, covering the debit for this refund as well as credits for several subsequent payments they have receivedWe are always happy to answer any other questions via email, although we do ask that the complainant refrain from using hostile, abusive or otherwise insulting language

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/us/legal
During a routine review, Stripe determined that the complainant's business was at a high risk for disputesOn *** *** *** we contacted the complainant, informing them that we would no longer be able to support their business; we are unable to accept payments for businesses we determine to be at high risk for a dispute rate of over 1%, as mentioned here:
https://stripe.com/us/legal#specific-payment-methods
The closing of this account was 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/legal#termination
We understand that it takes time and money to move to a new processorTo help the complainant do this, we gave them an additional days of processing before halting their serviceAt the same time we let the complainant know that we would need to hold funds currently in their account for days as a reserve, which is used to mitigate the risk of any disputes incurred within this time and is outlined in our Terms of Service.
https://stripe.com/us/legal#clearing-funds-and-reserves
The complainant has requested that we release the funds earlyStripe has compromised with the complainant by offering to reassess the reserve at days, rather than daysThe complainant is also able to log into their Stripe account and process refunds to these customers then recharge their customer with another processor if they need these funds before the end of the reserve

This is the worst company everI cannot believe what they are able to get away with treating their customers so terribly and having honestly the worst customer service that I have ever experiencedOnce they take your money they basically leave you with "sorry, that sucks" to any problems that you have and you are unable to even call them to speak with a human being, it is all by email and from obviously untrained employeesBeware, I would not be surprised if they were to get investigated from Federal Agencies soonSeeing other reviews of equally disappointed customers take this as a warning and DO NOT USE THIS COMPANY

Initial Business Response /* (1000, 5, 2014/12/25) */
On April this complainant copied Stripe support on an email she sent to Spicy Subscriptions requesting a refund for all subscription fees chargedFinancial records indicate Ms*** was charged three times for three distinct,
separate transactions:
$on 4/7/22:51:
$on 4/7/22:58:
$on 4/7/23:18:
The timestamps and differing amounts demonstrate that these were not duplicate charges resulting from a processing error, but three separate and distinct charges, which may have been made accidentally by the complainantWe see no charge attempts on April 7th in addition to the three noted - no data supports attempts
Stripe provides payment processing services for thousands of businesses but is not a consumer-facing product, like PayPalThe complainant is not a Stripe user herself and Stripe has no direct relationship with herThe complainant purchased a subscription from the business in question and requested a refund of all three successful charges; in an email sent to us by Ms***, Spicy Subscriptions agreed to refund the two $charges immediately, and did so on April 8, 2014, which is a prompt customer service responseSpicy Subscriptions did not refund the $despite Ms***'s request, and she reached out to Stripe
In the course of correspondence with Stripe's support team, it was explained that Stripe is unable to take action to refund on behalf of our users, to whom we provide processing services, but our users are expected to process refunds in accordance with their Terms of Service if requested, and if they don't, the card holder can dispute the payment with their card companyWe recommended at that time that Ms*** contact her bank directly to dispute the $charge, but as this charge still stands it appears she did not choose to do so
Spicy Subscriptions had responded to Ms*** on 4/8/that they were keeping her subscription active; Ms*** responded to them that she no longer wished to use their services, but whether Spicy Subscriptions responded further we do not know - Ms*** did not reach out to Stripe again after this timeIt appears that Spicy Subscriptions did attempt to renew the subscription on December 8th, as their email to Ms*** indicated that they wouldFrom their website, Spicy Subscriptions requests that cancellation be provided by writing to ***@spicysubscriptions.com
Stripe has processed no successful payments from Spicy Subscriptions to the complainant's card since April 7, Her bank has declined all charge attempts this monthThe complainant is seeking action from Stripe that rightfully belongs to her bank - if the merchant does not provide a timely refund in accordance with their refund policy/Terms of Service, or charges for a subscription after the customer has canceled (again, in accordance with cancellation policies/Terms of Service) the remedy is for the cardholder to contact their bank to dispute the chargeStripe advised this action on April 9th,
Regarding the complainant's balance issues with Spicy Subscriptions, we must again recommend seeking remedy directly from this merchant or with Ms***'s bank via the dispute processStripe has no knowledge of the complainant's account or communications with Spicy Subscriptions - our knowledge regards charges made to the complainant's credit card, and we confirm no successful charge from this merchant since April 7,
Initial Consumer Rebuttal /* (3000, 7, 2015/01/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
transactions are what were completed successfullymore transactions were attempted to be processed and declined as there was no money left in my accountThere was a software error on their vendors site for different subscription options for and As their vendor had a problem with their submit button giving me no confirmation number, only emails later resulted in different chargedI was also emailed about order process attempts that started decliningFor my November box that spicy subscriptions has refused to quit sending they send me again another email that my cancelled card has declinedTherefore they are continuing to attempt charges when I told them the day the order was placed that there was an error and I never intended to sign up for a 200$ subscription or have my bank account wiped outTrying to bind me to a contract after this company left me with no money in my account for a week from a website error on their page is poor business practiceAnd unlike this man is claiming, the company is continuing to attempt transactions on my cancelled card as of one month ago
Final Business Response /* (4000, 9, 2015/01/08) */
We've disclosed to this complainant numerous times that Stripe is unable to provide refunds on behalf of our merchants - (As indicated in our terms of service: https://stripe.com/us/terms)Stripe enters into a contractual agreement with its users - the Stripe merchants, not end usersThus, even though Stripe maintains no specific duty to the complainant, on numerous occasions Stripe employees have suggested that she reach out to her own banking institution to dispute the charges, she's receiving from Spicy Subscriptions, if she believes them to be illegitimateIt is the complainant's bank that is in the position to disengage the billing cycle she receives from this merchant
Additionally, Stripe has processed no successful payments from Spicy Subscriptions to the complainant's card since April 7, Her bank has declined all charge attempts this monthThe complainant is seeking action from Stripe that rightfully belongs to her bank - if the merchant does not provide a timely refund in accordance with their refund policy/Terms of Service, or charges for a subscription after the customer has canceled (again, in accordance with cancellation policies/Terms of Service) the remedy is for the cardholder to contact their bank to dispute the chargeStripe advised this action on April 9th,
Regarding the complainant's balance issues with Spicy Subscriptions, we must again recommend seeking remedy directly from this merchantStripe has no knowledge of the complainant's account or communications with Spicy Subscriptions - our knowledge regards charges made to the complainant's credit card, and we confirm no successful charge from this merchant since April 7,
Finally, if the complainant would like to dispute charges that she's received from Spicy Subscriptions, she should avail herself of the dispute process available at her bank/financial institutionShe claims many times that these charges were made in error and authorized, and if that is the case, she should bring this information to her bank to dispute these charges as unauthorized

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.e
the 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

Initial Business Response /* (1000, 8, 2015/07/29) */
As mentioned in our email on 9th July, Stripe noticed that the Complainant was entering a number of charges manually through the dashboard., with customers providing their credit card information via
the Complainant's website or through
one of the invoicing applications that integrate with Stripe: https://stripe.com/docs/integrations
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 Service
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 balance of the Complainant's account is currently subject to a reserve and will be held until October 7thWe're legally obligated as per our agreements with our banking partners to hold a full reserve of those funds
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, 11, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I said earlier...the representative told me that they did not want me to manually run credit cards and were holding up my payments and I then told them my son would set this up through a websiteThey indicated that they release my funds and then I told them that I just had one more to run through then all the others would be through the siteWHY...did they not say...don't run anymore throughThen the suspended my account and said that my type business was high riskI told them that my program that I sell could not be high risk since I have on my contracts that there is no return once you purchase the programReason...this is over pages of suppliers names and addressesSomeone could buy my program, make copies and return the program that I spent years buildingSo..this is a lower risk than someone purchasing a $itemYou can also go on line and see what others are saying about Stripe....as you know through Revdex.com on there credit ratingPaypal just got buster for the same corruption as this companyI also mentioned to you, and Revdex.com mentioned to me that I would be happy to talk to the News MediaSomeone needs to represent these people that have been damaged by this companyCan you put me in touch with themRemember...they should have at least told me that I should not run the second billing throughI can document this in there emailsAgain...please set me up with the News Media
***
Final Business Response /* (4000, 13, 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 that the Complainant was entering a number of charges manually through the dashboardOn July 9th, 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
The balance of the Complainant's account is currently subject to a reserve and will be held until October 7thWe're legally obligated as per our agreements with our banking partners to hold a full reserve of those funds
While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data
Final Consumer Response /* (4200, 15, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again...I told them I was going to run a invoice manually and if they were not going to do this they should have told meKeeping the one invoice I could live with, however scamming me on the second one is not professionalI have emails to back this upAgain...if you read all the complaints on this company for doing the same thing you would understandThese are the type companies that need to be exposedI had mentioned to you before to have someone from the News Media to interview me

Initial Business Response /* (1000, 5, 2015/09/28) */
Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawOne of these constraints is that we cannot process payments that appear to be unauthorized by the owner of the
charged cardDuring a routine review of the complainant's account on September 15th, 2015, it came to our attention that a number of the attempted charges appeared to be unauthorized by the owners of the related cards, and so we were obliged to stop processing payments and restrict manual refunds from this account
Stripe notified the complainant of these restrictions on September 15thDuring the following week we received a number of emails from the complainant providing additional information about the charges involvedWe reviewed all of the information provided and concluded that we would in fact be able to continue processing payments for their businessThis review was completed on September 28th, the duplicate charge for Elena Sverdlova was immediately refunded, and the complainant was informed that we would be able to continue processing payments as soon as they updated the URL associated with their account
Initial Consumer Rebuttal /* (2000, 7, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company refunded money per our request
Once website is live we provide details to stripe to process cards in the future

Complaint: ***I am rejecting this response because:
Stripe claims they sent emails that were not responded to, we did not receive those mentioned emails.
The terms of service mentioned by Stripe are not only encouraging criminal behavior, but allow any vendors using their service to be at a major risk of financial lossThis is not a legitimate business practice and greatly affects small business owners. Sincerely,*** ***

After further review of dashboard activity around the date of the chargebacks in question, Stripe agrees to adjust the
complainant's account in the amount of $***. This adjustment is to cover the cost of chargeback fees from charges made
around the time of the incident in reference. The complainant can see this adjustment by logging in to their Stripe dashboard
and checking their Balance page

Initial Business Response /* (1000, 10, 2015/08/11) */
The transfers in the account were being held because we were unable to verify the URL to the website for the complainant's businessThe URL we had on file did not existOur financial partners require us to thoroughly review accounts
and verify the identity of every user on our platformWe instructed the account owner to give us an updated URL
When the user did provide an updated URL on July 10th, it was under construction, so we could not verify it eitherWe encouraged the user to link their Linkedin profile on July 16th, however they did not do so, and in fact on July 26th they shut down their account
This user also had an extremely high level of chargebacks in a short amount of time, leading us to begin shutting down their account as it presented a level of risk we are unable to accept
The user claims that they took the necessary measures to combat fraud, however after routine review we see that for all charges marked as fraudulent, the user failed to account for the fact AVS and CVC checks failed -- very straightforward signs of fraudulent charges
In the end, this user is accumulating a very large negative balance due to the number of chargeback's they are still receiving

Initial Business Response /* (1000, 5, 2015/11/18) */
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 ariseThis type of review is sometimes necessary when a merchant processes an unusually large transaction, as the complainant did
On November 12th, we contacted the complainant about a large payment on their accountWe requested an invoice or other documentation to make sure the details of the charge were correctThe complainant responded later that day with the documentation
We responded to their submission with a message letting the complainant know we were reviewing the information provided on November 14th
On November 17th, we reached out to the complainant to let them know that we had finished reviewing their information and they would be able to receive transfers againThe transaction mentioned has been processed and the complainant has transfers in transit
There was a five-day period in between when the complainant submitted their documentation and when we were able to review itWe would like to sincerely apologize for this delay in releasing the complainant's transfers
These precautionary measures are vital to our business, but in this case there was a delay in reviewing the complainant's informationIf the complainant has any issues or questions we can help with as they continue to process with Stripe, we will do everything possible to respond quickly

Initial Business Response /* (1000, 5, 2015/03/23) */
To fulfill its legal and regulatory obligations, Stripe must obtain a valid Tax ID from each userAny issue with providing this does not have an immediate affect on a user's ability to accept charges through Stripe -- it simply must be
done within a reasonable amount of time or Stripe may pause transfers in the futureThere is no action required on Stripe's part to finalize this process or complete account setup
This user, provided a valid tax identification number the same day this complaint was filed, and a Stripe representative had also contacted them the same day, March 12th, to explain the situationDuring this contact the Stripe representative explained their account was in good standing and this was not cause for concern
Initial Consumer Rebuttal /* (2000, 7, 2015/03/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Issue is resolvedThey contacted meThe lack of ability to contact the business and their slow reply time is still a major concern for doing businessBut problem was solvedThank 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, 2015/03/02) */
After reviewing the user's submitted information and website, Stripe sent out an email to the customer on Feb5, explaining that we can only support users with a low risk of customer disputes, as his site presented a higher level of
risk than we can currently supportWe ceased support of the user's account in accordance with our terms of service: https://stripe.com/us/terms#termination-and-other-legal-terms
We also mentioned that due to an elevated dispute risk, we have to put his balance on reserve for the next days, which is the industry-standard window and in accordance with our terms (https://stripe.com/us/terms#payout-schedule)
During this period, the funds will help cover any refunds or disputes that come in, and the remaining balance will transfer to the user's bank account when the window closesTherefore, once this day period is over, the customer will receive the remaining funds
The user also wrote in on Feb23, and we responded on Feb25, re-iterating the status of his account, including information about the day reserve period
Initial Consumer Rebuttal /* (3000, 7, 2015/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My site is not high risk its ssl it does not sale to the public it sells to employees of oursWe are 100% state and federal registered and been in business for years and we are high risk? you accepted sever other payments when the first big one rolled in u guys take it so you can make money off itI WILL PURSUE WILL LEGAL ACTION AS I SEEN DAYS 60DAYS AND 90DAYS THAT YOU HAVE HELD MONEY FOR OTHER PEOPLE YOUR TERMS SAY TEMPORARY AND TEMPORARY IS NOT DAYS
Final Business Response /* (4000, 9, 2015/03/09) */
While Stripe never wants to turn away businesses, we did find that there was an elevated risk in processing payments for this businessTo be clear, this does not have to do with whether the site is served via SSL, but rather pertained to information we had about the payments themselves
As the user has been advised, Stripe has the discretion to set the terms of the Reserve Amount; due to the elevated risk for chargebacks we elected to set that reserve for days, as this is the industry-standard windowOn March 3rd, Stripe did convey via email that the hold on the funds was indeed in accordance with our Terms of Service:
- https://stripe.com/us/terms#reserves
While we can certainly appreciate any frustration in the length of time involved in the hold, this is not an indefinite hold and once that period of time has passed *** any chargebacks, those funds will be transferred to the user's linked bank accountIt is also worth noting that the user does have the option to refund the payment that is being held, and are welcome to make alternative arrangements for payment with their customer outside of Stripe
Final Consumer Response /* (4200, 11, 2015/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
why is it for me and to for others bs I have no chargebacks just release my money

Initial Business Response /* (1000, 5, 2015/02/25) */
During the course of a routine human review on February 16, 2015, Stripe emailed the complainant because their website appeared to be downStripe paused transfers until receiving an updated URLThe complainant provided this by email,
and Stripe updated the URL on record on February On February 21, transfers were reenabled during a human review of this new informationHowever, that same review determined that the complainant's account presented a higher level of risk than Stripe can currently support, and therefore Stripe emailed the complainant to report that Stripe would stop processing payments for the account on February Per transfer schedule, Stripe transferred the $1,on February Stripe paid another transfer on February 25, by which the complainant has received all funds processed to date on Stripe
Initial Consumer Rebuttal /* (2000, 7, 2015/02/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company completed and transferred transactions as promised
Thank you