We are open to continuing to work with the complainant through our official channelsOur last message to the complainant was [redacted] **, and we have not yet received a response
Complaint: [redacted] I am rejecting this response because: I appreciate the refund but the matter is still open and the impact to both companies could continue to cause financial impact The request is simple: PICK UP THE PHONE AND CALL US!!!!!! We want this mess resolved Stop pretending that email is communication You have proven beyond a reasonable doubt that it is not [redacted] days later and still a mess!!!!!!! PICK UP THE PHONE!!Sincerely, [redacted] If I do not pick up, leave a message saying when you will call back and I will rearrange my schedule or better yet, be polite and professional and send me a calendar item [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/01/01) */ Stripe processes credit cards for thousands of businesses online (https://stripe.com/gallery)It looks like the complainant made a payment on one of these businesses' sites, and for some reason Stripe's details have shown up instead of the merchant's on the complainant's credit card statement As of today, 1/1/2016, the complainant has not reached out to [redacted] @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 issueIf the complainant does not receive a satisfactory response from the merchant, as it appears she has not, then we would typically recommend filing a dispute for the charge with the credit card company used for the transactionWe've also re-reviewed this company's account with Stripe and taken the appropriate action We would be happy to answer any questions that the complainant might have at [redacted] @stripe.com Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thanks for your replyI have attempted to contact the vendor (the new fitness life) again and I've contacted my credit card company as wellI'll forward to your support mailbox in hopes you can help me get my money backThanks again
Initial Business Response / [redacted] (1000, 7, 2015/03/25) */ On March 21st, the user wrote to Stripe to request assistance logging into his accountOn Monday, March 23rd, Stripe support responded to the user, scheduling a call to verify his identity and re-enable loginLater on the same day, we were able to contact the user and resolve the login issueAs our records show, the last message the user sent us thank our representative for her assistance, to which the representative sent one last message asking the user to reach out if he was in need of further assistance At this time, we have received no further correspondence from the user, and it appears that the issue has been resolved Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/03/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Stripe did respond to me through emailAfter a few additional emails, a Stripe representative called me and resolved the issue
Whenever the Terms of Service is updated, Stripe posts a banner the user's dashboard, such as the one below:"We've updated our Services Agreement to make it more consistent and better reflect the new products we've launched." This banner includes a link to the new Terms of Service so that it can be reviewed accordinglyIf a user disagrees with any changes, they are welcome to terminate service with usWith that being said, previous iterations of the Terms of Service hold the complainant liable for any chargebacks that occur on their account
The Complainant's funds were transferred to them as of October 19, It may take the Complainant's bank a few days to post the fundsIf the Complainant still does not see the payout in their bank account, they should contact their bank with the following trace number: [redacted]
We have e-mailed the complainant directly, identifying our payout to their bank account The closing of this account is in accordance with the following section of the Stripe Terms of ServiceStripe's 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 Stripe is 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 dataFor 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 / [redacted] (1000, 5, 2016/03/16) */ The complainant initially contacted Stripe on February 19th, in response to a call that was received from CitibankIn the call, the complainant was informed that a Citibank customer had a charge they did not recognizeWe responded by letting the complainant know that it may be worth it to find the charge in question and issue a refund to preempt a chargebackThe complainant responded by letting us know "There were a lot of fishy things about the call from the bank." and that the only information given about the charge was that it occurred on February 15th, We then recommended that the complainant reach out to the bank for more information and that it may be worth it to mark the payment as fraudulent in the dashboard and refund itWe completely understand the hesitation to refund an order and mark it as fraudulent without having more details, however, there was only one charge on February 15thThis charge was the one that ended up being disputed On February 27th, the only charge from February 15th was disputedThe same day, the complainant reached out to Stripe asking how to refund the disputed charge and avoid the $chargeback feeThe complainant was advised that this is not possible unless the customer withdraws the dispute with the bankThe complainant responded and told us he does not have any information about the customerOur support team investigated this and found that the complainant was using a third party integration to connect to StripeIn these instances, Stripe only receives the information that the integration passes to usWe make that information available via the dashboardThe complainant was advised to reach out to the company who made the integration to ask for more information On March 3rd, the complainant contacted us again with correspondence from the third party integrationThis correspondence detailed that the email address the customer provided was likely a fraudulent one and contacting it would not likely reach the actual cardholderThe complainant was informed that there is no way to know the name of the actual cardholder and then provided with an IP address and order information related to the only charge on February 15thThe complainant was then advised to submit evidence for this dispute through StripeNo evidence was submittedWhile evidence can be submitted late, this is not guaranteed to be considered by the cardholder's bank We completely understand how frustrating it is to not be able to contact banks directly regarding disputesOur hands are truly tied when it comes to this as the banks will only directly communicate with each other and the process is quite rigid Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I take credit card fraud seriously, and wanted to pursue a resolution in the most expeditious manner possible, I e-mailed Stripe requesting a phone number in order to contact Stripe and resolve the issue in the most efficient manner possible Nearly hours later, I received a response from Stripe stating "we don't typically provide phone support" Again, after much delay on Stripe's part, I was advised to provide evidence of some sortI'm not sure what evidence Stripe is referring toStripe processes the credit cards, yet has failed to provide any credit card or customer informationI was referred to the disputing bankAgain, through a series of delayed e-mail responses from Stripe, Stripe provided me with the following: "it's not actually possible to communicate directly about a dispute with anyone at your customer's bank." I'm expected to resolve the issue directly with the disputing bank, yet, according to Stripe, it is not actually possible to contact anyone at the bank I'm expected to provide "evidence" in regards to a disputed charge, yet Stripe has failed to provide any credit card or customer information Stripe's response has been "banks will only directly communicate with each other"This apparently isn't true, as Stripe was able to contact my bank and remove $from my account without my permission Stripe has repeatedly provided contradictory and inaccurate informationStripe has also created several barriers to being able to actually resolve these issues in an efficient and accurate manner Viewing multiple similar complaints on the Revdex.com website, it is apparent that Stripe has demonstrated a pattern of regularly avoiding its ethical and, arguably, legal, obligation to its customers
Initial Business Response / [redacted] (1000, 5, 2015/11/27) */ Stripe's primary function is to process payments; we do not guarantee against fraudAlthough we offer our merchants the option of auto-declines for charges that fail the zip code and CVC checks, this is not 100% fraud proof The charges here were disputed and ruled in favour of the cardholder as their bank decided that the charge was not authorized by the cardholderThe complainant reached out to us on November 20th regarding fraudulent payments made on their Stripe accountWe replied later the following day informing them that the shipping address and zip code differed slightly from the verified zip code on the credit card used to make the payment in questionWe informed the complainant that it is very difficult to win a dispute if the shipping address differs from any of the card details, and it was most likely this difference that caused the bank to decide in the client's favour as this is most likely a case of stolen card information We also recommended that, if the complainant ever suspected a charge to be fraudulent in future, they should refund it immediately and not fulfill the orderIn doing this they will avoid a chargeback as disputes cannot be initiated against fully refunded chargesWe also offered the following guide with preventative measures: https://support.stripe.com/questions/avoiding-fraud-and-disputes As a matter of clarification, Stripe is not responsible for fraudulent charges processed by users' accountsMuch like the disputes process, we pass [redacted] relevant information (including the CVC, street check, and ZIP checks the user mentions in his complaint) to the card-issuing bank, who then authorize or decline the chargeWe have many fraud prevention measures in place, including allowing users the ability to refund suspicious payments even if they are authorized by the bankThese tools exist to help our users protect themselves Stripe is not in a position to cover the cost of disputed funds for our usersOur terms explicitly state that users are "immediately liable for to Stripe for the full amount of payment of the Chargeback plus any associated Fees, fines, expenses or penalties." Our terms further state that "Stripe [redacted] provide you with assistance including notifications and software to help you contest your ChargebacksWe do not assume any liability for our role or assistance in contesting Chargebacks." Our users accept these terms when they create their Stripe accountsMore information can be found in our terms of service, here: https://stripe.com/us/terms#chargebacks Saying that, we completely understand that disputes are a frustrating reality of accepting credit card payments, especially online, and it's a shame that this user was an unfortunate victim of these fraudulent attacksWe try to give our users the best chance to avoid these situations, but ultimately Stripe will not accept responsibility for fraudulent paymentsWe are currently in discussion with the complainant regarding ways to avoid disputes in future, and can always be contacted at [redacted] @stripe.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, Stripe is very negligent in the services provided to his clientsThere is absolutely no secure feature implemented in their system at allAny serious company will log you out after a certain period of inactivityYou can go to bed, or close your browser, and come back to your Stripe account without having to input any password Second , lets break down the reply from stripe: Statement 1: "Stripe's primary function is to process payments; we do not guarantee against fraudAlthough we offer our merchants the option of auto-declines for charges that fail the zip code and CVC checks, this is not 100% fraud proof" Stripe advertises itself as a company you can trust, when you land on their "Feature page", one of their key future at the bottom of their page is: "Proven fraud protection...Stripe actively works to protect your business from fraudulent charges and monitors suspicious transactions." Statement 2: "We informed the complainant that it is very difficult to win a dispute if the shipping address differs from any of the card details, and it was most likely this difference that caused the bank to decide in the client's favour as this is most likely a case of stolen card information." The merchants you work with and who trust you deserve a feature implemented in your website that warn them about possible fraud since stripe is the one who first have contact the buyer or credit/debit card informationIt should not be the other way aroundMost of the merchants are newbies who rely on your service because you sell yourself as a secure business Statement 3: "As a matter of clarification, Stripe is not responsible for fraudulent charges processed by users' accountsMuch like the disputes process, we pass [redacted] relevant information (including the CVC, street check, and ZIP checks the user mentions in his complaint) to the card-issuing bank, who then authorize or decline the charge" However on 11/11/Stripe responded to another complainant but stated the contrary "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." - See more at: http://www.Revdex.com.org/greater-san-francisco/business-reviews/payment-process...⇄ So which one is it? Stripe is simply trying to make excuses right and left like kids playing aroundThey don't have any real solution Stripe refuses to pass [redacted] information from bank or customer to me to further try to resolve the matter, I can't even reach out to the bank directlyWhen I ask for information to reach the bank directly this is the answer I got from stripe: "Unfortunately, I don't have further information to provide to you on this dispute's status or the reasons for your customer's bank decision, aside from what we provide in the dashboardI wish we were able to provide more transparency, but we're only able to share the information that we get from the bank as they work through the dispute on their end." What kind of middle man business is that? I don't even know for sure whether there was a dispute by a bankMaybe the merchants are being played around by Stripe themselvesI have had my business bank account closed so far because of Stripe's withdrawal and chargeback fees total $ I need Stripe to be held accountable for that amount and refund me ($includes all fees charged by bank) to repay the bank because the bank send my name to collection and I have to pay for something caused by StripeAnd also balance my Stripe account which is negative and still attempting to hit my bank account to withdraw more money based on this same matter Stripe screw my business, my name, my credit and they don't careYour sorry is not enough Final Business Response / [redacted] (4000, 9, 2015/12/22) */ We understand disputes are a frustrating part of running an online businessIn our most recent exchanges with the complainant on 11/24/and 11/25/15, we provided very specific feedback on the disputed charges and why the complainant lost the disputeWe are happy to answer any additional questions from the complainant should they email us back at [redacted] @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: [redacted] @stripe.comOutside of that, our Terms of Service are clear that responsibility for disputes and chargebacks lies with the complainant Complaint Response Date bumped because: Holiday Final Consumer Response / [redacted] (4200, 11, 2016/01/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Telling me why "you think" I lost the dispute is not a specific feedbackAs a middleman you should be able to provide me with all the specifics as to how the dispute was handled and how to reach the other parties involved, you withheld all information and keep speculatingI have no way of knowing whether or not there was a disputeI don't even know what bank was involved and if the card was indeed stolen, who was the real owner of the card Also, based on how Stripe is so negligent in allowing fraudulent transactions to take place, not providing the "secure" services they advertise, then masked themselves behind a frivolous "terms and Policy", the responsibility should be on stripeIt does not matter what your T&P says, if you fail to provide the service you advertise, you break your contract and therefore you are fully liable for these fraudulent transactionsYou advertise " Seamless Security: Stripe provide security and compliance without the headache..." That is what Stripe stated in your website, but you have absolutely no security feature implementedIf this issue is not resolved through Revdex.com, and I don't get all my money back my next step will be to take legal action and make sure you also pay for damagesSomeone obviously has to call you outYou hit the wrong targetOwn your failure or mistake Stripe
Initial Business Response / [redacted] (1000, 5, 2015/07/20) */ We appreciate the opportunity to follow up on this case with the complainant The complainant contacted Stripe on June to inquire about a dispute that was received on June A Stripe support specialist responded on that same day with information about handling charges that may be fraudulentThis unfortunately did not directly address the complainant's request for advice on responding to the dispute We reached out to the complainant again on July to ask for more information about additional disputes that they had receivedIn this email, we offered advice on addressing what seemed to be a pattern of fraud on their accountThis advice included ways to: + limit the risk of fraud on their account + secure their account + return funds in payment for the chargebacks associated with the disputes The complainant contacted Stripe again on July 8, at which time they requested information for handling the disputes directly with the credit card companies A second Stripe support specialist responded back on the same day to let them know that we could not provide the information that the complainant was requestingWe did not hear back from the complainant directly to let us now they needed more information We apologize for incorrectly assessing the user's request when they first reached out to us on June Unfortunately, we did not learn about their dissatisfaction until receiving this complaint On July 13, after receiving the complaint, Stripe support reached back out to the user to provide more comprehensive information about responding to disputes, and information about the specific disputes in questionIt's our hope that this information was helpful in clarifying the disputes in question To this date, the complainant has not returned funds for the disputed chargesWe would very much like to work with the user to explore options for repayment, as well as ways they can avoid similar disputes in the future
Initial Business Response / [redacted] (1000, 5, 2015/04/28) */ On April 26th, 2015, we contacted the complainant, informing him that we would no longer be able to support his businessWe are unable to accept payments for high risk businesses, such as businesses involved in drop shipping, as mentioned here: https://stripe.com/terms#prohibited-businesses 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 As of April 29th, Stripe will have transferred all funds owed to the complainant's bank accountThe complainant can view a record of this in their Stripe online dashboard Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, My Funds have begun regular activityPrompt (but generic) response, but not incorrect IF STRIPE would have picked up their response time this PROBABLY could have been avoided TOOK TOO LONG AND TOO MUCH to get a response
Below is Stripe's Response to the complaint submitted by [redacted] (herein referred to as the "Complainant") on [redacted] *** Stripe Overview As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept credit card payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account informationThis information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submission Merchants have control over what information is provided to Stripe – for credit card charges, this must minimally contain the card number and expiration dateMost merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required toIt is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account It is important to note that merchants identify the account into which funds are ultimately deposited through the Stripe management interface.Merchants consent to Stripe’s Services Agreement when establishing their accountA current version of the Stripe Services Agreement is available at https://stripe.com/us/legal [1] https://stripe.com/us/payments Merchant Account Overview The Complainant submitted an account with [redacted] **, under the name "SW-VW.COM" at http://sw-vw.comStripe processed payments for the account owner until [redacted] ***The Complainant deleted their account on [redacted] ***On [redacted] ***, [redacted] and [redacted] ***, three chargebacks were filed against the ComplainantAs these chargebacks accumulated, pursuant to the Complaint's agreement with Stripe and as described in further detail below, Stripe debited these funds from the ComplainantSpecifically, as further described below, we debited the amount that was charged back and a fee of $ [redacted] for each chargeback that we processed Detailed Account Activity On [redacted] ***, the Complainant emailed Stripe, asking for advice on how to contest the disputeA Stripe support agent then provided information to the Complainant about how to fight disputes and what the lifecycle of a dispute looks likeThe Complainant reached out again on [redacted] after their dispute was marked as lost to get additional information about why this occurredA Stripe support agent provided them with information regarding why the dispute was not resolved in their favorThis was the last communication Stripe had with the Complainant Dispute Resolution Terms Stripe charges a fee for providing the service outlined above (https://stripe.com/us/legal#fees-and-fines)This includes both fees per transaction as well as fees for other services, such as dispute resolutionFor US accounts, a merchant incurs a $ [redacted] dispute fee for each dispute submitted on a charge processed through Stripe's platform (https://stripe.com/docs/disputes/faq)We charge this because Stripe incurs fees and costs for each dispute filed against a merchantIf the dispute is resolved in the favor of the merchant,the $ [redacted] dispute fee is refunded to the merchant even though Stripe receives no reimbursement of fees and costs incurred in supporting the merchant with the dispute resolution process When a cardholder initiatesa dispute against a merchant using the dispute mechanisms provided by the cardholder's bank, Stripe provides tools for the user to submit evidence that illustrates that the charge was legitimateHowever, Stripe plays no role in the ultimate decision made on whether the chargeback is valid When a merchant signs up to use Stripe's services, the merchant agrees to be immediately liable for all disputes In specific, the Complainant's agreement with Stripe states: "When a Chargeback is issued, you are immediately liable to Stripe for the full amount of the transaction related to the Chargeback plus any associated Fees, fines, expenses or penalties (including those assessed by the Card Networks or our payment processors)You agree that Stripe may recover these amounts by debiting your Bank Account, debiting the Reserve Account, or setting off any amounts owed to you by usIf we are unable to recover funds related to a Chargeback for which you are liable, you will pay us the full amount of the Chargeback immediately upon demandWhere such amounts are not immediately paid to us, you agree to pay all costs and expenses, including without limitation attorneys’ fees and other legal expenses, incurred by or on behalf of us in connection with the collection of any unpaid Chargebacks unpaid by you." (see https://stripe.com/us/terms#chargebacks) For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account and the Complainant's claim for damages is baseless
Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms Since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn June 25th, 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 " [redacted] 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 / [redacted] (3000, 7, 2015/07/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The generic response from Stripe in no way explains why they won't transfer my last funds Stripe has given a generic response that I am sure is given to many other people when they have no explanation for holding fundsI do not care that they are closing my accountIn fact only TWO out of my many customers used the Stripe option It's a shame I had to come through Revdex.com to get some sort of response from StripeI have sent them over emails and I didn't even receive one reply from them I am guessing the "unauthorised" charge is in relation to the second customer, because the charges for the 1st customer was transferred successfuly to my account.The second customers payment is still being held by StripePlease remember these are the ONLY two customers who I accepted Stripe payments fromSo it would not be hard to get down to the bottom if thisStripe is clearly in the wrong and won't admit so.I also sent Stripe my passport [redacted] just a few hours before they shut down my account -Stripe : Transfer my last funds (which is very small might I add) - I also want to know WHAT VIOLATION HAVE I COMMITTED? Final Business Response / [redacted] (4000, 11, 2015/07/23) */ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAll users agree to and must comply with our terms when activating Stripe accountsOur Terms of Service are posted here: https://stripe.com/terms Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of ServiceIn particular, we noticed numerous unauthorized charges made on cardsOn June 25th, 2015, Stripe reached out to the complainant to advise them of our decision and the closing of the account Our terms very clearly state that Stripe " [redacted] 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 We have reviewed this account again in light of this complaint and can confirm that this user was in clear violation of our Terms of Service Final Consumer Response / [redacted] (4200, 13, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) STRIPE, do not lie on me! You only responded to me days ago telling me my emails to you have been lost! You are a big liar! There was only transactions on my Stripe accountDo not try and paint me in a bad light! I asked you to refund the customer which I'm hoping you have done so, since you said you will You tell me one thing in a private email and apologise to me, and on here you try and paint me in a bad light Shame on you! You will say anything to divert the blame from yourselvesI attached pictures of proof of yoi holding my customers moneyI did nothing wrong don't you dare blame me for anythingI will never use Stripe when buying from anyone and ill gladly never use you as a payment processorVery bad people, you have a long way to go!
Initial Business Response / [redacted] (1000, 5, 2015/03/24) */ On March 14th, Stripe sent an email to [redacted] ***, the full text of which is enclosed here: Hi ***, Stripe provides a service between banks and our users. In order to provide service to our users, we are urged by our banking partners... to keep an eye on all accounts that sign up for our services. We've noticed that you have processed charges that seem to be unauthorizedin order to make charges with credit and debit cards, the owner of the card must consent to the charge. Charges on your account do seem to lack this consent, which unfortunately means that we will no longer be able to offer service to www.whitepages.com/namefresno-ca/ [redacted] . I'm sorry that your Stripe service will be ending so abruptly, but unfortunately our hands are tied in this situation. Best, [redacted] After this email, we automatically refunded the $165 charge (the charge Mr. [redacted] mentions in his complaint) in full. The refund was sent and on March 17th at approximately 11AM. It's within expected behavior for refunds to take between 5-10 business days to be delivered to the card holder. All of this information is available to Mr. [redacted] by logging into his Stripe Dashboard and looking up the charge in question. Mr. [redacted] did not respond to our message sent on March 14th. We did not receive any other messages from his email address, either before or after his account was closed. For this reason, there is no evidence to suggest that Stripe has not fulfilled its obligation to both Mr. [redacted] and his client (to whom the refund was issued).
Initial Business Response / [redacted] (1000, 5, 2015/10/20) */ As a payment processor, Stripe can only support businesses that abide by the regulations of our banking partners and credit card networksWhen a new seller creates an account, its company representative consents to Stripe's Terms of Service before activating the accountIn addition, Stripe is required to ensure that all businesses it supports fully comply with its policies, which are posted here: https://stripe.com/terms As a company offering phone services, the complainant's business poses a clear violation of our Terms of ServiceWhile Stripe is continually working to expand the types of users that it can support, it has limited flexibility at this time Additionally, Stripe is unable to work with users with high customer dispute ratesAt the time of this writing, the complainant's dispute rate through Stripe exceeds the tolerable limitThese regulations are imposed by Stripe's banking partners and credit card networksAs a result of the merchant's business type and its associated dispute risk, Stripe was required to terminate the merchant's account on October 13th, At this time, Stripe has initiated the transfer of all remaining funds in the merchant's balance to their bank account, and the seller can expect to receive them in the coming daysIf there is anything else Stripe can clarify for the complainant, they can contact us at [redacted] @stripe.com
THE WORST COMPANY EVER!!!!! A CUSTOMER SCAMMED ME OUT OF $1,200!!!! I sell hair so I guess the person used someone else's card or something, RECIEVED the hair , then called their bank and said it was fraud. If you received the product how can you possibly do that?? So I contacted stripe and gave them ALL details, prove of shipping, prove of the customer receiving the package , the time and everything and all stripe said was sorry, you owe $1200. Now they harass me everyday about signing back into my account, so they can get $1200 from me that was STOLEN from me!!!! Why should I have to pay back the money that was stolen from me? I am now with PAYPAL, the way PayPal works , if you show prove of sending your item to the customer it is resolved in YOUR favor. EVER DO BUSINESS WITH STRIPE, THEY ARE SCAMMMERS!!!!!!!!!
To reiterate what was previously stated, we are not able to release the funds until the complainant is able to verify their ownership of the domainIn order to work with the complainant, Stripe has offered three distinct ways for the complainant to verify themselves as the owner of the domain: Find the email that was sent to the email address that is on the complainant's website with a code, and respond to our emails with that code so that we can see that the complainant does in fact have ownership of that email Change the contact email on their website to the email address that they use to log into their Stripe account to show that they can make edits to the site and therefore own the domain Complete adding the email address that is listed on their website as a team member Despite giving these options to the complainant several times, they are still unable to complete this verification and refuse to work with us in order to verify their accountWe are unable to release their funds until they do thisIf the complainant wishes to complete one of the steps above, they are welcome to email us at [email protected] so that we can verify them
Complaint: [redacted] I am rejecting this response because:..] There are several things Stripe, Inc have reported inarticulately, 1st- The customer did not report fraudulent activity or misuse of their card her name is [redacted] her contact phone # is [redacted] or [redacted] Stripe never contacted [redacted] or notified her that there was an issue to this dateNor did Stripe notify me that their was an issue with here paymentto date the website continues to change the deposit date and transfer of funds to me daily as of today it has been changed to 6/21/**I have made all contact with the customer to communicate I have not received funds from the merchant Stripe (please request documentation from Stripe, INC of such findings of unauthorized or fraudulent use of card from customer)Stripe has failed to communicate with me that [redacted] account has been closed as of date I still have login access (please request documentation of this notification/claim to have closed account)Currently the last contact from Stripe in regards to the account was that account was active and verified Sincerely,Tara Abdullah
Initial Business Response / [redacted] (1000, 5, 2015/03/13) */ During the course of a routine review on February 27th, Stripe emailed the complainant as their website appeared to be downComplainant was advised within this email that transfers would be delayed until we did receive a working link to review When a new seller opens an account they are required to provide a URL for their business, as per our Terms of Service (https://stripe.com/us/terms#company-descriptions-and-site-url)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 ariseOnce we are presented with an online presence to review, transfers can resume On March 4th the complainant began writing into Stripe inquiring as to why transfers had not been received, and a Razoo representative also wrote in, but due to an unfortunately high volume of support requests, there was a delay in responseOn March 5th, a Stripe representative replied to the complainant to explain that the URL that had originally been provided did not work, and asked for a working link so that Stripe could review the siteThe complainant then responded with two news articles about the fundraiser and questions regarding the transfer schedule, CC'ing a Razoo repUnfortunately, these links did not meet the requirement as they were external links to other websites and Stripe still required a URL for the fundraiser itself to review A continuing exchange between the Razoo rep and the complainant then followed throughout the day on March 5thDuring that exchange, at 1:47pm, the Razoo rep stated that they had hidden the URL for the fundraiser once it had endedAt 2:53pm a Razoo rep did then provide a working URL for the fundraiserThe complainant and Razoo rep continued the exchange into March 6th and 7th Stripe replied on March 9th, acknowledging that they had found the URL in one of these newly generated Razoo threads, and apologized for the oversight and delayStripe then did review the URL, approved the account and thus resuming transfers, as originally notedThe complainant was advised of this on the same day, and on March 10th the complainant was informed they would receive their next transfer on March 11th We do sincerely apologize for the confusion and for any delays the complainant has experienced Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response does not justify that this will not happen to someone else out there If Stripe wants to stay in business it needs to gain trust from its customers and offer problem resolution to its customers Stripe released funds one week later from scheduled transfer (after they are already holding funds and releasing first transfer after days)This is way to long, how can Stripe how someone else's money for so long without actual permission? Their website says they will respond withhin hours, but between first email and second it was daysThere is also no phone # to call to resolve any issues soonerStripe is partnered with Razoo which is fundraising website, those people are in need and should not be waiting on their funds for so longAlso it is not consumers fault that Razoo account needs to be deleted when fundraiser is overOnce account is deleted then of course the URL will not workAs a partner of Razoo, Stirpe should have reached our to Razoo (as they suggested them selves, and verified authenticity of Razoo account, instead Stripe decided to hold on fund transfer and wait for another week before releasing funds Stripe had no problem receiving funds thru Razoo's account for fundraiser, but then they had problem releasing those funds! Don't you see something wrong here? Be aware Stripe is trying to find various reasons to onto hold consumers funds as long as they can!
Below is Stripe's Response to the complaint submitted by Daniel [redacted] (herein referred to as the "Complainant") on March 26, 2018.Since last responding to the Complainant, two additional charges on the Complainant's account have been disputed as being fraudulent—leaving their balance at Stripe at -$and their dispute rate at 13.64%As the Complainant already owes Stripe $480.10, Stripe will not allow them to refund further charges and create more of a loss to Stripe as Stripe's attempt to debit their account for these funds failedAs a result, there are no further funds being held in the Complainant's reserve as all of them have been charged back.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
We are open to continuing to work with the complainant through our official channelsOur last message to the complainant was [redacted] **, and we have not yet received a response
Complaint: [redacted] I am rejecting this response because: I appreciate the refund but the matter is still open and the impact to both companies could continue to cause financial impact The request is simple: PICK UP THE PHONE AND CALL US!!!!!! We want this mess resolved Stop pretending that email is communication You have proven beyond a reasonable doubt that it is not [redacted] days later and still a mess!!!!!!! PICK UP THE PHONE!!Sincerely, [redacted] If I do not pick up, leave a message saying when you will call back and I will rearrange my schedule or better yet, be polite and professional and send me a calendar item [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/01/01) */ Stripe processes credit cards for thousands of businesses online (https://stripe.com/gallery)It looks like the complainant made a payment on one of these businesses' sites, and for some reason Stripe's details have shown up instead of the merchant's on the complainant's credit card statement As of today, 1/1/2016, the complainant has not reached out to [redacted] @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 issueIf the complainant does not receive a satisfactory response from the merchant, as it appears she has not, then we would typically recommend filing a dispute for the charge with the credit card company used for the transactionWe've also re-reviewed this company's account with Stripe and taken the appropriate action We would be happy to answer any questions that the complainant might have at [redacted] @stripe.com Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thanks for your replyI have attempted to contact the vendor (the new fitness life) again and I've contacted my credit card company as wellI'll forward to your support mailbox in hopes you can help me get my money backThanks again
Initial Business Response / [redacted] (1000, 7, 2015/03/25) */ On March 21st, the user wrote to Stripe to request assistance logging into his accountOn Monday, March 23rd, Stripe support responded to the user, scheduling a call to verify his identity and re-enable loginLater on the same day, we were able to contact the user and resolve the login issueAs our records show, the last message the user sent us thank our representative for her assistance, to which the representative sent one last message asking the user to reach out if he was in need of further assistance At this time, we have received no further correspondence from the user, and it appears that the issue has been resolved Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/03/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Stripe did respond to me through emailAfter a few additional emails, a Stripe representative called me and resolved the issue
Whenever the Terms of Service is updated, Stripe posts a banner the user's dashboard, such as the one below:"We've updated our Services Agreement to make it more consistent and better reflect the new products we've launched." This banner includes a link to the new Terms of Service so that it can be reviewed accordinglyIf a user disagrees with any changes, they are welcome to terminate service with usWith that being said, previous iterations of the Terms of Service hold the complainant liable for any chargebacks that occur on their account
The Complainant's funds were transferred to them as of October 19, It may take the Complainant's bank a few days to post the fundsIf the Complainant still does not see the payout in their bank account, they should contact their bank with the following trace number: [redacted]
We have e-mailed the complainant directly, identifying our payout to their bank account The closing of this account is in accordance with the following section of the Stripe Terms of ServiceStripe's 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 Stripe is 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 dataFor 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 / [redacted] (1000, 5, 2016/03/16) */ The complainant initially contacted Stripe on February 19th, in response to a call that was received from CitibankIn the call, the complainant was informed that a Citibank customer had a charge they did not recognizeWe responded by letting the complainant know that it may be worth it to find the charge in question and issue a refund to preempt a chargebackThe complainant responded by letting us know "There were a lot of fishy things about the call from the bank." and that the only information given about the charge was that it occurred on February 15th, We then recommended that the complainant reach out to the bank for more information and that it may be worth it to mark the payment as fraudulent in the dashboard and refund itWe completely understand the hesitation to refund an order and mark it as fraudulent without having more details, however, there was only one charge on February 15thThis charge was the one that ended up being disputed On February 27th, the only charge from February 15th was disputedThe same day, the complainant reached out to Stripe asking how to refund the disputed charge and avoid the $chargeback feeThe complainant was advised that this is not possible unless the customer withdraws the dispute with the bankThe complainant responded and told us he does not have any information about the customerOur support team investigated this and found that the complainant was using a third party integration to connect to StripeIn these instances, Stripe only receives the information that the integration passes to usWe make that information available via the dashboardThe complainant was advised to reach out to the company who made the integration to ask for more information On March 3rd, the complainant contacted us again with correspondence from the third party integrationThis correspondence detailed that the email address the customer provided was likely a fraudulent one and contacting it would not likely reach the actual cardholderThe complainant was informed that there is no way to know the name of the actual cardholder and then provided with an IP address and order information related to the only charge on February 15thThe complainant was then advised to submit evidence for this dispute through StripeNo evidence was submittedWhile evidence can be submitted late, this is not guaranteed to be considered by the cardholder's bank We completely understand how frustrating it is to not be able to contact banks directly regarding disputesOur hands are truly tied when it comes to this as the banks will only directly communicate with each other and the process is quite rigid Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I take credit card fraud seriously, and wanted to pursue a resolution in the most expeditious manner possible, I e-mailed Stripe requesting a phone number in order to contact Stripe and resolve the issue in the most efficient manner possible Nearly hours later, I received a response from Stripe stating "we don't typically provide phone support" Again, after much delay on Stripe's part, I was advised to provide evidence of some sortI'm not sure what evidence Stripe is referring toStripe processes the credit cards, yet has failed to provide any credit card or customer informationI was referred to the disputing bankAgain, through a series of delayed e-mail responses from Stripe, Stripe provided me with the following: "it's not actually possible to communicate directly about a dispute with anyone at your customer's bank." I'm expected to resolve the issue directly with the disputing bank, yet, according to Stripe, it is not actually possible to contact anyone at the bank I'm expected to provide "evidence" in regards to a disputed charge, yet Stripe has failed to provide any credit card or customer information Stripe's response has been "banks will only directly communicate with each other"This apparently isn't true, as Stripe was able to contact my bank and remove $from my account without my permission Stripe has repeatedly provided contradictory and inaccurate informationStripe has also created several barriers to being able to actually resolve these issues in an efficient and accurate manner Viewing multiple similar complaints on the Revdex.com website, it is apparent that Stripe has demonstrated a pattern of regularly avoiding its ethical and, arguably, legal, obligation to its customers
Initial Business Response / [redacted] (1000, 5, 2015/11/27) */ Stripe's primary function is to process payments; we do not guarantee against fraudAlthough we offer our merchants the option of auto-declines for charges that fail the zip code and CVC checks, this is not 100% fraud proof The charges here were disputed and ruled in favour of the cardholder as their bank decided that the charge was not authorized by the cardholderThe complainant reached out to us on November 20th regarding fraudulent payments made on their Stripe accountWe replied later the following day informing them that the shipping address and zip code differed slightly from the verified zip code on the credit card used to make the payment in questionWe informed the complainant that it is very difficult to win a dispute if the shipping address differs from any of the card details, and it was most likely this difference that caused the bank to decide in the client's favour as this is most likely a case of stolen card information We also recommended that, if the complainant ever suspected a charge to be fraudulent in future, they should refund it immediately and not fulfill the orderIn doing this they will avoid a chargeback as disputes cannot be initiated against fully refunded chargesWe also offered the following guide with preventative measures: https://support.stripe.com/questions/avoiding-fraud-and-disputes As a matter of clarification, Stripe is not responsible for fraudulent charges processed by users' accountsMuch like the disputes process, we pass [redacted] relevant information (including the CVC, street check, and ZIP checks the user mentions in his complaint) to the card-issuing bank, who then authorize or decline the chargeWe have many fraud prevention measures in place, including allowing users the ability to refund suspicious payments even if they are authorized by the bankThese tools exist to help our users protect themselves Stripe is not in a position to cover the cost of disputed funds for our usersOur terms explicitly state that users are "immediately liable for to Stripe for the full amount of payment of the Chargeback plus any associated Fees, fines, expenses or penalties." Our terms further state that "Stripe [redacted] provide you with assistance including notifications and software to help you contest your ChargebacksWe do not assume any liability for our role or assistance in contesting Chargebacks." Our users accept these terms when they create their Stripe accountsMore information can be found in our terms of service, here: https://stripe.com/us/terms#chargebacks Saying that, we completely understand that disputes are a frustrating reality of accepting credit card payments, especially online, and it's a shame that this user was an unfortunate victim of these fraudulent attacksWe try to give our users the best chance to avoid these situations, but ultimately Stripe will not accept responsibility for fraudulent paymentsWe are currently in discussion with the complainant regarding ways to avoid disputes in future, and can always be contacted at [redacted] @stripe.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, Stripe is very negligent in the services provided to his clientsThere is absolutely no secure feature implemented in their system at allAny serious company will log you out after a certain period of inactivityYou can go to bed, or close your browser, and come back to your Stripe account without having to input any password Second , lets break down the reply from stripe: Statement 1: "Stripe's primary function is to process payments; we do not guarantee against fraudAlthough we offer our merchants the option of auto-declines for charges that fail the zip code and CVC checks, this is not 100% fraud proof" Stripe advertises itself as a company you can trust, when you land on their "Feature page", one of their key future at the bottom of their page is: "Proven fraud protection...Stripe actively works to protect your business from fraudulent charges and monitors suspicious transactions." Statement 2: "We informed the complainant that it is very difficult to win a dispute if the shipping address differs from any of the card details, and it was most likely this difference that caused the bank to decide in the client's favour as this is most likely a case of stolen card information." The merchants you work with and who trust you deserve a feature implemented in your website that warn them about possible fraud since stripe is the one who first have contact the buyer or credit/debit card informationIt should not be the other way aroundMost of the merchants are newbies who rely on your service because you sell yourself as a secure business Statement 3: "As a matter of clarification, Stripe is not responsible for fraudulent charges processed by users' accountsMuch like the disputes process, we pass [redacted] relevant information (including the CVC, street check, and ZIP checks the user mentions in his complaint) to the card-issuing bank, who then authorize or decline the charge" However on 11/11/Stripe responded to another complainant but stated the contrary "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." - See more at: http://www.Revdex.com.org/greater-san-francisco/business-reviews/payment-process...⇄ So which one is it? Stripe is simply trying to make excuses right and left like kids playing aroundThey don't have any real solution Stripe refuses to pass [redacted] information from bank or customer to me to further try to resolve the matter, I can't even reach out to the bank directlyWhen I ask for information to reach the bank directly this is the answer I got from stripe: "Unfortunately, I don't have further information to provide to you on this dispute's status or the reasons for your customer's bank decision, aside from what we provide in the dashboardI wish we were able to provide more transparency, but we're only able to share the information that we get from the bank as they work through the dispute on their end." What kind of middle man business is that? I don't even know for sure whether there was a dispute by a bankMaybe the merchants are being played around by Stripe themselvesI have had my business bank account closed so far because of Stripe's withdrawal and chargeback fees total $ I need Stripe to be held accountable for that amount and refund me ($includes all fees charged by bank) to repay the bank because the bank send my name to collection and I have to pay for something caused by StripeAnd also balance my Stripe account which is negative and still attempting to hit my bank account to withdraw more money based on this same matter Stripe screw my business, my name, my credit and they don't careYour sorry is not enough Final Business Response / [redacted] (4000, 9, 2015/12/22) */ We understand disputes are a frustrating part of running an online businessIn our most recent exchanges with the complainant on 11/24/and 11/25/15, we provided very specific feedback on the disputed charges and why the complainant lost the disputeWe are happy to answer any additional questions from the complainant should they email us back at [redacted] @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: [redacted] @stripe.comOutside of that, our Terms of Service are clear that responsibility for disputes and chargebacks lies with the complainant Complaint Response Date bumped because: Holiday Final Consumer Response / [redacted] (4200, 11, 2016/01/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Telling me why "you think" I lost the dispute is not a specific feedbackAs a middleman you should be able to provide me with all the specifics as to how the dispute was handled and how to reach the other parties involved, you withheld all information and keep speculatingI have no way of knowing whether or not there was a disputeI don't even know what bank was involved and if the card was indeed stolen, who was the real owner of the card Also, based on how Stripe is so negligent in allowing fraudulent transactions to take place, not providing the "secure" services they advertise, then masked themselves behind a frivolous "terms and Policy", the responsibility should be on stripeIt does not matter what your T&P says, if you fail to provide the service you advertise, you break your contract and therefore you are fully liable for these fraudulent transactionsYou advertise " Seamless Security: Stripe provide security and compliance without the headache..." That is what Stripe stated in your website, but you have absolutely no security feature implementedIf this issue is not resolved through Revdex.com, and I don't get all my money back my next step will be to take legal action and make sure you also pay for damagesSomeone obviously has to call you outYou hit the wrong targetOwn your failure or mistake Stripe
Initial Business Response / [redacted] (1000, 5, 2015/07/20) */ We appreciate the opportunity to follow up on this case with the complainant The complainant contacted Stripe on June to inquire about a dispute that was received on June A Stripe support specialist responded on that same day with information about handling charges that may be fraudulentThis unfortunately did not directly address the complainant's request for advice on responding to the dispute We reached out to the complainant again on July to ask for more information about additional disputes that they had receivedIn this email, we offered advice on addressing what seemed to be a pattern of fraud on their accountThis advice included ways to: + limit the risk of fraud on their account + secure their account + return funds in payment for the chargebacks associated with the disputes The complainant contacted Stripe again on July 8, at which time they requested information for handling the disputes directly with the credit card companies A second Stripe support specialist responded back on the same day to let them know that we could not provide the information that the complainant was requestingWe did not hear back from the complainant directly to let us now they needed more information We apologize for incorrectly assessing the user's request when they first reached out to us on June Unfortunately, we did not learn about their dissatisfaction until receiving this complaint On July 13, after receiving the complaint, Stripe support reached back out to the user to provide more comprehensive information about responding to disputes, and information about the specific disputes in questionIt's our hope that this information was helpful in clarifying the disputes in question To this date, the complainant has not returned funds for the disputed chargesWe would very much like to work with the user to explore options for repayment, as well as ways they can avoid similar disputes in the future
Initial Business Response / [redacted] (1000, 5, 2015/04/28) */ On April 26th, 2015, we contacted the complainant, informing him that we would no longer be able to support his businessWe are unable to accept payments for high risk businesses, such as businesses involved in drop shipping, as mentioned here: https://stripe.com/terms#prohibited-businesses 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 As of April 29th, Stripe will have transferred all funds owed to the complainant's bank accountThe complainant can view a record of this in their Stripe online dashboard Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, My Funds have begun regular activityPrompt (but generic) response, but not incorrect IF STRIPE would have picked up their response time this PROBABLY could have been avoided TOOK TOO LONG AND TOO MUCH to get a response
Below is Stripe's Response to the complaint submitted by [redacted] (herein referred to as the "Complainant") on [redacted] *** Stripe Overview As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept credit card payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account informationThis information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submission Merchants have control over what information is provided to Stripe – for credit card charges, this must minimally contain the card number and expiration dateMost merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required toIt is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account It is important to note that merchants identify the account into which funds are ultimately deposited through the Stripe management interface.Merchants consent to Stripe’s Services Agreement when establishing their accountA current version of the Stripe Services Agreement is available at https://stripe.com/us/legal [1] https://stripe.com/us/payments Merchant Account Overview The Complainant submitted an account with [redacted] **, under the name "SW-VW.COM" at http://sw-vw.comStripe processed payments for the account owner until [redacted] ***The Complainant deleted their account on [redacted] ***On [redacted] ***, [redacted] and [redacted] ***, three chargebacks were filed against the ComplainantAs these chargebacks accumulated, pursuant to the Complaint's agreement with Stripe and as described in further detail below, Stripe debited these funds from the ComplainantSpecifically, as further described below, we debited the amount that was charged back and a fee of $ [redacted] for each chargeback that we processed Detailed Account Activity On [redacted] ***, the Complainant emailed Stripe, asking for advice on how to contest the disputeA Stripe support agent then provided information to the Complainant about how to fight disputes and what the lifecycle of a dispute looks likeThe Complainant reached out again on [redacted] after their dispute was marked as lost to get additional information about why this occurredA Stripe support agent provided them with information regarding why the dispute was not resolved in their favorThis was the last communication Stripe had with the Complainant Dispute Resolution Terms Stripe charges a fee for providing the service outlined above (https://stripe.com/us/legal#fees-and-fines)This includes both fees per transaction as well as fees for other services, such as dispute resolutionFor US accounts, a merchant incurs a $ [redacted] dispute fee for each dispute submitted on a charge processed through Stripe's platform (https://stripe.com/docs/disputes/faq)We charge this because Stripe incurs fees and costs for each dispute filed against a merchantIf the dispute is resolved in the favor of the merchant,the $ [redacted] dispute fee is refunded to the merchant even though Stripe receives no reimbursement of fees and costs incurred in supporting the merchant with the dispute resolution process When a cardholder initiatesa dispute against a merchant using the dispute mechanisms provided by the cardholder's bank, Stripe provides tools for the user to submit evidence that illustrates that the charge was legitimateHowever, Stripe plays no role in the ultimate decision made on whether the chargeback is valid When a merchant signs up to use Stripe's services, the merchant agrees to be immediately liable for all disputes In specific, the Complainant's agreement with Stripe states: "When a Chargeback is issued, you are immediately liable to Stripe for the full amount of the transaction related to the Chargeback plus any associated Fees, fines, expenses or penalties (including those assessed by the Card Networks or our payment processors)You agree that Stripe may recover these amounts by debiting your Bank Account, debiting the Reserve Account, or setting off any amounts owed to you by usIf we are unable to recover funds related to a Chargeback for which you are liable, you will pay us the full amount of the Chargeback immediately upon demandWhere such amounts are not immediately paid to us, you agree to pay all costs and expenses, including without limitation attorneys’ fees and other legal expenses, incurred by or on behalf of us in connection with the collection of any unpaid Chargebacks unpaid by you." (see https://stripe.com/us/terms#chargebacks) For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account and the Complainant's claim for damages is baseless
Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms Since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn June 25th, 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 " [redacted] 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 / [redacted] (3000, 7, 2015/07/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The generic response from Stripe in no way explains why they won't transfer my last funds Stripe has given a generic response that I am sure is given to many other people when they have no explanation for holding fundsI do not care that they are closing my accountIn fact only TWO out of my many customers used the Stripe option It's a shame I had to come through Revdex.com to get some sort of response from StripeI have sent them over emails and I didn't even receive one reply from them I am guessing the "unauthorised" charge is in relation to the second customer, because the charges for the 1st customer was transferred successfuly to my account.The second customers payment is still being held by StripePlease remember these are the ONLY two customers who I accepted Stripe payments fromSo it would not be hard to get down to the bottom if thisStripe is clearly in the wrong and won't admit so.I also sent Stripe my passport [redacted] just a few hours before they shut down my account -Stripe : Transfer my last funds (which is very small might I add) - I also want to know WHAT VIOLATION HAVE I COMMITTED? Final Business Response / [redacted] (4000, 11, 2015/07/23) */ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAll users agree to and must comply with our terms when activating Stripe accountsOur Terms of Service are posted here: https://stripe.com/terms Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of ServiceIn particular, we noticed numerous unauthorized charges made on cardsOn June 25th, 2015, Stripe reached out to the complainant to advise them of our decision and the closing of the account Our terms very clearly state that Stripe " [redacted] 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 We have reviewed this account again in light of this complaint and can confirm that this user was in clear violation of our Terms of Service Final Consumer Response / [redacted] (4200, 13, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) STRIPE, do not lie on me! You only responded to me days ago telling me my emails to you have been lost! You are a big liar! There was only transactions on my Stripe accountDo not try and paint me in a bad light! I asked you to refund the customer which I'm hoping you have done so, since you said you will You tell me one thing in a private email and apologise to me, and on here you try and paint me in a bad light Shame on you! You will say anything to divert the blame from yourselvesI attached pictures of proof of yoi holding my customers moneyI did nothing wrong don't you dare blame me for anythingI will never use Stripe when buying from anyone and ill gladly never use you as a payment processorVery bad people, you have a long way to go!
Initial Business Response / [redacted] (1000, 5, 2015/03/24) */ On March 14th, Stripe sent an email to [redacted] ***, the full text of which is enclosed here: Hi ***, Stripe provides a service between banks and our users. In order to provide service to our users, we are urged by our banking partners... to keep an eye on all accounts that sign up for our services. We've noticed that you have processed charges that seem to be unauthorizedin order to make charges with credit and debit cards, the owner of the card must consent to the charge. Charges on your account do seem to lack this consent, which unfortunately means that we will no longer be able to offer service to www.whitepages.com/namefresno-ca/ [redacted] . I'm sorry that your Stripe service will be ending so abruptly, but unfortunately our hands are tied in this situation. Best, [redacted] After this email, we automatically refunded the $165 charge (the charge Mr. [redacted] mentions in his complaint) in full. The refund was sent and on March 17th at approximately 11AM. It's within expected behavior for refunds to take between 5-10 business days to be delivered to the card holder. All of this information is available to Mr. [redacted] by logging into his Stripe Dashboard and looking up the charge in question. Mr. [redacted] did not respond to our message sent on March 14th. We did not receive any other messages from his email address, either before or after his account was closed. For this reason, there is no evidence to suggest that Stripe has not fulfilled its obligation to both Mr. [redacted] and his client (to whom the refund was issued).
Initial Business Response / [redacted] (1000, 5, 2015/10/20) */ As a payment processor, Stripe can only support businesses that abide by the regulations of our banking partners and credit card networksWhen a new seller creates an account, its company representative consents to Stripe's Terms of Service before activating the accountIn addition, Stripe is required to ensure that all businesses it supports fully comply with its policies, which are posted here: https://stripe.com/terms As a company offering phone services, the complainant's business poses a clear violation of our Terms of ServiceWhile Stripe is continually working to expand the types of users that it can support, it has limited flexibility at this time Additionally, Stripe is unable to work with users with high customer dispute ratesAt the time of this writing, the complainant's dispute rate through Stripe exceeds the tolerable limitThese regulations are imposed by Stripe's banking partners and credit card networksAs a result of the merchant's business type and its associated dispute risk, Stripe was required to terminate the merchant's account on October 13th, At this time, Stripe has initiated the transfer of all remaining funds in the merchant's balance to their bank account, and the seller can expect to receive them in the coming daysIf there is anything else Stripe can clarify for the complainant, they can contact us at [redacted] @stripe.com
THE WORST COMPANY EVER!!!!! A CUSTOMER SCAMMED ME OUT OF $1,200!!!! I sell hair so I guess the person used someone else's card or something, RECIEVED the hair , then called their bank and said it was fraud. If you received the product how can you possibly do that?? So I contacted stripe and gave them ALL details, prove of shipping, prove of the customer receiving the package , the time and everything and all stripe said was sorry, you owe $1200. Now they harass me everyday about signing back into my account, so they can get $1200 from me that was STOLEN from me!!!! Why should I have to pay back the money that was stolen from me? I am now with PAYPAL, the way PayPal works , if you show prove of sending your item to the customer it is resolved in YOUR favor. EVER DO BUSINESS WITH STRIPE, THEY ARE SCAMMMERS!!!!!!!!!
To reiterate what was previously stated, we are not able to release the funds until the complainant is able to verify their ownership of the domainIn order to work with the complainant, Stripe has offered three distinct ways for the complainant to verify themselves as the owner of the domain: Find the email that was sent to the email address that is on the complainant's website with a code, and respond to our emails with that code so that we can see that the complainant does in fact have ownership of that email Change the contact email on their website to the email address that they use to log into their Stripe account to show that they can make edits to the site and therefore own the domain Complete adding the email address that is listed on their website as a team member Despite giving these options to the complainant several times, they are still unable to complete this verification and refuse to work with us in order to verify their accountWe are unable to release their funds until they do thisIf the complainant wishes to complete one of the steps above, they are welcome to email us at [email protected] so that we can verify them
Complaint: [redacted] I am rejecting this response because:..] There are several things Stripe, Inc have reported inarticulately, 1st- The customer did not report fraudulent activity or misuse of their card her name is [redacted] her contact phone # is [redacted] or [redacted] Stripe never contacted [redacted] or notified her that there was an issue to this dateNor did Stripe notify me that their was an issue with here paymentto date the website continues to change the deposit date and transfer of funds to me daily as of today it has been changed to 6/21/**I have made all contact with the customer to communicate I have not received funds from the merchant Stripe (please request documentation from Stripe, INC of such findings of unauthorized or fraudulent use of card from customer)Stripe has failed to communicate with me that [redacted] account has been closed as of date I still have login access (please request documentation of this notification/claim to have closed account)Currently the last contact from Stripe in regards to the account was that account was active and verified Sincerely,Tara Abdullah
Initial Business Response / [redacted] (1000, 5, 2015/03/13) */ During the course of a routine review on February 27th, Stripe emailed the complainant as their website appeared to be downComplainant was advised within this email that transfers would be delayed until we did receive a working link to review When a new seller opens an account they are required to provide a URL for their business, as per our Terms of Service (https://stripe.com/us/terms#company-descriptions-and-site-url)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 ariseOnce we are presented with an online presence to review, transfers can resume On March 4th the complainant began writing into Stripe inquiring as to why transfers had not been received, and a Razoo representative also wrote in, but due to an unfortunately high volume of support requests, there was a delay in responseOn March 5th, a Stripe representative replied to the complainant to explain that the URL that had originally been provided did not work, and asked for a working link so that Stripe could review the siteThe complainant then responded with two news articles about the fundraiser and questions regarding the transfer schedule, CC'ing a Razoo repUnfortunately, these links did not meet the requirement as they were external links to other websites and Stripe still required a URL for the fundraiser itself to review A continuing exchange between the Razoo rep and the complainant then followed throughout the day on March 5thDuring that exchange, at 1:47pm, the Razoo rep stated that they had hidden the URL for the fundraiser once it had endedAt 2:53pm a Razoo rep did then provide a working URL for the fundraiserThe complainant and Razoo rep continued the exchange into March 6th and 7th Stripe replied on March 9th, acknowledging that they had found the URL in one of these newly generated Razoo threads, and apologized for the oversight and delayStripe then did review the URL, approved the account and thus resuming transfers, as originally notedThe complainant was advised of this on the same day, and on March 10th the complainant was informed they would receive their next transfer on March 11th We do sincerely apologize for the confusion and for any delays the complainant has experienced Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response does not justify that this will not happen to someone else out there If Stripe wants to stay in business it needs to gain trust from its customers and offer problem resolution to its customers Stripe released funds one week later from scheduled transfer (after they are already holding funds and releasing first transfer after days)This is way to long, how can Stripe how someone else's money for so long without actual permission? Their website says they will respond withhin hours, but between first email and second it was daysThere is also no phone # to call to resolve any issues soonerStripe is partnered with Razoo which is fundraising website, those people are in need and should not be waiting on their funds for so longAlso it is not consumers fault that Razoo account needs to be deleted when fundraiser is overOnce account is deleted then of course the URL will not workAs a partner of Razoo, Stirpe should have reached our to Razoo (as they suggested them selves, and verified authenticity of Razoo account, instead Stripe decided to hold on fund transfer and wait for another week before releasing funds Stripe had no problem receiving funds thru Razoo's account for fundraiser, but then they had problem releasing those funds! Don't you see something wrong here? Be aware Stripe is trying to find various reasons to onto hold consumers funds as long as they can!
Below is Stripe's Response to the complaint submitted by Daniel [redacted] (herein referred to as the "Complainant") on March 26, 2018.Since last responding to the Complainant, two additional charges on the Complainant's account have been disputed as being fraudulent—leaving their balance at Stripe at -$and their dispute rate at 13.64%As the Complainant already owes Stripe $480.10, Stripe will not allow them to refund further charges and create more of a loss to Stripe as Stripe's attempt to debit their account for these funds failedAs a result, there are no further funds being held in the Complainant's reserve as all of them have been charged back.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