Initial Business Response / [redacted] (1000, 5, 2015/08/16) */ Stripe would like to investigate ***'s complaint, but can find no associated account or emails to us using either her name or the email address [redacted] @comcast.netPlease write to us at [redacted] @stripe.com using this address, or reference Revdex.com complaint #XXXXXXXX so we can look into this matter further
Initial Business Response / [redacted] (1000, 8, 2015/12/26) */ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawSince Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise After a routine review, Stripe reached out to the complainant on December 11, asking for confirmation they have ownership of their listed web domainThe complainant confirmed this on December 12th The complainant reached out to Stripe on December 17th about her transfers, and we responded letting her know we were in the process of reviewing her information: "During our review to authenticate that information, we have had to briefly pause your transfersThe review process usually takes a couple of days, and we attempt to make this pause seamless for our users to the greatest extent possibleI apologize that it has come at an inconvenient time for you." We completed our review of the account on December 21st, and enabled the complainant's transfers that same dayThe complainant's transfer was sent out on December 23rd and should arrive soon There was a delay between when the complainant confirmed their web domain and when we were able to review their accountWe 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 Final Consumer Response / [redacted] (3000, 5, 2015/12/24) */ ***, Thanks for emailing me Stripe did contact me via email and my account now says that the transfer of $is in progress to my account and will be in my account by the 23rd of DecemberThank you for helping out - [redacted] ***
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, [redacted] 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 interfaceMerchants 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 Stripe on [redacted] *, [redacted] under the name " [redacted] ***." at http:// [redacted] /Stripe processed payments for the account owner until [redacted] , ***During a routine review, Stripe identified strong signals that the Complainant's account was in violation of the Stripe Terms of ServiceSpecifically, Stripe cannot process payments that appear to be unauthorized by the owner of the charged cardThe majority of the Complainant’s business seemed to be driven through unauthorized, fraudulent charges On [redacted] ***, ***, Stripe reached to the Complainant to let them know about its concerns and that it could no longer support their businessThe Complainant never sent an appeal regarding this decision via the card verification provided in the message on [redacted] , ***After a thorough investigation, Stripe closed the Complainant's account on [redacted] ***, *** 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, " [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 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 baselessTell us why here
Stripe has taken this opportunity to further review the state of this user's accountWe found that the account was indeed closed due to a positive by Stripe's fraud tooling.In light of our findings, in part due to this complaint, we have reinstated this account; the user is welcome to continue using Stripe and should find that their account will function normallypositives like this are rare, and Stripe takes them very seriouslyStripe is reviewing this case to determine what led to the first decision and how situations like this can be prevented moving forwardIn the meantime, we offer our apologies
If you were in the business of processing credit card transactions, and credit card fraud is the #consumer crime in America, would you disable the primary tool for fighting credit card fraud? Stripe did! By default, Stripe configured new merchant accounts with the address and CVC confirmation checks turned OFF! (The CVC is the 3-digit number on the back of credit cards used to confirm identity.) Thanks to that indefensible, irresponsible, and frankly, [redacted] decision, my business lost $1, If those checks had been turned on, as virtually every other provider does, that fraudulent charge would have been blocked After enough complaints, Stripe has finally changed their policy to turn those checks on by default, effectively admitting their error Unfortunately, they will not take responsibility for all the merchants like me that were harmed due to their original policy Read through the many complaints against them on Revdex.com.org and you'll see my point I dropped Stripe after this incident and contacted several other providers to compare services - ALL of them enforce the address and CVC checks Stripe either doesn't understand security or they don't take it seriously What else don't they do right? Who knows, but I would strongly warn against doing business with this company On top of this, their customer "support" is only through email - no option to actually speak with someone to explain and discuss an issue You send them an email and get a nonsensical response, then you reply and get a response from someone different and have to start from the top At one point, I requested a supervisor That person said, "Don't worry, I understand completely your issue," and then proceeded to describe a situation that had absolutely nothing to do with mine If it wasn't so irritating, it would have been funny If you're thinking about using Stripe, think again If you still want to try them, think a third time I don't see how they can be considered a serious option
Initial Business Response / [redacted] (1000, 5, 2015/08/03) */ As mentioned in our email to the complainant on May 28th, 2015, Stripe can only support users with a low risk of customer disputesafter reviewing the complainant's submitted information and website, we found that their site presented a higher level of risk than we can currently support 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 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, 2015/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Stripe dropped me for no reason, I personally asked them why they dropped meThey could not give me an answer besides I was just high risk.I asked them how so, they could not explain it to meI have people in my business using stipe for the exact same purpose as I am but yet they have no problems so me being a high risk is a poor excuse and it's not trueThis company is a scam and full of liarsThey GUARANTEE apporval once signing upMaybe it would be a smart idea for stripe to process their clients to make sure they are not a " high risk" before they let them process cardsintead of letting people process cards then a few days latter say sorry we have to drop you because of high risk and all the money we will hold onto instead of refunding the money and we will make it impossible to contact stripe to get the money back despite that fact they ruined my business( can you see how that is a problem.) They need to refund the card holders money and stop playing games before I settle with a lawsuit against stripeIf it has to come to that I will take this to the media and will sue them for not only the money they have of mine but everyone else's they have STOLENThis is very unaccactple for any company to act like this and do this to their customersThese little young kids need to understand you cannot take people's money and hope they forget about itAnd they need to have a conact phone numberIt's pretty sad that I have to go through Revdex.com to get in conact of stirpe over a very simple issue that can be easily resolved over one phone call Just refund the money..it is not that difficult Final Business Response / [redacted] (4000, 9, 2015/08/07) */ 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 May 28th, 2015, Stripe reached out to the complainant to advise them of our decision and the closing of the account The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" https://stripe.com/us/terms#termination While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data Final Consumer Response / [redacted] (4200, 11, 2015/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm not accepting this until the money is refined plain and simple
Stripe seemed like a good company and growing company so I decided to give it a try It is even used by shopify so I thought it was probably safe to go with them I created a website revolving around Stripe for payment and spent money on that, and before I even got started, stripe terminated my account saying I violated their TOS They said I have a prohibited business, but the initial website registered wasn't even using stripe at all I registered it for the second website and was testing it as it wasn't official yet Without due diligence to see if stripe was used as payment, they just indiscriminately say it's a violation and terminate the account Even after explanation, they said it's case closed I'm glad I was just in the testing phase, since there's not complaint process Had I actually started using stripe to earn revenue from my site, I may lose a lot more than the little I paid to get stripe working on my website Others have lost lots due to stripe's backward rules and regulations and the lack of customer service and care They are online in it for your money and your customers money it seems I guess I won't be using their service at all ever I suggest that anyone should think twice before using them I wished other companies didn't use them like shopify, as it would falsely give stripe some validity that they don't deserve They're a joke of a company Don't use them I'm glad they terminated my account as it has saved me more in the long run
Initial Business Response / [redacted] (1000, 5, 2015/06/05) */ 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 13th March 2015, Stripe reached out to the complainant to advise them of our decision and the closing of the account The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" https://stripe.com/us/terms#termination While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) After reading SEVERAL complaints by other unsatisfied customers, this appears to be a cut and paste response from Stripe for the myriad of people who have had to deal with this issueI had to refund the $back to my client and ask him for a checkI received the payment from my client this way because it WAS AUTHORIZED just like the credit card transaction was AUTHORIZED!!!!! Stripe's so called "model" to determine unauthorized charges is severely flawed and has cost me a good client because now he no longer wants to do business with me because of all the hassleFurthermore, Stripe STILL has failed to address the issue of the $that was STOLEN out of my account from them without authorizationI DEMAND that the payment be mailed to me immediately or I will file a formal complaint with the California Attorney General's Office, Consumer Protection Bureau, and Federal Trade Commission
Initial Business Response / [redacted] (1000, 5, 2014/08/05) */ The complainant signed up for a Stripe account on 8/14/On June 27th, Stripe identified strong signals that the account was closely related to other Stripe accounts that were rejected for multiple Terms of Service violationsAt that point, we contacted the complainant to let them know that Stripe would not be able to process payments on his behalf going forward, and that Stripe was temporarily holding the remaining funds in the account to prevent future disputes Stripe has scheduled a transfer of the remaining balance in this account to the complainant, but will not be able to process funds on their behalf in the futureThe complainant can refer to the relevant part of our terms of service here: https://stripe.com/us/terms#termination Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't know what the information means - even the dates mentioned are wrong - when asked several times to resolve this solution over the phone, I was denied, and thus this process took weeksThe "Strong Signals" they mention is a completely ambiguous termThe company kept the money for weeks and would not release it until I complained to this organizationWhat they did was illegal, and there can be no resolution to that Final Business Response / [redacted] (4000, 9, 2014/08/15) */ Stripe would like to amend one of the dates mentioned aboveThe complainant submitted their application for a Stripe account on 8/14/(not 8/14/2014)As mentioned above, the account was then closed on 6/27/ "Strong signals" is indeed an ambiguous term, as the complainant has pointed outHowever, it is important that Stripe does not share publicly its procedures for detecting fraudulent accountsKeeping this information private helps us protect our users and their customers from fraudIn this case, Stripe does have significant evidence that the account in question was conducting dishonest activity Closing this account and holding the remaining balance were both within Stripe's Terms of ServiceOur terms clearly indicate 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" (found here: https://stripe.com/us/terms#termination) All funds that were previously held have been refunded to the complainant's customers or transferred to the complainant
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/legalDuring a routine review, Stripe determined that the complainant's business was at a high risk for disputesOn October 16, ***, we contacted the complainant, informing them that we would no longer be able to support their business as their charges appeared to unauthorized and at the risk of having high chargeback levels:https://stripe.com/us/legal#specific-payment-methodsThe 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#terminationIn order to mitigate future losses to Stripe as a result of chargebacks on the complainant's account, a reserve was set in place that will last for daysFunds will be transferred to the complainant's bank account on January 25, ***This is in accordance to our terms "We may impose a Reserve on you for any reason if we determine that the risk of loss to Stripe, Customers, or others associated with your Stripe Account is higher than normalFor example, we may hold a Reserve if: (i) your or your Customers’ activities increase the risk of loss to us or to your Customers, (ii) you have violated or are likely to violate this Agreement, and (iii) your Stripe Account has an elevated or abnormally high number of Disputes."https://stripe.com/us/legalWhile there is a reserve in place, the complainant is able to log into their Stripe dashboard, process refunds to the customer's whose funds are held and reprocess these funds with a different processor
Initial Business Response / [redacted] (1000, 8, 2015/08/16) */ We received three emails from [redacted] regarding fraudulent transactions on his account on July and 24th, and responded to one of these on July 24th, advising immediate refunds (which had already been completed.) No debits for these refunds have yet been made to the Ministry's bank account at this time (the debit transfer failed.) Two of the refunded charges were already transferred to the Ministry's bank account, as follows: ch_ [redacted] ($225.00) was transferred on July 23rd in tr_ [redacted] ch_ [redacted] ($650.00) was transfered on July in [redacted] The net total transferred to the Ministry's bank account for these charges is $When the Ministry refunded these charges, Stripe accordingly attempted to debit the Ministry's bank account to recover the funds already transferred The other refunded charges never transferred, and thus Stripe is not seeking to recover these - the refunds were netted directly against the charges, and this can be seen in the contents of the transfer here: [redacted] In this transfer, refunds are netted against the original charges (thus canceling each other out), and two refunds - as mentioned above - are included for a total of -$These are funds owed to Stripe, as they were already transferred to the Ministry's bank account and the Ministry has now refunded them We hope this clears things up for the user, and encourage them to reach out to us at [redacted] @stripe.com if there is still confusion regarding these two refunded charges that have already been transferred to the Ministry's bank account Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/06/24) */ This has been incorrectly marked as a Revdex.com case against StripeThe complainant is not a Stripe user and their complaint doesn't relate to our website or serviceThe complaint has been submitted against changemyaddress.net
Stripe operates within the constraints imposed by our banking partners, credit card networks, and applicable lawsTherefore, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms Because Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe has to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe also periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardThe majority of the complainant’s business seemed to be driven through unauthorized, fraudulent charges On June 13, we reached to the complainant to let them know about our concerns and to get more information about the payments in questionThe complainant submitted additional information the next day, which was used to complete an additional verificationAfter a thorough investigation, Stripe closed the complainant's account The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" : https://stripe.com/us/terms#termination While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data
Stripe operates within the constraints imposed by our banking partners, credit card networks, and applicable lawsTherefore, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms Because Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe has to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe also periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardThe majority of the complainant’s business seemed to be driven through unauthorized, fraudulent charges On July 30, we reached to the complainant to let them know about our concerns and that we could no longer support their businessWe reviewed the information associated with these charges and after a thorough investigation, Stripe closed the complainant's account The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" : https://stripe.com/us/terms#termination While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data
Initial Business Response / [redacted] (1000, 5, 2014/08/27) */ Stripe helps thousands of merchants accept payments online. We don't charge customers' cards directly and it's an unfortunate bug that sometimes our information shows up on cardholders' bank statements instead of the business's. The... payment in question would have been made with one of the many online businesses using Stripe to accept payments, and would not have come from Stripe directly. If [redacted] would like to write into us directly (for privacy and security reasons) with information about his charge, we'd be happy to look up the charge information and let him know which of our merchants created the charge. Specifically, the following information would be useful: - last four digits of the card - expiration date - card type If [redacted] could provide the information he's already conveyed in the email as well, that would be useful as well name on the card, charge amount, date. Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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 25 to inquire about a dispute that was received on June 23. A Stripe support specialist responded on that same... day with information about handling charges that may be fraudulent. This 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 3 to ask for more information about additional disputes that they had received. In this email, we offered advice on addressing what seemed to be a pattern of fraud on their account. This 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 requesting. We 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 25. 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 question. It'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 charges. We 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.
That is totally made up, I sent you all the info you need including images of proof of organisation of the business and ids with in daysyou are holding our funds for around two weeks since you received the information this is not acceptable and I will not accept that as a response, I want to know the funds will be in my bank account in full today! Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/09) */ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms Since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn August 24th 2015, Stripe reached out to the complainant to advise them of our decision and the closing of the account The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" https://stripe.com/us/terms#termination While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data
Stripe is one of the worst merchant service providers I have ever come across As a merchant, you can be doing everything right, have not a single chargeback/refund request and yet they will still up and close your account with unjust and phony reasons They will not give you the balance due on payments they took on your behalf nor will they refund your customers once they decide they are done with you In essence, they steal from your customers and you as the merchant are left with a bad reputation because you never received your customers money Stripe decided to keep for themselves Shameful!
Initial Business Response / [redacted] (1000, 5, 2014/11/19) */ We evaluate an account's risk on a case by case basis, though we're unfortunately unable to publicly disclose the details of our evaluation, for the sake of the user's privacy, and Stripe's securityDuring evaluation, we assessed this account to be especially at risk for chargebacksChargebacks are strongly regulated across the industry by the card brands, and chargeback risks call for immediate action We have however reevaluated this account and have misjudged their chargeback riskWe've released this customer's funds from both of his accounts, and he should receive his transfers on November 21st, and November 25th, We apologize to this customer, we work very hard to make sure that positives don't happen, but once in a while they do, and when we discover one we work hard to make it right, and are happy to agree to this customer's desired resolution Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Stripe "misjudged" or company's risk? No customer from our company filed a chargeback, we are real business with real transaction and we expect a real commitment of our partners where payment gateways are includedWe need to trust in our partnersIt looks that Stripe released the funds, OK, but it seems BLOCKED our account to NEW transactionsAs we don't received any message from STRIPE, I need an official and ultimate YOUR ACCOUNT IS CLOSED? Final Business Response / [redacted] (4000, 9, 2014/12/01) */ After carefully re-evaluating this account we do recognize that our fraud system did unfortunately flag this account as a positiveWhile it is unfortunately not possible to reopen a closed account, the user is absolutely welcome to open a new account with us and continue service with Stripe Our team recognizes the inconvenience experienced by the user, and we do apologize for thisWhile incidents such as this are indeed rare, we do acknowledge when they happen and definitely are happy to work with this user going forward
Initial Business Response / [redacted] (1000, 5, 2015/08/16) */ Stripe would like to investigate ***'s complaint, but can find no associated account or emails to us using either her name or the email address [redacted] @comcast.netPlease write to us at [redacted] @stripe.com using this address, or reference Revdex.com complaint #XXXXXXXX so we can look into this matter further
Initial Business Response / [redacted] (1000, 8, 2015/12/26) */ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawSince Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise After a routine review, Stripe reached out to the complainant on December 11, asking for confirmation they have ownership of their listed web domainThe complainant confirmed this on December 12th The complainant reached out to Stripe on December 17th about her transfers, and we responded letting her know we were in the process of reviewing her information: "During our review to authenticate that information, we have had to briefly pause your transfersThe review process usually takes a couple of days, and we attempt to make this pause seamless for our users to the greatest extent possibleI apologize that it has come at an inconvenient time for you." We completed our review of the account on December 21st, and enabled the complainant's transfers that same dayThe complainant's transfer was sent out on December 23rd and should arrive soon There was a delay between when the complainant confirmed their web domain and when we were able to review their accountWe 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 Final Consumer Response / [redacted] (3000, 5, 2015/12/24) */ ***, Thanks for emailing me Stripe did contact me via email and my account now says that the transfer of $is in progress to my account and will be in my account by the 23rd of DecemberThank you for helping out - [redacted] ***
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, [redacted] 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 interfaceMerchants 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 Stripe on [redacted] *, [redacted] under the name " [redacted] ***." at http:// [redacted] /Stripe processed payments for the account owner until [redacted] , ***During a routine review, Stripe identified strong signals that the Complainant's account was in violation of the Stripe Terms of ServiceSpecifically, Stripe cannot process payments that appear to be unauthorized by the owner of the charged cardThe majority of the Complainant’s business seemed to be driven through unauthorized, fraudulent charges On [redacted] ***, ***, Stripe reached to the Complainant to let them know about its concerns and that it could no longer support their businessThe Complainant never sent an appeal regarding this decision via the card verification provided in the message on [redacted] , ***After a thorough investigation, Stripe closed the Complainant's account on [redacted] ***, *** 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, " [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 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 baselessTell us why here
Stripe has taken this opportunity to further review the state of this user's accountWe found that the account was indeed closed due to a positive by Stripe's fraud tooling.In light of our findings, in part due to this complaint, we have reinstated this account; the user is welcome to continue using Stripe and should find that their account will function normallypositives like this are rare, and Stripe takes them very seriouslyStripe is reviewing this case to determine what led to the first decision and how situations like this can be prevented moving forwardIn the meantime, we offer our apologies
If you were in the business of processing credit card transactions, and credit card fraud is the #consumer crime in America, would you disable the primary tool for fighting credit card fraud? Stripe did! By default, Stripe configured new merchant accounts with the address and CVC confirmation checks turned OFF! (The CVC is the 3-digit number on the back of credit cards used to confirm identity.) Thanks to that indefensible, irresponsible, and frankly, [redacted] decision, my business lost $1, If those checks had been turned on, as virtually every other provider does, that fraudulent charge would have been blocked After enough complaints, Stripe has finally changed their policy to turn those checks on by default, effectively admitting their error Unfortunately, they will not take responsibility for all the merchants like me that were harmed due to their original policy Read through the many complaints against them on Revdex.com.org and you'll see my point I dropped Stripe after this incident and contacted several other providers to compare services - ALL of them enforce the address and CVC checks Stripe either doesn't understand security or they don't take it seriously What else don't they do right? Who knows, but I would strongly warn against doing business with this company On top of this, their customer "support" is only through email - no option to actually speak with someone to explain and discuss an issue You send them an email and get a nonsensical response, then you reply and get a response from someone different and have to start from the top At one point, I requested a supervisor That person said, "Don't worry, I understand completely your issue," and then proceeded to describe a situation that had absolutely nothing to do with mine If it wasn't so irritating, it would have been funny If you're thinking about using Stripe, think again If you still want to try them, think a third time I don't see how they can be considered a serious option
Initial Business Response / [redacted] (1000, 5, 2015/08/03) */ As mentioned in our email to the complainant on May 28th, 2015, Stripe can only support users with a low risk of customer disputesafter reviewing the complainant's submitted information and website, we found that their site presented a higher level of risk than we can currently support 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 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, 2015/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Stripe dropped me for no reason, I personally asked them why they dropped meThey could not give me an answer besides I was just high risk.I asked them how so, they could not explain it to meI have people in my business using stipe for the exact same purpose as I am but yet they have no problems so me being a high risk is a poor excuse and it's not trueThis company is a scam and full of liarsThey GUARANTEE apporval once signing upMaybe it would be a smart idea for stripe to process their clients to make sure they are not a " high risk" before they let them process cardsintead of letting people process cards then a few days latter say sorry we have to drop you because of high risk and all the money we will hold onto instead of refunding the money and we will make it impossible to contact stripe to get the money back despite that fact they ruined my business( can you see how that is a problem.) They need to refund the card holders money and stop playing games before I settle with a lawsuit against stripeIf it has to come to that I will take this to the media and will sue them for not only the money they have of mine but everyone else's they have STOLENThis is very unaccactple for any company to act like this and do this to their customersThese little young kids need to understand you cannot take people's money and hope they forget about itAnd they need to have a conact phone numberIt's pretty sad that I have to go through Revdex.com to get in conact of stirpe over a very simple issue that can be easily resolved over one phone call Just refund the money..it is not that difficult Final Business Response / [redacted] (4000, 9, 2015/08/07) */ 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 May 28th, 2015, Stripe reached out to the complainant to advise them of our decision and the closing of the account The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" https://stripe.com/us/terms#termination While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data Final Consumer Response / [redacted] (4200, 11, 2015/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm not accepting this until the money is refined plain and simple
Stripe seemed like a good company and growing company so I decided to give it a try It is even used by shopify so I thought it was probably safe to go with them I created a website revolving around Stripe for payment and spent money on that, and before I even got started, stripe terminated my account saying I violated their TOS They said I have a prohibited business, but the initial website registered wasn't even using stripe at all I registered it for the second website and was testing it as it wasn't official yet Without due diligence to see if stripe was used as payment, they just indiscriminately say it's a violation and terminate the account Even after explanation, they said it's case closed I'm glad I was just in the testing phase, since there's not complaint process Had I actually started using stripe to earn revenue from my site, I may lose a lot more than the little I paid to get stripe working on my website Others have lost lots due to stripe's backward rules and regulations and the lack of customer service and care They are online in it for your money and your customers money it seems I guess I won't be using their service at all ever I suggest that anyone should think twice before using them I wished other companies didn't use them like shopify, as it would falsely give stripe some validity that they don't deserve They're a joke of a company Don't use them I'm glad they terminated my account as it has saved me more in the long run
Initial Business Response / [redacted] (1000, 5, 2015/06/05) */ 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 13th March 2015, Stripe reached out to the complainant to advise them of our decision and the closing of the account The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" https://stripe.com/us/terms#termination While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) After reading SEVERAL complaints by other unsatisfied customers, this appears to be a cut and paste response from Stripe for the myriad of people who have had to deal with this issueI had to refund the $back to my client and ask him for a checkI received the payment from my client this way because it WAS AUTHORIZED just like the credit card transaction was AUTHORIZED!!!!! Stripe's so called "model" to determine unauthorized charges is severely flawed and has cost me a good client because now he no longer wants to do business with me because of all the hassleFurthermore, Stripe STILL has failed to address the issue of the $that was STOLEN out of my account from them without authorizationI DEMAND that the payment be mailed to me immediately or I will file a formal complaint with the California Attorney General's Office, Consumer Protection Bureau, and Federal Trade Commission
Initial Business Response / [redacted] (1000, 5, 2014/08/05) */ The complainant signed up for a Stripe account on 8/14/On June 27th, Stripe identified strong signals that the account was closely related to other Stripe accounts that were rejected for multiple Terms of Service violationsAt that point, we contacted the complainant to let them know that Stripe would not be able to process payments on his behalf going forward, and that Stripe was temporarily holding the remaining funds in the account to prevent future disputes Stripe has scheduled a transfer of the remaining balance in this account to the complainant, but will not be able to process funds on their behalf in the futureThe complainant can refer to the relevant part of our terms of service here: https://stripe.com/us/terms#termination Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't know what the information means - even the dates mentioned are wrong - when asked several times to resolve this solution over the phone, I was denied, and thus this process took weeksThe "Strong Signals" they mention is a completely ambiguous termThe company kept the money for weeks and would not release it until I complained to this organizationWhat they did was illegal, and there can be no resolution to that Final Business Response / [redacted] (4000, 9, 2014/08/15) */ Stripe would like to amend one of the dates mentioned aboveThe complainant submitted their application for a Stripe account on 8/14/(not 8/14/2014)As mentioned above, the account was then closed on 6/27/ "Strong signals" is indeed an ambiguous term, as the complainant has pointed outHowever, it is important that Stripe does not share publicly its procedures for detecting fraudulent accountsKeeping this information private helps us protect our users and their customers from fraudIn this case, Stripe does have significant evidence that the account in question was conducting dishonest activity Closing this account and holding the remaining balance were both within Stripe's Terms of ServiceOur terms clearly indicate 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" (found here: https://stripe.com/us/terms#termination) All funds that were previously held have been refunded to the complainant's customers or transferred to the complainant
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/legalDuring a routine review, Stripe determined that the complainant's business was at a high risk for disputesOn October 16, ***, we contacted the complainant, informing them that we would no longer be able to support their business as their charges appeared to unauthorized and at the risk of having high chargeback levels:https://stripe.com/us/legal#specific-payment-methodsThe 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#terminationIn order to mitigate future losses to Stripe as a result of chargebacks on the complainant's account, a reserve was set in place that will last for daysFunds will be transferred to the complainant's bank account on January 25, ***This is in accordance to our terms "We may impose a Reserve on you for any reason if we determine that the risk of loss to Stripe, Customers, or others associated with your Stripe Account is higher than normalFor example, we may hold a Reserve if: (i) your or your Customers’ activities increase the risk of loss to us or to your Customers, (ii) you have violated or are likely to violate this Agreement, and (iii) your Stripe Account has an elevated or abnormally high number of Disputes."https://stripe.com/us/legalWhile there is a reserve in place, the complainant is able to log into their Stripe dashboard, process refunds to the customer's whose funds are held and reprocess these funds with a different processor
Initial Business Response / [redacted] (1000, 8, 2015/08/16) */ We received three emails from [redacted] regarding fraudulent transactions on his account on July and 24th, and responded to one of these on July 24th, advising immediate refunds (which had already been completed.) No debits for these refunds have yet been made to the Ministry's bank account at this time (the debit transfer failed.) Two of the refunded charges were already transferred to the Ministry's bank account, as follows: ch_ [redacted] ($225.00) was transferred on July 23rd in tr_ [redacted] ch_ [redacted] ($650.00) was transfered on July in [redacted] The net total transferred to the Ministry's bank account for these charges is $When the Ministry refunded these charges, Stripe accordingly attempted to debit the Ministry's bank account to recover the funds already transferred The other refunded charges never transferred, and thus Stripe is not seeking to recover these - the refunds were netted directly against the charges, and this can be seen in the contents of the transfer here: [redacted] In this transfer, refunds are netted against the original charges (thus canceling each other out), and two refunds - as mentioned above - are included for a total of -$These are funds owed to Stripe, as they were already transferred to the Ministry's bank account and the Ministry has now refunded them We hope this clears things up for the user, and encourage them to reach out to us at [redacted] @stripe.com if there is still confusion regarding these two refunded charges that have already been transferred to the Ministry's bank account Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/06/24) */ This has been incorrectly marked as a Revdex.com case against StripeThe complainant is not a Stripe user and their complaint doesn't relate to our website or serviceThe complaint has been submitted against changemyaddress.net
Stripe operates within the constraints imposed by our banking partners, credit card networks, and applicable lawsTherefore, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms Because Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe has to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe also periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardThe majority of the complainant’s business seemed to be driven through unauthorized, fraudulent charges On June 13, we reached to the complainant to let them know about our concerns and to get more information about the payments in questionThe complainant submitted additional information the next day, which was used to complete an additional verificationAfter a thorough investigation, Stripe closed the complainant's account The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" : https://stripe.com/us/terms#termination While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data
Stripe operates within the constraints imposed by our banking partners, credit card networks, and applicable lawsTherefore, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms Because Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe has to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe also periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardThe majority of the complainant’s business seemed to be driven through unauthorized, fraudulent charges On July 30, we reached to the complainant to let them know about our concerns and that we could no longer support their businessWe reviewed the information associated with these charges and after a thorough investigation, Stripe closed the complainant's account The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" : https://stripe.com/us/terms#termination While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data
Initial Business Response / [redacted] (1000, 5, 2014/08/27) */ Stripe helps thousands of merchants accept payments online. We don't charge customers' cards directly and it's an unfortunate bug that sometimes our information shows up on cardholders' bank statements instead of the business's. The... payment in question would have been made with one of the many online businesses using Stripe to accept payments, and would not have come from Stripe directly. If [redacted] would like to write into us directly (for privacy and security reasons) with information about his charge, we'd be happy to look up the charge information and let him know which of our merchants created the charge. Specifically, the following information would be useful: - last four digits of the card - expiration date - card type If [redacted] could provide the information he's already conveyed in the email as well, that would be useful as well name on the card, charge amount, date. Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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 25 to inquire about a dispute that was received on June 23. A Stripe support specialist responded on that same... day with information about handling charges that may be fraudulent. This 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 3 to ask for more information about additional disputes that they had received. In this email, we offered advice on addressing what seemed to be a pattern of fraud on their account. This 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 requesting. We 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 25. 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 question. It'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 charges. We 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.
That is totally made up, I sent you all the info you need including images of proof of organisation of the business and ids with in daysyou are holding our funds for around two weeks since you received the information this is not acceptable and I will not accept that as a response, I want to know the funds will be in my bank account in full today! Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/09) */ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms Since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn August 24th 2015, Stripe reached out to the complainant to advise them of our decision and the closing of the account The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" https://stripe.com/us/terms#termination While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data
Stripe is one of the worst merchant service providers I have ever come across As a merchant, you can be doing everything right, have not a single chargeback/refund request and yet they will still up and close your account with unjust and phony reasons They will not give you the balance due on payments they took on your behalf nor will they refund your customers once they decide they are done with you In essence, they steal from your customers and you as the merchant are left with a bad reputation because you never received your customers money Stripe decided to keep for themselves Shameful!
Initial Business Response / [redacted] (1000, 5, 2014/11/19) */ We evaluate an account's risk on a case by case basis, though we're unfortunately unable to publicly disclose the details of our evaluation, for the sake of the user's privacy, and Stripe's securityDuring evaluation, we assessed this account to be especially at risk for chargebacksChargebacks are strongly regulated across the industry by the card brands, and chargeback risks call for immediate action We have however reevaluated this account and have misjudged their chargeback riskWe've released this customer's funds from both of his accounts, and he should receive his transfers on November 21st, and November 25th, We apologize to this customer, we work very hard to make sure that positives don't happen, but once in a while they do, and when we discover one we work hard to make it right, and are happy to agree to this customer's desired resolution Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Stripe "misjudged" or company's risk? No customer from our company filed a chargeback, we are real business with real transaction and we expect a real commitment of our partners where payment gateways are includedWe need to trust in our partnersIt looks that Stripe released the funds, OK, but it seems BLOCKED our account to NEW transactionsAs we don't received any message from STRIPE, I need an official and ultimate YOUR ACCOUNT IS CLOSED? Final Business Response / [redacted] (4000, 9, 2014/12/01) */ After carefully re-evaluating this account we do recognize that our fraud system did unfortunately flag this account as a positiveWhile it is unfortunately not possible to reopen a closed account, the user is absolutely welcome to open a new account with us and continue service with Stripe Our team recognizes the inconvenience experienced by the user, and we do apologize for thisWhile incidents such as this are indeed rare, we do acknowledge when they happen and definitely are happy to work with this user going forward