Complaint: 12767521I am rejecting this response because: My business has been running for more than a year, and I have previously used stripe for transactions, stripe has previously paid out transactions that I have processedMy account has never had a dispute for any transaction that’s been run with stripe, nor any other payment providers My account with stripe has been open more than a year, why is it that when I run a transaction in the amount of $1,my account is now subject to further review, when Stripe has paid out smaller transactionsFurthermore my website was used from the opening of my account, and was not subject to a 2nd review until now My account has bank accounts on file, with currencies, USD, GBP, and EURSurely by providing multiple bank accounts would ensure my liability risk to be lowered compared to other business who only provide oneMy GBP account is the default payout option and allows for Direct Debit Guarantee, for any disputes that may arise days to find another merchant payment provider is fair, however any funds I process would still be put into reserve, which does not allow my business to pay for credit accounts, or vendors who aren’t as flexible to wait days for a payout from my merchant account, because they claim my account is of risk, when in fact my account and business model, and overall business is in fact lowered risk because of what my business has provided to Stripe to ensure a smooth running of all transaction and business conducted Furthermore I I wish to have my payout resumed, I believe that my business posses no risk to stripe, its banking partners, or even my own customers Travel and lifestyle companies with a large following such as mine standout from the rest, with more than 50,followers in Instagram and Twitter, 27,in Facebook likes, a business such as mine does not risk its reputations, we have a solid business, with two international locations of operations(New York and London, UK)and employees, and our clients continue to come back to usOur company is transitioning from Bank Transfer only to Credit Card Acceptance, we value Stripe as a partner, we would hope they would reconsider, however we as a business and I as a business owner understand risk, but we do not pose any risk of stripes 1% or moreWe would appreciate to continue to do business with stripe, or if we can’t, then we still request a 75% payout of our current balance owed to us, and the remaining 25% be kept in reserve until days from the closing of our account Regarding the $1,we can also provide a copy of physical card when transaction was paid, as a travel company we keep records of our clients for future business I look look forward to a positive outcome for both of us as business partners, Sincerely, Brendan [redacted] Sincerely,Brendan [redacted]
Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable law. As a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of Service. All 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 disputes. On September 19, ***, we contacted the complainant, informing them that we would no longer be able to support their business as their dispute rate was at 9.68%; we are unable to accept payments for businesses we determine to be at high risk for a dispute rate of over 1%, as mentioned here: https://stripe.com/us/legal#specific-payment-methodsThe closing of this account was in accordance with the following section of the Stripe Terms of Service. Our 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 90 days. Funds will be transferred to the complainant's bank account on December 19, ***. 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 normal. For 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, 5, 2015/10/26) */ It looks like the complainant has already resolved this issueIf the complainant has any further questions for Stripe, they may contact us at [redacted] @stripe.com Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Stripe can only offer payment processing services to users with a low risk of customer disputes, and after reviewing complainant's account information and charge activity, Stripe found that their business presented a higher level of risk than we were able to work withOn [redacted] 28, complainant was notified via email that Stripe could no longer support their business and they would need to transition to another payment processor.On [redacted] 7, Stripe received an email from complainant's account rep and responded within the same dayThis Revdex.com complaint was filed on [redacted] 8, but the conversation between complainant's account rep and Stripe continues as we work to find a resolution that is suitable for both parties.As of [redacted] 17, complainant has been notified that Stripe is willing to reopen the account if complainant repays the negative account balance, wins the dispute that's currently under review, and provides a statement from the card issuer stating that the chargeback has been formally withdrawn.If these dates or account details do not match the activity on the account referred to in this complaint, complainant is encouraged to reach out to [email protected] and provide more specific details so we may better address the issue
Below is Stripe's Response to the complaint submitted by [redacted] (herein referred to as the "Complainant") on January 29, 2018.A dispute on who is the rightful owner of the account was initiatedStripe must ensure that access to the account is given to the correct partyStripe has been in contact with both the Complainant and the third party who also claimed ownership of the accountStripe kept the Complainant informed of progress throughout it's investigationDuring this process, the Complainant regularly used abusive, vulgar language in their emails instead of providing the information requested of themdays after requesting Articles of Incorporation to investigate the Complainant's claim to the account, the Complainant provided this informationStripe was unable to move forward in it's investigation until that information was providedNot providing requested information has caused this investigation to take longer than it would have normallyStripe encourages the Complainant to continue to provide information that it requests, as this will allow Stripe to best help them, as outlined in it's Service Agreement,"At any time during the term of this Agreement and your use of the Services, we may require additional information from you to verify beneficial ownership or control of the business, validate information you provided, verify you or your Representative’s identity, and assess the risk associated with your business" [redacted] 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, 2015/08/16) */ Stripe does offer business-day transfers in the US, but the very first transfer does take days as outlined here: https://support.stripe.com/questions/how-long-do-transfers-take This one-time delay is to help minimize the risks inherent in processing payments for new businesses Our review of the charge in question still leads us to believe it is at high risk of being made without cardholder authorization, based on several factors, including the card's country of origin and the IP address used to create the payment (these do not match.) The charge has been fully refunded as of August 10th, as indicated in our support email, and the cardholder should see a refund within days of that dateHopefully the refund will resolve any outstanding service issuesWe're sorry we can't work with Mr***'s business going forward
Initial Business Response / [redacted] (1000, 6, 2015/06/12) */ To fulfill our legal and regulatory obligations, Stripe requires that our users have a website or other reputable means of establishing and verifying the identity of their business: On April 27th, 2015, a Stripe representative reached out via email to the complainant to let him know that we were unable to verify their business, as the website they provided to Stripe when signing up for an account does not existIn response Stripe held pending transfers to the complainantThe email contained questions and suggestions as to means of verifying their business and reinstate transfers The complainant responded to provide the correct website URL on May 23rdStripe let the complainant know that the URL had been received and the website would be reviewed The reviewing of the website and account took longer that expected and on June 1st the complainant contacted Stripe againFollowing this, a Stripe Support representative apologized for the delay on June On June Stripe emailed again to let the complainant know the review had been completed and transfers had been reinstatedThe complainant has since received his transfers Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/06/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Below is Stripe's Response to the complaint submitted by [redacted] (herein referred to as the "Complainant") on February 9, 2018.Unfortunately, Stripe is not able to be flexible in regards to the reserve on the Complainant's account. If the Complainant's legal counsel wishes to get in touch with Stripe, they are welcome to do so at [redacted] .
Initial Business Response / [redacted] (1000, 5, 2015/12/01) */ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable law. As a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of... Service. All 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 services. Stripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise. During a routine review, Stripe identified signals that the complainant's account was potentially in violation of the Stripe Terms of Service. While we were investigating further, we paused transfers out of the complainant's account until November 27 as a precaution. The pausing of transfers of this account is in accordance with the following section of the Stripe Terms of Service. Our terms state that we "reserve the right to change the Payout Schedule, suspend payouts to your Bank Account, or initiate a Reversal should we determine it is necessary due to pending disputes, excessive or anticipated excessive Chargebacks or Refunds, or other suspicious activity associated with your use of Stripe Payments". https://stripe.com/us/terms#payout-schedule On November 27, we determined that we had made a mistake and had mis-identified activity on the account as fraudulent. We then re-enabled the complainant's transfers. All of the above actions are well within our Terms of Service. However, we understand waiting on this verification process can be very stressful and we take these problems seriously. We aim to resolve similar issues much more quickly in the future. On November 30, the complainant's Stripe balance of $514.02 transferred to her bank account. We would be happy to revisit having the complainant process on Stripe with an invoice of the goods in her store. Otherwise, she is welcome to close her Stripe account following directions on our website: https://support.stripe.com/questions/how-can-i-close-my-stripe-account
Initial Business Response / [redacted] (1000, 5, 2015/11/22) */ In the last correspondence with the complainant on November 20th, 2015, the complainant agreed to pay the money owed to Stripe as a result of disputes on the accountThe complainant has not paid off the balance owed to Stripe just yet, but the complainant has indicated that they are very close to raising the required funds As discussed with the complainant, disputes can be a frustrating part of accepting credit card payments, and Stripe does everything possible to make sure our users have an advantage during the disputes processThat said, Stripe does not have the ability to resolve disputes for our users, or make decisions about who wins or losesStripe provides tools to our users for submitting evidence to their customers' card-issuer, but that issuer is the entity who arbitrates the process, not Stripe The complainant ultimately bears the responsibility for preventing fraud and disputes on their accountThis procedure is in accordance with the following sections of our Terms of Service, which can also be found at https://stripe.com/us/terms and more specifically https://stripe.com/us/terms#receiving-your-funds-from-card-transactions ("You are responsible for refunds, returns, and liable for customer disputes (chargebacks).") Additional relevant terms agreed to by the complainant: https://stripe.com/us/terms#payment-methods https://stripe.com/us/terms#chargebacks Section Cof Stripes Terms of Service states: "When a Chargeback is issued, you are immediately liable to Stripe for the full amount of payment of the Chargeback plus any associated Fees, fines, expenses or penalties (including those assessed by the Card Networks or our payment processors)You agree that Stripe may recover these amounts by debiting by means of ACH debit of your Bank Account associated with your Stripe Account, debiting your Reserve Account, or setting off any amounts owed to you by usIf we are unable to recover funds related to a Chargeback for which you are liable, you will pay us the full amount of the Chargeback immediately upon demandYou agree to pay all costs and expenses, including without limitation attorneys' fees and other legal expenses, incurred by or on behalf of us in connection with the collection of any unpaid Chargebacks unpaid by you." We also pride ourselves on having as much documentation for our users as we possibly canOne area of focus is fraud and dispute prevention, and we clearly mention steps for our users to take in order to prevent this exact type of situation: https://support.stripe.com/questions/avoiding-fraud-and-disputes#identifying-pot...⇄ While we understand the stress this situation has caused the complainant, our Terms of Service and documentation are very clear that the ultimate responsibility for preventing fraud falls on our users
Complaint: [redacted] I am rejecting this response because:The complaint is different, and has different requests, but "Stripe's response is the same as submitted on January 16, 2018." Stripe's copy/paste response is inappropriate to the new complaint, and addresses NONE of the questions and requests of the complaintStripe should read the complaint carefully and address the questions and requests therein.Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Stripe processes payments for thousands of businesses around the world. We received a message from the complainant on August 7th, 2015, stating that the complainant did not authorize the mentioned charge. On August 7th, 2015, ***, from... our Support team, reached out requesting more information to locate the charge and provide the name of the merchant who processed the charge. The complainant chose not to provide the additional information to locate the charge in question. We understand that unauthorized charges are concerning, and apologize for any unrest the unknown charge presented to the complainant. As Stripe is a payments processor, we receive a charge request through our API, and process that charge. Without seeing the additional details of the charge, unfortunately we are unable to opine on the charge, by whom it was authorized, and how best to resolve the charge. That said, we completely understand as well, if the complainant wishes to dispute the charge with their credit card company if the charge is unauthorized, launching a dispute is a cardholder's right. The complainant is encouraged to contact us at [redacted] @stripe.com if there is anything information we can provide to help resolve this between the complainant and the merchant.
Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ On August 18th, a refund was processed from the complainant's Squarespace account for a charge made on September 9, for $On August 24th, the complainant contacted Stripe, stating that approximately $had been taken from their bank account without their consentUpon further inquiry, the complainant stated they had "emptied the purchase from their squarespace site" the day the refund was executed, but had not meant to trigger a refund from the account, and requested that Stripe "nullify the transaction"As the refund had already been successfully processed via the complainant's Squarespace account, we informed the complainant that they would need to contact that customer for reauthorization to charge their card; Stripe can not reverse refundsComplainant responded, stating that the refund "did not go through" and requesting it be returned to their account; Stripe responded in turn by sending the complainant the details of the successful refund, including a reference numberSince then, Stripe has not received additional correspondence from the complainant Stripe would like to note that all actions taken to recover the funds thus far are in line with Stripe's Terms of Service agreement, specifically in regards to the rules regarding refunds and returns, which can be found here: https://stripe.com/us/terms#refunds-and-returns Of specific note is the following: "You will use best efforts to process all refunds within sixty (60) days after the original transaction date, and you acknowledge that refunds processed after that time may not be capable of being processed For processed refunds, Stripe will deduct the refund amount (including any applicable Fees) from (i) settlement funds owed to you from processing of other card transactions, or (ii) funds in any Reserve AccountIf these funds are not sufficient, you authorize Stripe to initiate an ACH debit entry to your Bank Account in the amount necessary to complete the refund transaction to the cardholder's cardIn the event Stripe cannot access your Bank Account by means of ACH debit, you agree to pay all funds owed to Stripe upon demandYou are solely responsible for accepting and processing returns of your products and services; Stripe has no responsibility or obligation for processing such returns." Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am the client, and I am the one who mistakenly deleted the payment because I thought it was old Why is there no recourse for communication on behalf of the client ie me? This person I have to reprocess the order with is unreachable , and so how am I able to correct a human mistake on my part if you are so inflexible and do not undo that mistake? !!!!! [redacted] Final Business Response / [redacted] (4000, 9, 2015/09/10) */ Once a refund is made and has settled, there is no way Stripe can cancel or reverse this refundAlthough this is a human error, unfortunately, there is no way Stripe can undo this mistake We followed up with the complainant today, and provided a Dashboard link to the refunded charge in questionThis link also contains the email address connected to their customerThe complainant may use this email address to contact the purchaser and ask to recharge their card to undo this mistake
Initial Business Response / [redacted] (1000, 5, 2014/05/22) */ Dear [redacted] , The company Stripe Inchad emailed back to me, and was finally given an advice this morning and have resolved the issue by resuming the transfer of my money to my bank, and I am now just waiting for the successful transfer I appreciate Revdex.com for protecting not just the businesses but also the customers Warm Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 11, 2014/06/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) They handled my case, and resolved it by complying to my demandsI am therefore very satisfied and appreciate Revdex.com for all the help(Case Closed)
Complaint: [redacted] "A dispute on who is the rightful owner of the account was initiatedStripe must ensure that access to the account is given to the correct party." NoI told Stripe that they could also give no access to any parties, when I reported the fraudulent person to them in DecemberSo Stripe doesn't must ensure that access to the account is given to the correct partyI explicitly gave them a third option of giving no access to the account to any party."Stripe has been in contact with both the Complainant and the third party who also claimed ownership of the account." Stripe still hasn't addressed who the other party claiming ownership of the account wasI demand to know the identity of the other party."Stripe kept the Complainant informed of progress throughout it's investigation." It's 'its', not 'it's'No, Stripe didn'tStripe regularly went days or longer without replying to my emails to customer service."During this process, the Complainant regularly used abusive, vulgar language in their emails instead of providing the information requested of them."That's completely falseI swore because I was angry, but swear words are not abusiveAbsuse is an actionAbuse is physicalThere's no such thing as "abusive language"There is either abuse or notWords in and of themselves cannot constitute abuseAnd let's get this straight: as a customer, I am under no obligation to avoid vulgar language, but Stripe customer support DOES have obligations to respond promptly to all emails, and to follow through on promisesStripe customer support failed and continues to fail on these obligationsBecause Stripe fails to reply to many support emails, and regularly takes >days to reply when they can be bothered to reply at all, Stripe customer support must expect customers to be frustrated and to use vulgar languageIf you are incompetent at customer service, you must expect your customers to get frustratedI'm still waiting for [redacted] to call me, for [redacted] to answer my emails, and for [redacted] to answer questions, which I have listed and numbered, and asked for at least twice, but he still has yet to directly answer any one of the numbered questionsI never directed any abuse at anyoneI immediately provided information when Stripe requested it, and then Stripe failed to reply promptlyIn instances, Stripe's response time was days, days, days, and daysAt least of my emails were NEVER ANSWERED AT ALLFor example, a customer rep named [redacted] promised to handle my case, and also promised to call me on January 2ndIt's January 30th, and I still have not received a call nor another email from [redacted] since, despite asking for both calls and emails from [redacted] at least times each in the intervening days."days after requesting Articles of Incorporation to investigate the Complainant's claim to the account, the Complainant provided this informationStripe was unable to move forward in it's investigation until that information was providedNot providing requested information has caused this investigation to take longer than it would have normally."This is completely wrong for multiple reasonsAgain, it's "its" not "it's"Learn the difference, or better yet, hire people who write English competently to handle your Revdex.com cases and customer support emailI NEVER provided Articles of Incorporation, because THERE ARE NO ARTICLES OF INCORPORATIONI stated this IMMEDIATELY (within hours of Stripe's request) and REPEATEDLY (at least times)Stripe WAS able to move forward in ITS investigation without the articles of incorporation, WHICH DO NOT EXIST FOR [redacted] LLC.Stripe still hasn't addressed who the other party claiming ownership of the account wasI demand to know the identity of the other party."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."Proof that you didn't actually read the complaintPlease copy/paste the parts of the complaint in which Complainant claims Stripe acted out of accordance with its TOS, and makes a claim for damages!Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/06/05) */ Disputes can be a frustrating part of accepting credit card payments, and Stripe does everything possible to make sure our users have an advantage during the disputes processThat said, Stripe does not have the ability to resolve disputes for our users, or make decisions about who wins or losesStripe provides tools to our users for submitting evidence to their customers' card-issuer, but that issuer is the entity who arbitrates the process, not Stripe This user wrote to Stripe on April 27th 2015, questioning the validity of a payment they had received and asking for advice on whether or not to ship the merchandiseOn April 29th, 2015, a Stripe support representative responded explaining that the payment did not seem legitimate, and advised the complainant not to ship merchandise, and to refund the payment As a matter of further clarification, Stripe does not authorize charges for our usersMuch like the disputes process, we pass [redacted] relevant information (including any CVC, street check, and ZIP checks the user mentions in his complaint) to the card-issuing bank, who then authorize or decline the charge While it appears that the complainant took reasonable steps to resolve the disputes in their favor, Stripe is not in a position to cover the cost of disputed funds for our usersOur terms explicitly state that users are "immediately liable to Stripe for the full amount of payment of the Chargeback plus any associated Fees, fines, expenses or penalties." Our terms further state that "Stripe may provide you with assistance including notifications and software to help you contest your ChargebacksWe do not assume any liability for our role or assistance in contesting Chargebacks." Our users accept these terms when they create their Stripe accountsMore information can be found in our terms of service, here: https://stripe.com/us/terms#chargebacks Disputes are a reality of accepting credit card payments, especially onlineIn this case, there are no extenuating circumstances that warrant Stripe assuming liability for the disputed funds, though of course we will continue to support her as much as possible through any further disputes or chargebacks she receives Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) As a matter of clarification, this complaint is not to influence Stripe in making a decision for or against the disputed transaction, but rather for them to take responsibility for dispute With regards to the correspondence I sent Stripe on 04/27/concerning the validity of the charge, it was stated I would receive a response within 24-hoursUnfortunately they did not reply in the allotted time frame and the response did NOT recommend the order not be shipped or the payment refundedThe response actually stated, "it's kind of difficult to give a 100% positive answer for you" and was labeled a "borderline case"The ONLY suggestion from Stripe was, "I would suggest reaching out to your customer, just to see what they say about your concerns." AgainMy account was setup to require CVC and address verificationStripe however, does not disclose that buyers can leave this information blank allowing for fraudulent charges to be acceptedThis was the core problem in my situationLogic should dictate that AND/OR no CVC/address should result in the sameA decline in the charge Furthermore, the ONLY reason I did business with Stripe was because its a requirement to sell in the Storenvy marketplaceAll the gibberish stating Stripe actually provides no service is buried in pages and pages of fine print which one would need to retain a lawyer to decipher I have been an online retailer for five yearsIn those five years I have used PayPal to accept all my payments, including those made by credit card, and not one time has there been a fraudulent chargeYet only three transactions in with Stripe and I'm ripped offThis is nobody's fault except that of Stripe who accepted a payment which should have been refused based on my settings to decline payments which do NOT pass [redacted] & address verification Final Business Response / [redacted] (4000, 9, 2015/06/17) */ The complainant contacted us on April 27th to ask whether or not it was safe to ship the productThe body of this e-mail from the complainant follows with sensitive details redacted: I received a payment in the amount of $and want to ensure its a valid payment before I ship the productIs it valid and safe for me to ship? Date: 2015/04/17:35: Payment ID: [redacted] Request ID: [redacted] Buyer ID: [redacted] Store ID: [redacted] ID: [redacted] We responded to the complainant on April 29th, and advised that it was likely a fraudulent chargeOur response to the complainant follows: Hi ***, Thanks for reaching out to us about this order I've taken a look at this charge and since *3rd party redacted [redacted] didn't pass [redacted] shipping information on to us, it's kind of difficult to give a 100% positive answer for you However, based on the information provided, I feel that this charge isn't legitimateThe reason I feel this could be a fraudulent charge is the Zip code (***) is for *city redacted [redacted] but that card issue country is *country redacted*Even though the CVC passed [redacted] checks, it's possible that the card itself could be stolen, in which case, all card information including the cardholder's name and CVC would still be correct I would suggest reaching out to your customer, just to see what they say about your concernsYou'll often be able to get a good feeling whether any correspondence from them doesn't quite sound rightAnd if you're simply unable to determine whether or not the charge is legitimate, you will need to decide whether the charge presents unacceptable risk to your business, as you are responsible for each charge you choose to honorShould a chargeback occur, you will be responsible for the full amount of the charge, even if you shipped in good faithIt's always best to err on the side of caution! You know your business and customers best, and should use this knowledge along with common sense to determine whether you wish to proceed with the order We offer a lot of advice regarding charge/order review here: https://support.stripe.com/questions/avoiding-fraud-and-disputes I wish I could be more definitive, but some charges are really borderline cases! Please let me know if you have any other questions! The complainant responded again on April 29th, claiming that they had already shipped the item since we did not responded within hoursHaving to wait more than hours for a response does not relieve the complainant of their contractual obligations to bear the responsibility for preventing fraud on their accountThis procedure is in accordance with the following sections of our Terms of Service, which can also be found at https://stripe.com/us/terms and more specifically https://stripe.com/us/terms#receiving-your-funds-from-card-transactions ("You are responsible for refunds, returns, and liable for customer disputes (chargebacks).") Additional relevant terms agreed to by the complainant: https://stripe.com/us/terms#payment-methods https://stripe.com/us/terms#chargebacks Section Cof Stripes Terms of Service states: "When a Chargeback is issued, you are immediately liable to Stripe for the full amount of payment of the Chargeback plus any associated Fees, fines, expenses or penalties (including those assessed by the Card Networks or our payment processors)You agree that Stripe may recover these amounts by debiting by means of ACH debit of your Bank Account associated with your Stripe Account, debiting your Reserve Account, or setting off any amounts owed to you by usIf we are unable to recover funds related to a Chargeback for which you are liable, you will pay us the full amount of the Chargeback immediately upon demandYou agree to pay all costs and expenses, including without limitation attorneys' fees and other legal expenses, incurred by or on behalf of us in connection with the collection of any unpaid Chargebacks unpaid by you." The complainant alleges that Stripe should not approve charges that have `unchecked` statuses for ZIP codes, but each cardholder bank determines whether or not to check those fields, and whether or not to approve a chargeIn this case, the customer's bank in *country redacted [redacted] approved the chargeIt's also worth noting that *country redacted [redacted] does not have ZIP codes, which explains why the ZIP code is marked as `unchecked`Stripe offers the ability to automatically decline charges that fail these checks, but cannot decline unchecked paymentsWe cover the topic of Address and ZIP code checks in greater detail on our support https://support.stripe.com/questions/what-is-avs We also pride ourselves on having as much documentation for our users as we possibly canOne area of focus is fraud and dispute prevention, and we clearly mention steps for our users to take in order to prevent this exact type of situation: https://support.stripe.com/questions/avoiding-fraud-and-disputes#identifying-pot...⇄ While we understand the stress this situation has caused the complainant, our Terms of Service and documentation are very clear that the ultimate responsibility for preventing fraud falls on our usersThe complainant recognized the risk associated with shipping products to *country redacted*, as evidenced by the complainant's original e-mail to Stripe, but shipped the item before we had a chance to review the details of the charge and respond appropriately Final Consumer Response / [redacted] (4200, 13, 2015/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regarding the email response from Stripe on 04/29/2015, they indicated they looked into the zip code which was for California and it in fact was notI checked myself and it came up as an international postal code Again, Stripe had no right to accept the payment without verifying the zip code, or as known internationally, a postal code Furthermore, Stripe is now claiming they offer no actual processing of payments and therefore they render no actual service, yet they charge a fee I still want a full refund as previously stated because I am out the monies and product due to their oversightPerhaps they can later go after Storenvy for forcing members, such as myself, to use Stripe
As of [redacted] 5, [redacted] the charges on the complainant's account have been refundedThe card holders will see the funds posted to their card balances within the next ten daysThe complainant is welcome to email us at [email protected] with any additional questions
Dispute OverviewBoth charges were processed on [redacted] 13, ***, then disputed on [redacted] 25, [redacted] and [redacted] 1, ***Because the Complainant is the party with the most information about their customer, they're best equipped to determine whether or not a purchase is fraudulentThe Complainant agreed to be held responsible for fraudulent transactions on their account through Stripe's Terms of Service:"If you are unsure if a Transaction is erroneous or suspicious, you agree to research the Transaction and, if necessary, contact your Customer before fulfilling or completing the TransactionYou are solely responsible for any losses you incur due to erroneous or fraudulent Transactions in connection with your use of the Services."https://stripe.com/us/legal#your-relationship-with-your-customersDispu...⇄ Resolution TermsStripe 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 $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 $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 processWhen a cardholder initiates a 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 disputesIn 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, 2015/12/01) */ Disputes can be a frustrating part of accepting credit card payments, and Stripe does everything possible to make sure our users have an advantage during the disputes processThat said, Stripe does not have the ability to resolve disputes for our users, or make decisions about who wins or losesStripe provides tools to our users for submitting evidence to their customers' card-issuer, but that the issuer is the entity who arbitrates the process, not Stripe The complainant ultimately bears the responsibility for preventing fraud and disputes on their accountThis procedure is in accordance with the following sections of our Terms of Service, which can also be found at https://stripe.com/us/terms and more specifically https://stripe.com/us/terms#receiving-your-funds-from-card-transactions "You are responsible for refunds, returns, and liable for customer disputes (chargebacks)." Additional relevant terms agreed to by the complainant: https://stripe.com/us/terms#payment-methods https://stripe.com/us/terms#chargebacks Section Cof Stripes Terms of Service states: "When a Chargeback is issued, you are immediately liable to Stripe for the full amount of the transaction related to the Chargeback plus any associated Fees, fines, expenses or penalties (including those assessed by the Card Networks or our payment processors)You agree that Stripe may recover these amounts by debiting your Bank Account, debiting the Reserve Account, or setting off any amounts owed to you by usIf we are unable to recover funds related to a Chargeback for which you are liable, you will pay us the full amount of the Chargeback immediately upon demandWhere such amounts are not immediately paid to us, you agree to pay all costs and expenses, including without limitation attorneys' fees and other legal expenses, incurred by or on behalf of us in connection with the collection of any unpaid Chargebacks unpaid by you." We also pride ourselves on having as much documentation for our users as we possibly canOne area of focus is fraud and dispute prevention, and we clearly mention steps for our users to take in order to prevent this exact type of situation: https://support.stripe.com/questions/avoiding-fraud-and-disputes#identifying-pot...⇄ While we understand the stress this situation has caused the complainant, our Terms of Service and documentation are very clear that the ultimate responsibility for preventing fraud falls on our users
Initial Business Response / [redacted] (1000, 5, 2015/02/11) */ Stripe attempted to transfer funds into this user's Bank of Nova Scotia account on January 22nd (for $69.63) and 23rd (for $133.84)Both of these transfers were returned to us, by the bank, with the error "No Account"The account and routing numbers for this account were provided directly by the user on October 28, We informed the user via email that these transfers had failedShe updated her bank account details on January 24, We retried a transfer for $(the account's balance, including that of the previously failed transfers) on February 2ndThis transfer has not been returned to us, as of today, so it would appear that this transfer completed successfully We have communicated this to our user via email and the status of her transfers are available in her account dashboard
Complaint: 12767521I am rejecting this response because: My business has been running for more than a year, and I have previously used stripe for transactions, stripe has previously paid out transactions that I have processedMy account has never had a dispute for any transaction that’s been run with stripe, nor any other payment providers My account with stripe has been open more than a year, why is it that when I run a transaction in the amount of $1,my account is now subject to further review, when Stripe has paid out smaller transactionsFurthermore my website was used from the opening of my account, and was not subject to a 2nd review until now My account has bank accounts on file, with currencies, USD, GBP, and EURSurely by providing multiple bank accounts would ensure my liability risk to be lowered compared to other business who only provide oneMy GBP account is the default payout option and allows for Direct Debit Guarantee, for any disputes that may arise days to find another merchant payment provider is fair, however any funds I process would still be put into reserve, which does not allow my business to pay for credit accounts, or vendors who aren’t as flexible to wait days for a payout from my merchant account, because they claim my account is of risk, when in fact my account and business model, and overall business is in fact lowered risk because of what my business has provided to Stripe to ensure a smooth running of all transaction and business conducted Furthermore I I wish to have my payout resumed, I believe that my business posses no risk to stripe, its banking partners, or even my own customers Travel and lifestyle companies with a large following such as mine standout from the rest, with more than 50,followers in Instagram and Twitter, 27,in Facebook likes, a business such as mine does not risk its reputations, we have a solid business, with two international locations of operations(New York and London, UK)and employees, and our clients continue to come back to usOur company is transitioning from Bank Transfer only to Credit Card Acceptance, we value Stripe as a partner, we would hope they would reconsider, however we as a business and I as a business owner understand risk, but we do not pose any risk of stripes 1% or moreWe would appreciate to continue to do business with stripe, or if we can’t, then we still request a 75% payout of our current balance owed to us, and the remaining 25% be kept in reserve until days from the closing of our account Regarding the $1,we can also provide a copy of physical card when transaction was paid, as a travel company we keep records of our clients for future business I look look forward to a positive outcome for both of us as business partners, Sincerely, Brendan [redacted] Sincerely,Brendan [redacted]
Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable law. As a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of Service. All 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 disputes. On September 19, ***, we contacted the complainant, informing them that we would no longer be able to support their business as their dispute rate was at 9.68%; we are unable to accept payments for businesses we determine to be at high risk for a dispute rate of over 1%, as mentioned here: https://stripe.com/us/legal#specific-payment-methodsThe closing of this account was in accordance with the following section of the Stripe Terms of Service. Our 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 90 days. Funds will be transferred to the complainant's bank account on December 19, ***. 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 normal. For 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, 5, 2015/10/26) */ It looks like the complainant has already resolved this issueIf the complainant has any further questions for Stripe, they may contact us at [redacted] @stripe.com Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Stripe can only offer payment processing services to users with a low risk of customer disputes, and after reviewing complainant's account information and charge activity, Stripe found that their business presented a higher level of risk than we were able to work withOn [redacted] 28, complainant was notified via email that Stripe could no longer support their business and they would need to transition to another payment processor.On [redacted] 7, Stripe received an email from complainant's account rep and responded within the same dayThis Revdex.com complaint was filed on [redacted] 8, but the conversation between complainant's account rep and Stripe continues as we work to find a resolution that is suitable for both parties.As of [redacted] 17, complainant has been notified that Stripe is willing to reopen the account if complainant repays the negative account balance, wins the dispute that's currently under review, and provides a statement from the card issuer stating that the chargeback has been formally withdrawn.If these dates or account details do not match the activity on the account referred to in this complaint, complainant is encouraged to reach out to [email protected] and provide more specific details so we may better address the issue
Below is Stripe's Response to the complaint submitted by [redacted] (herein referred to as the "Complainant") on January 29, 2018.A dispute on who is the rightful owner of the account was initiatedStripe must ensure that access to the account is given to the correct partyStripe has been in contact with both the Complainant and the third party who also claimed ownership of the accountStripe kept the Complainant informed of progress throughout it's investigationDuring this process, the Complainant regularly used abusive, vulgar language in their emails instead of providing the information requested of themdays after requesting Articles of Incorporation to investigate the Complainant's claim to the account, the Complainant provided this informationStripe was unable to move forward in it's investigation until that information was providedNot providing requested information has caused this investigation to take longer than it would have normallyStripe encourages the Complainant to continue to provide information that it requests, as this will allow Stripe to best help them, as outlined in it's Service Agreement,"At any time during the term of this Agreement and your use of the Services, we may require additional information from you to verify beneficial ownership or control of the business, validate information you provided, verify you or your Representative’s identity, and assess the risk associated with your business" [redacted] 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, 2015/08/16) */ Stripe does offer business-day transfers in the US, but the very first transfer does take days as outlined here: https://support.stripe.com/questions/how-long-do-transfers-take This one-time delay is to help minimize the risks inherent in processing payments for new businesses Our review of the charge in question still leads us to believe it is at high risk of being made without cardholder authorization, based on several factors, including the card's country of origin and the IP address used to create the payment (these do not match.) The charge has been fully refunded as of August 10th, as indicated in our support email, and the cardholder should see a refund within days of that dateHopefully the refund will resolve any outstanding service issuesWe're sorry we can't work with Mr***'s business going forward
Initial Business Response / [redacted] (1000, 6, 2015/06/12) */ To fulfill our legal and regulatory obligations, Stripe requires that our users have a website or other reputable means of establishing and verifying the identity of their business: On April 27th, 2015, a Stripe representative reached out via email to the complainant to let him know that we were unable to verify their business, as the website they provided to Stripe when signing up for an account does not existIn response Stripe held pending transfers to the complainantThe email contained questions and suggestions as to means of verifying their business and reinstate transfers The complainant responded to provide the correct website URL on May 23rdStripe let the complainant know that the URL had been received and the website would be reviewed The reviewing of the website and account took longer that expected and on June 1st the complainant contacted Stripe againFollowing this, a Stripe Support representative apologized for the delay on June On June Stripe emailed again to let the complainant know the review had been completed and transfers had been reinstatedThe complainant has since received his transfers Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/06/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Below is Stripe's Response to the complaint submitted by [redacted] (herein referred to as the "Complainant") on February 9, 2018.Unfortunately, Stripe is not able to be flexible in regards to the reserve on the Complainant's account. If the Complainant's legal counsel wishes to get in touch with Stripe, they are welcome to do so at [redacted] .
Initial Business Response / [redacted] (1000, 5, 2015/12/01) */ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable law. As a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of... Service. All 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 services. Stripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise. During a routine review, Stripe identified signals that the complainant's account was potentially in violation of the Stripe Terms of Service. While we were investigating further, we paused transfers out of the complainant's account until November 27 as a precaution. The pausing of transfers of this account is in accordance with the following section of the Stripe Terms of Service. Our terms state that we "reserve the right to change the Payout Schedule, suspend payouts to your Bank Account, or initiate a Reversal should we determine it is necessary due to pending disputes, excessive or anticipated excessive Chargebacks or Refunds, or other suspicious activity associated with your use of Stripe Payments". https://stripe.com/us/terms#payout-schedule On November 27, we determined that we had made a mistake and had mis-identified activity on the account as fraudulent. We then re-enabled the complainant's transfers. All of the above actions are well within our Terms of Service. However, we understand waiting on this verification process can be very stressful and we take these problems seriously. We aim to resolve similar issues much more quickly in the future. On November 30, the complainant's Stripe balance of $514.02 transferred to her bank account. We would be happy to revisit having the complainant process on Stripe with an invoice of the goods in her store. Otherwise, she is welcome to close her Stripe account following directions on our website: https://support.stripe.com/questions/how-can-i-close-my-stripe-account
Initial Business Response / [redacted] (1000, 5, 2015/11/22) */ In the last correspondence with the complainant on November 20th, 2015, the complainant agreed to pay the money owed to Stripe as a result of disputes on the accountThe complainant has not paid off the balance owed to Stripe just yet, but the complainant has indicated that they are very close to raising the required funds As discussed with the complainant, disputes can be a frustrating part of accepting credit card payments, and Stripe does everything possible to make sure our users have an advantage during the disputes processThat said, Stripe does not have the ability to resolve disputes for our users, or make decisions about who wins or losesStripe provides tools to our users for submitting evidence to their customers' card-issuer, but that issuer is the entity who arbitrates the process, not Stripe The complainant ultimately bears the responsibility for preventing fraud and disputes on their accountThis procedure is in accordance with the following sections of our Terms of Service, which can also be found at https://stripe.com/us/terms and more specifically https://stripe.com/us/terms#receiving-your-funds-from-card-transactions ("You are responsible for refunds, returns, and liable for customer disputes (chargebacks).") Additional relevant terms agreed to by the complainant: https://stripe.com/us/terms#payment-methods https://stripe.com/us/terms#chargebacks Section Cof Stripes Terms of Service states: "When a Chargeback is issued, you are immediately liable to Stripe for the full amount of payment of the Chargeback plus any associated Fees, fines, expenses or penalties (including those assessed by the Card Networks or our payment processors)You agree that Stripe may recover these amounts by debiting by means of ACH debit of your Bank Account associated with your Stripe Account, debiting your Reserve Account, or setting off any amounts owed to you by usIf we are unable to recover funds related to a Chargeback for which you are liable, you will pay us the full amount of the Chargeback immediately upon demandYou agree to pay all costs and expenses, including without limitation attorneys' fees and other legal expenses, incurred by or on behalf of us in connection with the collection of any unpaid Chargebacks unpaid by you." We also pride ourselves on having as much documentation for our users as we possibly canOne area of focus is fraud and dispute prevention, and we clearly mention steps for our users to take in order to prevent this exact type of situation: https://support.stripe.com/questions/avoiding-fraud-and-disputes#identifying-pot...⇄ While we understand the stress this situation has caused the complainant, our Terms of Service and documentation are very clear that the ultimate responsibility for preventing fraud falls on our users
Complaint: [redacted] I am rejecting this response because:The complaint is different, and has different requests, but "Stripe's response is the same as submitted on January 16, 2018." Stripe's copy/paste response is inappropriate to the new complaint, and addresses NONE of the questions and requests of the complaintStripe should read the complaint carefully and address the questions and requests therein.Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Stripe processes payments for thousands of businesses around the world. We received a message from the complainant on August 7th, 2015, stating that the complainant did not authorize the mentioned charge. On August 7th, 2015, ***, from... our Support team, reached out requesting more information to locate the charge and provide the name of the merchant who processed the charge. The complainant chose not to provide the additional information to locate the charge in question. We understand that unauthorized charges are concerning, and apologize for any unrest the unknown charge presented to the complainant. As Stripe is a payments processor, we receive a charge request through our API, and process that charge. Without seeing the additional details of the charge, unfortunately we are unable to opine on the charge, by whom it was authorized, and how best to resolve the charge. That said, we completely understand as well, if the complainant wishes to dispute the charge with their credit card company if the charge is unauthorized, launching a dispute is a cardholder's right. The complainant is encouraged to contact us at [redacted] @stripe.com if there is anything information we can provide to help resolve this between the complainant and the merchant.
Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ On August 18th, a refund was processed from the complainant's Squarespace account for a charge made on September 9, for $On August 24th, the complainant contacted Stripe, stating that approximately $had been taken from their bank account without their consentUpon further inquiry, the complainant stated they had "emptied the purchase from their squarespace site" the day the refund was executed, but had not meant to trigger a refund from the account, and requested that Stripe "nullify the transaction"As the refund had already been successfully processed via the complainant's Squarespace account, we informed the complainant that they would need to contact that customer for reauthorization to charge their card; Stripe can not reverse refundsComplainant responded, stating that the refund "did not go through" and requesting it be returned to their account; Stripe responded in turn by sending the complainant the details of the successful refund, including a reference numberSince then, Stripe has not received additional correspondence from the complainant Stripe would like to note that all actions taken to recover the funds thus far are in line with Stripe's Terms of Service agreement, specifically in regards to the rules regarding refunds and returns, which can be found here: https://stripe.com/us/terms#refunds-and-returns Of specific note is the following: "You will use best efforts to process all refunds within sixty (60) days after the original transaction date, and you acknowledge that refunds processed after that time may not be capable of being processed For processed refunds, Stripe will deduct the refund amount (including any applicable Fees) from (i) settlement funds owed to you from processing of other card transactions, or (ii) funds in any Reserve AccountIf these funds are not sufficient, you authorize Stripe to initiate an ACH debit entry to your Bank Account in the amount necessary to complete the refund transaction to the cardholder's cardIn the event Stripe cannot access your Bank Account by means of ACH debit, you agree to pay all funds owed to Stripe upon demandYou are solely responsible for accepting and processing returns of your products and services; Stripe has no responsibility or obligation for processing such returns." Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am the client, and I am the one who mistakenly deleted the payment because I thought it was old Why is there no recourse for communication on behalf of the client ie me? This person I have to reprocess the order with is unreachable , and so how am I able to correct a human mistake on my part if you are so inflexible and do not undo that mistake? !!!!! [redacted] Final Business Response / [redacted] (4000, 9, 2015/09/10) */ Once a refund is made and has settled, there is no way Stripe can cancel or reverse this refundAlthough this is a human error, unfortunately, there is no way Stripe can undo this mistake We followed up with the complainant today, and provided a Dashboard link to the refunded charge in questionThis link also contains the email address connected to their customerThe complainant may use this email address to contact the purchaser and ask to recharge their card to undo this mistake
Initial Business Response / [redacted] (1000, 5, 2014/05/22) */ Dear [redacted] , The company Stripe Inchad emailed back to me, and was finally given an advice this morning and have resolved the issue by resuming the transfer of my money to my bank, and I am now just waiting for the successful transfer I appreciate Revdex.com for protecting not just the businesses but also the customers Warm Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 11, 2014/06/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) They handled my case, and resolved it by complying to my demandsI am therefore very satisfied and appreciate Revdex.com for all the help(Case Closed)
Complaint: [redacted] "A dispute on who is the rightful owner of the account was initiatedStripe must ensure that access to the account is given to the correct party." NoI told Stripe that they could also give no access to any parties, when I reported the fraudulent person to them in DecemberSo Stripe doesn't must ensure that access to the account is given to the correct partyI explicitly gave them a third option of giving no access to the account to any party."Stripe has been in contact with both the Complainant and the third party who also claimed ownership of the account." Stripe still hasn't addressed who the other party claiming ownership of the account wasI demand to know the identity of the other party."Stripe kept the Complainant informed of progress throughout it's investigation." It's 'its', not 'it's'No, Stripe didn'tStripe regularly went days or longer without replying to my emails to customer service."During this process, the Complainant regularly used abusive, vulgar language in their emails instead of providing the information requested of them."That's completely falseI swore because I was angry, but swear words are not abusiveAbsuse is an actionAbuse is physicalThere's no such thing as "abusive language"There is either abuse or notWords in and of themselves cannot constitute abuseAnd let's get this straight: as a customer, I am under no obligation to avoid vulgar language, but Stripe customer support DOES have obligations to respond promptly to all emails, and to follow through on promisesStripe customer support failed and continues to fail on these obligationsBecause Stripe fails to reply to many support emails, and regularly takes >days to reply when they can be bothered to reply at all, Stripe customer support must expect customers to be frustrated and to use vulgar languageIf you are incompetent at customer service, you must expect your customers to get frustratedI'm still waiting for [redacted] to call me, for [redacted] to answer my emails, and for [redacted] to answer questions, which I have listed and numbered, and asked for at least twice, but he still has yet to directly answer any one of the numbered questionsI never directed any abuse at anyoneI immediately provided information when Stripe requested it, and then Stripe failed to reply promptlyIn instances, Stripe's response time was days, days, days, and daysAt least of my emails were NEVER ANSWERED AT ALLFor example, a customer rep named [redacted] promised to handle my case, and also promised to call me on January 2ndIt's January 30th, and I still have not received a call nor another email from [redacted] since, despite asking for both calls and emails from [redacted] at least times each in the intervening days."days after requesting Articles of Incorporation to investigate the Complainant's claim to the account, the Complainant provided this informationStripe was unable to move forward in it's investigation until that information was providedNot providing requested information has caused this investigation to take longer than it would have normally."This is completely wrong for multiple reasonsAgain, it's "its" not "it's"Learn the difference, or better yet, hire people who write English competently to handle your Revdex.com cases and customer support emailI NEVER provided Articles of Incorporation, because THERE ARE NO ARTICLES OF INCORPORATIONI stated this IMMEDIATELY (within hours of Stripe's request) and REPEATEDLY (at least times)Stripe WAS able to move forward in ITS investigation without the articles of incorporation, WHICH DO NOT EXIST FOR [redacted] LLC.Stripe still hasn't addressed who the other party claiming ownership of the account wasI demand to know the identity of the other party."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."Proof that you didn't actually read the complaintPlease copy/paste the parts of the complaint in which Complainant claims Stripe acted out of accordance with its TOS, and makes a claim for damages!Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/06/05) */ Disputes can be a frustrating part of accepting credit card payments, and Stripe does everything possible to make sure our users have an advantage during the disputes processThat said, Stripe does not have the ability to resolve disputes for our users, or make decisions about who wins or losesStripe provides tools to our users for submitting evidence to their customers' card-issuer, but that issuer is the entity who arbitrates the process, not Stripe This user wrote to Stripe on April 27th 2015, questioning the validity of a payment they had received and asking for advice on whether or not to ship the merchandiseOn April 29th, 2015, a Stripe support representative responded explaining that the payment did not seem legitimate, and advised the complainant not to ship merchandise, and to refund the payment As a matter of further clarification, Stripe does not authorize charges for our usersMuch like the disputes process, we pass [redacted] relevant information (including any CVC, street check, and ZIP checks the user mentions in his complaint) to the card-issuing bank, who then authorize or decline the charge While it appears that the complainant took reasonable steps to resolve the disputes in their favor, Stripe is not in a position to cover the cost of disputed funds for our usersOur terms explicitly state that users are "immediately liable to Stripe for the full amount of payment of the Chargeback plus any associated Fees, fines, expenses or penalties." Our terms further state that "Stripe may provide you with assistance including notifications and software to help you contest your ChargebacksWe do not assume any liability for our role or assistance in contesting Chargebacks." Our users accept these terms when they create their Stripe accountsMore information can be found in our terms of service, here: https://stripe.com/us/terms#chargebacks Disputes are a reality of accepting credit card payments, especially onlineIn this case, there are no extenuating circumstances that warrant Stripe assuming liability for the disputed funds, though of course we will continue to support her as much as possible through any further disputes or chargebacks she receives Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) As a matter of clarification, this complaint is not to influence Stripe in making a decision for or against the disputed transaction, but rather for them to take responsibility for dispute With regards to the correspondence I sent Stripe on 04/27/concerning the validity of the charge, it was stated I would receive a response within 24-hoursUnfortunately they did not reply in the allotted time frame and the response did NOT recommend the order not be shipped or the payment refundedThe response actually stated, "it's kind of difficult to give a 100% positive answer for you" and was labeled a "borderline case"The ONLY suggestion from Stripe was, "I would suggest reaching out to your customer, just to see what they say about your concerns." AgainMy account was setup to require CVC and address verificationStripe however, does not disclose that buyers can leave this information blank allowing for fraudulent charges to be acceptedThis was the core problem in my situationLogic should dictate that AND/OR no CVC/address should result in the sameA decline in the charge Furthermore, the ONLY reason I did business with Stripe was because its a requirement to sell in the Storenvy marketplaceAll the gibberish stating Stripe actually provides no service is buried in pages and pages of fine print which one would need to retain a lawyer to decipher I have been an online retailer for five yearsIn those five years I have used PayPal to accept all my payments, including those made by credit card, and not one time has there been a fraudulent chargeYet only three transactions in with Stripe and I'm ripped offThis is nobody's fault except that of Stripe who accepted a payment which should have been refused based on my settings to decline payments which do NOT pass [redacted] & address verification Final Business Response / [redacted] (4000, 9, 2015/06/17) */ The complainant contacted us on April 27th to ask whether or not it was safe to ship the productThe body of this e-mail from the complainant follows with sensitive details redacted: I received a payment in the amount of $and want to ensure its a valid payment before I ship the productIs it valid and safe for me to ship? Date: 2015/04/17:35: Payment ID: [redacted] Request ID: [redacted] Buyer ID: [redacted] Store ID: [redacted] ID: [redacted] We responded to the complainant on April 29th, and advised that it was likely a fraudulent chargeOur response to the complainant follows: Hi ***, Thanks for reaching out to us about this order I've taken a look at this charge and since *3rd party redacted [redacted] didn't pass [redacted] shipping information on to us, it's kind of difficult to give a 100% positive answer for you However, based on the information provided, I feel that this charge isn't legitimateThe reason I feel this could be a fraudulent charge is the Zip code (***) is for *city redacted [redacted] but that card issue country is *country redacted*Even though the CVC passed [redacted] checks, it's possible that the card itself could be stolen, in which case, all card information including the cardholder's name and CVC would still be correct I would suggest reaching out to your customer, just to see what they say about your concernsYou'll often be able to get a good feeling whether any correspondence from them doesn't quite sound rightAnd if you're simply unable to determine whether or not the charge is legitimate, you will need to decide whether the charge presents unacceptable risk to your business, as you are responsible for each charge you choose to honorShould a chargeback occur, you will be responsible for the full amount of the charge, even if you shipped in good faithIt's always best to err on the side of caution! You know your business and customers best, and should use this knowledge along with common sense to determine whether you wish to proceed with the order We offer a lot of advice regarding charge/order review here: https://support.stripe.com/questions/avoiding-fraud-and-disputes I wish I could be more definitive, but some charges are really borderline cases! Please let me know if you have any other questions! The complainant responded again on April 29th, claiming that they had already shipped the item since we did not responded within hoursHaving to wait more than hours for a response does not relieve the complainant of their contractual obligations to bear the responsibility for preventing fraud on their accountThis procedure is in accordance with the following sections of our Terms of Service, which can also be found at https://stripe.com/us/terms and more specifically https://stripe.com/us/terms#receiving-your-funds-from-card-transactions ("You are responsible for refunds, returns, and liable for customer disputes (chargebacks).") Additional relevant terms agreed to by the complainant: https://stripe.com/us/terms#payment-methods https://stripe.com/us/terms#chargebacks Section Cof Stripes Terms of Service states: "When a Chargeback is issued, you are immediately liable to Stripe for the full amount of payment of the Chargeback plus any associated Fees, fines, expenses or penalties (including those assessed by the Card Networks or our payment processors)You agree that Stripe may recover these amounts by debiting by means of ACH debit of your Bank Account associated with your Stripe Account, debiting your Reserve Account, or setting off any amounts owed to you by usIf we are unable to recover funds related to a Chargeback for which you are liable, you will pay us the full amount of the Chargeback immediately upon demandYou agree to pay all costs and expenses, including without limitation attorneys' fees and other legal expenses, incurred by or on behalf of us in connection with the collection of any unpaid Chargebacks unpaid by you." The complainant alleges that Stripe should not approve charges that have `unchecked` statuses for ZIP codes, but each cardholder bank determines whether or not to check those fields, and whether or not to approve a chargeIn this case, the customer's bank in *country redacted [redacted] approved the chargeIt's also worth noting that *country redacted [redacted] does not have ZIP codes, which explains why the ZIP code is marked as `unchecked`Stripe offers the ability to automatically decline charges that fail these checks, but cannot decline unchecked paymentsWe cover the topic of Address and ZIP code checks in greater detail on our support https://support.stripe.com/questions/what-is-avs We also pride ourselves on having as much documentation for our users as we possibly canOne area of focus is fraud and dispute prevention, and we clearly mention steps for our users to take in order to prevent this exact type of situation: https://support.stripe.com/questions/avoiding-fraud-and-disputes#identifying-pot...⇄ While we understand the stress this situation has caused the complainant, our Terms of Service and documentation are very clear that the ultimate responsibility for preventing fraud falls on our usersThe complainant recognized the risk associated with shipping products to *country redacted*, as evidenced by the complainant's original e-mail to Stripe, but shipped the item before we had a chance to review the details of the charge and respond appropriately Final Consumer Response / [redacted] (4200, 13, 2015/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regarding the email response from Stripe on 04/29/2015, they indicated they looked into the zip code which was for California and it in fact was notI checked myself and it came up as an international postal code Again, Stripe had no right to accept the payment without verifying the zip code, or as known internationally, a postal code Furthermore, Stripe is now claiming they offer no actual processing of payments and therefore they render no actual service, yet they charge a fee I still want a full refund as previously stated because I am out the monies and product due to their oversightPerhaps they can later go after Storenvy for forcing members, such as myself, to use Stripe
As of [redacted] 5, [redacted] the charges on the complainant's account have been refundedThe card holders will see the funds posted to their card balances within the next ten daysThe complainant is welcome to email us at [email protected] with any additional questions
Dispute OverviewBoth charges were processed on [redacted] 13, ***, then disputed on [redacted] 25, [redacted] and [redacted] 1, ***Because the Complainant is the party with the most information about their customer, they're best equipped to determine whether or not a purchase is fraudulentThe Complainant agreed to be held responsible for fraudulent transactions on their account through Stripe's Terms of Service:"If you are unsure if a Transaction is erroneous or suspicious, you agree to research the Transaction and, if necessary, contact your Customer before fulfilling or completing the TransactionYou are solely responsible for any losses you incur due to erroneous or fraudulent Transactions in connection with your use of the Services."https://stripe.com/us/legal#your-relationship-with-your-customersDispu...⇄ Resolution TermsStripe 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 $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 $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 processWhen a cardholder initiates a 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 disputesIn 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, 2015/12/01) */ Disputes can be a frustrating part of accepting credit card payments, and Stripe does everything possible to make sure our users have an advantage during the disputes processThat said, Stripe does not have the ability to resolve disputes for our users, or make decisions about who wins or losesStripe provides tools to our users for submitting evidence to their customers' card-issuer, but that the issuer is the entity who arbitrates the process, not Stripe The complainant ultimately bears the responsibility for preventing fraud and disputes on their accountThis procedure is in accordance with the following sections of our Terms of Service, which can also be found at https://stripe.com/us/terms and more specifically https://stripe.com/us/terms#receiving-your-funds-from-card-transactions "You are responsible for refunds, returns, and liable for customer disputes (chargebacks)." Additional relevant terms agreed to by the complainant: https://stripe.com/us/terms#payment-methods https://stripe.com/us/terms#chargebacks Section Cof Stripes Terms of Service states: "When a Chargeback is issued, you are immediately liable to Stripe for the full amount of the transaction related to the Chargeback plus any associated Fees, fines, expenses or penalties (including those assessed by the Card Networks or our payment processors)You agree that Stripe may recover these amounts by debiting your Bank Account, debiting the Reserve Account, or setting off any amounts owed to you by usIf we are unable to recover funds related to a Chargeback for which you are liable, you will pay us the full amount of the Chargeback immediately upon demandWhere such amounts are not immediately paid to us, you agree to pay all costs and expenses, including without limitation attorneys' fees and other legal expenses, incurred by or on behalf of us in connection with the collection of any unpaid Chargebacks unpaid by you." We also pride ourselves on having as much documentation for our users as we possibly canOne area of focus is fraud and dispute prevention, and we clearly mention steps for our users to take in order to prevent this exact type of situation: https://support.stripe.com/questions/avoiding-fraud-and-disputes#identifying-pot...⇄ While we understand the stress this situation has caused the complainant, our Terms of Service and documentation are very clear that the ultimate responsibility for preventing fraud falls on our users
Initial Business Response / [redacted] (1000, 5, 2015/02/11) */ Stripe attempted to transfer funds into this user's Bank of Nova Scotia account on January 22nd (for $69.63) and 23rd (for $133.84)Both of these transfers were returned to us, by the bank, with the error "No Account"The account and routing numbers for this account were provided directly by the user on October 28, We informed the user via email that these transfers had failedShe updated her bank account details on January 24, We retried a transfer for $(the account's balance, including that of the previously failed transfers) on February 2ndThis transfer has not been returned to us, as of today, so it would appear that this transfer completed successfully We have communicated this to our user via email and the status of her transfers are available in her account dashboard