Complaint: [redacted] I am rejecting this response because: If Stripe can not do anything to help it's clients then it should not play an intermediary role and have the merchant directly deal with the credit card company and answer all questions they have and provide all the proof in merchant's possession For stripe to automatically charge back my account and for the entire sale and not giving me to resolve this issue directly with credit card company is at the core of the issue.If it wasn't for Stripe, credit card company could directly approach me as merchant and as for supporting document and I could much better resolve the issue with card companyStripe is acting on my behalf and at the same time telling me it can not do anything about itThis is simply wrong Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/11/06) */ Stripe uses a complex automated fraud detection algorithm that picks up on common indicators of fraudulent transactions and fraudulent businesses The complainant's business was identified by our fraud detection systems as a likely fraudulent business on October 30th, 10/As part of this process, we initially paused the transfer of fundsWhen the complainant contacted us on 10/30, we had already initiated an investigationWe then identified that a positive had occurred On Nov 4th, 11/4, Stripe removed the fraudulent status from the customer's account and released the funds, which have since been deposited into the customer's bank account We have resolved the issue between the complainant and StripeIf the complainant has any further questions for Stripe, they may contact us at [redacted] @stripe.comWe sent the following message to the complainant on November 6, 2015: "Thanks for writing in and I sincerely apologise for the hassle hereAs part of our desire to best protect our users, as well as our legal obligations, we have a lot of data points we use to detect potential fraudAs fraud patterns change, so to does our detection of itWhile our systems are very, very good at this - it isn't 100% accurate and there are some cases where an account or charge can be flagged, incorrectly, as potentially fraudulentWe do review every Stripe account manually and always want to make sure we can work with as many users as possible On occasion, a legitimate charge can have all the signs of one that is potentially fraudulent, and it's these cases where sometimes a decision is taken that isn't the right oneI am very sorry for the trouble this caused and can assure you that your account has been fully enabled and you can continue using Stripe to process payments If there's anything else I can help with or if you'd like any more information, please let me know and I'd be happy to help." positives 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 and invite the user to let us know what if any additional remediation steps they'd like us to take Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)
we had a couple retro products that we decided to sell in all in hopes to start a business so we posted and people wanted a safe check out so we chose stripewe make a sale for $we received $so we get a chargeback no big cuz we got evidence but wait stripe takes the money already sends it back then say dispute wait sixty days what for one that card close too you already admit guilt when the money sent back on top of that they said we owed $plus who ever has our product they say they don't monitor so we had our bank stay on it and they found it was fraudulent to take the money after while investigating right after we get hit with another which we did not dispute by this time we done read everything about this company knew we were not going to win no matterthe bank not going to get involved on another charge it put our stip count a negative $even though we had enuf to cover the charges because we had another order the problem was now we are going to be out all three products with no money so we still sent the order out to customer not their fault.We are now officially out of business until the bank return the first funds, what you now we get hit with another chargeback which we have to defend and lose of course even with evidence these chargeback are days if not weeks later everything passes they even sign for the packages as far customer service there none for stripeWe can understand if you get a complaint and stipe holds funds for you to dispute any complaints then decide who right or wrong not keep taking money then have you fight for it back just to get shut down
You people know betterIf this is your idea of doing business with all of these complaints I'm seeing, and now I'm a complainerI'm still waiting on my little $to postThe dates keep switching and now like plenty of others you send out an email saying "you're hands are tied" and fraudulent transactionsLol there's no way to contact you peopleWhy would you deal with people's money and have no way for them to reach you other than an emailI've never seen business done like thisI'm highly disappointedPayPal never gave me any issues everIf it's a problem, call them, they help you fix it and life keeps goingIt's Stripe, step your game up and buy some phonesQuit being cheap especially when you got people all across the world's money in your hands
Complaint: [redacted] I am rejecting this response because:As they stated its high risk if it gets even 1% of disputes or charge backs I understand and agree but if I get have no charge backs what so ever or disputes that puts me at 0% charge back or disputes so wouldnt make me high riskWhat is the reason they are considering it high risk if dont have at least the 1%they mentioned hereI just need my funds deposited into my account in account within a reasonable time frameHow do other business who use stripe get their available funds deposited into their accounts in reasonable time frames and I dont? I dont think everyone waits days thats ridiculousThis is really affecting my business and me at a personal levelI will ask once again to have my money available to me if there isnt any disputes as of now Sincerely,Bishamber ***
Initial Business Response / [redacted] (1000, 8, 2014/12/22) */ [redacted] wrote to us on November 30th regarding the status of her transfers, and we responded on December 3rdWe apologize for this delayOn November 23rd, we had reached out to [redacted] regarding an issue we had verifying the website URL provided on her account application - it seems our email was overlooked or lost [redacted] provided the requested information on December 3rd, and we were able to review her website and release her transfers the same dayHer transfer arrived in her bank account on December 5,
Stripe is a rip offAnyway they want to scam you they willLong story short I set up an account to be monthly charged dollarsA couple of days later I get an email saying that they signed me up for an annual account at the dollar rateThey took the dollars and moreThey don't even have a customer service number and I see whyTheir grade should be an F
Initial Business Response / [redacted] (1000, 5, 2015/03/10) */ During the course of a routine review on February 3rd, 2015, Stripe emailed the complainant as their website appeared to be downStripe paused transfers until receiving an updated URLWe do reserve the right to do this as per our Terms of Service, which are posted on Stripe's website ( https://stripe.com/terms) and to which all merchants must agree when setting up a Stripe accountThe complainant responded the same day that they did not have an active website and would not for monthsStripe replied, also on February 3rd, that we do need a verifiable online presence of each Stripe account that gives clear information about the businessStripe also suggested a social media profile in lieu of a website The complainant responded on February 4th, reiterating that they did not have a website; Stripe did reply on the 4th and again on the 5th to emphasize the necessity of an online presence, once again suggesting a social media profile as a quick solutionThe complainant replied on the 6th asking for confirmation that this was required; Stripe confirmed once again on February 10th that we did need to review an online presence Due to KYC (Know Your Customer) and anti-money laundering laws, we are required to verify the businesses of all of Stripe's usersWhen a new seller opens an account they are required to provide a URL for their business, as per our Terms of Service (https://stripe.com/us/terms#company-descriptions-and-site-url)Without being able to review and verify what products or services our users are selling, we are unable to resume transfersOnce we are presented with an online presence to review, transfers can resumeThe complainant is also welcome to issue refunds and make alternate arrangements to collect payment from their customers
While we understand that the complainant is frustrated by Stripe taking a reserve on their account, we clearly identified events as a type of business that we will hold reserves onThe Services Agreement that was accepted by the complainant when opening their Stripe account states the following:"Stripe is not a bank and we do not provide loans or extend creditIf you accept payment for products or services (including events such as concerts or other performances) not immediately deliverable to the Customer (a “Preorder”), we may, in our sole discretion, initiate Reversals or hold Reserves for all or a portion of the Charges processed by us for a PreorderIf you would like to receive payment for a Preorder, please contact us before doing so."(See https://stripe.com/us/legal#section_c, Section C.2.)"Funds will be returned to you on the timeline provided, which is based on the potential risk of loss to StripeYou can review our Services Agreement for more details." (See https://stripe.com/us/legal#section_c, Section C.8.)It is Stripe's strong preference to resolve this amicably as we believe this to be a waste of our and the complainant's time, energy, and money to pursue litigationHowever, if they choose to file suit, please know that Stripe will vigorously defend its interests and reserves all rights available to it, including recovery of costs from the complainant for such lawsuitPlease also note that the complainant has agreed to arbitrate any dispute in San Francisco (See https://stripe.com/us/legal#section_e, Section E.11)Again, we sincerely hope that they elect not to go down this route, but if they elect to they may submit legal process tohttps://stripe.com/notices
Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ 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 25th February 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, 2015/08/28) */ Hello, In answer to Stripes response, I do not understand how a payment processing center is basically accusing there client of accepting bad charge cardsThey are the company that we trusted to process all of the credit card transactions when purchasing our merchandiseWe have no idea if the payment transaction is legitimate or not that is why we partnered with Stripe, whose job it is to verify the credit card transaction Also they cancelled our account as of February 25, 2015, (which they confirmed in there response), that would make it over months since the account was closedI believe that is enough time to know if all transactions are final Thank You, [redacted] ***/ [redacted] Final Business Response / [redacted] (4000, 11, 2015/09/25) */ Hey ***, In response to our
Initial Business Response / [redacted] (1000, 5, 2015/07/21) */ We're legally required to review every business that signs up with us here at Stripe, and that includes verify ownership of a domain as well as being able to view a websiteWe were unable to do either of those things at the moment that this complaint was filed Currently, the user's website lead us to an error and we were unable to visit the webpageWe responded and attached a screenshot of this errorThe user was able to provide an alternative domain and we were able to verify domain ownership We've released the user's funds, and this issue has been resolved Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response was extremely delinquent and since the domain they asked that we verify did not exist in email format we had to hire an IT programmer to create the unusable email addressAll I wanted was to communicate to STRIPE and they did not deliver on their promised 'hour' response time1-weeks to respond when salary funds are held up is deplorable Final Business Response / [redacted] (4000, 9, 2015/07/27) */ On April June 14th, we reached out to the complainant requesting information to complete their identity verificationStripe must verify all of our user's identities to stay in compliance with KYC, or Know Your Customer, regulationsThe URL that the complainant originally provided was incorrect, and we needed the additional info to finish the verification processWe allow our users to start processing before verification is complete, but [redacted] ask for more data or clarification in some cases having a verifiable online presence is a necessary step in Stripe's identity verification procedureIf the user doesn't respond within a few days of our message, we [redacted] disable their transfers until they are able to send over the requested information This was the case with the complainantThe complainant responded regarding our June 14th message on July 11th providing a working URLWe then sent an e-mail to the complainant on July 22nd, informing them that their account had been verified and transfers had been enabled We would like to sincerely apologize for the delay in releasing the complainant's transfersThe verification process is vital to our business, but in this case the time it took adversely effect our user's businessIf the user has any issues or questions we can help with as they continue to process with Stripe, we [redacted] do everything possible to respond efficiently
We understand the complainant's frustrationHowever, due to the high risk of disputes on their account, we must place a reserve on the complainant's accountIf these transactions are indeed legitimate, the complainant is welcome to log into their Stripe account and refund the customer so they can reprocess the funds through a different processor
Initial Business Response / [redacted] (1000, 5, 2015/12/01) */ Since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues ariseThis type of review is sometimes necessary when a merchant processes an unusually large transaction, as the complainant did On November 18th, we sent an email to the complainant asking for confirmation they have ownership of their listed web domainThe complainant confirmed this on November 19th There was a delay between when the complainant confirmed their web domain and when we were able to review their account on November 27thWe would like to sincerely apologize for this delay in releasing the complainant's transfers Once we reviewed the complainant's account, we were able to resume their transfersA transfer for $was sent to the complainant's bank account on November 30th These precautionary measures are vital to our business, but in this case there was a delay in reviewing the complainant's informationIf the complainant has any issues or questions we can help with as they continue to process with Stripe, we will do everything possible to respond quickly
Initial Business Response / [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
Complaint: [redacted] I am rejecting this response because: If Stripe can not do anything to help it's clients then it should not play an intermediary role and have the merchant directly deal with the credit card company and answer all questions they have and provide all the proof in merchant's possession For stripe to automatically charge back my account and for the entire sale and not giving me to resolve this issue directly with credit card company is at the core of the issue.If it wasn't for Stripe, credit card company could directly approach me as merchant and as for supporting document and I could much better resolve the issue with card companyStripe is acting on my behalf and at the same time telling me it can not do anything about itThis is simply wrong Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/11/06) */ Stripe uses a complex automated fraud detection algorithm that picks up on common indicators of fraudulent transactions and fraudulent businesses The complainant's business was identified by our fraud detection systems as a likely fraudulent business on October 30th, 10/As part of this process, we initially paused the transfer of fundsWhen the complainant contacted us on 10/30, we had already initiated an investigationWe then identified that a positive had occurred On Nov 4th, 11/4, Stripe removed the fraudulent status from the customer's account and released the funds, which have since been deposited into the customer's bank account We have resolved the issue between the complainant and StripeIf the complainant has any further questions for Stripe, they may contact us at [redacted] @stripe.comWe sent the following message to the complainant on November 6, 2015: "Thanks for writing in and I sincerely apologise for the hassle hereAs part of our desire to best protect our users, as well as our legal obligations, we have a lot of data points we use to detect potential fraudAs fraud patterns change, so to does our detection of itWhile our systems are very, very good at this - it isn't 100% accurate and there are some cases where an account or charge can be flagged, incorrectly, as potentially fraudulentWe do review every Stripe account manually and always want to make sure we can work with as many users as possible On occasion, a legitimate charge can have all the signs of one that is potentially fraudulent, and it's these cases where sometimes a decision is taken that isn't the right oneI am very sorry for the trouble this caused and can assure you that your account has been fully enabled and you can continue using Stripe to process payments If there's anything else I can help with or if you'd like any more information, please let me know and I'd be happy to help." positives 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 and invite the user to let us know what if any additional remediation steps they'd like us to take Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)
we had a couple retro products that we decided to sell in all in hopes to start a business so we posted and people wanted a safe check out so we chose stripewe make a sale for $we received $so we get a chargeback no big cuz we got evidence but wait stripe takes the money already sends it back then say dispute wait sixty days what for one that card close too you already admit guilt when the money sent back on top of that they said we owed $plus who ever has our product they say they don't monitor so we had our bank stay on it and they found it was fraudulent to take the money after while investigating right after we get hit with another which we did not dispute by this time we done read everything about this company knew we were not going to win no matterthe bank not going to get involved on another charge it put our stip count a negative $even though we had enuf to cover the charges because we had another order the problem was now we are going to be out all three products with no money so we still sent the order out to customer not their fault.We are now officially out of business until the bank return the first funds, what you now we get hit with another chargeback which we have to defend and lose of course even with evidence these chargeback are days if not weeks later everything passes they even sign for the packages as far customer service there none for stripeWe can understand if you get a complaint and stipe holds funds for you to dispute any complaints then decide who right or wrong not keep taking money then have you fight for it back just to get shut down
You people know betterIf this is your idea of doing business with all of these complaints I'm seeing, and now I'm a complainerI'm still waiting on my little $to postThe dates keep switching and now like plenty of others you send out an email saying "you're hands are tied" and fraudulent transactionsLol there's no way to contact you peopleWhy would you deal with people's money and have no way for them to reach you other than an emailI've never seen business done like thisI'm highly disappointedPayPal never gave me any issues everIf it's a problem, call them, they help you fix it and life keeps goingIt's Stripe, step your game up and buy some phonesQuit being cheap especially when you got people all across the world's money in your hands
Complaint: [redacted] I am rejecting this response because:As they stated its high risk if it gets even 1% of disputes or charge backs I understand and agree but if I get have no charge backs what so ever or disputes that puts me at 0% charge back or disputes so wouldnt make me high riskWhat is the reason they are considering it high risk if dont have at least the 1%they mentioned hereI just need my funds deposited into my account in account within a reasonable time frameHow do other business who use stripe get their available funds deposited into their accounts in reasonable time frames and I dont? I dont think everyone waits days thats ridiculousThis is really affecting my business and me at a personal levelI will ask once again to have my money available to me if there isnt any disputes as of now Sincerely,Bishamber ***
Initial Business Response / [redacted] (1000, 8, 2014/12/22) */ [redacted] wrote to us on November 30th regarding the status of her transfers, and we responded on December 3rdWe apologize for this delayOn November 23rd, we had reached out to [redacted] regarding an issue we had verifying the website URL provided on her account application - it seems our email was overlooked or lost [redacted] provided the requested information on December 3rd, and we were able to review her website and release her transfers the same dayHer transfer arrived in her bank account on December 5,
Stripe is a rip offAnyway they want to scam you they willLong story short I set up an account to be monthly charged dollarsA couple of days later I get an email saying that they signed me up for an annual account at the dollar rateThey took the dollars and moreThey don't even have a customer service number and I see whyTheir grade should be an F
Initial Business Response / [redacted] (1000, 5, 2015/03/10) */ During the course of a routine review on February 3rd, 2015, Stripe emailed the complainant as their website appeared to be downStripe paused transfers until receiving an updated URLWe do reserve the right to do this as per our Terms of Service, which are posted on Stripe's website ( https://stripe.com/terms) and to which all merchants must agree when setting up a Stripe accountThe complainant responded the same day that they did not have an active website and would not for monthsStripe replied, also on February 3rd, that we do need a verifiable online presence of each Stripe account that gives clear information about the businessStripe also suggested a social media profile in lieu of a website The complainant responded on February 4th, reiterating that they did not have a website; Stripe did reply on the 4th and again on the 5th to emphasize the necessity of an online presence, once again suggesting a social media profile as a quick solutionThe complainant replied on the 6th asking for confirmation that this was required; Stripe confirmed once again on February 10th that we did need to review an online presence Due to KYC (Know Your Customer) and anti-money laundering laws, we are required to verify the businesses of all of Stripe's usersWhen a new seller opens an account they are required to provide a URL for their business, as per our Terms of Service (https://stripe.com/us/terms#company-descriptions-and-site-url)Without being able to review and verify what products or services our users are selling, we are unable to resume transfersOnce we are presented with an online presence to review, transfers can resumeThe complainant is also welcome to issue refunds and make alternate arrangements to collect payment from their customers
While we understand that the complainant is frustrated by Stripe taking a reserve on their account, we clearly identified events as a type of business that we will hold reserves onThe Services Agreement that was accepted by the complainant when opening their Stripe account states the following:"Stripe is not a bank and we do not provide loans or extend creditIf you accept payment for products or services (including events such as concerts or other performances) not immediately deliverable to the Customer (a “Preorder”), we may, in our sole discretion, initiate Reversals or hold Reserves for all or a portion of the Charges processed by us for a PreorderIf you would like to receive payment for a Preorder, please contact us before doing so."(See https://stripe.com/us/legal#section_c, Section C.2.)"Funds will be returned to you on the timeline provided, which is based on the potential risk of loss to StripeYou can review our Services Agreement for more details." (See https://stripe.com/us/legal#section_c, Section C.8.)It is Stripe's strong preference to resolve this amicably as we believe this to be a waste of our and the complainant's time, energy, and money to pursue litigationHowever, if they choose to file suit, please know that Stripe will vigorously defend its interests and reserves all rights available to it, including recovery of costs from the complainant for such lawsuitPlease also note that the complainant has agreed to arbitrate any dispute in San Francisco (See https://stripe.com/us/legal#section_e, Section E.11)Again, we sincerely hope that they elect not to go down this route, but if they elect to they may submit legal process tohttps://stripe.com/notices
Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ 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 25th February 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, 2015/08/28) */ Hello, In answer to Stripes response, I do not understand how a payment processing center is basically accusing there client of accepting bad charge cardsThey are the company that we trusted to process all of the credit card transactions when purchasing our merchandiseWe have no idea if the payment transaction is legitimate or not that is why we partnered with Stripe, whose job it is to verify the credit card transaction Also they cancelled our account as of February 25, 2015, (which they confirmed in there response), that would make it over months since the account was closedI believe that is enough time to know if all transactions are final Thank You, [redacted] ***/ [redacted] Final Business Response / [redacted] (4000, 11, 2015/09/25) */ Hey ***, In response to our
Initial Business Response / [redacted] (1000, 5, 2015/07/21) */ We're legally required to review every business that signs up with us here at Stripe, and that includes verify ownership of a domain as well as being able to view a websiteWe were unable to do either of those things at the moment that this complaint was filed Currently, the user's website lead us to an error and we were unable to visit the webpageWe responded and attached a screenshot of this errorThe user was able to provide an alternative domain and we were able to verify domain ownership We've released the user's funds, and this issue has been resolved Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response was extremely delinquent and since the domain they asked that we verify did not exist in email format we had to hire an IT programmer to create the unusable email addressAll I wanted was to communicate to STRIPE and they did not deliver on their promised 'hour' response time1-weeks to respond when salary funds are held up is deplorable Final Business Response / [redacted] (4000, 9, 2015/07/27) */ On April June 14th, we reached out to the complainant requesting information to complete their identity verificationStripe must verify all of our user's identities to stay in compliance with KYC, or Know Your Customer, regulationsThe URL that the complainant originally provided was incorrect, and we needed the additional info to finish the verification processWe allow our users to start processing before verification is complete, but [redacted] ask for more data or clarification in some cases having a verifiable online presence is a necessary step in Stripe's identity verification procedureIf the user doesn't respond within a few days of our message, we [redacted] disable their transfers until they are able to send over the requested information This was the case with the complainantThe complainant responded regarding our June 14th message on July 11th providing a working URLWe then sent an e-mail to the complainant on July 22nd, informing them that their account had been verified and transfers had been enabled We would like to sincerely apologize for the delay in releasing the complainant's transfersThe verification process is vital to our business, but in this case the time it took adversely effect our user's businessIf the user has any issues or questions we can help with as they continue to process with Stripe, we [redacted] do everything possible to respond efficiently
We understand the complainant's frustrationHowever, due to the high risk of disputes on their account, we must place a reserve on the complainant's accountIf these transactions are indeed legitimate, the complainant is welcome to log into their Stripe account and refund the customer so they can reprocess the funds through a different processor
Initial Business Response / [redacted] (1000, 5, 2015/12/01) */ Since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues ariseThis type of review is sometimes necessary when a merchant processes an unusually large transaction, as the complainant did On November 18th, we sent an email to the complainant asking for confirmation they have ownership of their listed web domainThe complainant confirmed this on November 19th There was a delay between when the complainant confirmed their web domain and when we were able to review their account on November 27thWe would like to sincerely apologize for this delay in releasing the complainant's transfers Once we reviewed the complainant's account, we were able to resume their transfersA transfer for $was sent to the complainant's bank account on November 30th These precautionary measures are vital to our business, but in this case there was a delay in reviewing the complainant's informationIf the complainant has any issues or questions we can help with as they continue to process with Stripe, we will do everything possible to respond quickly
Initial Business Response / [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