Initial Business Response / [redacted] (1000, 5, 2014/03/18) */ This complainant has an account with Shopify Payments (http://www.shopify.com/payments)Stripe provides some of the backend payment services for Shopify Payments, but does not communicate directly with Shopify Payments customers and is not responsible for providing direct customer service Stripe received an email from the complainant on March stating that the user was not receiving paymentsWe referred the user to Shopify on March 14, since Shopify provides all customer service for Shopify Payments accounts The complainant subsequently followed up with Stripe stating they were told by Shopify to contact StripeAlthough Stripe is not the customer service provider for Shopify Payments accounts, Stripe reached out to Shopify to help resolve the situationIt was determined that the funds were not transferred because of a hold placed by ShopifyThe complainant refused to complete the ID verification process, and the Shopify customer service team had explained this requirement to the complainant Shopify and Stripe have since closed the complainant's account and will transfer the remaining funds to the complainant, with payments expected to be deposited on March 19, Stripe also replied to the user's email, explaining that we had contacted Shopify, and that they would resolve the situationShopify has also followed up with the user as the provider of customer service for their account We believe this issue has been resolved, and would encourage the user to bring any further questions to Shopify, which provides customer support for all users of the Shopify Payments product Final Consumer Response / [redacted] (2000, 7, 2014/03/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Since filing the complaint Shopify has refunded my account on 3/I will be canceling all accounts with both companies
Stripe operates within the constraints imposed by our banking partners, credit card networks, and applicable lawsTherefore, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms Because Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe has be certain that a business using Stripe is in agreement with our terms and conditions outlinedStripe 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 possible signals that the complainant's account was in violation of the Stripe Terms of ServiceStripe temporarily paused activity on the user's account while we looked for confirmation that the complainant's business met our standardsDue to some issues clarifying the user's business model, description and URL, this review was delayed unexpectedlyHowever, we were eventually able to confirm the complainant's business model and these paused transfers have been resumedThese funds have been sent out to the complainant
Stripe operates within the constraints imposed by our banking partners, credit card networks, and applicable lawsTherefore, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardThe majority of the complainant’s business seemed to be driven through unauthorized, fraudulent chargesOn July ***, we reached to the complainant to let them know about our concerns and that we could no longer support their businessWe reviewed the information associated with these charges and after a thorough investigation, Stripe closed the complainant's account.The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" : https://stripe.com/us/terms#terminationAs a result, we are unable to support the complainant's request to set up another account with us
Initial Business Response / [redacted] (1000, 5, 2015/10/14) */ To clarify: Stripe creates software to help companies accept payments onlineWe don't process payments made by check or cash The timeline provided by the complainant appears to match the process for disputed credit card payments While it isn't possible to match the information provided to an ongoing dispute, we can provide a little background on the general process for disputed payments: When a payment is disputed by a cardholder, we're notified by their bank, who automatically refunds the transactionOnce a dispute is initiated, the merchant (Stripe's user) then has an opportunity to present evidence supporting why the payment was authorized and validStripe forwards this evidence to the cardholder's bank, who ultimately decides whether the payment should be awarded to the cardholder or the merchant If the complainant has any questions about the status of a disputed payment, they should contact their bank directlyIf there's anything else that Stripe can do to help, the complainant can contact us by emailing [redacted] @stripe.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I just spoke with my bank, and they are going to give me my money backI need to make sure that this company is being checked and/or investigated as this is a scam and this needs to stopI am not sure what the Revdex.com can do or I can do to alert people to this scam and to Stripe Inc as well as Avid FansThere was no delivery date and Avid Fans website showed that this order was paid for but order not fullfilledI can provide any documentation to aid the Revdex.com in helping to stop these kinds of scams to continue Thank you Final Business Response / [redacted] (4000, 9, 2015/10/20) */ It appears that the complainant has resolved this dispute with their bankIf there's anything else that Stripe can do to help, the complainant can contact us by emailing [redacted] @stripe.com
Stripe operates within the constraints imposed by our banking partners, credit card networks, and applicable lawsTherefore, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms Because Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe has to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe also periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardThe majority of the complainant’s business seemed to be driven through unauthorized, fraudulent charges On June 15, we reached to the complainant to let them know about our concerns and to get more information about the payments in questionAfter a thorough investigation, Stripe closed the complainant's account The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" : https://stripe.com/us/terms#termination While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data
Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Stripe processes payments for thousands of businesses around the worldWe received a message from the complainant on August 7th, 2015, stating that the complainant did not authorize the mentioned chargeOn 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 chargeThe 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 complainantAs Stripe is a payments processor, we receive a charge request through our API, and process that chargeWithout 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
They are the worse customer service!! They do not have a call in numberI opened up an account and they took over charges from my customers and then held the money without communicating with me for over days!! And automatic responses from a computer saying you will return the email do not count!! I had to call all my customers after they refunded their money to try and get them to pay again, it was a horrible experience! PLEASE DO YOURSELF A FAVOR AND STAY AWAY FROM THEM!!!! NO PHONE SUPPORT!!! THEY CAN IGNORE YOUR EMAIL AS THE REPS ONLY TAKE THE EASY EMAILS TO RETURN OR WORK ON AND IGNORE THE REST!!! DO NOT DO IT!! STAY AWAY FOR THE SAKE OF YOUR BUSINESS!!!
Complaint: [redacted] I am rejecting this response because: How do they know we charge the card without card owner's authorization? The customer made purchase online and input card informationI never input those information by myself without inform customerAnd when I tried to contact Stripe, why never receive any reply and have to get something back here?Sincerely, [redacted] **
Below is Stripe's Response to the complaint submitted by [redacted] (herein referred to as the "Complainant") on October 12, As previously stated, once the Complainant began processing charges on August 2, 2017, which provided Stripe with more insight into their business, Stripe reviewed the account and decided that it would not be able to support the Complainant's businessAfter reviewing the Complainant's charge patterns, Stripe was able to determine that the business would be too high risk to supportThis is outlined in Stripe'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...You acknowledge that we may use your information to verify any other information you provide to us, and that any information we collect may affect our assessment of your overall risk to our businessYou acknowledge that in some cases, such information may lead to suspension or termination of your Stripe AccountStripe may periodically update this information as part of our underwriting criteria and risk analysis procedures." [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, 2015/05/18) */ The complainant processed a large transaction from one customer through multiple invoices on May 1st, Our internal system flagged this as unusual behaviorFor security reasons and to eliminate any suspicion of fraud, we requested documentation evidencing this transaction was authorized by the cardholder before transferring the funds to the complainant's bank account The reviewing of these documents took longer that expectedStripe Support representatives updated the complainant about these delays on 5th May (***) and 8th May (***)An expected review date of 11th May was given to the complainantThe review was completed on 12th May and the documentation evidencing the authorization was verifiedThe funds were transferred to the complainant on this date
Initial Business Response / [redacted] (1000, 6, 2015/08/31) */ The complaint's email credentials were compromised and this lead to their Stripe account being accessed by someone elseOn 12th August we contacted the user to resolve this issueHowever, we notified them that we would be postponing the transfer of funds to their bank account for a while to ensure this compromise issue was fully resolvedIn particular, we wanted to ensure we were not debiting their account for any fraudulent transactions Admittedly, we did not respond to the complainant's multiple emails asking for clarity on the delayThis was due to an unexpected influx in queries for the weekAlso, our ticketing system recognized each email as "new" and this further delayed the response time for the complainantAlthough we wish we could offer phone support to our users, we are not in the position to offer this facility just yet On 26th August, we cleared this compromise and transfer issueWe re-enabled transfers to the complainant's bank account and notified the complainant of this factThese transfers hit the complainant's bank account on 27th August, 28th August and 31st August
Complaint: [redacted] I’m rejecting this response because Stripe is fully aware of what they’re doingI will be filing a small claims court and expect to see them a courtI might even start a petition to have their company shut completely down seeing that I’m not the only person having their funds heldI have a 100k+ following on twitter and I’m pretty sure people are awaiting to take actionThis is ridiculous and this company is shady as heckI’m pretty sure they’re holding our funds, and storing them away in CD’s to use for their own personal convience and then giving us credit! No wonder they shut down our accounts so fast! I did nothing wrong and I got shut down for no reasonThat high risk is a bunch of BSI want my funds released ASAP and If I have to keep opening complaints until they agree to do so, I will
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 [redacted] 17th, 2016, Stripe reached out to the complainant to advise them of our decision and the closing of the accountThe 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#terminationWhile we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data
Stripe reached out to the complainant on June 23, [redacted] to inform them that we would no longer be able to work together due to their business being at high risk of disputesStripe bears financial responsibility for all accounts accepting payments; therefore, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesUpon review of account, Stripe found that the business presented a high level of risk and on July 5, [redacted] reached out to the compliant to begin the offboarding process The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" https://stripe.com/us/terms#termination The balance of the complainant's account is currently subject to a reserve and will be held until October 3, ***We're legally obligated as per our agreements with our banking partners to hold a full reserve of those fundsMore information about Stripe's reserve policy can be found within our Terms of Service: https://stripe.com/us/terms#reserves 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 including the ability to process refunds
Initial Business Response / [redacted] (1000, 8, 2015/12/26) */ Stripe processes credit cards for thousands of businesses online (https://stripe.com/gallery)It looks like the complainant made a payment on one of these businesses' sites When a product has not been delivered, we typically recommend that the customer reach out to the company that they ordered the product from to resolve the issueIf the complainant does not receive a satisfactory response from the merchant, then we would typically recommend filing a dispute for the charge with the credit card company used for the transaction, which it sounds like the complainant has doneThe complainant's card company will be able to assist in resolving the issue We would be happy to answer any questions that the complainant might have at [redacted] @stripe.com Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Re: My order placed on 11/23/15: I NEVER received a confirmation of my order but my Visa was charged on 11/On 12/I started trying to contact NGOA about the shipment of my Xmas gifts, I hunted to find a phone # for Snipe because there was no way to contact by emailI called it several times EVERY day to no availThere was a message saying to hold for a repA couple of times I held for close to minutes and eventually the line went deadThe message on the phone said to leave a message and they would call me backThey Never did! I finally found the name Stripe and email address for theI messaged them on 12/say "HELP" and explained the situationI got a reply of "I wish I could help you; I'm just an email away"That's it! I then contacted Revdex.com and Visa on 12/to complain and stop paymentI received an email from ILMA, Inc(whoever they are)on 12/[redacted] saying that my item had shipped on 12/30*I immediately replied on the 29th saying I had taken action with Revdex.com and Visa and would NOT pay themI was hoping they wouldn't ship my order on the 30th as I had ordered elsewhere and received in daysThey shipped anyway and I received their pkgon Jan2nd six weeks after placing my orderI NEVER heard from them until after I contacted Revdex.comI haven't opened their pkg."What should I do with it??? I'm not spending one more second on this fiasco as I've spent many hours to date!!! Please advise!!! Thank you so much! Final Business Response / [redacted] (4000, 12, 2016/01/08) */ Stripe processes payments for businesses and enables their customers to purchase products and services with credit cards onlineAlthough we wish we could assist the complainant with their issue, the business that they ordered from is in fact responsible for the delivery of the product and confirmation of purchaseBy this we mean NGOA, rather than Stripe On December 18th, the complainant reached out to Stripe support about this delivery issueStripe replied on December 19th outlining the following: "While I wish I could help you with this, I'm afraid we're not able to track your shipment, as the merchant's product is entirely on their endYou will want to contact the shop that you purchased from directly in order to get everything sorted outIf they are not responding, you can also contact your bank to see what options you have through them." I understand that the package has now arrived, albeit too late for the intended purposeAs such, we recommend returning the package to NGOA and requesting a refundIf the complainant is not satisfied with the response from the merchant, then we would typically recommend filing a dispute for the charge with the credit card company used for the transaction under one of the following dispute types: https://stripe.com/help/dispute-types Of course, if aspects of the refund/dispute process are still unclear to the complainant, I would encourage them to reach out to [redacted] @stripe.comPlease include the date, amount and currency of the charge, the website where the product was purchased, along with the last four digits, expiry date, and type of credit card used to make this purchaseWhen we have collected these details, a member of our support team should be able to track down the charge and answer the complainants follow up questions
Initial Business Response / [redacted] (1000, 8, 2015/09/15) */ Contact Name and Title: Stripe Support Contact Email: [redacted] @stripe.com 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 card, or support businesses that present high chargeback riskOn August 24, 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 dataThe complainant may also provide his customer a refund if he desiresHowever, all funds have been transferred to the complainant's bank account already - we show a paid transfer on August 26th, which we sent using the banking details provided in the account applicationThe complainant can see this transfer in their Stripe dashboard at https://dashboard.stripe.com/transfers/overview, and should reach out to their bank if they do not see this posted to their account
they are condescending & unprofessionalthinking that you have a product, but it will be successful without clients is typical of their attitudeyou have to repeat everything times, & then, listen to the boys insult you by saying you didn't understand...when the download isn't available or doesn't work.no one ever takes care of biz right away, or apologize for lack of clarity or efficacity-what a mess & a collection of pretentious peoplenot worth it-look elsewhere! [redacted]
Complaint: [redacted] I am rejecting this response because: it dosent answer anything about the money they are holding from me centsthat just reads STANDARD TOS FORMS but say nothing about where my money is and when will it be deposit into my account.Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/01/11) */ Stripe helps thousands of merchants accept payments onlineWe don't charge customers' cards directly and it's an unfortunate bug that sometimes our information shows up on cardholders' bank statements instead of the business'sThe payment in question would have been made with one of the many online businesses using Stripe to accept payments, and would not have come from Stripe directlyIf the complainant is unsure of how to contact the merchant they purchased from, if they would like to write into us directly with information about this charge, we'd be happy to look up the charge information to confirm who the merchant was that created the charge and forward their contact detailsThey will then be able to follow up directly with themSpecifically, the following information would be useful: last four digits of the card expiration date card type name on the card charge amount charge date If the complainant could provide the information they have already conveyed in the email as well, that would be useful as well
Initial Business Response / [redacted] (1000, 5, 2015/12/25) */ While Stripe never wants to turn away businesses, we did find that there was an elevated risk in processing payments for this businessOn December 18th, we notified the complainant that we would be shutting down his Stripe account associated with his Shopify store as it was high risk and that we would be holding a reserve of funds to cover any future refunds or disputes that may arise The keeping of a reserve is in line with Stripe's terms of service: "A certain amount of your funds may be subject to an additional hold period (e.gReserve Account) with terms determined by your perceived risk and transaction history." The industry chargeback window is daysAfter this time, all funds in the complainant's Stripe account would be transferred to their designated bank account Since we informed the complainant of this reserve, the reserve has been used for the reasons outlined above and is at $That means there are no longer any funds to be transferred at the end of the reserve period
Initial Business Response / [redacted] (1000, 5, 2014/03/18) */ This complainant has an account with Shopify Payments (http://www.shopify.com/payments)Stripe provides some of the backend payment services for Shopify Payments, but does not communicate directly with Shopify Payments customers and is not responsible for providing direct customer service Stripe received an email from the complainant on March stating that the user was not receiving paymentsWe referred the user to Shopify on March 14, since Shopify provides all customer service for Shopify Payments accounts The complainant subsequently followed up with Stripe stating they were told by Shopify to contact StripeAlthough Stripe is not the customer service provider for Shopify Payments accounts, Stripe reached out to Shopify to help resolve the situationIt was determined that the funds were not transferred because of a hold placed by ShopifyThe complainant refused to complete the ID verification process, and the Shopify customer service team had explained this requirement to the complainant Shopify and Stripe have since closed the complainant's account and will transfer the remaining funds to the complainant, with payments expected to be deposited on March 19, Stripe also replied to the user's email, explaining that we had contacted Shopify, and that they would resolve the situationShopify has also followed up with the user as the provider of customer service for their account We believe this issue has been resolved, and would encourage the user to bring any further questions to Shopify, which provides customer support for all users of the Shopify Payments product Final Consumer Response / [redacted] (2000, 7, 2014/03/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Since filing the complaint Shopify has refunded my account on 3/I will be canceling all accounts with both companies
Stripe operates within the constraints imposed by our banking partners, credit card networks, and applicable lawsTherefore, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms Because Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe has be certain that a business using Stripe is in agreement with our terms and conditions outlinedStripe 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 possible signals that the complainant's account was in violation of the Stripe Terms of ServiceStripe temporarily paused activity on the user's account while we looked for confirmation that the complainant's business met our standardsDue to some issues clarifying the user's business model, description and URL, this review was delayed unexpectedlyHowever, we were eventually able to confirm the complainant's business model and these paused transfers have been resumedThese funds have been sent out to the complainant
Stripe operates within the constraints imposed by our banking partners, credit card networks, and applicable lawsTherefore, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardThe majority of the complainant’s business seemed to be driven through unauthorized, fraudulent chargesOn July ***, we reached to the complainant to let them know about our concerns and that we could no longer support their businessWe reviewed the information associated with these charges and after a thorough investigation, Stripe closed the complainant's account.The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" : https://stripe.com/us/terms#terminationAs a result, we are unable to support the complainant's request to set up another account with us
Initial Business Response / [redacted] (1000, 5, 2015/10/14) */ To clarify: Stripe creates software to help companies accept payments onlineWe don't process payments made by check or cash The timeline provided by the complainant appears to match the process for disputed credit card payments While it isn't possible to match the information provided to an ongoing dispute, we can provide a little background on the general process for disputed payments: When a payment is disputed by a cardholder, we're notified by their bank, who automatically refunds the transactionOnce a dispute is initiated, the merchant (Stripe's user) then has an opportunity to present evidence supporting why the payment was authorized and validStripe forwards this evidence to the cardholder's bank, who ultimately decides whether the payment should be awarded to the cardholder or the merchant If the complainant has any questions about the status of a disputed payment, they should contact their bank directlyIf there's anything else that Stripe can do to help, the complainant can contact us by emailing [redacted] @stripe.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I just spoke with my bank, and they are going to give me my money backI need to make sure that this company is being checked and/or investigated as this is a scam and this needs to stopI am not sure what the Revdex.com can do or I can do to alert people to this scam and to Stripe Inc as well as Avid FansThere was no delivery date and Avid Fans website showed that this order was paid for but order not fullfilledI can provide any documentation to aid the Revdex.com in helping to stop these kinds of scams to continue Thank you Final Business Response / [redacted] (4000, 9, 2015/10/20) */ It appears that the complainant has resolved this dispute with their bankIf there's anything else that Stripe can do to help, the complainant can contact us by emailing [redacted] @stripe.com
Stripe operates within the constraints imposed by our banking partners, credit card networks, and applicable lawsTherefore, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms Because Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe has to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe also periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardThe majority of the complainant’s business seemed to be driven through unauthorized, fraudulent charges On June 15, we reached to the complainant to let them know about our concerns and to get more information about the payments in questionAfter a thorough investigation, Stripe closed the complainant's account The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" : https://stripe.com/us/terms#termination While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data
Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Stripe processes payments for thousands of businesses around the worldWe received a message from the complainant on August 7th, 2015, stating that the complainant did not authorize the mentioned chargeOn 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 chargeThe 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 complainantAs Stripe is a payments processor, we receive a charge request through our API, and process that chargeWithout 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
They are the worse customer service!! They do not have a call in numberI opened up an account and they took over charges from my customers and then held the money without communicating with me for over days!! And automatic responses from a computer saying you will return the email do not count!! I had to call all my customers after they refunded their money to try and get them to pay again, it was a horrible experience! PLEASE DO YOURSELF A FAVOR AND STAY AWAY FROM THEM!!!! NO PHONE SUPPORT!!! THEY CAN IGNORE YOUR EMAIL AS THE REPS ONLY TAKE THE EASY EMAILS TO RETURN OR WORK ON AND IGNORE THE REST!!! DO NOT DO IT!! STAY AWAY FOR THE SAKE OF YOUR BUSINESS!!!
Complaint: [redacted] I am rejecting this response because: How do they know we charge the card without card owner's authorization? The customer made purchase online and input card informationI never input those information by myself without inform customerAnd when I tried to contact Stripe, why never receive any reply and have to get something back here?Sincerely, [redacted] **
Below is Stripe's Response to the complaint submitted by [redacted] (herein referred to as the "Complainant") on October 12, As previously stated, once the Complainant began processing charges on August 2, 2017, which provided Stripe with more insight into their business, Stripe reviewed the account and decided that it would not be able to support the Complainant's businessAfter reviewing the Complainant's charge patterns, Stripe was able to determine that the business would be too high risk to supportThis is outlined in Stripe'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...You acknowledge that we may use your information to verify any other information you provide to us, and that any information we collect may affect our assessment of your overall risk to our businessYou acknowledge that in some cases, such information may lead to suspension or termination of your Stripe AccountStripe may periodically update this information as part of our underwriting criteria and risk analysis procedures." [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, 2015/05/18) */ The complainant processed a large transaction from one customer through multiple invoices on May 1st, Our internal system flagged this as unusual behaviorFor security reasons and to eliminate any suspicion of fraud, we requested documentation evidencing this transaction was authorized by the cardholder before transferring the funds to the complainant's bank account The reviewing of these documents took longer that expectedStripe Support representatives updated the complainant about these delays on 5th May (***) and 8th May (***)An expected review date of 11th May was given to the complainantThe review was completed on 12th May and the documentation evidencing the authorization was verifiedThe funds were transferred to the complainant on this date
Initial Business Response / [redacted] (1000, 6, 2015/08/31) */ The complaint's email credentials were compromised and this lead to their Stripe account being accessed by someone elseOn 12th August we contacted the user to resolve this issueHowever, we notified them that we would be postponing the transfer of funds to their bank account for a while to ensure this compromise issue was fully resolvedIn particular, we wanted to ensure we were not debiting their account for any fraudulent transactions Admittedly, we did not respond to the complainant's multiple emails asking for clarity on the delayThis was due to an unexpected influx in queries for the weekAlso, our ticketing system recognized each email as "new" and this further delayed the response time for the complainantAlthough we wish we could offer phone support to our users, we are not in the position to offer this facility just yet On 26th August, we cleared this compromise and transfer issueWe re-enabled transfers to the complainant's bank account and notified the complainant of this factThese transfers hit the complainant's bank account on 27th August, 28th August and 31st August
Complaint: [redacted] I’m rejecting this response because Stripe is fully aware of what they’re doingI will be filing a small claims court and expect to see them a courtI might even start a petition to have their company shut completely down seeing that I’m not the only person having their funds heldI have a 100k+ following on twitter and I’m pretty sure people are awaiting to take actionThis is ridiculous and this company is shady as heckI’m pretty sure they’re holding our funds, and storing them away in CD’s to use for their own personal convience and then giving us credit! No wonder they shut down our accounts so fast! I did nothing wrong and I got shut down for no reasonThat high risk is a bunch of BSI want my funds released ASAP and If I have to keep opening complaints until they agree to do so, I will
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 [redacted] 17th, 2016, Stripe reached out to the complainant to advise them of our decision and the closing of the accountThe 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#terminationWhile we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data
Stripe reached out to the complainant on June 23, [redacted] to inform them that we would no longer be able to work together due to their business being at high risk of disputesStripe bears financial responsibility for all accounts accepting payments; therefore, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesUpon review of account, Stripe found that the business presented a high level of risk and on July 5, [redacted] reached out to the compliant to begin the offboarding process The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" https://stripe.com/us/terms#termination The balance of the complainant's account is currently subject to a reserve and will be held until October 3, ***We're legally obligated as per our agreements with our banking partners to hold a full reserve of those fundsMore information about Stripe's reserve policy can be found within our Terms of Service: https://stripe.com/us/terms#reserves 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 including the ability to process refunds
Initial Business Response / [redacted] (1000, 8, 2015/12/26) */ Stripe processes credit cards for thousands of businesses online (https://stripe.com/gallery)It looks like the complainant made a payment on one of these businesses' sites When a product has not been delivered, we typically recommend that the customer reach out to the company that they ordered the product from to resolve the issueIf the complainant does not receive a satisfactory response from the merchant, then we would typically recommend filing a dispute for the charge with the credit card company used for the transaction, which it sounds like the complainant has doneThe complainant's card company will be able to assist in resolving the issue We would be happy to answer any questions that the complainant might have at [redacted] @stripe.com Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Re: My order placed on 11/23/15: I NEVER received a confirmation of my order but my Visa was charged on 11/On 12/I started trying to contact NGOA about the shipment of my Xmas gifts, I hunted to find a phone # for Snipe because there was no way to contact by emailI called it several times EVERY day to no availThere was a message saying to hold for a repA couple of times I held for close to minutes and eventually the line went deadThe message on the phone said to leave a message and they would call me backThey Never did! I finally found the name Stripe and email address for theI messaged them on 12/say "HELP" and explained the situationI got a reply of "I wish I could help you; I'm just an email away"That's it! I then contacted Revdex.com and Visa on 12/to complain and stop paymentI received an email from ILMA, Inc(whoever they are)on 12/[redacted] saying that my item had shipped on 12/30*I immediately replied on the 29th saying I had taken action with Revdex.com and Visa and would NOT pay themI was hoping they wouldn't ship my order on the 30th as I had ordered elsewhere and received in daysThey shipped anyway and I received their pkgon Jan2nd six weeks after placing my orderI NEVER heard from them until after I contacted Revdex.comI haven't opened their pkg."What should I do with it??? I'm not spending one more second on this fiasco as I've spent many hours to date!!! Please advise!!! Thank you so much! Final Business Response / [redacted] (4000, 12, 2016/01/08) */ Stripe processes payments for businesses and enables their customers to purchase products and services with credit cards onlineAlthough we wish we could assist the complainant with their issue, the business that they ordered from is in fact responsible for the delivery of the product and confirmation of purchaseBy this we mean NGOA, rather than Stripe On December 18th, the complainant reached out to Stripe support about this delivery issueStripe replied on December 19th outlining the following: "While I wish I could help you with this, I'm afraid we're not able to track your shipment, as the merchant's product is entirely on their endYou will want to contact the shop that you purchased from directly in order to get everything sorted outIf they are not responding, you can also contact your bank to see what options you have through them." I understand that the package has now arrived, albeit too late for the intended purposeAs such, we recommend returning the package to NGOA and requesting a refundIf the complainant is not satisfied with the response from the merchant, then we would typically recommend filing a dispute for the charge with the credit card company used for the transaction under one of the following dispute types: https://stripe.com/help/dispute-types Of course, if aspects of the refund/dispute process are still unclear to the complainant, I would encourage them to reach out to [redacted] @stripe.comPlease include the date, amount and currency of the charge, the website where the product was purchased, along with the last four digits, expiry date, and type of credit card used to make this purchaseWhen we have collected these details, a member of our support team should be able to track down the charge and answer the complainants follow up questions
Initial Business Response / [redacted] (1000, 8, 2015/09/15) */ Contact Name and Title: Stripe Support Contact Email: [redacted] @stripe.com 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 card, or support businesses that present high chargeback riskOn August 24, 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 dataThe complainant may also provide his customer a refund if he desiresHowever, all funds have been transferred to the complainant's bank account already - we show a paid transfer on August 26th, which we sent using the banking details provided in the account applicationThe complainant can see this transfer in their Stripe dashboard at https://dashboard.stripe.com/transfers/overview, and should reach out to their bank if they do not see this posted to their account
they are condescending & unprofessionalthinking that you have a product, but it will be successful without clients is typical of their attitudeyou have to repeat everything times, & then, listen to the boys insult you by saying you didn't understand...when the download isn't available or doesn't work.no one ever takes care of biz right away, or apologize for lack of clarity or efficacity-what a mess & a collection of pretentious peoplenot worth it-look elsewhere! [redacted]
Complaint: [redacted] I am rejecting this response because: it dosent answer anything about the money they are holding from me centsthat just reads STANDARD TOS FORMS but say nothing about where my money is and when will it be deposit into my account.Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/01/11) */ Stripe helps thousands of merchants accept payments onlineWe don't charge customers' cards directly and it's an unfortunate bug that sometimes our information shows up on cardholders' bank statements instead of the business'sThe payment in question would have been made with one of the many online businesses using Stripe to accept payments, and would not have come from Stripe directlyIf the complainant is unsure of how to contact the merchant they purchased from, if they would like to write into us directly with information about this charge, we'd be happy to look up the charge information to confirm who the merchant was that created the charge and forward their contact detailsThey will then be able to follow up directly with themSpecifically, the following information would be useful: last four digits of the card expiration date card type name on the card charge amount charge date If the complainant could provide the information they have already conveyed in the email as well, that would be useful as well
Initial Business Response / [redacted] (1000, 5, 2015/12/25) */ While Stripe never wants to turn away businesses, we did find that there was an elevated risk in processing payments for this businessOn December 18th, we notified the complainant that we would be shutting down his Stripe account associated with his Shopify store as it was high risk and that we would be holding a reserve of funds to cover any future refunds or disputes that may arise The keeping of a reserve is in line with Stripe's terms of service: "A certain amount of your funds may be subject to an additional hold period (e.gReserve Account) with terms determined by your perceived risk and transaction history." The industry chargeback window is daysAfter this time, all funds in the complainant's Stripe account would be transferred to their designated bank account Since we informed the complainant of this reserve, the reserve has been used for the reasons outlined above and is at $That means there are no longer any funds to be transferred at the end of the reserve period