Initial Business Response / [redacted] (1000, 6, 2016/01/22) */ Stripe processes credit cards for thousands of businesses online ( [redacted] )It looks like the complainant made a payment on one of their sites, and for some reason Stripe's details have shown up instead of merchants on the complainant's credit card statement As of today, 1/22/2016, the complainant has not reached out to [redacted] .com for help on how to proceed with this issueWhen a product has not been delivered, we typically recommend that the customer reach out to the company that they ordered the product from to resolve the issueIt looks like the complainant is referencing a transaction placed with [redacted] .com FlashlightsSince Stripe is unable to process refunds on behalf of merchants, the complainant will have to reach out to the [redacted] .com Flashlights support team here: [redacted] .com If 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 We would be happy to answer any questions that the might have at [redacted] .com Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) My mistake re Stripe! The name of the business is NGOA University of GunsSince making my complaint, I have received the flash light, and the quality is extremely poorIt stated on the envelope to use caution, because batteries were inside the envelope, no batteries were includedThe flashlight is about inches long, and of Dollar Store qualityMade in China on box(I learned a valuable lesson about online ordering)I found many many reviews on this product, and all were poorWish I had read reviews prior to orderingAs for myself, I was misled, and scammed out of $56.00, but wish you could address this issue for others that are buying from them, some spending much more than I did! Thank you for your assistance Final Business Response / [redacted] (4000, 10, 2016/01/29) */ As mentioned previously, Stripe does not process refunds or handle customer service issues for users who process payments on StripeWe recommend the complainant reach out to the seller directly about their purchase, or dispute the payment with the credit card company used for the transaction The complainant is welcome to contact us at [redacted] .com if they have any further questions
Initial Business Response / [redacted] (1000, 6, 2015/02/11) */ We acknowledge that this user experienced some communication delays, and we apologize for the confusion this caused In this case, there were two concurrent issues at play: First, the user's product fell into the gray area of businesses prohibited by our Terms of Service (https://stripe.com/terms#prohibited-businesses)Second, while we can't go into detail on our verification methods, many of the charges being processed posed a considerable chargeback riskUltimately, after multiple thorough reviews of the account, and consulting our compliance team, it was decided that the business was, in fact, a violation of our TermsDuring the transitioning-out period, however, many charges were processed that were identified as posing significant chargeback risk; with this new information, the state of the account and our ability to facilitate an immediate transfer of funds had to be reevaluatedFor more information on our reserve policy, please visit: https://stripe.com/terms#reserves Since these events, the chargeback rate on this account has risen to more than triple the maximum threshold allowed by Visa and MasterCardWe have complied with the requests of the user to transfer the remaining funds, and are no longer instituting a hold, though the account and bank account information have since been deleted by the userWe encourage the user to reach out to us to make alternative arrangements for the fractional balance that remains
Below is Stripe's Response to the complaint submitted by [redacted] (herein referred to as the "Complainant") on [redacted] ***.Stripe OverviewAs background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept credit card payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account informationThis information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submissionMerchants have control over what information is provided to Stripe – for credit card charges, this must minimally contain the card number and expiration dateMost merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required toIt is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account It is important to note that merchants identify the account into which funds are ultimately deposited through the Stripe management interfaceMerchants consent to Stripe’s Services Agreement when establishing their accountA current version of the Stripe Services Agreement is available at https://stripe.com/us/legal.[1] https://stripe.com/us/paymentsMerchant Account Overview Insert the following information in this paragraphDate that the account was submittedWhat business name + url the account was submitted underHow long we have processed for the accountWhen we reached out to the user about their account being rejectedOur findings in light of reassessing the accountThe Complainant submitted an account with Stripe on [redacted] under the name " [redacted] ***" at [redacted] During a routine review, Stripe identified payments that appeared to be against it's Terms of ServiceSpecifically, Stripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn [redacted] ***, Stripe reached to the Complainant to let them know about its concerns and that it needed a copy of the Complainant's ID in order to continue sending transfersThe Complainant did not respond, nor did they supply the ID.On [redacted] ***, the complainant reached out to inquire why they couldn't send funds to their accountOn [redacted] ***, a Stripe Support agent responded to the Complainant, letting them know that they were reviewing their accountThe Complainant responded, asking for phone support, which Stripe does not provide at this timeOn [redacted] ***, a Stripe Support agent informed the Complainant that they still needed to provide Stripe with a photo ID as well as an invoice for these unusual charges.On [redacted] ***, the Complainant supplied the documentation requested by StripeUpon further review, Stripe has found that the account is in compliance with Stripe's Terms of ServiceIn light of these findings, Stripe has reinstated this account; the Complainant is welcome to continue using Stripe and should find that their account will function normallyThis was communicated to the Complainant.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, 2015/01/08) */ Beginning on December 24, the user repeatedly sent messages in response to a request from the Stripe team that he verify the website he was using to accept payments via StripeStripe's verification processes are explicitly covered in our terms of service and a mandatory requirement that all Stripe users meetStripe's specific requirement that users verify the site their using to sell goods/services is in place to ensure the goods and services they're selling are in line with our Terms of Service and allows us to fulfill the KYC (know your customer) banking requirementIf a user fails to meet this requirement, we may temporarily pause transfers to their bank account, until the requirement is met That is exactly what happened in this situationThere appears to have been some short lapse in communication where the user claims to not have received some responses sent from [redacted] @stripe.comEventually, the user was able to touch base with a member of the Stripe team, verify the information we needed, and bring his account back into good standingAs a result, we were able to resume transfers, and on January 1st, 2015, we sent out a transfer of $6,to the user bank accountAccordingly, this case is resolved and should be closed https://stripe.com/us/terms Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/06/18) */ Stripe refuses to release funds Stripe asked to "verify" my businessI don't have an operational website yetStill working on that aspectThey asked for my linkedin profile, which I gave them, as an alternate way to verifyI gave them the linkedin URL on June 10thI have only received one email, on June 16th, stating that they are "busy" and will follow up with a resolutionI have since sent an email every day using their support contact page, to get an updateI have not received any responseThey are holding over $that I need to pay vendors I would like the $6,balance immediately transferred to my accountI would further request that they have an outside monitor installed that makes sure they respond to emails, by an actual human being, within hours I have no idea why my account has been frozen, and it's been over days without any sort of contact from them, besides, an auto acknowledgment from them Final Business Response / [redacted] (4000, 13, 2015/06/26) */ Beginning on December 24, 2014, the user repeatedly sent messages in response to a request from the Stripe team that he verify the website he was using to accept payments via StripeStripe's verification processes are explicitly covered in our terms of service and a mandatory requirement that all Stripe users meetStripe's specific requirement that users verify the site their using to sell goods/services is in place to ensure the goods and services they're selling are in line with our Terms of Service and allows us to fulfill the KYC (know your customer) banking requirementIf a user fails to meet this requirement, we may temporarily pause transfers to their bank account, until the requirement is met Beginning on June 12, 2015, the user again repeatedly sent messages in response to a request from the Stripe team that the complainant verify a new website he was using to accept payments via StripeWe responded to the complainants multiple e-mails on June 13th, June 15th, June 16th, and June 21stWe were able to verify the complainants information on June 19th, which allowed us to resume transfers for the complainantWe notified the complainant about the successful transfer on June 21st, and the complainant responded on June 22nd to confirm that the transfer was successfulAccordingly, this case is resolved and should be closed
Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ 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 July 6th, 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 [redacted] 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 On July 10th, Stripe successfully transferred the remaining $USD in the complainant's Stripe account to their bank account Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) They paid me my funds
Initial Business Response / [redacted] (1000, 5, 2015/07/26) */ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms Since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn June 10, 2015, Stripe reached out to the complainant to advise them of our decision and the closing of the account The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" https://stripe.com/us/terms#termination While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data
Stripe helps users such as the complainant by supplying tools that allow our users to fight disputes through the guided submission of evidenceOnce this evidence is submitted, we will send this to the card issuing bank but because of the way that disputes work, we cannot pursue further actionDuring the dispute process, the card issuing bank does not reach out to the merchantThe credit card processor is the party in which the card issuing bank reaches out to -- this is not a Stripe specific practice
Complaint: [redacted] I am rejecting this response because: Stripe has made no effort to contact me in regards to these disputes, the only emails I received from them were automated, except for a single email stating that their responses are not automated, which I proceeded to further communicate with and had no legitimate responseDespite our out of pocket expenses, and proof of product sale, shipment, as well as delivery and email communication with the customerStripe made no effort to protect our business, relay information of a potentiometer fraudulent charge, or any other form of communicationWe have full proof of the product sale, yet Stripe refuses to escalate our dispute with the bankHaving said this, any customer could purchase any product from any business using Stripe, then file a dispute and get their money back with no questions askedThis is a massive issue and Stripe is only encouraging more criminal activity by allowing this to happen Sincerely, [redacted]
Though Stripe strives to respond to our users as quickly as possible, we apologize that there was not a specialist response within a hour window A response was however provided to all requests by the complainant within hours The technical issues being described by the complainant affected the delivery of webhooks to an endpoint of the complainant's choosing While a wide scale DDoS attack affected many servers on October 21st, Stripe's API and Dashboard activity were unaffectedStripe will be unable to refund the fees associated with these chargebacks as Stripe servers were unaffected on this day and any delays were related to an endpoint of the complainant's choosing Stripe will also be unable to reinstate the complainant's accountStripe 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 Stripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise.During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of Service - specifically being a high risk business [1]This decision stands outside of recent disputesOn October 27, Stripe reached out to the complainant to advise them of our decision and the closing of the account [1] https://stripe.com/gb/prohibited-businesses#products-or-services-that-are-otherw...⇄ financial-partnersTell us why here
Complaint: [redacted] I am rejecting this response because: there wasn't any unauthorized charge made on my account, if there were so why my customer had not complaint about it yet, stripe they have reserved all of my amount and never reply to my emailsI just want my funds to be released into my bank account they should give me the date for releasing my funds Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2016/01/08) */ Stripe takes the security of our users very seriously and appreciates the complainant raising this concern, as it appears they've received a fraudulent email from someone attempting to pose as StripeAfter reviewing Stripe's email logs, no record of such an email sent to [redacted] @gmail.com was foundAs with any suspicious email, the complainant should not click on any links in such an email, or take any action that they've directed the complainant to take These types of security attacks are most commonly known as "phishing", and consist of someone masquerading as a different person or Stripe in this case in an attempt to mislead the target into giving out their personal details, account login credentials, or other sensitive informationThe most common way of doing this is by having the individual click a link that leads to a fake websiteStripe's emails are always sent out in plain text without any special formatting or hypertext links, so if the complainant ever sees either of these things, it's a good sign that the email might be a phishing attempt Additionally, if the complainant is a Stripe user, the complainant can always verify whether or not the email they received from Stripe was legitimate by logging into their Stripe account and checking to see if the information in the email matches up with it, which the user did in this caseWhenever Stripe sends an alert or asks a user for information through email notification, we'll also place a prompt in their dashboard at: https://dashboard.stripe.com Still, the most powerful way to fight these attacks is to be aware that they exist, and aware of the red flags that signify that an email isn't from the sender it purports to be fromThe link below has a little more information about how phishing works, as well as different ways to defend against it: http://www.sec.gov/investor/pubs/phishing.htm Stripe apologizes for the confusion here and hopes this information clarifies the complainant's concernTo help protect other individuals from phishing attacks from this email, Stripe would encourage the complainant to forward the email in question to [redacted] @stripe.com to report the instance Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Will I be compensated or not? Final Business Response / [redacted] (4000, 9, 2016/01/15) */ As mentioned previously, the email the complainant received was fraudulent and likely the information contained in that email was not accurateIf the complainant wishes to look at their Stripe balance, they can do so by logging in to their account If the complainant requires further assistance or has questions pertaining to their Stripe account, they are welcome to contact us at [redacted] @stripe.com
Below is Stripe's Response to the complaint submitted by [redacted] (herein referred to as the "Complainant") on June 8, *** Stripe Overview As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept credit card payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account informationThis information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submission Merchants have control over what information is provided to Stripe – for credit card charges, this must minimally contain the card number and expiration dateMost merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required toIt is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account It is important to note that merchants identify the account into which funds are ultimately deposited through the Stripe management interfaceMerchants consent to Stripe’s Services Agreement when establishing their accountA current version of the Stripe Services Agreement is available at https://stripe.com/us/legal [1] https://stripe.com/us/payments Stripe's Relationship to the Complainant To clarify, Stripe is not the merchantAs Stripe is not the merchant, it is not held responsible for the customer service administrated by it's usersThis is outlined in the Terms of Service: "You know your Customers better than we do, and you are responsible for your relationship with themStripe is not responsible for the products or services you publicize or sell, or that your Customers purchase using the Services; or if you accept donations, for your communication to your Customers of the intended use of such donationsYou affirm that you are solely responsible for the nature and quality of the products or services you provide, and for delivery, support, refunds, returns, and for any other ancillary services you provide to your Customers." https://stripe.com/us/legal#your-relationship-with-your-customers In order for the Complainant to get a refund or update on their purchase, they will need to contact the merchantThe Complainant stated that they made a purchase from [redacted] , so they should contact this merchant at https:// [redacted] .com/pages/contact-us- 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
Below is Stripe's Response to the complaint submitted by Vlad Sultanov (herein referred to as the "Complainant") on March 19, 2018.Stripe OverviewAs background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept credit card payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account informationThis information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submissionMerchants have control over what information is provided to Stripe – for credit card charges, this must minimally contain the card number and expiration dateMost merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required toIt is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account It is important to note that merchants identify the account into which funds are ultimately deposited through the Stripe management interfaceMerchants consent to Stripe’s Services Agreement when establishing their accountA current version of the Stripe Services Agreement is available at https://stripe.com/us/legal[redacted] Merchant Account Overview The Complainant submitted an account with Stripe on January 9, under the name "PCDestination llc" at [redacted] Stripe processed payments for the account owner until February 24, During a routine review, Stripe determined that the complainant's business had a high level of disputes and was at risk for incurring more disputesOn February 19, 2018, Stripe contacted the Complainant, informing them that their dispute rate was over industry standard, at 1.1%; we are unable to accept payments for businesses we determine to be at high risk for a dispute rate of over 1%, as mentioned here: "High chargeback rates (typically those exceeding 1%) may result in your inability to use the Payment ServicesFailure to timely and effectively manage Disputes with your Customers may ultimately result in your inability to accept payment cards for your business." [redacted] Since then, their dispute rate has grown to 1.26%As these chargebacks accumulated, pursuant to the Complaint's agreement with Stripe and as described in further detail below, Stripe debited these funds from the ComplainantSpecifically, as further described below, we debited the amount that was charged back and a fee of $for each chargeback that we processed.Reserve TermsIn order to mitigate future losses to Stripe as a result of chargebacks on the Complainant's account, a reserve was set in place that will last for daysFunds will be transferred to the complainant's bank account on May 20, This is in accordance to Stripe's Terms of Service:"We may impose a Reserve on you for any reason if we determine that the risk of loss to Stripe, Customers, or others associated with your Stripe Account is higher than normalFor example, we may hold a Reserve if: (i) your or your Customers’ activities increase the risk of loss to us or to your Customers, (ii) you have violated or are likely to violate this Agreement, and (iii) your Stripe Account has an elevated or abnormally high number of Disputes." [redacted] While there is a reserve in place, the Complainant is able to log into their Stripe dashboard, process refunds to the customer's whose funds are held and reprocess these funds with a different processor if they need immediate access to the funds.For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account and the Complainant's claim for damages is baseless
Initial Business Response / [redacted] (1000, 5, 2015/08/16) */ We apologize for the delay while we reviewed this user's account and information - we did receive many emails from him, which actually slows our response time as we sort out which communication is most current and relevantWe are sorry for this inconvenience Ultimately, our review led us to transition this account away from Stripe; at this time, the user has refunded all charges - these refunds should reflect on the cardholders' statements within days from the date of refund (August 14th.) The user has since deleted his Stripe account We know it's inconvenient when any user's Stripe account requires additional verification and review, but it is a requirement of our financial partners that each account is carefully reviewed for complianceAgain, we are sorry this caused excessive delays to the user, and resulted in the need to transition his business to another processor Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although that is a great response, and more prompt compared to me reaching out on my own, I don't feel like it makes up for my losses due to your poor and obviously underhanded customer serviceI also feel as if there is a bit of deceptive advertisingbecause you advertise that the first deposit takes one week to deposit due to risk measures, but now you are telling me that the one week wait is not good enough after all and for my situation I waited for a total of weeks just to be told my account is being terminated, and I wont be receiving my deposit for monthsAnd that response that I received wasn't even directly to meI had to force a response from you using a 3rd partythe Revdex.comif I hadn't I wouldve wasted even more time waiting for you to give me an answer which you didntI even understood that you were busy so I asked for an ETA and you couldnt even do that, instead you wasted your time to send me a cookie cutter response that provided nothing useful to me or made me feel at anymore easeI guess thats the best you guys can do isnt it? Oh well whats done is doneBut you need to be a little more honest about your situation so that other customers dont feel like you are being deceptive
Initial Business Response / [redacted] (1000, 5, 2015/06/24) */ The complainant contacted us about this issue on 4th June We understand the user's frustrations, and take transfer delays very seriouslyHowever, when users sign up to our Terms of Service, they agree that we can freeze funds in a Reserve fund in certain circumstances: https://stripe.com/us/terms#reserves The complainant's processing history triggered suspicion and, as a result, we exercised this discretionAfter investigating this matter further and clearing any suspicion, we resumed the transfer of donations on 8th June For more information on the conditions in which Stripe may place reserves on accounts -- a right that we maintain, but exercise with careful discretion -- see the section in our Terms of Service: https://stripe.com/us/terms#reserves
After the initial miscommunication, Stripe has been timely about responding to each of the complainant's messages within a business dayWe have reiterated to the complainant several times that we do not offer phone support at this time and will be best able to handle their case via emailWe encourage the complainant to follow up with us via email at [email protected] if they have any additional questions
opacity: 1">Funds in the amount as requested by the compliant have been initiated for return to their bank account These funds should post within the next business daysStripe temporarily disabled the login to this account on [redacted] *** as security measure since it had come to our attention that the complainant's login credentials may have been obtained by a third partyIn order to regain access to this account, we asked the complainant to please contact us at [email protected] so we could verify their identity over the phoneThis is a security measure in place to protect the complainant's account Correspondence between the complainant and Stripe followed over the next two weeks to arrange a time to speak on the phoneStripe will continue to reach out to complainant until an arranged time to call is achieved Once contact is made and the account verified, the complainant will be able to close their Stripe account
Initial Business Response / [redacted] (1000, 5, 2016/01/07) */ While Stripe never wants to turn away businesses, we did find that there was an elevated risk in processing payments for this businessTo clarify, since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their likelihood of delivering promised goods and servicesThe complainant was asked to provide additional information so that we could verify their business through a working URLThis is because, to continue transferring funds and provide support to a business, we need to be able to verify what is being sold, and how customers can get in touch in case of issues As we didn't receive these details, we closed this account 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 That said, we do completely understand the frustration and confusion caused by the lack of response to your emailsUnfortunately, based on our ToS, we're unable to change the decision that has been made in closing this accountIf you have any follow up questions about this, please feel free to contact [redacted] @stripe.com to discuss this in more detail
Below is Stripe's Response to the complaint submitted by [redacted] (herein referred to as the "Complainant") on July 5, *** Stripe Overview As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept credit card payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account informationThis information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submission Merchants have control over what information is provided to Stripe – for credit card charges, this must minimally contain the card number and expiration dateMost merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required toIt is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account It is important to note that merchants identify the account into which funds are ultimately deposited through the Stripe management interfaceMerchants consent to Stripe’s Services Agreement when establishing their accountA current version of the Stripe Services Agreement is available at https://stripe.com/us/legal [1] https://stripe.com/us/payments Merchant Account Overview The Complainant submitted an account with Stripe on October 21, [redacted] under the name " [redacted] " at [redacted] Stripe processed payments for the account owner until June 26, ***During a routine review, Stripe identified strong signals that the Complainant's account was in violation of the Stripe Terms of ServiceSpecifically, Stripe cannot process payments that appear to be unauthorized by the owner of the charged cardThe majority of the Complainant’s business seemed to be driven through unauthorized, fraudulent chargesOn June 26, ***, Stripe reached to the Complainant to let them know about its concerns and that it could no longer support their businessStripe asked for additional information from the Complainant in order to verify the legitimacy of the accountHowever, the Complainant never submitted the requested informationAfter a thorough investigation, Stripe closed the Complainant's accountThe final transfer on the Complainant's account has been released The closing of this account is in accordance with the following section of the Stripe Terms of ServiceStripe's terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" https://stripe.com/us/terms#termination While Stripe is not be able to continue processing transactions on the account, this does not preclude the Complainant from signing into Stripe and accessing any of the account's existing dataFor the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account and the Complainant's claim for damages is baseless
Initial Business Response / [redacted] (1000, 6, 2016/01/22) */ Stripe processes credit cards for thousands of businesses online ( [redacted] )It looks like the complainant made a payment on one of their sites, and for some reason Stripe's details have shown up instead of merchants on the complainant's credit card statement As of today, 1/22/2016, the complainant has not reached out to [redacted] .com for help on how to proceed with this issueWhen a product has not been delivered, we typically recommend that the customer reach out to the company that they ordered the product from to resolve the issueIt looks like the complainant is referencing a transaction placed with [redacted] .com FlashlightsSince Stripe is unable to process refunds on behalf of merchants, the complainant will have to reach out to the [redacted] .com Flashlights support team here: [redacted] .com If 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 We would be happy to answer any questions that the might have at [redacted] .com Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) My mistake re Stripe! The name of the business is NGOA University of GunsSince making my complaint, I have received the flash light, and the quality is extremely poorIt stated on the envelope to use caution, because batteries were inside the envelope, no batteries were includedThe flashlight is about inches long, and of Dollar Store qualityMade in China on box(I learned a valuable lesson about online ordering)I found many many reviews on this product, and all were poorWish I had read reviews prior to orderingAs for myself, I was misled, and scammed out of $56.00, but wish you could address this issue for others that are buying from them, some spending much more than I did! Thank you for your assistance Final Business Response / [redacted] (4000, 10, 2016/01/29) */ As mentioned previously, Stripe does not process refunds or handle customer service issues for users who process payments on StripeWe recommend the complainant reach out to the seller directly about their purchase, or dispute the payment with the credit card company used for the transaction The complainant is welcome to contact us at [redacted] .com if they have any further questions
Initial Business Response / [redacted] (1000, 6, 2015/02/11) */ We acknowledge that this user experienced some communication delays, and we apologize for the confusion this caused In this case, there were two concurrent issues at play: First, the user's product fell into the gray area of businesses prohibited by our Terms of Service (https://stripe.com/terms#prohibited-businesses)Second, while we can't go into detail on our verification methods, many of the charges being processed posed a considerable chargeback riskUltimately, after multiple thorough reviews of the account, and consulting our compliance team, it was decided that the business was, in fact, a violation of our TermsDuring the transitioning-out period, however, many charges were processed that were identified as posing significant chargeback risk; with this new information, the state of the account and our ability to facilitate an immediate transfer of funds had to be reevaluatedFor more information on our reserve policy, please visit: https://stripe.com/terms#reserves Since these events, the chargeback rate on this account has risen to more than triple the maximum threshold allowed by Visa and MasterCardWe have complied with the requests of the user to transfer the remaining funds, and are no longer instituting a hold, though the account and bank account information have since been deleted by the userWe encourage the user to reach out to us to make alternative arrangements for the fractional balance that remains
Below is Stripe's Response to the complaint submitted by [redacted] (herein referred to as the "Complainant") on [redacted] ***.Stripe OverviewAs background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept credit card payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account informationThis information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submissionMerchants have control over what information is provided to Stripe – for credit card charges, this must minimally contain the card number and expiration dateMost merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required toIt is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account It is important to note that merchants identify the account into which funds are ultimately deposited through the Stripe management interfaceMerchants consent to Stripe’s Services Agreement when establishing their accountA current version of the Stripe Services Agreement is available at https://stripe.com/us/legal.[1] https://stripe.com/us/paymentsMerchant Account Overview Insert the following information in this paragraphDate that the account was submittedWhat business name + url the account was submitted underHow long we have processed for the accountWhen we reached out to the user about their account being rejectedOur findings in light of reassessing the accountThe Complainant submitted an account with Stripe on [redacted] under the name " [redacted] ***" at [redacted] During a routine review, Stripe identified payments that appeared to be against it's Terms of ServiceSpecifically, Stripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn [redacted] ***, Stripe reached to the Complainant to let them know about its concerns and that it needed a copy of the Complainant's ID in order to continue sending transfersThe Complainant did not respond, nor did they supply the ID.On [redacted] ***, the complainant reached out to inquire why they couldn't send funds to their accountOn [redacted] ***, a Stripe Support agent responded to the Complainant, letting them know that they were reviewing their accountThe Complainant responded, asking for phone support, which Stripe does not provide at this timeOn [redacted] ***, a Stripe Support agent informed the Complainant that they still needed to provide Stripe with a photo ID as well as an invoice for these unusual charges.On [redacted] ***, the Complainant supplied the documentation requested by StripeUpon further review, Stripe has found that the account is in compliance with Stripe's Terms of ServiceIn light of these findings, Stripe has reinstated this account; the Complainant is welcome to continue using Stripe and should find that their account will function normallyThis was communicated to the Complainant.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, 2015/01/08) */ Beginning on December 24, the user repeatedly sent messages in response to a request from the Stripe team that he verify the website he was using to accept payments via StripeStripe's verification processes are explicitly covered in our terms of service and a mandatory requirement that all Stripe users meetStripe's specific requirement that users verify the site their using to sell goods/services is in place to ensure the goods and services they're selling are in line with our Terms of Service and allows us to fulfill the KYC (know your customer) banking requirementIf a user fails to meet this requirement, we may temporarily pause transfers to their bank account, until the requirement is met That is exactly what happened in this situationThere appears to have been some short lapse in communication where the user claims to not have received some responses sent from [redacted] @stripe.comEventually, the user was able to touch base with a member of the Stripe team, verify the information we needed, and bring his account back into good standingAs a result, we were able to resume transfers, and on January 1st, 2015, we sent out a transfer of $6,to the user bank accountAccordingly, this case is resolved and should be closed https://stripe.com/us/terms Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/06/18) */ Stripe refuses to release funds Stripe asked to "verify" my businessI don't have an operational website yetStill working on that aspectThey asked for my linkedin profile, which I gave them, as an alternate way to verifyI gave them the linkedin URL on June 10thI have only received one email, on June 16th, stating that they are "busy" and will follow up with a resolutionI have since sent an email every day using their support contact page, to get an updateI have not received any responseThey are holding over $that I need to pay vendors I would like the $6,balance immediately transferred to my accountI would further request that they have an outside monitor installed that makes sure they respond to emails, by an actual human being, within hours I have no idea why my account has been frozen, and it's been over days without any sort of contact from them, besides, an auto acknowledgment from them Final Business Response / [redacted] (4000, 13, 2015/06/26) */ Beginning on December 24, 2014, the user repeatedly sent messages in response to a request from the Stripe team that he verify the website he was using to accept payments via StripeStripe's verification processes are explicitly covered in our terms of service and a mandatory requirement that all Stripe users meetStripe's specific requirement that users verify the site their using to sell goods/services is in place to ensure the goods and services they're selling are in line with our Terms of Service and allows us to fulfill the KYC (know your customer) banking requirementIf a user fails to meet this requirement, we may temporarily pause transfers to their bank account, until the requirement is met Beginning on June 12, 2015, the user again repeatedly sent messages in response to a request from the Stripe team that the complainant verify a new website he was using to accept payments via StripeWe responded to the complainants multiple e-mails on June 13th, June 15th, June 16th, and June 21stWe were able to verify the complainants information on June 19th, which allowed us to resume transfers for the complainantWe notified the complainant about the successful transfer on June 21st, and the complainant responded on June 22nd to confirm that the transfer was successfulAccordingly, this case is resolved and should be closed
Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ 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 July 6th, 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 [redacted] 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 On July 10th, Stripe successfully transferred the remaining $USD in the complainant's Stripe account to their bank account Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) They paid me my funds
Initial Business Response / [redacted] (1000, 5, 2015/07/26) */ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms Since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn June 10, 2015, Stripe reached out to the complainant to advise them of our decision and the closing of the account The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" https://stripe.com/us/terms#termination While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data
Stripe helps users such as the complainant by supplying tools that allow our users to fight disputes through the guided submission of evidenceOnce this evidence is submitted, we will send this to the card issuing bank but because of the way that disputes work, we cannot pursue further actionDuring the dispute process, the card issuing bank does not reach out to the merchantThe credit card processor is the party in which the card issuing bank reaches out to -- this is not a Stripe specific practice
Complaint: [redacted] I am rejecting this response because: Stripe has made no effort to contact me in regards to these disputes, the only emails I received from them were automated, except for a single email stating that their responses are not automated, which I proceeded to further communicate with and had no legitimate responseDespite our out of pocket expenses, and proof of product sale, shipment, as well as delivery and email communication with the customerStripe made no effort to protect our business, relay information of a potentiometer fraudulent charge, or any other form of communicationWe have full proof of the product sale, yet Stripe refuses to escalate our dispute with the bankHaving said this, any customer could purchase any product from any business using Stripe, then file a dispute and get their money back with no questions askedThis is a massive issue and Stripe is only encouraging more criminal activity by allowing this to happen Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ For a little
Though Stripe strives to respond to our users as quickly as possible, we apologize that there was not a specialist response within a hour window A response was however provided to all requests by the complainant within hours The technical issues being described by the complainant affected the delivery of webhooks to an endpoint of the complainant's choosing While a wide scale DDoS attack affected many servers on October 21st, Stripe's API and Dashboard activity were unaffectedStripe will be unable to refund the fees associated with these chargebacks as Stripe servers were unaffected on this day and any delays were related to an endpoint of the complainant's choosing Stripe will also be unable to reinstate the complainant's accountStripe 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 Stripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise.During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of Service - specifically being a high risk business [1]This decision stands outside of recent disputesOn October 27, Stripe reached out to the complainant to advise them of our decision and the closing of the account [1] https://stripe.com/gb/prohibited-businesses#products-or-services-that-are-otherw...⇄ financial-partnersTell us why here
Complaint: [redacted] I am rejecting this response because: there wasn't any unauthorized charge made on my account, if there were so why my customer had not complaint about it yet, stripe they have reserved all of my amount and never reply to my emailsI just want my funds to be released into my bank account they should give me the date for releasing my funds Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2016/01/08) */ Stripe takes the security of our users very seriously and appreciates the complainant raising this concern, as it appears they've received a fraudulent email from someone attempting to pose as StripeAfter reviewing Stripe's email logs, no record of such an email sent to [redacted] @gmail.com was foundAs with any suspicious email, the complainant should not click on any links in such an email, or take any action that they've directed the complainant to take These types of security attacks are most commonly known as "phishing", and consist of someone masquerading as a different person or Stripe in this case in an attempt to mislead the target into giving out their personal details, account login credentials, or other sensitive informationThe most common way of doing this is by having the individual click a link that leads to a fake websiteStripe's emails are always sent out in plain text without any special formatting or hypertext links, so if the complainant ever sees either of these things, it's a good sign that the email might be a phishing attempt Additionally, if the complainant is a Stripe user, the complainant can always verify whether or not the email they received from Stripe was legitimate by logging into their Stripe account and checking to see if the information in the email matches up with it, which the user did in this caseWhenever Stripe sends an alert or asks a user for information through email notification, we'll also place a prompt in their dashboard at: https://dashboard.stripe.com Still, the most powerful way to fight these attacks is to be aware that they exist, and aware of the red flags that signify that an email isn't from the sender it purports to be fromThe link below has a little more information about how phishing works, as well as different ways to defend against it: http://www.sec.gov/investor/pubs/phishing.htm Stripe apologizes for the confusion here and hopes this information clarifies the complainant's concernTo help protect other individuals from phishing attacks from this email, Stripe would encourage the complainant to forward the email in question to [redacted] @stripe.com to report the instance Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Will I be compensated or not? Final Business Response / [redacted] (4000, 9, 2016/01/15) */ As mentioned previously, the email the complainant received was fraudulent and likely the information contained in that email was not accurateIf the complainant wishes to look at their Stripe balance, they can do so by logging in to their account If the complainant requires further assistance or has questions pertaining to their Stripe account, they are welcome to contact us at [redacted] @stripe.com
Below is Stripe's Response to the complaint submitted by [redacted] (herein referred to as the "Complainant") on June 8, *** Stripe Overview As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept credit card payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account informationThis information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submission Merchants have control over what information is provided to Stripe – for credit card charges, this must minimally contain the card number and expiration dateMost merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required toIt is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account It is important to note that merchants identify the account into which funds are ultimately deposited through the Stripe management interfaceMerchants consent to Stripe’s Services Agreement when establishing their accountA current version of the Stripe Services Agreement is available at https://stripe.com/us/legal [1] https://stripe.com/us/payments Stripe's Relationship to the Complainant To clarify, Stripe is not the merchantAs Stripe is not the merchant, it is not held responsible for the customer service administrated by it's usersThis is outlined in the Terms of Service: "You know your Customers better than we do, and you are responsible for your relationship with themStripe is not responsible for the products or services you publicize or sell, or that your Customers purchase using the Services; or if you accept donations, for your communication to your Customers of the intended use of such donationsYou affirm that you are solely responsible for the nature and quality of the products or services you provide, and for delivery, support, refunds, returns, and for any other ancillary services you provide to your Customers." https://stripe.com/us/legal#your-relationship-with-your-customers In order for the Complainant to get a refund or update on their purchase, they will need to contact the merchantThe Complainant stated that they made a purchase from [redacted] , so they should contact this merchant at https:// [redacted] .com/pages/contact-us- 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
Below is Stripe's Response to the complaint submitted by Vlad Sultanov (herein referred to as the "Complainant") on March 19, 2018.Stripe OverviewAs background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept credit card payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account informationThis information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submissionMerchants have control over what information is provided to Stripe – for credit card charges, this must minimally contain the card number and expiration dateMost merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required toIt is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account It is important to note that merchants identify the account into which funds are ultimately deposited through the Stripe management interfaceMerchants consent to Stripe’s Services Agreement when establishing their accountA current version of the Stripe Services Agreement is available at https://stripe.com/us/legal[redacted] Merchant Account Overview The Complainant submitted an account with Stripe on January 9, under the name "PCDestination llc" at [redacted] Stripe processed payments for the account owner until February 24, During a routine review, Stripe determined that the complainant's business had a high level of disputes and was at risk for incurring more disputesOn February 19, 2018, Stripe contacted the Complainant, informing them that their dispute rate was over industry standard, at 1.1%; we are unable to accept payments for businesses we determine to be at high risk for a dispute rate of over 1%, as mentioned here: "High chargeback rates (typically those exceeding 1%) may result in your inability to use the Payment ServicesFailure to timely and effectively manage Disputes with your Customers may ultimately result in your inability to accept payment cards for your business." [redacted] Since then, their dispute rate has grown to 1.26%As these chargebacks accumulated, pursuant to the Complaint's agreement with Stripe and as described in further detail below, Stripe debited these funds from the ComplainantSpecifically, as further described below, we debited the amount that was charged back and a fee of $for each chargeback that we processed.Reserve TermsIn order to mitigate future losses to Stripe as a result of chargebacks on the Complainant's account, a reserve was set in place that will last for daysFunds will be transferred to the complainant's bank account on May 20, This is in accordance to Stripe's Terms of Service:"We may impose a Reserve on you for any reason if we determine that the risk of loss to Stripe, Customers, or others associated with your Stripe Account is higher than normalFor example, we may hold a Reserve if: (i) your or your Customers’ activities increase the risk of loss to us or to your Customers, (ii) you have violated or are likely to violate this Agreement, and (iii) your Stripe Account has an elevated or abnormally high number of Disputes." [redacted] While there is a reserve in place, the Complainant is able to log into their Stripe dashboard, process refunds to the customer's whose funds are held and reprocess these funds with a different processor if they need immediate access to the funds.For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account and the Complainant's claim for damages is baseless
Initial Business Response / [redacted] (1000, 5, 2015/08/16) */ We apologize for the delay while we reviewed this user's account and information - we did receive many emails from him, which actually slows our response time as we sort out which communication is most current and relevantWe are sorry for this inconvenience Ultimately, our review led us to transition this account away from Stripe; at this time, the user has refunded all charges - these refunds should reflect on the cardholders' statements within days from the date of refund (August 14th.) The user has since deleted his Stripe account We know it's inconvenient when any user's Stripe account requires additional verification and review, but it is a requirement of our financial partners that each account is carefully reviewed for complianceAgain, we are sorry this caused excessive delays to the user, and resulted in the need to transition his business to another processor Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although that is a great response, and more prompt compared to me reaching out on my own, I don't feel like it makes up for my losses due to your poor and obviously underhanded customer serviceI also feel as if there is a bit of deceptive advertisingbecause you advertise that the first deposit takes one week to deposit due to risk measures, but now you are telling me that the one week wait is not good enough after all and for my situation I waited for a total of weeks just to be told my account is being terminated, and I wont be receiving my deposit for monthsAnd that response that I received wasn't even directly to meI had to force a response from you using a 3rd partythe Revdex.comif I hadn't I wouldve wasted even more time waiting for you to give me an answer which you didntI even understood that you were busy so I asked for an ETA and you couldnt even do that, instead you wasted your time to send me a cookie cutter response that provided nothing useful to me or made me feel at anymore easeI guess thats the best you guys can do isnt it? Oh well whats done is doneBut you need to be a little more honest about your situation so that other customers dont feel like you are being deceptive
Initial Business Response / [redacted] (1000, 5, 2015/06/24) */ The complainant contacted us about this issue on 4th June We understand the user's frustrations, and take transfer delays very seriouslyHowever, when users sign up to our Terms of Service, they agree that we can freeze funds in a Reserve fund in certain circumstances: https://stripe.com/us/terms#reserves The complainant's processing history triggered suspicion and, as a result, we exercised this discretionAfter investigating this matter further and clearing any suspicion, we resumed the transfer of donations on 8th June For more information on the conditions in which Stripe may place reserves on accounts -- a right that we maintain, but exercise with careful discretion -- see the section in our Terms of Service: https://stripe.com/us/terms#reserves
After the initial miscommunication, Stripe has been timely about responding to each of the complainant's messages within a business dayWe have reiterated to the complainant several times that we do not offer phone support at this time and will be best able to handle their case via emailWe encourage the complainant to follow up with us via email at [email protected] if they have any additional questions
opacity: 1">Funds in the amount as requested by the compliant have been initiated for return to their bank account These funds should post within the next business daysStripe temporarily disabled the login to this account on [redacted] *** as security measure since it had come to our attention that the complainant's login credentials may have been obtained by a third partyIn order to regain access to this account, we asked the complainant to please contact us at [email protected] so we could verify their identity over the phoneThis is a security measure in place to protect the complainant's account Correspondence between the complainant and Stripe followed over the next two weeks to arrange a time to speak on the phoneStripe will continue to reach out to complainant until an arranged time to call is achieved Once contact is made and the account verified, the complainant will be able to close their Stripe account
Initial Business Response / [redacted] (1000, 5, 2016/01/07) */ While Stripe never wants to turn away businesses, we did find that there was an elevated risk in processing payments for this businessTo clarify, since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their likelihood of delivering promised goods and servicesThe complainant was asked to provide additional information so that we could verify their business through a working URLThis is because, to continue transferring funds and provide support to a business, we need to be able to verify what is being sold, and how customers can get in touch in case of issues As we didn't receive these details, we closed this account 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 That said, we do completely understand the frustration and confusion caused by the lack of response to your emailsUnfortunately, based on our ToS, we're unable to change the decision that has been made in closing this accountIf you have any follow up questions about this, please feel free to contact [redacted] @stripe.com to discuss this in more detail
Below is Stripe's Response to the complaint submitted by [redacted] (herein referred to as the "Complainant") on July 5, *** Stripe Overview As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept credit card payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account informationThis information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submission Merchants have control over what information is provided to Stripe – for credit card charges, this must minimally contain the card number and expiration dateMost merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required toIt is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account It is important to note that merchants identify the account into which funds are ultimately deposited through the Stripe management interfaceMerchants consent to Stripe’s Services Agreement when establishing their accountA current version of the Stripe Services Agreement is available at https://stripe.com/us/legal [1] https://stripe.com/us/payments Merchant Account Overview The Complainant submitted an account with Stripe on October 21, [redacted] under the name " [redacted] " at [redacted] Stripe processed payments for the account owner until June 26, ***During a routine review, Stripe identified strong signals that the Complainant's account was in violation of the Stripe Terms of ServiceSpecifically, Stripe cannot process payments that appear to be unauthorized by the owner of the charged cardThe majority of the Complainant’s business seemed to be driven through unauthorized, fraudulent chargesOn June 26, ***, Stripe reached to the Complainant to let them know about its concerns and that it could no longer support their businessStripe asked for additional information from the Complainant in order to verify the legitimacy of the accountHowever, the Complainant never submitted the requested informationAfter a thorough investigation, Stripe closed the Complainant's accountThe final transfer on the Complainant's account has been released The closing of this account is in accordance with the following section of the Stripe Terms of ServiceStripe's terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" https://stripe.com/us/terms#termination While Stripe is not be able to continue processing transactions on the account, this does not preclude the Complainant from signing into Stripe and accessing any of the account's existing dataFor the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account and the Complainant's claim for damages is baseless