Initial Business Response / [redacted] (1000, 5, 2015/04/02) */ While we can't go into detail on how we validate the dispute risk associated with charges processed, this user's account has been reviewed by multiple analysts to the same conclusionUnfortunately, Stripe cannot process payments on behalf of businesses we believe to be in violation of our Terms of Service, or to pose a highly elevated risk of chargebacksFor additional context, our Terms of Service can be found here: https://stripe.com/terms All charges, including all associated Stripe fees, on this user's account have been refunded to card holders, so we encourage the user to reach out for customers to pay by alternative means In addition, Stripe cannot process payments for businesses associated with another business that has been previously rejected (Section D.4) Terms of Service, Section D We may terminate this Agreement and close your Stripe Account at any time for any reason effective upon providing you notice in accordance with Section AaboveWe may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if (i) 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; (ii) you do not comply with any of the provisions of this Agreement; or (iii) upon request of a Card Network or the a card issuer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) They say that they do not take business like my business which is a tax business or credit repair businesses, however I have both and they wont take neitherHowever I own a credit repair software that offers Stripe as the payment processor (TurboDispute)I also have NUMEROUS colleagues that use Stripe for their tax business, but mine is not allowed? Now I am done using them, but they are just full of itThey took more than two weeks to respond to meAnd when they did, it was just some pre-recorded email that is sent out to satisfy people for the momentThere is NO REAL TIME HELP AT ALLNO REAL PERSON YOU TALK TOAll they do is act like they are a processorIf they were, then all the same businesses that are out there would be treated the sameIf one tax preparer or one credit repair company cannot use them, then all of them should not be able to either Final Business Response / [redacted] (4000, 9, 2015/04/13) */ The complainant signed up for a Stripe account on March 15, On March 19, during a routine account review, Stripe identified strong signals that the account was related to another account we had previously closed for suspected fraudulent activityStripe cannot work with previously rejected users, so Stripe closed the account and refunded the chargesStripe informed the complainant of the closure on March There are currently no funds in this account
First off let me start by saying small business and start-ups bewareStripe seems to be taking advantage of small businesses and pulling a [redacted] Myself and many of my friends ( who also own businesses) have had terrible experiences with this companyWhen first signing up they let you take card payments right awayStripe makes you wait days before getting your first depositRight before you should receive your first deposit, usually the day beforeStripe send you an email saying that they can no longer do business with you because of unauthorized transactionsKeep in mind I have signed contracts, invoices, and also customers placing the orders themselves onlineIn some cases I have seen them deposit funds, then the next day send an email saying the same story only to illegally withdraw the funds from your account without a chargeback or business related refundThey would like you to believe they will reopen your account and all you have to do is let them run your credit card for two transaction to verify your identityWhy would you need to charge my card to verify my identity if the account is already closed? Seems to me stripe is in the business of keeping both yours and your customers money for as long as possible in their accounts to accrue interest and only refund when they have to if at allThey block you from issuing your own customers refunds and say that they will do so in 5-daysHowever several customers informed me they never received the funds back from stripe and had to file a chargeback to get any money returnedIf I where you I would look elsewhere for card processing, seems that Stripe is on there way to a Large Class Action Lawsuit just like paypal for the same thing
Stripe processes credit card payments for thousands of online businesses worldwideThe service allows businesses of all sizes to start accepting credit card payments for their products sold on the webThe virtue of our providing service does not mean that we are managing any of our user businesses financesAll users are required to agree to our Terms of Service, which is found here: https://stripe.com/legalThis ToS explicitly states that the user/merchant is "responsible for the relationship with [the customers]" that includes "....delivery, support, refunds, returns, and for any other ancillary services you provide to your Customers." On [redacted] , the complainant contacted Stripe saying that she never received a refund for a returned item from a merchant who uses Stripe as a payments processorStripe replied to the customer, explaining that it provides payments processing to the merchantIt was also communicated that a refund can take to days until the funds are reflected in a bank account, and that the customer should contact the bank directlyStripe informed the complainant that we are able to assist if she had any more questions, and the complainant did not write back On [redacted] , the complainant contacted Stripe again with a screenshot of the refund provided by the merchantThe complainant also informed that the credit card company said the funds have not been depositedStripe acknowledged, and requested the complainant to tell the merchant to contact us directly By virtue of our Privacy Policy and Service Agreement, Stripe has an obligation to protect merchant information, and therefore cannot disclose details of transactions to a 3rd party without the merchant's consentFurther investigation of missing funds cannot take place without access to the merchant account To this request, the customer responded that they've already contacted the merchant before and this is not their problemWe never heard from the unidentified merchant The last contact with the complainant was initiated by Stripe on [redacted] , after further investigation revealed more specifics about the transactionStripe wrote, "Since the merchant issued this refund on the 3rd of [redacted] , a Saturday, so it is possible that the refund will appear on your electronic statement as late as the 16th, which is this coming Friday" The complainant did not reply Instead, the complainant filed this Revdex.com case on the same day on [redacted] This day was three days prior to when the refund was expected to arrive at the complainant's bankIt appears there was no allowance of sufficient time for the refund to arriveIf the complainant is still having trouble locating this refund, they can contact Stripe Support at [email protected]
Below is Stripe's Response to the complaint submitted by Bishamber Batra (herein referred to as the "Complainant") on April 11, 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 [redacted] [1] [redacted] Merchant Account Overview The Complainant submitted an account with Stripe on March 12, under the name "Kraken media services corp" at [redacted] Stripe processed payments for the account owner until March 18, During a routine review, Stripe determined that the complainant's business was at a high risk for disputesOn March 13, 2018, Stripe contacted the Complainant, informing them that we would no longer be able to support their business as 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] Reserve TermsThe closing of this account was in accordance with the following section of the Stripe Terms of Service:"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" [redacted] In 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 June 11, 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] 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, 2015/08/10) */ 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 cardStripe 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 We will resolve this refund issue independent of the complainant Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) They emailed me saying "You can not issue a refund as your account has been closed downDuring a routine review, Stripe identified strong signals that your was in violation of the stripe terms of service" I replied to the email saying when should my customer expect the refund and to get his money back, They haven't replied My customer is very upset he placed an order July 23rd I need stripe to issue a refund ASAP my customer is very upset and I don't know what to tell him anymore Final Business Response / [redacted] (4000, 9, 2015/08/19) */ 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 24th, 2015, Stripe reached out to the complainant to advise them of our decision and the closing of the account The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" https://stripe.com/us/terms#termination Due to an unexpected influx in queries, we failed to respond to the complainant in a prompt mannerOn 10th August we acknowledged the request to refund a payment to the complainant's customerThis refund was initiated on 19th August and will be transferred to the customer's bank account soon Final Consumer Response / [redacted] (4200, 11, 2015/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) They emailed me saying they would send the refund and the customer should get it at th end of the week, This will not be solved u till I know my customer has got his money back
Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ We notified the complainant that we would be shutting down their account on 21st July After their request to migrate data, we responded on 24th July: "Thanks for writing in and we apologize for the waitUnfortunately, due to the high risk nature of your business we'll be unable to extend your transition periodWe'd love to be able to, but I'm afraid we're under very strict regulations I can see that you've written in for help transferring customer data to your new service, and we'd be thrilled to help with this processFor PCI compliance reasons, we'll do this by talking directly with your new service to safely and securely move your data overWould you let us know what service you'll be working with so we can get started as soon as possible?" After receiving details of two new payments processors the complainant wished us to migrate data to, we responded on 28th July and asked for confirmation on one payments processorWe are awaiting a reply Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2014/07/06) */ On June 24, this complainant contacted Stripe support and explained that his card had been charged by a business that uses payment processing services provided by StripeStripe provides payment processing services for thousands of businesses but is not a consumer-facing product, like PayPalThe complainant is not a Stripe user himself and Stripe has no direct relationship with himThe complainant purchased a 1-year subscription from the business in question and claims that he did not authorize the renewal chargeAfter not receiving a satisfactory response from the business, the complainant reached out to Stripe The business allegedly didn't make it clear to the complainant that his card details would be saved for future use (a common practice for recurring/subscription payments across many merchants), and that he had been enrolled in a recurring subscription last year at the time of the original paymentThe complainant requested that the business not be able to charge his card again in the future, and that Stripe not store his card information in a way that allowed future charges by Stripe users In the course of correspondence with Stripe's support team, it was explained that Stripe is unable to take action to delete customer profiles (and associated card information) on behalf of our users, but our users are expected to process refunds if requested, and if they don't, the card holder can dispute the payment with their card company In addition to providing more context to the complainant, a member of the Stripe support team also reached out to the business in question to ensure they had received their customer's complaint, and recommended the business refund the payment to avoid a disputeThe business responded that the complainant's customer profile and account had already been deleted from their application and from StripeStripe can confirm the business also refunded the payment in question shortly after being contacted While Stripe does need to retain certain transactional and financial information to comply with legal and regulatory requirements, the complainant's card information is no longer stored with the businesses Stripe accountWe cannot block this card from ever being used through Stripe, but we can confirm the business in question can no longer use this previously stored card information in any way
Below is Stripe's Response to the complaint submitted by Carlos Meneses (herein referred to as the "Complainant") on April 14, ***.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 The Complainant submitted an account with Stripe on [redacted] **, [redacted] under the name " [redacted] " at [redacted] Stripe processed payments for the account owner until [redacted] *, ***During a routine review, Stripe identified strong signals that the Complainant's account was in violation of the Stripe Terms of ServiceSpecifically, Stripe cannot process payments that appear to be unauthorized by the owner of the charged cardThe majority of the Complainant’s business seemed to be driven through unauthorized, fraudulent chargesOn [redacted] **, ***, Stripe reached to the Complainant to let them know about its concerns and that it could no longer support their businessThe Complainant sent an appeal regarding this decisionAfter a thorough investigation, Stripe closed the Complainant's account on [redacted] **, ***.The closing of this account is in accordance with the following section of the Stripe Terms of ServiceStripe's terms very clearly state that Stripe"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 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, 5, 2015/07/28) */ As mentioned in our email on 13th July, Stripe can only support users with a low risk of customer disputes--after reviewing the complainant's submitted information and website, we found that their site presented a higher level of risk than we can currently support Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms Since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of Service The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" https://stripe.com/us/terms#termination While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data
Initial Business Response / [redacted] (1000, 5, 2015/03/04) */ We reached out to our user on February 10, asking them to provide some additional information about a large charge that they had processed through our serviceAt this time, we placed transfers on hold pending a response from the user, in accordance with our terms: Section C.3: Payout Schedule https://stripe.com/us/terms#payout-schedule "We reserve the right to change the Payout Schedule or suspend payouts to your Bank Account should we determine it is necessary due to pending disputes, excessive or anticipated excessive Chargebacks or refunds, or other suspicious activity associated with your use of the Service, or if required by law or court order." We did not receive any emails in response until February 17, at which time the user contacted us and said they had attempted to email us several times In their follcommunication on February 17, the user did not provide any additional information about the charge in questionWe reached back out immediately to request the information again, but did not get a response Because of this, we delayed transfers of funds until March 3, on which date the user should have received them At this time, Stripe does not normally offer phone supportWe are working to offer this in the near futureCurrently, we offer personalized support by emailWe strive to provide timely support, and in this case did respond promptly (on the same day) on those occasions when they did write in to us We would very much like to work with the user, to determine what may have gone wrong (i.e., why we may not have received emails that they tried to send between February and 17)
Initial Business Response / [redacted] (1000, 5, 2014/12/11) */ To help clarify the dispute process a bit, Stripe doesn't make the determination of who gets to keep the funds in a chargeback disputeYour customer's bank doesthey consider evidence and decide to settle a dispute either in your favor or your customer'sStripe helps you with this process by providing a method for submitting evidence and getting updates on the dispute status Our US Terms of Service clearly state that users are responsible for any chargebacks on their payments: "When a Chargeback is issued, you are immediately liable to Stripe for the full amount of payment of the Chargeback plus any associated Fees, fines, expenses or penalties (including those assessed by the Card Networks or our payment processors)." The relevant section of the Stripe Terms of Service can be found here: https://stripe.com/us/terms#chargebacks Stripe's users are responsible for any chargebacks they may incur from the card networks' chargeback systems, but will be covering the complainant's chargeback in this particular edge case This is outlined in our US Terms of Service: "You or Stripe may elect to contest Chargebacks assessed to your accountStripe may provide you with assistance including notifications and software to help contest your ChargebacksWe do not assume any liability for our role or assistance in contesting Chargebacks." The relevant section of Stripe's Terms of Service can be found here: https://stripe.com/us/terms#contesting-your-chargebacks If we had any additional information to offer about this dispute, we wouldUnfortunately, banks don't often surface information about why disputes were lost to Stripe, so we simply don't have that kind of information available to pass on to users Initial Consumer Rebuttal / [redacted] (3000, 16, 2015/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Just like this response was generic, so is the responses I get in this caseTo this day I haven't received any information to help aid me or my attorney in pursue of the person that ordered products, signed for them and then filed a disputeThis person has my product and my money and all I get is generic pre-typed responses Final Business Response / [redacted] (4000, 18, 2015/01/09) */ All of the information about this transaction is surfaced to your in your dashboardFurthermore, the information that we received from a charge, is based entirely upon the information you collect on your website, from your customersIn this situation, the user accepted a payment from a customer, who provided the wrong zip code and street address at check outThus, while the payment was successfully, the user should have taken note that the payment might have been suspicious due to the fact the the billing address check had failedAdditionally, Stripe provides some fraud prevention tools, that had the user had active before this charge was made, would have prevented this transaction from passing throughInstead, the user only chose to activate the auto-decline failed AVS verification feature later - about a month after this particular transaction was made Additionally, if the user believes that we have some information about this potential fraudster that we aren't giving, that belief is misplacedWe're only able to view the card information (the same information that is viewable in a users dashboard)Thus, if the user would like - she can try and reach out to the customer, via the information provided in the chargeAlternatively, she can turn this information over to law enforcementKeep in mind that if this is an instance of fraud, then it's very possible the the true card holder's information was compromised and that an unknown third party created the purchaseIt's also could be that the true card holder is just unjustly saying they didn't authorize the purchase, even though they actually didThe point is that we don't know and can't confirm this informationWhat we can confirm is that the wrong zip code was provided with this charge, and that is generally cause for concernThe merchant shouldn't have shipped out any goods without verifying this firstAs our terms of service will indicate, merchants are liable for the full purchase amount of disputed transactionshttps://stripe.com/us/terms#chargebacks Additionally, Stripe isn't responsible for an of our merchants internal decision making as it relates to their own business (the decision to ship goods)We aren't a shipping company and we don't purport to offer those services to our merchants
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 paymentsWhile 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 May 17, we reached to the complainant to let them know about our concerns and to get more information about the payments in questionThe complainant submitted additional information the same day, which was used to complete an additional verificationTherefore, after a thorough investigation, Stripe closed the complainant's account The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" : https://stripe.com/us/terms#termination While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data
Below is Stripe's Response to the complaint submitted by Brendan Doherty (herein referred to as the "Complainant") on April 3, 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 [redacted] .[1] [redacted] Merchant Account Overview The Complainant submitted an account with Stripe on May 9, under the name "Brendan's Travels" [redacted] Stripe processed payments for the account owner until April 4, when their ability to create payments will be turned offDuring a routine review, Stripe determined that the complainant's business was at a high risk for disputesOn March 27, 2018, Stripe contacted the Complainant to get more informationAfter reviewing this information, Stripe reached out on March 30, 2018, informing them that we would no longer be able to support their business as 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] Reserve TermsThe closing of this account was in accordance with the following section of the Stripe Terms of Service:"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" [redacted] In 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 June 28, 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] 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
The customers' cards have been refunded as of [redacted] ***, which the complainant is able to see by accessing their dashboardIf the complainant would like additional refund reference numbers to give to their customers, they are welcome to write into [email protected] to obtain this information
On April 22, ***, when Stripe reached to the Complainant to ask for additional information about the Complainant's business, the domain on record for "iGuy" was http://Shop.iguyphonerepair.comStripe was unable to verify what the complainant was selling via that websiteNo reply was received back from that request sent to the Complainant on April 22, *** On May 3rd, [redacted] the Complainant updated the business URL to http://www.iguyshop.com On May 5th, [redacted] Stripe completed a review of the Complainants updated website and was able to verify what the complainant was selling via that website On April 5th, [redacted] Stripe sent an email to the Complainant on April 5th [redacted] advising the Complainant that the review was now successful On April 5th, [redacted] Payouts for the Complainants' Stripe account were re-enabled
Initial Business Response / [redacted] (1000, 5, 2014/06/12) */ The complainant wrote in to us on May to inquire about a notification from Shopify that his balance was on hold due to his having been identified on a credit card network blacklistWe responded hours later to provide additional information and context on the blacklist database he referred to, and clearly explained that, his account being with Shopify, there wasn't any additional customer support that we're able to provideNo further communication from this customer was received from any email address associated with his Shopify account
Stripe has taken this opportunity to further review the state of the Complainant's accountStripe has removed all blocks on the Complainant's accountThe Complainant is now able to log into their Stripe account and create a transfer for their remaining balance on their Payouts page
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI recieved my confirmation this morningSincerely, [redacted]
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.[0] 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.[0] https://stripe.com/us/paymentsAccount OverviewThe Complainant submitted an account with Stripe on [redacted] 22, [redacted] through the platform [redacted] (herein referred to as the "platform") [redacted] is a platform that uses Stripe's Connect [0] product to process payments for it's usersStripe processed payments for the Complainant until [redacted] 28, ***On [redacted] 24, ***, the platform reached out to Stripe to confirm whether or not the Complainant's account was in violation of Stripe's Terms of ServiceIn order to send funds to a user, Stripe must be able to verify their business as outlined in it's terms:"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 businessThis additional information may include business invoices, copies of government-issued identification, business licenses, or other information related to your business, its beneficial owners or principals."https://stripe.com/us/legal#your-stripe-accountThe Complainant submitted their government issued driver's licenseThe review was completed, the Complainant's identity was verified and their transfers were reenabledHowever, because the Complainant's business was not compliant with Stripe's Terms of Service, Stripe was no longer able to process funds for the ComplainantThe Complainant then reached out to Stripe on [redacted] 6, [redacted] and [redacted] 7, ***, asking when they would get their transferA Stripe support agent informed the Complainant when they would be getting their funds, which was on [redacted] 8, ***.[0] https://stripe.com/connectTerms of Service OverviewStripe does not have a direct relationship with the ComplainantAs outlined in Stripe's Terms of Service, the platform agrees to handles customer complaints for their connected accounts, such as the one that the Complainant has:"Stripe is not responsible for the acts or omissions of any Connect Platform in providing services to you or your customers, nor is Stripe responsible for your obligations to your customers (including but not limited to properly describing the nature of or delivering the goods or services being sold to your customers)."https://stripe.com/us/connect-account/legal#limitations-on-stripes-l...⇄ also outlines in it's Terms of Service that it acts as the payment processor, not the platform:"Stripe is not a Connect Platform, and only provides the Services described in this Connected Account Agreement and the Stripe Services AgreementYou do, however, appoint Stripe as one of your payments agents for the limited purposes of directing, receiving, holding and settling payment card proceeds to you, and you agree that Stripe’s receipt of payment processing proceeds satisfies your customers’ obligations to make payment to you."https://stripe.com/us/connect-account/legal#stripe-connect-mdash-your-conne...⇄ Account ActivityStripe has fulfilled it's obligation to the Complainant by processing funds on their behalfStripe is not responsible for the lack of communication in response to the Complainant by the platform nor any miscommunication between the two parties as outlined below."You are solely responsible for, and Stripe expressly disclaims all liability for, your complying applicable laws and obligations related to your provision the goods or services to your customers, or receipt of bona fide charitable donationsThis may include providing customer service, notification and handling refunds or consumer complaints, provision of receipts, registering your legal entity, or other actions not related to the Services."https://stripe.com/us/connect-account/legal#limitations-on-stripes-lia...⇄ 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, 2015/04/02) */ While we can't go into detail on how we validate the dispute risk associated with charges processed, this user's account has been reviewed by multiple analysts to the same conclusionUnfortunately, Stripe cannot process payments on behalf of businesses we believe to be in violation of our Terms of Service, or to pose a highly elevated risk of chargebacksFor additional context, our Terms of Service can be found here: https://stripe.com/terms All charges, including all associated Stripe fees, on this user's account have been refunded to card holders, so we encourage the user to reach out for customers to pay by alternative means In addition, Stripe cannot process payments for businesses associated with another business that has been previously rejected (Section D.4) Terms of Service, Section D We may terminate this Agreement and close your Stripe Account at any time for any reason effective upon providing you notice in accordance with Section AaboveWe may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if (i) 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; (ii) you do not comply with any of the provisions of this Agreement; or (iii) upon request of a Card Network or the a card issuer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) They say that they do not take business like my business which is a tax business or credit repair businesses, however I have both and they wont take neitherHowever I own a credit repair software that offers Stripe as the payment processor (TurboDispute)I also have NUMEROUS colleagues that use Stripe for their tax business, but mine is not allowed? Now I am done using them, but they are just full of itThey took more than two weeks to respond to meAnd when they did, it was just some pre-recorded email that is sent out to satisfy people for the momentThere is NO REAL TIME HELP AT ALLNO REAL PERSON YOU TALK TOAll they do is act like they are a processorIf they were, then all the same businesses that are out there would be treated the sameIf one tax preparer or one credit repair company cannot use them, then all of them should not be able to either Final Business Response / [redacted] (4000, 9, 2015/04/13) */ The complainant signed up for a Stripe account on March 15, On March 19, during a routine account review, Stripe identified strong signals that the account was related to another account we had previously closed for suspected fraudulent activityStripe cannot work with previously rejected users, so Stripe closed the account and refunded the chargesStripe informed the complainant of the closure on March There are currently no funds in this account
First off let me start by saying small business and start-ups bewareStripe seems to be taking advantage of small businesses and pulling a [redacted] Myself and many of my friends ( who also own businesses) have had terrible experiences with this companyWhen first signing up they let you take card payments right awayStripe makes you wait days before getting your first depositRight before you should receive your first deposit, usually the day beforeStripe send you an email saying that they can no longer do business with you because of unauthorized transactionsKeep in mind I have signed contracts, invoices, and also customers placing the orders themselves onlineIn some cases I have seen them deposit funds, then the next day send an email saying the same story only to illegally withdraw the funds from your account without a chargeback or business related refundThey would like you to believe they will reopen your account and all you have to do is let them run your credit card for two transaction to verify your identityWhy would you need to charge my card to verify my identity if the account is already closed? Seems to me stripe is in the business of keeping both yours and your customers money for as long as possible in their accounts to accrue interest and only refund when they have to if at allThey block you from issuing your own customers refunds and say that they will do so in 5-daysHowever several customers informed me they never received the funds back from stripe and had to file a chargeback to get any money returnedIf I where you I would look elsewhere for card processing, seems that Stripe is on there way to a Large Class Action Lawsuit just like paypal for the same thing
Stripe processes credit card payments for thousands of online businesses worldwideThe service allows businesses of all sizes to start accepting credit card payments for their products sold on the webThe virtue of our providing service does not mean that we are managing any of our user businesses financesAll users are required to agree to our Terms of Service, which is found here: https://stripe.com/legalThis ToS explicitly states that the user/merchant is "responsible for the relationship with [the customers]" that includes "....delivery, support, refunds, returns, and for any other ancillary services you provide to your Customers." On [redacted] , the complainant contacted Stripe saying that she never received a refund for a returned item from a merchant who uses Stripe as a payments processorStripe replied to the customer, explaining that it provides payments processing to the merchantIt was also communicated that a refund can take to days until the funds are reflected in a bank account, and that the customer should contact the bank directlyStripe informed the complainant that we are able to assist if she had any more questions, and the complainant did not write back On [redacted] , the complainant contacted Stripe again with a screenshot of the refund provided by the merchantThe complainant also informed that the credit card company said the funds have not been depositedStripe acknowledged, and requested the complainant to tell the merchant to contact us directly By virtue of our Privacy Policy and Service Agreement, Stripe has an obligation to protect merchant information, and therefore cannot disclose details of transactions to a 3rd party without the merchant's consentFurther investigation of missing funds cannot take place without access to the merchant account To this request, the customer responded that they've already contacted the merchant before and this is not their problemWe never heard from the unidentified merchant The last contact with the complainant was initiated by Stripe on [redacted] , after further investigation revealed more specifics about the transactionStripe wrote, "Since the merchant issued this refund on the 3rd of [redacted] , a Saturday, so it is possible that the refund will appear on your electronic statement as late as the 16th, which is this coming Friday" The complainant did not reply Instead, the complainant filed this Revdex.com case on the same day on [redacted] This day was three days prior to when the refund was expected to arrive at the complainant's bankIt appears there was no allowance of sufficient time for the refund to arriveIf the complainant is still having trouble locating this refund, they can contact Stripe Support at [email protected]
Below is Stripe's Response to the complaint submitted by Bishamber Batra (herein referred to as the "Complainant") on April 11, 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 [redacted] [1] [redacted] Merchant Account Overview The Complainant submitted an account with Stripe on March 12, under the name "Kraken media services corp" at [redacted] Stripe processed payments for the account owner until March 18, During a routine review, Stripe determined that the complainant's business was at a high risk for disputesOn March 13, 2018, Stripe contacted the Complainant, informing them that we would no longer be able to support their business as 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] Reserve TermsThe closing of this account was in accordance with the following section of the Stripe Terms of Service:"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" [redacted] In 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 June 11, 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] 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, 2015/08/10) */ 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 cardStripe 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 We will resolve this refund issue independent of the complainant Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) They emailed me saying "You can not issue a refund as your account has been closed downDuring a routine review, Stripe identified strong signals that your was in violation of the stripe terms of service" I replied to the email saying when should my customer expect the refund and to get his money back, They haven't replied My customer is very upset he placed an order July 23rd I need stripe to issue a refund ASAP my customer is very upset and I don't know what to tell him anymore Final Business Response / [redacted] (4000, 9, 2015/08/19) */ 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 24th, 2015, Stripe reached out to the complainant to advise them of our decision and the closing of the account The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" https://stripe.com/us/terms#termination Due to an unexpected influx in queries, we failed to respond to the complainant in a prompt mannerOn 10th August we acknowledged the request to refund a payment to the complainant's customerThis refund was initiated on 19th August and will be transferred to the customer's bank account soon Final Consumer Response / [redacted] (4200, 11, 2015/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) They emailed me saying they would send the refund and the customer should get it at th end of the week, This will not be solved u till I know my customer has got his money back
Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ We notified the complainant that we would be shutting down their account on 21st July After their request to migrate data, we responded on 24th July: "Thanks for writing in and we apologize for the waitUnfortunately, due to the high risk nature of your business we'll be unable to extend your transition periodWe'd love to be able to, but I'm afraid we're under very strict regulations I can see that you've written in for help transferring customer data to your new service, and we'd be thrilled to help with this processFor PCI compliance reasons, we'll do this by talking directly with your new service to safely and securely move your data overWould you let us know what service you'll be working with so we can get started as soon as possible?" After receiving details of two new payments processors the complainant wished us to migrate data to, we responded on 28th July and asked for confirmation on one payments processorWe are awaiting a reply Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2014/07/06) */ On June 24, this complainant contacted Stripe support and explained that his card had been charged by a business that uses payment processing services provided by StripeStripe provides payment processing services for thousands of businesses but is not a consumer-facing product, like PayPalThe complainant is not a Stripe user himself and Stripe has no direct relationship with himThe complainant purchased a 1-year subscription from the business in question and claims that he did not authorize the renewal chargeAfter not receiving a satisfactory response from the business, the complainant reached out to Stripe The business allegedly didn't make it clear to the complainant that his card details would be saved for future use (a common practice for recurring/subscription payments across many merchants), and that he had been enrolled in a recurring subscription last year at the time of the original paymentThe complainant requested that the business not be able to charge his card again in the future, and that Stripe not store his card information in a way that allowed future charges by Stripe users In the course of correspondence with Stripe's support team, it was explained that Stripe is unable to take action to delete customer profiles (and associated card information) on behalf of our users, but our users are expected to process refunds if requested, and if they don't, the card holder can dispute the payment with their card company In addition to providing more context to the complainant, a member of the Stripe support team also reached out to the business in question to ensure they had received their customer's complaint, and recommended the business refund the payment to avoid a disputeThe business responded that the complainant's customer profile and account had already been deleted from their application and from StripeStripe can confirm the business also refunded the payment in question shortly after being contacted While Stripe does need to retain certain transactional and financial information to comply with legal and regulatory requirements, the complainant's card information is no longer stored with the businesses Stripe accountWe cannot block this card from ever being used through Stripe, but we can confirm the business in question can no longer use this previously stored card information in any way
Below is Stripe's Response to the complaint submitted by Carlos Meneses (herein referred to as the "Complainant") on April 14, ***.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 The Complainant submitted an account with Stripe on [redacted] **, [redacted] under the name " [redacted] " at [redacted] Stripe processed payments for the account owner until [redacted] *, ***During a routine review, Stripe identified strong signals that the Complainant's account was in violation of the Stripe Terms of ServiceSpecifically, Stripe cannot process payments that appear to be unauthorized by the owner of the charged cardThe majority of the Complainant’s business seemed to be driven through unauthorized, fraudulent chargesOn [redacted] **, ***, Stripe reached to the Complainant to let them know about its concerns and that it could no longer support their businessThe Complainant sent an appeal regarding this decisionAfter a thorough investigation, Stripe closed the Complainant's account on [redacted] **, ***.The closing of this account is in accordance with the following section of the Stripe Terms of ServiceStripe's terms very clearly state that Stripe"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 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, 5, 2015/07/28) */ As mentioned in our email on 13th July, Stripe can only support users with a low risk of customer disputes--after reviewing the complainant's submitted information and website, we found that their site presented a higher level of risk than we can currently support Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms Since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of Service The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" https://stripe.com/us/terms#termination While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data
Initial Business Response / [redacted] (1000, 5, 2015/03/04) */ We reached out to our user on February 10, asking them to provide some additional information about a large charge that they had processed through our serviceAt this time, we placed transfers on hold pending a response from the user, in accordance with our terms: Section C.3: Payout Schedule https://stripe.com/us/terms#payout-schedule "We reserve the right to change the Payout Schedule or suspend payouts to your Bank Account should we determine it is necessary due to pending disputes, excessive or anticipated excessive Chargebacks or refunds, or other suspicious activity associated with your use of the Service, or if required by law or court order." We did not receive any emails in response until February 17, at which time the user contacted us and said they had attempted to email us several times In their follcommunication on February 17, the user did not provide any additional information about the charge in questionWe reached back out immediately to request the information again, but did not get a response Because of this, we delayed transfers of funds until March 3, on which date the user should have received them At this time, Stripe does not normally offer phone supportWe are working to offer this in the near futureCurrently, we offer personalized support by emailWe strive to provide timely support, and in this case did respond promptly (on the same day) on those occasions when they did write in to us We would very much like to work with the user, to determine what may have gone wrong (i.e., why we may not have received emails that they tried to send between February and 17)
Initial Business Response / [redacted] (1000, 5, 2014/12/11) */ To help clarify the dispute process a bit, Stripe doesn't make the determination of who gets to keep the funds in a chargeback disputeYour customer's bank doesthey consider evidence and decide to settle a dispute either in your favor or your customer'sStripe helps you with this process by providing a method for submitting evidence and getting updates on the dispute status Our US Terms of Service clearly state that users are responsible for any chargebacks on their payments: "When a Chargeback is issued, you are immediately liable to Stripe for the full amount of payment of the Chargeback plus any associated Fees, fines, expenses or penalties (including those assessed by the Card Networks or our payment processors)." The relevant section of the Stripe Terms of Service can be found here: https://stripe.com/us/terms#chargebacks Stripe's users are responsible for any chargebacks they may incur from the card networks' chargeback systems, but will be covering the complainant's chargeback in this particular edge case This is outlined in our US Terms of Service: "You or Stripe may elect to contest Chargebacks assessed to your accountStripe may provide you with assistance including notifications and software to help contest your ChargebacksWe do not assume any liability for our role or assistance in contesting Chargebacks." The relevant section of Stripe's Terms of Service can be found here: https://stripe.com/us/terms#contesting-your-chargebacks If we had any additional information to offer about this dispute, we wouldUnfortunately, banks don't often surface information about why disputes were lost to Stripe, so we simply don't have that kind of information available to pass on to users Initial Consumer Rebuttal / [redacted] (3000, 16, 2015/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Just like this response was generic, so is the responses I get in this caseTo this day I haven't received any information to help aid me or my attorney in pursue of the person that ordered products, signed for them and then filed a disputeThis person has my product and my money and all I get is generic pre-typed responses Final Business Response / [redacted] (4000, 18, 2015/01/09) */ All of the information about this transaction is surfaced to your in your dashboardFurthermore, the information that we received from a charge, is based entirely upon the information you collect on your website, from your customersIn this situation, the user accepted a payment from a customer, who provided the wrong zip code and street address at check outThus, while the payment was successfully, the user should have taken note that the payment might have been suspicious due to the fact the the billing address check had failedAdditionally, Stripe provides some fraud prevention tools, that had the user had active before this charge was made, would have prevented this transaction from passing throughInstead, the user only chose to activate the auto-decline failed AVS verification feature later - about a month after this particular transaction was made Additionally, if the user believes that we have some information about this potential fraudster that we aren't giving, that belief is misplacedWe're only able to view the card information (the same information that is viewable in a users dashboard)Thus, if the user would like - she can try and reach out to the customer, via the information provided in the chargeAlternatively, she can turn this information over to law enforcementKeep in mind that if this is an instance of fraud, then it's very possible the the true card holder's information was compromised and that an unknown third party created the purchaseIt's also could be that the true card holder is just unjustly saying they didn't authorize the purchase, even though they actually didThe point is that we don't know and can't confirm this informationWhat we can confirm is that the wrong zip code was provided with this charge, and that is generally cause for concernThe merchant shouldn't have shipped out any goods without verifying this firstAs our terms of service will indicate, merchants are liable for the full purchase amount of disputed transactionshttps://stripe.com/us/terms#chargebacks Additionally, Stripe isn't responsible for an of our merchants internal decision making as it relates to their own business (the decision to ship goods)We aren't a shipping company and we don't purport to offer those services to our merchants
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 paymentsWhile 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 May 17, we reached to the complainant to let them know about our concerns and to get more information about the payments in questionThe complainant submitted additional information the same day, which was used to complete an additional verificationTherefore, after a thorough investigation, Stripe closed the complainant's account The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" : https://stripe.com/us/terms#termination While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data
Below is Stripe's Response to the complaint submitted by Brendan Doherty (herein referred to as the "Complainant") on April 3, 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 [redacted] .[1] [redacted] Merchant Account Overview The Complainant submitted an account with Stripe on May 9, under the name "Brendan's Travels" [redacted] Stripe processed payments for the account owner until April 4, when their ability to create payments will be turned offDuring a routine review, Stripe determined that the complainant's business was at a high risk for disputesOn March 27, 2018, Stripe contacted the Complainant to get more informationAfter reviewing this information, Stripe reached out on March 30, 2018, informing them that we would no longer be able to support their business as 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] Reserve TermsThe closing of this account was in accordance with the following section of the Stripe Terms of Service:"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" [redacted] In 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 June 28, 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] 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
The customers' cards have been refunded as of [redacted] ***, which the complainant is able to see by accessing their dashboardIf the complainant would like additional refund reference numbers to give to their customers, they are welcome to write into [email protected] to obtain this information
On April 22, ***, when Stripe reached to the Complainant to ask for additional information about the Complainant's business, the domain on record for "iGuy" was http://Shop.iguyphonerepair.comStripe was unable to verify what the complainant was selling via that websiteNo reply was received back from that request sent to the Complainant on April 22, *** On May 3rd, [redacted] the Complainant updated the business URL to http://www.iguyshop.com On May 5th, [redacted] Stripe completed a review of the Complainants updated website and was able to verify what the complainant was selling via that website On April 5th, [redacted] Stripe sent an email to the Complainant on April 5th [redacted] advising the Complainant that the review was now successful On April 5th, [redacted] Payouts for the Complainants' Stripe account were re-enabled
Initial Business Response / [redacted] (1000, 5, 2014/06/12) */ The complainant wrote in to us on May to inquire about a notification from Shopify that his balance was on hold due to his having been identified on a credit card network blacklistWe responded hours later to provide additional information and context on the blacklist database he referred to, and clearly explained that, his account being with Shopify, there wasn't any additional customer support that we're able to provideNo further communication from this customer was received from any email address associated with his Shopify account
Stripe has taken this opportunity to further review the state of the Complainant's accountStripe has removed all blocks on the Complainant's accountThe Complainant is now able to log into their Stripe account and create a transfer for their remaining balance on their Payouts page
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI recieved my confirmation this morningSincerely, [redacted]
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.[0] 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.[0] https://stripe.com/us/paymentsAccount OverviewThe Complainant submitted an account with Stripe on [redacted] 22, [redacted] through the platform [redacted] (herein referred to as the "platform") [redacted] is a platform that uses Stripe's Connect [0] product to process payments for it's usersStripe processed payments for the Complainant until [redacted] 28, ***On [redacted] 24, ***, the platform reached out to Stripe to confirm whether or not the Complainant's account was in violation of Stripe's Terms of ServiceIn order to send funds to a user, Stripe must be able to verify their business as outlined in it's terms:"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 businessThis additional information may include business invoices, copies of government-issued identification, business licenses, or other information related to your business, its beneficial owners or principals."https://stripe.com/us/legal#your-stripe-accountThe Complainant submitted their government issued driver's licenseThe review was completed, the Complainant's identity was verified and their transfers were reenabledHowever, because the Complainant's business was not compliant with Stripe's Terms of Service, Stripe was no longer able to process funds for the ComplainantThe Complainant then reached out to Stripe on [redacted] 6, [redacted] and [redacted] 7, ***, asking when they would get their transferA Stripe support agent informed the Complainant when they would be getting their funds, which was on [redacted] 8, ***.[0] https://stripe.com/connectTerms of Service OverviewStripe does not have a direct relationship with the ComplainantAs outlined in Stripe's Terms of Service, the platform agrees to handles customer complaints for their connected accounts, such as the one that the Complainant has:"Stripe is not responsible for the acts or omissions of any Connect Platform in providing services to you or your customers, nor is Stripe responsible for your obligations to your customers (including but not limited to properly describing the nature of or delivering the goods or services being sold to your customers)."https://stripe.com/us/connect-account/legal#limitations-on-stripes-l...⇄ also outlines in it's Terms of Service that it acts as the payment processor, not the platform:"Stripe is not a Connect Platform, and only provides the Services described in this Connected Account Agreement and the Stripe Services AgreementYou do, however, appoint Stripe as one of your payments agents for the limited purposes of directing, receiving, holding and settling payment card proceeds to you, and you agree that Stripe’s receipt of payment processing proceeds satisfies your customers’ obligations to make payment to you."https://stripe.com/us/connect-account/legal#stripe-connect-mdash-your-conne...⇄ Account ActivityStripe has fulfilled it's obligation to the Complainant by processing funds on their behalfStripe is not responsible for the lack of communication in response to the Complainant by the platform nor any miscommunication between the two parties as outlined below."You are solely responsible for, and Stripe expressly disclaims all liability for, your complying applicable laws and obligations related to your provision the goods or services to your customers, or receipt of bona fide charitable donationsThis may include providing customer service, notification and handling refunds or consumer complaints, provision of receipts, registering your legal entity, or other actions not related to the Services."https://stripe.com/us/connect-account/legal#limitations-on-stripes-lia...⇄ 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