Stripe

Initial Business Response / [redacted] (1000, 5, 2015/06/29) */ On 29th May we notified the complainant that we had to pause transfers to their bank account as we could not verify the URL associated with their Stripe account application: https://stripe.com/us/terms#company-descriptions-and-site-url Our right to pause transfers to a user's bank account is consented to upon signing up for a Stripe account: https://stripe.com/us/terms#payout-schedule The complainant responded with the updated URL we required on 3rd JuneWe acknowledged receipt of this URL on 5th June and stated that a review to verify this URL would be required before we could resume transfers to the complainant's bank accountThe manual review to verify this URL's validity took longer than expectedOn 25th June we acknowledged this URL was valid and resumed transfers to the complainant's bank accountThe complainant can now continue using their Stripe account

Initial Business Response / [redacted] (1000, 9, 2015/04/13) */ The complainant signed up for a Stripe account on March 17, On March 19, during a routine account review, Stripe identified strong signals that the account was related to other accounts that Stripe had previously closed for suspected fraudulent activityStripe cannot work with previously rejected users, so Stripe closed the account and refunded the charges to protect Stripe against chargebacksStripe informed the complainant of the account closure on March If products were shipped, Stripe recommends contacting the customers to work out an alternate payment method Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Its amazing how robotic you people soundEvery single complaint I have read all over the internet and believe me there is many, You people have the most non caring attitudes and it all sounds the sameI am still amazed that you people haven't been sued yetIn response to you mediocre response, You people must have me confused with someone elseI have never had a stripe account before I signed up for yours, I Made a sad mistake in getting one and I am doing everything in my power to warn other people about getting oneI am a Fortune Marketing consultingTrust me you worthless Excuse for a companyI will do everything within my power and more to Ensure that people know how conniving and deceitful you people areI am still amazed that your institution has a license to operateMaybe I need to report your institution to the FBI for an internal investigationBy the way what financial institution doesn't have a telephone numberI wouldn't be surprise if you are working out of a basementTalk about fraud the only fraud I see here is your companyNow please post a robotic response Final Business Response / [redacted] (4000, 13, 2015/04/16) */ 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 March 19th, 2015, Stripe reached out to the complainant to advise them of our decision and the closing of the account The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" https://stripe.com/us/terms#termination While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data

Initial Business Response / [redacted] (1000, 5, 2015/12/21) */ Stripe supports businesses by providing the infrastructure to accept payments onlineThe complainant is the owner of one of the many businesses we support On 12/14/2015, we reached out to the complainant via email because we were concerned about several large payments that their Stripe account had processedThese payments closely resembled a type of fraudulent payment activity Stripe constantly monitors for in our systemsThe complainant responded to our email with due concern, and, when she didn't hear back immediately, sent in more emailsDuring this time, assessments were made on the complainant's account to determine any fraud damage and next stepsOn 12/15, a Stripe support representative communicated with the complainant via email to set up a phone callThis representative spoke with the complainant via phone on 12/During that call, login access to the account was re-enabled, and the complainant agreed to refund the suspicious payments and attempt to recover the funds she had paid out to the third partyStripe support followed up after the call with an email summary, as well as some follstepsAs of 12/21, we are waiting to hear back from her with any updates or further questions In summary, we have been in touch with the complainant via email and phone, and are collaborating with her to resolve any remaining account issuesAt this time, we await hearing from her regarding her attempt to recover funds she paid out to the third party Complaint Response Date bumped because: Holiday

Initial Business Response / [redacted] (4000, 7, 2015/04/30) */ I'm glad that we were able to get this issue worked out through our support channelThe balance of your account will be transferred to your bank account on May 1st Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/05/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just wanted to let Revdex.com know that I just received my money back in my bank account from Stripe, Please close the case, And thank you Revdex.com for helping me with this situation, Stripe is a nightmare to deal with, They have no phone support and never answer email for any of their customersA credit card company or any company for that matter should have phone support when you deal with peoples moneyThat is not right for a credit card company not to have phone supportMaybe that's the next step to happen, Thanks again Revdex.com We did itHope all other customers get their money back, Theirs allot out their Stripe is doing this too.Thanks again [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/05/13) */ The complainant originally wrote in to Stripe regarding this dispute on April A member of our team responded to the complainant's request for more information on April The initial interaction regarded confusion over an American Express chargeback on a partially refunded charge$of the initial $charge had been refunded before Stripe received information from American Express about a chargeback Unfortunately, American Express allows their cardholders to dispute a partially refunded charge for the full amount of the original chargeIn this case, the full amount of the original charge, $333, was disputed, despite the fact that the complainant had already refunded the customer $of the original $This is an unfortunate and largely unfair quirk of American Express's chargeback process Stripe agrees with the complainant that this is an unjust use of the chargeback system and has agreed to cover the full amount of the chargebackWe understand that the complainant has had a poor experience with American Express thus far, but at this point the chargeback has been reversed and the complainant will be receiving her fundsStripe will be working with American Express in the hope that we can prevent similarly unfair situations in the future On the issue of chargebacks, 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 does hold its users 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 To be clear, Stripe is not the arbiter of chargebacksStripe does provide a platform for users to upload evidence in response to a chargeback, but is not involved in the decision-making process, as the chargeback system is one set up by credit card companies like American Express 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 Regarding the delayed response times: Stripe answers emails in age order, with the oldest tickets answered firstStripe's inbound ticketing system regards the user's most recent ticket in determining the age of the ticketBecause the complainant responded to the same ticket several times before a Stripe support team member responded, the ticket's age was refreshed every time the complainant wrote inThis resulted in a delay in Stripe's response time The complainant's emails were acknowledged on May In this response, the support representative apologized for the delay in response and explained that we aim to provide excellent customer service, but had not reached those goals in this caseThe complainant received a full response, in which the complainant was informed that Stripe would be covering this chargeback, on May

Initial Business Response / [redacted] (1000, 5, 2014/05/05) */ On February 24, Stripe reached out to the complainant to ask for a copy of the company representative's IDPart of Stripe's responsibilities to its financial partners involves verifying the identity of the Stripe account owner and confirming the legitimacy of the listed businessHowever, these are two separate processesThe request for the complainant's ID was a part of the former process, which is aimed at the verification of the complainant's identity To complete this process, Stripe collects the account owner's personal information at activation, which enables Stripe to automate parts of this verification process so that Stripe users can start running charges immediatelyHowever, in the case that Stripe is unable to verify the account owner's identity automatically, Stripe needs to reach out to request a copy of an ID, which is why the complainant received this request on February Stripe explains this process in its Terms of ServiceBy creating and activating a Stripe account, a Stripe user agrees to the Stripe Terms of Service, as described in Section B ("Registering for Stripe"): "To sign up a business to use the Service, you must agree to this Agreement on behalf of the business." Since Stripe users agree to the Stripe Terms of Service, they also agree to abide by Stripe's contractual agreements with its financial partners, which include verifying the identity of any person signing up for a Stripe account To this point, the US Terms of Service explain, "To verify your identity, we will require additional information including your business EIN or Tax ID, social security number, and date of birthWe may also ask for additional information to help verify your identity and assess your business risk including business invoices, a driver's license or other government issued identification, or a business license." The relevant section of the Stripe Terms of Service can be found here: https://stripe.com/us/terms#verification-and-underwriting On February 26, the complainant followed up with Stripe support and asked if the complainant would be able to complete this process using business informationHowever, as a Stripe support representative explained on February 27, for various regulatory reasons, Stripe must verify the identity of the Stripe company representative in addition to verifying the business On March 3, the complainant wrote into Stripe support explaining that the complainant was having difficulty uploading an image of an ID into the Stripe verification systemA Stripe support representative responded to this email offering to assist in uploading the image into the Stripe verification system, and, in response, the complainant emailed in copies of the ID Upon further review of this ID and information on the account application, a Stripe support representative noted a mismatch in personal informationConsequently, on March 7, a Stripe support representative asked for additional information from the complainant, which was needed to complete this verification processThe complainant did not respond to this message until April Separately, on March 7, Stripe received an email from another member of the complainant's organization explaining that the complainant was having difficulty uploading an image of the complainant's IDHowever, a Stripe support already had been in the process of working with the complainant, and the issue seemed to be its way to resolution On March 15, as the complainant had not yet completed this process, Stripe sent the complainant a follrequest for an IDA Stripe support representative again followed up on March On April 18, the complainant wrote into Stripe support saying that the complainant had filed a complaint with the Revdex.com because the complainant had not yet received fundsThe complainant also claimed that requests to Stripe support had been left unanswered A little over an hour later, a Stripe support representative responded to the complainant's email apologizing for the confusion, and the Stripe support representative also explained that the complainant had ignored follrequests for additional information, which was needed to finish the verification process and to fully set up the Stripe accountTo account for the inconvenience, the Stripe support representative released the next pending transfer but explained that this verification process would need to be completed for the Stripe account to be fully set up The complainant wrote back asking why this additional information was necessary, and the Stripe support representative again explained that the personal information on the ID and on the account application did not match, so the verification process was not yet completeAfter additional back and forth, the Stripe support representative offered an alternative method to complete verification of the company representative's identity, which the complainant completedAt this point, the complainant's Stripe account was fully set up and any held transfers were sent through to the complainant's bank account Separately but also on April 18, another member of the complainant's organization wrote in to Stripe support asking for help with this verification processThis organization member also mentioned that the organization had not received any transfers since March and that they needed funds to be released as soon as possibleA Stripe support representative responded within a few hours explaining that further verification was needed as the personal information on the Stripe account application and the on the ID did not matchHowever, this Stripe support representative also indicated that any held funds would be sent through to the complainant's bank accountIn response, this organization member said that the information mismatch may be due to the fact that complainant's personal information and business information are not the same, but, as explained earlier in this response, verification of the company representative and verification of the business are two separate processes As of the submission of this response, the complainant has received all previously held funds and transfers are being sent through to the complainant's bank account as scheduledMoreover, the complainant received accelerated transfers on April 29, so the complainant has been receiving transfers two days after receiving payments rather than the standard seven days Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do agree that in the beginning they did respond to usOnce I sent the photo id in to a Stripe representative, it was never uploaded to our accountAs of today (5/8/14) our account still has not been verified and my id is not uploaded to the account On 3/11/I emailed the support email asking for someone to give me a call so I can understand why my social security number was needed On 3/17/I responded to the Stripe representative asking for someone to give me all call to discuss the reason why they needed my socialI never received a call or email back regarding the WHY behind the social security number On 4/17/My team informed me the funds for Stripe had not been receivedI again responded to an email that I received from Stripe asking for a call as there is no where on their website to get in contact with them except through email (which they were not answering) Since they were not getting back to me and holding our company's money, I felt this was the only way to get their attention They still have not uploaded my id (as mentioned before) so even if I decided to try to verify the account, I can'tWe are whole with the money coming in, but we will not be using stripe in the future There needs to be a way to get in contact with your teamEmail only when people do not respond does not offer any customer service May need to think how you will deal with businesses in the future and be clear up front as to what you have to have before you decide to start holding money Final Business Response / [redacted] (4000, 9, 2014/05/21) */ As mentioned in the original response, the complainant's account has been fully set up and has been receiving transfers as scheduled since April As explained in Stripe's original response, on March 7, the complainant emailed to Stripe support a copy of the complainant's ID as the complainant was having difficulty uploading the image directly into the Stripe verification systemAs the complainant was unable to complete this process using the Stripe verification system, a Stripe support representative separately noted that Stripe had received a copy of the complainant's IDSince the complainant was not able to upload the ID directly into the verification system, the complainant would not be able to view his/her ID in the Stripe verification system in the same way as if the complainant had uploaded it directly his/herselfAgain, a Stripe support representative had noted its reception separately Additionally, as mentioned in the earlier response, a Stripe support representative noticed that the complainant's personal information listed on the account application did not match the ID that the complainant had emailed to Stripe supportThis mismatch of information necessitated the requesting of additional information to confirm the complainant's identityThe complainant did not respond to this message, which was sent on March 7, for over a month, which is why the complainant's transfers were delayed for such a long time period In multiple emails, Stripe support representatives explained that Stripe would need to be able to verify the complainant's identity before the complainant would be able to receive transfers, yet the complainant did not confirm this information for Stripe for over a month This requirement is clearly outlined in the US Terms of Service: "To verify your identity, we will require additional information including your business EIN or Tax ID, social security number, and date of birthWe may also ask for additional information to help verify your identity and assess your business risk including business invoices, a driver's license or other government issued identification, or a business license." The relevant section of the Stripe Terms of Service can be found here: https://stripe.com/us/terms#verification-and-underwriting Furthermore, Stripe support emailed the complainant asking for confirmation of personal information on March and March Both of these requests went unanswered for nearly or over a monthThe complainant only responded to these messages on April 18, and, in this message, the complainant did not confirm the complainant's personal information and instead indicated that the complainant had filed a complaint with the Revdex.com Unfortunately, while the complainant claims to have emailed Stripe support on March and March 17, Stripe support did not receive the complainant's emailsOn every other occasion that the complainant or a member of the complainant's organization wrote in to Stripe support, the complainant or a member the complainant's company received timely responses As of the writing of this response, the complainant has not written in to Stripe support regarding any issues with his/her Stripe account Lastly, to reiterate the current status of the complainant's account, as of the submission of this response, the complainant has received all previously held funds and transfers are being sent through to the complainant's bank account as scheduledMoreover, the complainant received accelerated transfers on April 29, so the complainant has been receiving transfers two days after receiving payments rather than the standard seven days

Initial Business Response / [redacted] (1000, 5, 2015/12/08) */ Stripe helps thousands of merchants accept payments onlineWe don't charge customers' cards directly and it's an unfortunate bug that sometimes our information shows up on cardholders' bank statements instead of the business'sThe payment in question would have been made with one of the many online businesses using Stripe to accept payments, and would not have come from Stripe directlyIf the complainant is unsure of how to contact the merchant they purchased from or who the merchant is, if they would like to write into us directly with information about this charge, we'd be happy to look up the charge information and let them know which of our merchants created the chargeThey will then be able to follow up directly with the business that they purchased the flashlights fromSpecifically, the following information would be useful: last four digits of the card expiration date card type name on the card charge amount charge date If the complainant could provide the information they have already conveyed in the email as well, that would be useful as well

Complaint: [redacted] I am rejecting this response because: First off our company has had disputeIn which this dispute was proven by our company to be an actual legit charge for damage to a car rental that the customer agreed to payStripe is a jokeNot only did they try to hold funds but they NEVER RESPONDED BACK TO OUR EMAILS WE SENT about Held our customers funds and WOULD NOT allow us to refund themThis is illegal and a terrible practiceWait so lets let the business make a sale or put out a product but wait days for for the funds to be delivered to the companyNo it doesn't work that way, if thats how Stripe does business than they should be shut downYou cant take funds hold them and then refuse to allow us to refund the client to take our business else whereThis company has no phone number, doesn't reply to emails and has over complaints to the Revdex.comI have no reason to make up our experience with this terrible terrible companyIn short they took a payment, held the funds, and would not allow us to refund the clientSorry you don't get to make that callYour company is a joke and I will participate in ANY class action lawsuit that comes your wayGrade F company Sincerely,Daniel [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ On 31st July, we paused transfers to the complainant's account, pending verification of her website and identityOn 3rd August we received information from the complainantHowever, this was insufficient to verify the website domain being used: "In order to complete our verification and transfer your funds on time, we do need your website to discuss both what you're selling and how your customers might get in touch with you in case of any issues (having contact information is also a great way for you to avoid possible disputes!)" After a few days, we were able to verify the complainant's business and website on 5th AugustWe resumed transfers on this dateTransfers hit the complainant's bank account on 7th August Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, the issue waa solvedI tried to info Revdex.com vut was unable to update

Stripe reached out to the complainant on [redacted] in order to get more information about their website after a large transaction was processed with no prior processing historyStripe is legally required by the financial industry to complete what's called a KYC (Know Your Customer) survey for every account that's opened here at StripeThis survey includes verifying several pieces of information, including each user's personal identity and their charge patternsOne thing Stripe has to verify specifically is whether or not a business fits within our Terms of Service, which requires us to look at websites, social media presences, and invoices Our banking partners require every one of our users to have some kind of web presence that we can manually review and use to verify that this user is acting within our Terms of ServiceWe need to be able to clearly see what our users are creating charges for and what kind of services they are offeringThis is outlined in our Services Agreement under Validation and Underwriting -- https://stripe.com/us/legalAs the complainant's site did not clearly state what they were selling, we reached out to ask for a clear, itemized invoice that shows what kind of transactions they are doing through Stripe The complainant provided the invoice as requestedThe Stripe Supporter who was managing this case accidentally missed the attachment and requested a copy of the invoice againAt this point, the complainant began using foul language towards the Supporters attempting to help them, refunded their payments and deleted their accountThe mistake of the previous Supporter was quickly caught and Stripe promptly apologized for the confusionHowever, at this point, the complainant had already refunded the payments and closed their account so there was nothing further that Stripe could doThe last correspondence to the complainant wasn't responded to

Below is Stripe's Response to the complaint submitted by [redacted] (herein referred to as the "Complainant") on May 15, ***.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 January 17, under the name "Flexible Fulfillment " at http://www.flexfulfill.comStripe processed payments for the account owner until May 3, ***During a routine review, Stripe determined that the complainant's business had a high level of disputes and was at risk for incurring more disputes as other businesses that the Complainant had on Stripe had incurred high rates of chargebacksOn May 3, ***, Stripe contacted the Complainant, informing them that their dispute rate was over industry standard, at 64.75% of volume and 2.48% of transactions on their associated account; 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."https://stripe.com/us/legal#specific-payment-methodsAs these chargebacks accumulated, pursuant to the Complaint's agreement with Stripe and as described in further detail below, Stripe debited these funds from the ComplainantSpecifically, as further described below, we debited the amount that was charged back and a fee of $for each chargeback that we processed.Reserve TermsIn order to mitigate future losses to Stripe as a result of chargebacks on the Complainant's account, a reserve was set in place that will last for daysFunds will be transferred to the complainant's bank account on August 1, ***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."https://stripe.com/us/legal#clearing-funds-and-reservesWhile there is a reserve in place, the Complainant is able to log into their Stripe dashboard, process refunds to the customer's whose funds are held and reprocess these funds with a different processor if they need immediate access to the funds.The 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"https://stripe.com/us/legal#terminationFor 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

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 chargesThis led to a very high chargeback rate which Stripe could not continue to supportTherefore, after a thorough investigation and communication with the complainant, Stripe closed the complainant's accountOn April 11, we reached to the complainant to let them know about our concerns and to get more information about the payments in questionWe did not hear back from the complainant, nor did they provide us with any of the additional information that we requestedTherefore, 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 Shannon Callahan (herein referred to as the "Complainant") on April 17, 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] Merchant Account Overview The Complainant submitted an account with Stripe on December 20, under the name "LANDHELPER.COM" at [redacted] During a routine review, Stripe identified strong signals that the Complainant's account may be in violation of the Stripe Terms of ServiceOn April 9, 2018, Stripe reached to the Complainant to let them know about its concerns and that it needed more information from the Complainant.Stripe has found that the account was in compliance with it's Terms of ServiceAs a result, their payout has been released as of April 16, 2018.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, 2014/06/04) */ The complainant originally did not provide Stripe with relevant information to track down the charges in question, which prolonged her resolutionOnce Stripe received information relevant to the request, the complainant's issue was quickly resolved over emailThese charges were discoverable within her dashboard Stripe does not issue refunds on behalf of merchants, and instead offers an easy solution for issuing refunds via the dashboardStripe offers support documentation for how to issue a refund on its website: https://support.stripe.com/questions/how-do-i-issue-refunds The complainant originally wrote in to Stripe on May stating that one of her customers had been double-chargedOn May 21, a team member at Stripe replied to the complainant's email requesting more information about the charge so we could identify and investigate itThe complainant wrote back in without providing additional information and asked asked a question unrelated to the double-charge When, less than half an hour later, a support team member pressed for additional information, the complainant stated that she did not have information about the card used to make the transaction, but was able to provide the customer's nameWith that bit of information, the Stripe support team member was able to locate the customer's charges within hours and sent relevant information to the complainant so she could resolve the issue with her customer During investigation into these charges, the support team member concluded that Stripe did not duplicate this customer's chargesThe customer's charges had been processed within minutes of each other, and we can surmise that the customer clicked a "submit payment" button twice (as this is not a recurring problem and two unique charges were created with Stripe, rather than one duplicated charge) Stripe does not offer phone support, but was able to thoroughly solve the complainant's issue over email Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I waited days for a response, not hoursI have since stopped doing business with this company, so at this point the case can be closedI just want it to be noted that anyone wishing to do business with Stripe realizes that they cannot resolve any problems they may have immediately, they must wait until someone feels like answering an email...and emailing several times to get the problem resolved, rather than a simple phone callWhen dealing with customers money, they want an answer right away, not when a company feels like answering an email Final Business Response / [redacted] (4000, 9, 2014/06/18) */ The complainant contacted us on May 19th with her original request, which was then responded to within hours, as per our original responseOur contact form states that will try to respond to emails within hours, if not soonerWe have apologized to the complainant and are working hard to improve response timesOur team is rapidly increasing, so we hope that we'll be able to offer round the clock phone support in the future We pride ourselves on in-depth, high-quality support via emailIn our first email to the complainant we request detailed information needed to help determine and resolve the issueOnce the complainant provided that information, we responded in less than hoursAs the complainant did not follow up on that email, she presumably was able to resolve the issue with her customer with the information we provided We strive for timely support and we're sorry that we didn't meet our or the complainant's standard in this caseWe take feedback very seriously as we are always striving to improve our servicesWe welcome any additional feedback

Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ 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 15th, 2015, Stripe reached out to the complainant to advise them of our decision and the closing of the account The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" https://stripe.com/us/terms#termination While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response is laughableWho could have foretold that it would be a copy and paste response, it is not like they do that very often, right? Here is a news flash geniuses" Stripe cannot process payments that appear to be unauthorized by the owner of the charged card." Um, then what exactly does your business do? I know I did not take the client's credit card information directly, run it through, APPROVE IT WITH VERIFICATIONThen based on whatever, you knows since you do not specify details and give generalized responses to complaints, YOU decided to cancel the transactionIt was YOUR decision that has costed me a sale and customer DIRECTLYYOUR SOLE DISCRETIONYOU are the ones that processed this payment, not me and not my clientBased on 1, yes, the only transaction that I had on my account, THAT WENT THROUGH, YOU directly decided to cancel the transaction as too riskyI sincerely hope that someone, somewhere, is pursuing legal action and government intervention to stop your company from harming further business owners based on decisions that are "at your sole discretion"Terms of service or not, what you do to people is wrong and malicious and needs to be put to a stopIf someone reading this is pursuing legal action against this companyPlease feel free to contact me as a witnessRevdex.com blocks any personal info but I would be very interestedIn closing, Stripe you should be ashamed of yourselfHow many complaints do you need to have before you decide to change your business model? Or do you simply not care? Based on their responses to myself and other patrons on this site, I conclude the latter Final Business Response / [redacted] (4000, 9, 2015/07/30) */ As mentioned, we have identified strong signals that the complainant's was in violation of the Stripe's Terms of ServiceIn particular, we noticed unauthorized charges on the complainant's Stripe accountOn July 25th, 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 our ToSIn particular, the significant credit or fraud risk: https://stripe.com/us/terms#termination

Initial Business Response / [redacted] (1000, 5, 2015/12/20) */ 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 December 5th, 2015, Stripe reached out to the complainant to advise them of our decision and the closing of the account The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" https://stripe.com/us/terms#termination While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Stripe is keeping my money with no way to get it back or refund the buyer, even if they have the right to close my account they are not allowed to steal money I can not accept This solution unless they release my money This is the worst company I've ever came across, they don't care for their customers at all, a financial company that doesn't provide phone Support is a joke, my customer paid me via Zoho (an online invoicing software)but stripe just says that it appears to be unauthorized, and they wouldn't answer my emails regarding this and don't provide phone Support Final Business Response / [redacted] (4000, 9, 2016/01/05) */ 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 12/05/2015, 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 The pausing of transfers of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms state that we "reserve the right to change the Payout Schedule, suspend payouts to your Bank Account, or initiate a Reversal should we determine it is necessary due to pending disputes, excessive or anticipated excessive Chargebacks or Refunds, or other suspicious activity associated with your use of Stripe Payments" https://stripe.com/us/terms#payout-schedule 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, 2015/09/23) */ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawOne of these constraints is that we can only support businesses that are primarily located in the countries where we are licensed to operateDuring a scheduled review of the complainant's account, it came to our attention that the majority of the complainant's activity was from Nicaragua--a country Stripe is not yet licensed to operate in--and so we were obliged to stop processing payments for their business Stripe notified the complainant of these restrictions on September 1st and allowed days for the complainant to switch to another processorDuring this time we received a number of emails from the complainant providing additional information about their business operationsWe reviewed all of the information provided and concluded that we would in fact be able to continue supporting their businessThis review was completed on September 22nd, the complainant's account was immediately re-enabled and the complainant was informed by email that they would be able to resume processing payments through Stripe Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept that the company re-enabled my account, as I understand they should have since I was not operating outside of their terms of agreementHowever, I do NOT accept that it took weeks and emails, and finally involving the Revdex.com in order to get a real person to provide a paragraph response and a basic amount of customer serviceI will no longer be requiring the services of Stripe, I think I'll quit while I'm ahead and find another card processing company that actually values their customers

Initial Business Response / [redacted] (1000, 5, 2015/11/25) */ 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 the 3rd of October 2015, Stripe reached out to the complainant to advise them of our decision and the closing of the account The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason" https://stripe.com/us/terms#termination While we will not be able to continue processing transactions on the account, this does not preclude the complainant from signing into Stripe and accessing any of the account's existing data Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will like my money now because I need my money and I dont care if you guys want to do business with me or not I just want my money I have another company that will love to take payments with me so just send my money Final Business Response / [redacted] (4000, 9, 2015/12/02) */ As mentioned, we have identified strong signals that the complainant was in violation of the Stripe's Terms of ServiceIn particular, we noticed many unauthorized chargesOn the 3rd of October 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 our ToSIn particular, the significant credit or fraud risk: https://stripe.com/us/terms#termination We will resolve the issue with these unauthorized charges independent of the complainant Final Consumer Response / [redacted] (4200, 11, 2015/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) JUST MY MONEY THAT IS ALL I AM ASKING THANK YOU

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 meSincerely

Initial Business Response / [redacted] (1000, 5, 2015/11/10) */ Stripe processes card payments online for thousands of merchantsThe complainant signed up for a service with a merchant who processes payments on StripeSometimes, "Stripe" will appear on customers' credit card statements briefly, and then be replaced by the name of the merchant the customer made the purchase fromStripe has been working with card networks to resolve this issue, so that the appropriate merchant's information appears at the time of the chargeThe complainant does not have a Stripe account and has not used Stripe's services directly On November 9th, the complainant wrote to Stripe's support team to provide information about charges on an American Express cardWe were able to find the name of the merchant who was charging the complainant's cardWe responded later that day informing the complainant that the charges were from a service called RankTrackerWe also included RankTracker's contact email so the complainant could contact them directlyStripe sent two response emails to the complainant, both of which are included here, and neither of which include profanity: "Hi ***, Thanks for writing in! I'm sorry to hear that you're seeing an unrecognized charge showing up on your cardIt seems you recently made a purchase on a website that uses Stripe to process their paymentsStripe processes payments for thousands of websites and businesses Sometimes "Stripe" (or a variation thereof) will appear on credit card statements instead of the name of the website or business that you made the purchase onThis is especially a problem with American Express and is something we're working on fixing The actual business's name should appear on your statement within a few days If you'd rather not wait, and you don't recognize the amount, I could research who the business was and let you knowAt very least, this will help stop these charges at their source, since it sounds like it's a recurring problem To do that, I'd need a bit more information: - The exact amount and date of the charge - Last four digits of the credit card number (not the whole number) - Card's expiration month and year I hope to hear back from you." "Hey there, Thanks for reaching out regarding these chargesI've done a bit of digging, and it appears that all of these charges have come from a service called RankTracker You can find their website here: www.ranktracker.com As well as email them at [redacted] @ranktracker.com for billing reasons I hope that helps! Let me know if you need any more info! " Our users are responsible for customer service for their business, so we direct customers who contact Stripe to them for inquiries about refundsOutside of certain cases where there was fraudulent activity on a card, we do not issue refunds on behalf of our users We apologize for the confusion caused by Stripe's information showing up on the complainant's card statementLooking at the three charges mentioned, it looks like two are currently being disputed by the complainant (charges from September 3rd and November 3rd), and the one from October 3rd was refunded by RankTrackerWe recommend that the complainant continue dealing with American Express to resolve this issue Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)