Stripe works under a variety of obligations imposed by banks, credit card networks, and applicable lawsTherefore, Stripe must fully verify and vet its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms Stripe identified signs that the complainant's account was in violation of the Stripe Terms of Service during a routine account reviewNamely, Stripe cannot process payments that appear to be unauthorized by the owner of the charged card, which our review brought to our attention.The closing of this account is in line with the following section of the Stripe Terms of Service: 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#terminationWe will not be able to continue processing transactions on the account, however this does not prevent the complainant from signing into Stripe and accessing any existing dataThat being said, because it appears the orders were made without authorization from the cardholder, we will not be able to release the contested funds to the complainant
Initial Business Response / [redacted] (1000, 5, 2015/06/12) */ On May 29th, we reached out to the complainant requesting information to complete their identity verificationStripe must verify all of our user's identities to stay in compliance with KYC, or Know Your Customer, regulationsThe URL complainant originally provided for their website was incorrect, and we needed the additional info to finish the verification processWe allow our users to start processing before verification is complete, but will ask for more data or clarification in some casesIf the user doesn't respond within a few days of our message, we will disable their transfers until they are able to send over the requested information This was the case with the complainantThey got in touch with us on May 30th to say that they saw a notification in their dashboard related to the email we sent on the 29th, but could not find the email itselfAfter some back and forth, we were able to ask for an updated URL on June 2, and the complainant responded promptly with the right infoUnfortunately, we weren't able to complete verification and re-enable transfers until June 4th, after this complaint was filedAs of this writing, transfers are being sent regularly, and the complainant's flow of funds is working normally to the best of our knowledge We would like to sincerely apologize for the delay in releasing the complainant's transfersThe verification process is vital to our business, but in this case the time it took adversely effect our user's businessIf the user has any issues or questions we can help with as they continue to process with Stripe, we will do everything possible to respond quickly
First off, Stripe would like to apologize that the complainant's support experience has been less than phenomenalWe strive to answer our user's questions and concerns in an efficient and effective manner, but it appears as though we have clearly dropped the ball hereWe understand that having access to phone support is very important to our users and this is something that we are actively working onIn the meantime, our users are more than welcome to reach out to us via email at [email protected] With that being said, the complainant's claim that we have taken multiple days to respond to their emails is simply not trueOn June 29, 2016, the complainant wrote in stating that they were having difficulty linking their bank account to receive fundsA Stripe Supporter responded within hours to help with this issueWhen the complainant wrote back in on [redacted] ***, a Supporter followed up with the complainant within hours with additional information On [redacted] ***, Stripe proactively reached out to the complainant to assist them with their banking information so that these funds could be transferred outIn this message, information was included about what could be going wrong on the accountA Stripe Supporter then responded to the complainant within hours with more information about how to get the complainant's funds into their bank accountThe complainant wrote in once more hours laterDespite this now being a holiday weekend, they received a response within hoursDuring this last interaction, the complainant was asked to provide Stripe with a void check so that we could ensure that the correct banking information was on file and correct any discrepancies so money could be transferred to the complainant as soon as possibleThe complainant did not respond We welcome the complainant to reach out to us at [email protected] with a void check so that we can ensure that we have the correct bank account information on file and transfer these funds to the complainantAt this point, we are unable to transfer funds to the complainant because every attempt to do so has resulted in a 'No account found' message from the complainant's bank, meaning the information was not entered correctly
Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ Stripe does have the CVC and Zip failure checks on our end, and as mentioned, these checks not enabled by default because we wanted to allow business's to choose to utilize these additional checks if they wanted toOur data show that for many businesses, having these checks would be detrimental to their business, as it's fairly common for cardholders to enter an incorrect billing ZIP As for Stripe authorizing the card, we actually did not authorize it at all -- the bank didAll one technically needs to run a charge past the bank is the card number and it's expiration dateWhile the other information like the cardholders name and the CVC and Zip code can be used to further legitimize and verify the card, it is not a requirement for the chargeAs such, banks will have their own fraud checks that analyze charges in different waysI can't speak for this particular bank itself, but in most cases it is usually a point-based weighted system, and having incorrect information isn't necessarily a reason to decline the charge by itself, as long as other factors of the charge don't reach a certain thresholdSome banks don't even check the CVC and Zip code for a matching status Also, while we highly encourage merchants to vigilantly review their orders, we cannot be held responsible for losses incurred in cases where a routine order review would have successfully prevented lossWe outline many merchant best practices on our Support center, though we are not able to ensure that all users be diligent in following them: https://support.stripe.com/questions/avoiding-fraud-and-disputes Having said that, the decision on the dispute cannot be reversedThere is no appeal or arbitration process once a dispute has been closed, and the card-issuing bank decided based on the evidence that the card holder wasn't responsible for the purchaseBecause the business was not able to win the dispute, the user are liable for the funds involvedThis is apart of our Terms of Service here: https://stripe.com/terms#chargebacks Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, I appreciate that Stripe actually addressed the issue and didn't just give a canned copy/paste reply like I've seen with most of their Revdex.com responsesI will also say that their Customer Support people have all been polite throughoutHowever, that's all that I can say positive about this incident I am glad to hear that Stripe has actual data to support their decision to disable basic fraud protectionI would be interested to know the number of merchants sampled, the factors they measured, what the results showed, etc., because their conclusion contradicts every other merchant service provider I've contacted since this happenedI think all the other merchants who have been harmed by their decision would also like to see this "data" because it seems counter-intuitiveI can't imagine any small business that would rather risk losing hundreds of dollars to fraud instead of simply having a customer resubmit their charge because they made an errorThat is just ridiculous I accept that the cardholder was not at fault - it has already been determined that their card number was stolen and used illegallyAnd I agree with Stripe that the bank was initially at fault: Whatever "system" the bank used to verify this charge is laughable - the person's NAME did not even match the cardholder, not to mention the failed address and CVC! It was actually my initial position that the bank was at fault and I asked Stripe to bring them into the discussionHowever, Stripe vehemently protected the bank from any involvement, so the responsibility must now rest fully with them Stripe keeps saying that "a routine order review" by the merchant would have prevented the loss, but they still can't give a single example of anything that would have flagged this transactionThere was NOTHING out of the ordinary about it, nothing that violated their "merchant best practices," so their suggestion is irrelevant and totally useless in this case Stripe knows that disabling the security checks was a bad decision, as they have now finally changed that default settingI'm sure this was in response to the many merchants that filed complaints on Revdex.com.org (not to mention many more that probably didn't bother to file a complaint)This chargeback was due to Stripe's negligence in a) disabling a primary fraud-prevention tool, and b) not informing new customers of the risk associated with thatWhen you see a doctor you have an expectation that he washes his hands between patients to prevent infectionWhen you have your brakes serviced you have an expectation that the parts are installed correctly to avoid an accidentAnd when you sign up with a merchant service provider you have an expectation that they will use the industry-standard tools available to prevent fraudThe other providers do; Stripe did notI therefore hold them responsible for this loss and I want the disputed funds returned to my account Final Business Response / [redacted] (4000, 9, 2015/09/11) */ In response to feedback like the complainant's, Stripe now enables the CVC check failure auto-decline feature by default for all new Stripe accounts - users will now need to opt-out rather than opt-inHowever, Zip check auto-declines are not enabled by default because we want users like the complainant to be able to accept payments from around the worldZip checks are not available worldwideIf this auto-decline for Zip checks was the default setting, then many payments from around the world would be declined The complainant mentioned that Stripe was protecting the issuing bank which decided upon this disputeIt is not Stripe's policy to disclose the location and identity of the issuing banks involved in disputesHowever, we are happy to assist with any legal investigations the complainant has requested in order to help resolve this matter, including legal requests for information in subpoena format Finally, the complainant mentioned that they abided by the best practices for fraud prevention and still were hit by fraudAlthough the fraud in this case was difficult to detect, this could have been avoided if the complainant had enabled CVC or Zip auto-declines from the outsetThe need for this is highlighted in the best practices documentation and on our Support site: > https://support.stripe.com/questions/cvc-or-avs-failed-but-payment-succeeded > https://support.stripe.com/questions/avoiding-fraud-and-disputes Final Consumer Response / [redacted] (4200, 17, 2015/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) In short, I do not accept Stripe's resolution to my complaintThey finally admitted their decision to disable CVC security checks was a poor choice and have now corrected thisThat resolves the issue for all their new customers, but it does not repair the damage done to their existing customersTheir poor judgement caused financial harm to many merchants and they need to take responsibility for their actionsRevdex.com suggests that complainants offer a "middle ground" to help reach a resolutionToward that end, I would accept a repayment of half the amount I lost in this transaction, or $I recognize that there is not much more Revdex.com can do if Stripe refuses to accept that, but there are more actions I can take and I will continue to pursue this
Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ Disputes can be a frustrating part of accepting credit card payments, and Stripe does everything possible to make sure our users have an advantage during the disputes processThat said, Stripe does not have the ability to resolve disputes for our users, or make decisions about who wins or losesStripe provides tools to our users for submitting evidence to their customers' card-issuer, but that the issuer is the entity who arbitrates the process, not Stripe The complainant ultimately bears the responsibility for preventing fraud and disputes on their accountThis procedure is in accordance with the following sections of our Terms of Service, which can also be found at https [redacted] and more specifically [redacted] "You are responsible for refunds, returns, and liable for customer disputes (chargebacks)." Additional relevant terms agreed to by the complainant: https [redacted] #payment-methods https [redacted] #chargebacks Section Cof Stripes Terms of Service states: "When a Chargeback is issued, you are immediately liable to Stripe for the full amount of the transaction related to the Chargeback plus any associated Fees, fines, expenses or penalties (including those assessed by the Card Networks or our payment processors)You agree that Stripe may recover these amounts by debiting your Bank Account, debiting the Reserve Account, or setting off any amounts owed to you by usIf we are unable to recover funds related to a Chargeback for which you are liable, you will pay us the full amount of the Chargeback immediately upon demandWhere such amounts are not immediately paid to us, you agree to pay all costs and expenses, including without limitation attorneys' fees and other legal expenses, incurred by or on behalf of us in connection with the collection of any unpaid Chargebacks unpaid by you." We also pride ourselves on having as much documentation for our users as we possibly canOne area of focus is fraud and dispute prevention, and we clearly mention steps for our users to take in order to prevent this exact type of situation: https [redacted] While we understand the stress this situation has caused the complainant, our Terms of Service and documentation are very clear that the ultimate responsibility for preventing fraud falls on our users 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 [redacted] #payout-schedule Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) My plea was not answeredThis is the most generic message i've ever seenDid a real person read what I wrote and write that response? The problem is that I refuse to wait for the day reserve period on my [redacted] Direct accountThe orders amounting to about (not including an order that was refunded) are owed to me and not fraudulent - I know this because I manually input of the orders, and the other I spoke [redacted] ly with the card payer over the phone so that I know for a fact they are not fraud and there have been no disputes associated with **- [redacted] Please deposit my money that I know for a fact is non-fraudulentJust because companies like [redacted] and [redacted] Boards owe your company over 100,000$ - my company is a startup and don't owe anything or have any issues - you are simply holding onto over 700$ which isnt much but we need, and we need it before days I will continue to refuse any response that does not make an acception - I know for a Fact that the orders on **- [redacted] are good orders Final Consumer Response / [redacted] (3000, 29, 2016/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have a seperate account that I mentioned called **- [redacted] with the email [redacted] @gmail.com and that account still has around 1000$ that are to be transferred to me by 3/I'm just not going to be satisfied until my money is returned to me (after months.) Maybe if you had (ANY) fraud implementation none of this would even happen Final Business Response / [redacted] (4000, 31, 2016/01/29) */ On December 16th, 2015, we reached out to the complainant's [redacted] @gmail.com account saying that we are unable to process payments associated with a business we've had to move off of Stripe previously In accordance with our terms of service, we will be keeping a reserve of funds to cover any potential disputes that may arise: "A certain amount of your funds may be subject to an additional hold period (e.gReserve Account) with terms determined by your perceived risk and transaction history." The reserve period will end on March 15, If no refunds or disputes arise in that time period, the complainant can expect those funds to be transferred to their bank account We would be happy to answer any further questions the complainant may have and can be reached by email here: [redacted] com
Complaint: [redacted] I am rejecting this response because: all my transactions were authorized and all transactions used zip codes and acc, every transaction I have processed I have the owner of the transactions willing to testify on my behalfStripe still has not processed the $That is in disputeThey need to either process it or give my clients a FULL refund, this is not stripes money.Sincerely,Brandon [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ As of August 4th, 2015, the complainant has not reached out to Stripe for help or information on this issueAfter investigating the complainant's claims, I was unable to find any charge associated with the information provided in this Revdex.com complaintAny disputed payments for user's accepting payments with Stripe are visible in their Stripe Dashboard, and I was still unable to locate the charge mentioned by the complainant after searching through thingCharger's disputed payments It appears this case was ultimately directed towards thingCharger and the complainant claims they have reached out to them to cancel their orderAdditionally, the complainant claims they reached out to their bank to file a dispute for this case, which was the correct decision on their part To help clarify this process a bit, we don't make the determination of who gets to keep the funds in a chargeback disputeThe customer's bank doesthey consider evidence and decide to settle a dispute either in the merchant's favor or in the customer's favorIn this case, I could find no evidence that thingCharger had received a dispute from the complainant We would be happy to further assist the complainant if they reach out to us directly at [redacted] @stripe.com
Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/us/legalDuring a routine review, Stripe determined that the complainant's business was at a high risk for disputes as well as selling prohibited itemsOn [redacted] 6, ***, we contacted the complainant, informing them that we would no longer be able to support their business as they were selling prohibited items:https://stripe.com/us/prohibited-businesses#ip-infringement-regulated-or-i...⇄ closing of this account was 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, ifyou use the Services in a prohibited manner or otherwise do not comply with any of the provisions of this Agreement"https://stripe.com/us/legal#terminationIn 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 [redacted] 8, ***This is in accordance to our terms "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/legalWhile 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
Stripe has been corresponding with the complainant via email regarding these pointsThe complainant has been given the following answers several times.We outline our user's privacy in our privacy policy: https://stripe.com/es/privacyWe urge the complainant to look through this document to see how their privacy is protectedStripe has also shared with the complainant via email where they are able to find their invoicesIf they log into their dashboard via the following link, they will be able to see the fees that Stripe has taken for our service: https://dashboard.stripe.com/account/documents Stripe strongly encourages the complainant to read through the resources that have been provided to them to answer these questionsIf the complainant has additional questions, they are welcome to follow up with us via email at [email protected]
Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ On April July 19th, we reached out to the complainant requesting information to complete their identity verification, which included verifying a valid URL for the complainant Stripe must verify all of our user's identities to stay in compliance with KYC, or Know Your Customer, regulationsThe URL that the complainant originally provided was incorrect, and we needed the additional info to finish the verification processWe allow our users to start processing before verification is complete, but will ask for more data or clarification in some cases -- having a verifiable online presence is a necessary step in Stripe's identity verification procedureIf the user doesn't respond within a few days of our message, we will disable their transfers until they are able to send over the requested information This was the case with the complainantThe complainant responded regarding our July 19th message on July 21st, this time with a working URLWe then sent an e-mail to the complainant on July 27th, informing them that their account had been verified and transfers had been enabled We would like to sincerely apologize for the delay in releasing the complainant's transfersThe verification process is vital to our business, but in this case the time it took adversely effect our user's businessIf the user has any issues or questions we can help with as they continue to process with Stripe, we will do everything possible to respond efficiently Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) All the Stripe's delay just finished when we filed the complaint at Revdex.com We have received our money, and we are happy with that, and very thankful to Revdex.com, but it is very disappointing to know that Stripe is fast to allow users to start processing and very slow to transfers the funds once the receive them when we signed in they responded emails within minutes, and when trying to get our money transferred to our bank accounts they took almost a week to do it, avoiding to respond any of our numerous emails
Below is Stripe's Response to the complaint submitted by [redacted] (herein referred to as the "Complainant") on June 7, ***. Stripe Overview As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device,... to quickly and simply accept credit card payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account information. This information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submission. Merchants have control over what information is provided to Stripe – for credit card charges, this must minimally contain the card number and expiration date. Most merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required to. It 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 interface. Merchants consent to Stripe’s Services Agreement when establishing their account. A current version of the Stripe Services Agreement is available at https://stripe.com/us/legal. [1] https://stripe.com/us/payments Merchant Account Overview The Complainant submitted an account with Stripe on February 26, [redacted] under the name [redacted] . Stripe processed payments for the account owner until March 4, ***. 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. On March 4, ***, Stripe contacted the Complainant, informing them that their dispute rate was over industry standard, at 66.67%; 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 Services. Failure 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-methods As these chargebacks accumulated, pursuant to the Complaint's agreement with Stripe and as described in further detail below, Stripe debited these funds from the Complainant. Specifically, as further described below, we debited the amount that was charged back and a fee of $ [redacted] for each chargeback that we processed. Reserve Terms 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 90 days. Funds will be transferred to the complainant's bank account on May 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 normal. For 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-reserves Due to a bug, the funds were not immediately released at the end of the reserve. These funds have now been transferred to the Complainant's account. 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, 2015/08/20) */ 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 On August 12, 2015, Stripe reached out to the complainant requesting information to complete their business verificationThe website that the complainant originally provided for their website was insufficient to establish verification , and we needed additional information to complete the processWe allow users to start processing before verification is complete, but will ask for more data or clarification in some casesWhile this is ongoing, Stripe will disable transfers until the verification process has been completed In this case, the complainant also realized that their website was insufficient, and reached back out to Stripe to say as much, as well as provide a phone number and explanation of the nature of his businessOn August 17, Stripe support responded to let the complainant know that we would require an invoice or other written record of the transactions processed through Stripe in order to continue transferring fundsComplainant responded to let us know that his business does not use invoices Since Stripe processes online payments, we do require that businesses using Stripe have an online presence that gives clear information on their products and services, pricing, return and refund policies, and contact informationSpecifically, our Terms of Service state: " We 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 licenseWe may ask you for financial statementsWe may request for your permission to do a physical inspection at your place of business and to examine books and records that pertain to your compliance with this AgreementYour failure to comply with any of these requests within five (5) days may result in suspension or termination of your Stripe Account." (Via https://stripe.com/us/terms#verification-and-underwriting) We are generally flexible about how this requirement is fulfilled, as long as the site has a description of the product or service providedFor instance, a well filled out LinkedIn or Facebook business page can often sufficeIf this isn't possible, we do request copies of invoices for payments processedThis is a standard procedure throughout the payments industryUnfortunately, without either invoices or a clearly identifiable online presence, we will not be able to further support this user on Stripe Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue is not the required verification we need to provide to StripeThe issue is that it take days, sometimes longer, to get a response back from themThey have horrible customer service and their phone number on Revdex.com is inactiveThey only respond via email and refuse to give us a call so we can take care of this as soon as possibleEvery time we receive information from stripe requiring us to add additional information we immediately take care of it and respond back within the dayWe have used them without issue for many weeks and at the moment they are withholding over seventeen thousand dollarsWe have employees and over head to pay with these fundsThese funds are owed to us and at the moment we are fulfilling our customers without anything going into our bank account This needs to be resolved today Final Business Response / [redacted] (4000, 12, 2015/10/09) */ There appears to have been some short lapse in communication between August 14th and August 17th where the complainant claims to not have received some responses sent from [redacted] @stripe.comThere was also a slight delay between August 17th and August 23rd, while we explored the details of the complainant's businessAfter this, the complainant was able to discuss the issue with a member of the Stripe team, verify the information we needed, and we were able to resume transfers as a result We don't offer phone support at this time, but we're happy to answer questions and chat with our users via emailTo get the fastest answers, they can just reply by email; there are multiple people watching this inbox, and we work very hard to provide fast and personal responsesYou can also find answers to common questions on our site at https://support.stripe.com/ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawIn this case, after reviewing the complainant's information and website, we believe the business presents a level of risk for customer disputes that we will be unable to supportSpecifically, the chargeback rate of 14.0% is much higher than the industry threshold of 1%We contacted the complainant about this on October 9th We understand that there may be some work involved with moving the business away from Stripe, and we're happy to help out with this process by giving you days to switch to a new providerAfter that, you won't be able to accept additional charges on your account, but we will continue making transfers to your bank account until you receive all of your funds Because the 1% chargeback rate threshold is determined by the credit card networks, I'm afraid that our hands are tied in this situation, and we will be unable to reopen your accountI'm sorry we won't be able to help with the business, and we wish the complainant the best of luck during the switch to a different payment provider
Complaint: [redacted] I am rejecting this response because: I had to remedy thisI cannot give you credit for a resolutionI'm still waiting to recoup of the payments in cash since the refunds were successfulI will recoup the other in cash as wellYour allegations of my website lack proper factsI iniated my site initially via go daddyWhen my site transitioned over it auto publishedI had to personalize the template and begin to ad productsAdding products will be an on going thingAt the end of the day I will opt to use PayPal on my site and not your serviceSincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/15) */ Stripe is obligated by our financial partners to confirm that we've verified what our users' businesses actually are, and that they're not, for example, engaging in a business that is either illegal or prohibited by our (or our bank's) terms of service A resolvable URL for a working website is an easy, direct way to get at this information, since it's where most web businesses show consumers what it is that they actually do and sell, but we can verify this by other means On November 27th we reached out to the complainant via email with the following request for information "We're writing to request some additional information that we couldn't verify using your website urlIn order to continue transferring funds to you on time, we need to be able to verify: - what you're selling, and - how your customers might get in touch with you in case of issues (having contact information is also a great way for you to avoid possible disputes) Would you mind sending over a working URL that includes this information? Alternatively, we'd be happy to take a look at your business' social media profile (e.g., an established LinkedIn or Facebook business page that includes a description of the products or services you use Stripe for and your contact information)If you don't have an active online profile for your business, an itemized invoice for a recent payment on your Stripe account could also work If your website is simply under construction (we understand that these things can take time), do you know when you're planning to make it available? As soon as we can verify these details, your account will be all set to again automatically transfer funds to your bank account." We received no specific reply from the complainant providing the above requested informationThe complainant has subsequently written into Stripe support requesting the transfer of the fundsStripe has re-iterated the request for further information in replies to multiple email from the complainantDates further requests sent in reply to complainants emails include November 27th & 30th, Twice on December 3rd and on December the 14thTo date the requested information has not be sent to Stripe for review As part of our Terms of Service the complainant is required as part of their registration, to provide the URL for their business and the name under which they do business https://stripe.com/us/terms#company-descriptions-and-url If the complainant wishes forward to Stripe the information that we have previously request they can do so by sending that information via email to [redacted] @stripe.com to we can resolve this issue Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello I have not received any email from Stripe as mentioned above I got an email from Stripe this weekend telling me that their emails were not getting delivered to me (as they found out in their email server logs) I have replied back to Stripe's email as follow ================================================================================...⇄ Hello [redacted] , Thanks for your emailIndeed it has been very limiting for us to do businessI hope the information below will help you clear the hold on my account - what you're selling : We sell software license and server maintenance services to financial servicesPlease see our website at www.turnkeyfx.com ( this is the domain that we are using to sell our services)Our products are listed on the home page of our site - how your customers might get in touch with you in case of issues : Our customers can get in touch with us via email : webpayments (at) finprotrading.com or contactus (at) turnkeyfx.com Phone : + [redacted] (our offshore client service center) Live Chat : We provide active live chat for hours every weekday (except national holidays) Our website has a contact us page as follow : http://turnkeyfx.com/contactus/ In addition our other client terms and conditions can be found as follow privacy and Payment policy page : http://turnkeyfx.com/policy/ Payments Page : http://turnkeyfx.com/pay/ Disclaimer Page : http://turnkeyfx.com/disclaimer Hope this information is helpful Thanks and I look forward to a speedy resolution to my account Regards - [redacted] ================================================================================...⇄ I'm awaiting to get a final response to my email to StripeI still have my funds held up with them and I look forward to getting the funds released once this information is processed by them This time I have email them from two seperate email ID's with a hope that they will get my email and will reply back the emails Many Thanks Revdex.com for your help Final Business Response / [redacted] (4000, 9, 2015/12/25) */ We received the information provided by the complainant and have since enabled their transfersWe are available to answer any further questions at [redacted] @stripe.com Final Consumer Response / [redacted] (2000, 11, 2015/12/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/07/14) */ Disputes can be a frustrating part of accepting credit card payments, and Stripe does everything possible to make sure our users have an advantage during the disputes processThat said, Stripe does not have the ability to resolve disputes for our users, or make decisions about who wins or losesStripe provides tools to our users for submitting evidence to their customers' card-issuer, but that issuer is the entity who arbitrates the process, not Stripe The complainant wrote to Stripe on July 3rd, 2015: "Very bad serviceHorrible help in chargeback disputesdisgusting customer serviceI cannot believe Stripe is used at allI wish I didn't have to use thisYou need a contact number for people to call when they need helpemails are never responded." We responded to the complainant on July 3rd, 2015, asking them if there was anything specific that we could help them withAs of July 14th, 2015, Stripe has yet to receive a response from the complainant As a matter of further clarification, Stripe does not authorize charges for our usersMuch like the disputes process, we pass [redacted] relevant information (including any CVC, street check, and ZIP checks the user mentions in his complaint) to the card-issuing bank, who then authorize or decline the charge While it appears that the complainant took reasonable steps to resolve the disputes in their favor, Stripe is not in a position to cover the cost of disputed funds for our usersOur terms explicitly state that users are "immediately liable to Stripe for the full amount of payment of the Chargeback plus any associated Fees, fines, expenses or penalties." Our terms further state that "Stripe may provide you with assistance including notifications and software to help you contest your ChargebacksWe do not assume any liability for our role or assistance in contesting Chargebacks." Our users accept these terms when they create their Stripe accountsMore information can be found in our terms of service, here: https://stripe.com/us/terms#chargebacks Disputes are a reality of accepting credit card payments, especially onlineIn this case, there are no extenuating circumstances that warrant Stripe assuming liability for the disputed funds, though of course we will continue to support her as much as possible through any further disputes or chargebacks she receives Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still do not see how this is fairOf course you would say that you take no responsibilitiesOf course it would say that we accepted terms when we create out stripe accountThe problem is, I never wanted to have a stripe accountI was forced to open one in order to get my money from orders I get on storenvyA very unfair payment method that was spawn onto thousands of storenvy users who did not sign up for this when they started their account on storenvyI was happy with just paypal but when they added stripe as their main payment method, we had to agree to it or else we won't get as many sales or our account will be frozen if we decline stripe salesIt was like an obligationI know how this ends and honestly, this is just awful serviceObviously stripe wins, they already got their moneyIt does not help my business at all when I feel like I need helpSuper unreliable AND I never got a response from stripe although you claim to have messaged backI emailed quite a few times earlier this month and late last monthNO RESPONSE until I report hereSuper shady businessI will spread my word to others about stripe about their lack of communication and shady business ethicsThanks anywaysStripe does nothing to support my business when there are problems and from what I've read, for others as well
Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms Since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn May 26th, 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
Complaint: [redacted] I am rejecting this response because:I am confused as to how it could change, I had laid everything out for stripe before processing with themNothing had changed since the initial look into the businessHow can a company knowingly put people's lively-hood and companies in jeopardyI will be contacting the FTC for the blatant abuse that Stripe has commitedSincerely, [redacted]
As previously mentioned, we have identified that the complainant's Stripe account was in violation of the Stripe's Terms of Service as the charges processed showed strong signals that they were unauthorizedThe closing of this account is in accordance with our Terms of ServiceIn particular, the significant credit or fraud risk: https://stripe.com/us/terms#termination Since Stripe cannot process payments that appear to be unauthorized by the legitimate cardholders, we would not be able to transfer any remaining funds to the complainant's bank accountThe complainant can log in and refund these funds, then reprocess them through another processor if they wishThe complainant is welcome to reach out to Stripe at [email protected] if they would like to email with any additional questions they have
Initial Business Response / [redacted] (1000, 5, 2014/11/17) */ The complainant opened a Stripe account on October 24, 2014 and, like all Stripe users, immediately was able to accept payments. On October 29, 2014, a Stripe representative reached out to the complainant requesting that the... complainant confirm additional information about the complainant's business, which the complainant later provided to Stripe after further correspondence with Stripe support. Unfortunately, on November 3, 2014, upon further review of the complainant's Stripe account, it became evident that the complainant's business posed a level of risk for customer disputes that Stripe is not able to support. Additionally, in this case, a Stripe representative was not able to confirm all of the personal and business information listed on the Stripe account. Due to these issues, a Stripe representative reached out to the complainant to explain that Stripe would be unable to continue accepting payments on the complainant's behalf. In this email sent on November 3, 2014, the Stripe representative explained to the complainant that the complainant's business posed this elevated level of risk. However, this email also explained that the complainant still would be receiving all of her funds, and the complainant would receive these funds as scheduled. Additionally, this email detailed any error messages that the complainant would receive if the complainant attempted to continue using Stripe after that point. In the Stripe Terms of Service, to which the complainant agreed upon opening a Stripe account on October 24, 2014, Stripe explains the situations in which a Stripe account may be closed: "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 A.15 above. We 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." This section of the Stripe Terms of Service can be found here: https://stripe.com/us/terms#termination. A few minutes after receiving this email, the complainant responded to the Stripe support representative in question saying that this situation was ridiculous and demanded to know why the complainant's account posed this elevated level of risk. Unfortunately, as the Stripe representative explained in the response, Stripe isn't able to go into detail about verification and evaluation procedures due to security concerns, but the Stripe representative repeatedly explained to the complainant the reason why Stripe would no longer be able to accept payments on the complainant's behalf, which was the elevated level of risk for customer disputes the complainant's business posed. After a few more similar exchanges, the Stripe representative offered to introduce the complainant to a supervisor to explain the situation in more detail, but the complainant refused to continue the conversation and mentioned that the complainant had filed a complaint with the BBB and considered the matter closed.
Initial Business Response / [redacted] (1000, 8, 2015/03/10) */ Hi [redacted] , We are very sorry that you and your customer experienced these delays with your refund This refund appears to have been affected by a bug in one of our banking partners' refund systems that caused a small handful of refunds to initially failI'm terribly sorry about this we work hard to ensure that issues like this never occur in the first placeIn this case, our efforts were unsuccessful Having said that, I can assure you that we have taken immediate action to remedy the underlying bug and ensure that it never happens againYour customer should have already received their refund We consider any problems that affect your customers to be the very worst kind of issueBy causing confusion for your customer here, we failed to deliver on our most important aimWe are performing a full internal analysis of our processes and systems here to make sure that issues like this do not happen again Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/03/19) */ Hi there, thanks so much for your help in this matterI would like to let you know that thankfully and unbelievably, the issue has been resolved
Stripe works under a variety of obligations imposed by banks, credit card networks, and applicable lawsTherefore, Stripe must fully verify and vet its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms Stripe identified signs that the complainant's account was in violation of the Stripe Terms of Service during a routine account reviewNamely, Stripe cannot process payments that appear to be unauthorized by the owner of the charged card, which our review brought to our attention.The closing of this account is in line with the following section of the Stripe Terms of Service: 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#terminationWe will not be able to continue processing transactions on the account, however this does not prevent the complainant from signing into Stripe and accessing any existing dataThat being said, because it appears the orders were made without authorization from the cardholder, we will not be able to release the contested funds to the complainant
Initial Business Response / [redacted] (1000, 5, 2015/06/12) */ On May 29th, we reached out to the complainant requesting information to complete their identity verificationStripe must verify all of our user's identities to stay in compliance with KYC, or Know Your Customer, regulationsThe URL complainant originally provided for their website was incorrect, and we needed the additional info to finish the verification processWe allow our users to start processing before verification is complete, but will ask for more data or clarification in some casesIf the user doesn't respond within a few days of our message, we will disable their transfers until they are able to send over the requested information This was the case with the complainantThey got in touch with us on May 30th to say that they saw a notification in their dashboard related to the email we sent on the 29th, but could not find the email itselfAfter some back and forth, we were able to ask for an updated URL on June 2, and the complainant responded promptly with the right infoUnfortunately, we weren't able to complete verification and re-enable transfers until June 4th, after this complaint was filedAs of this writing, transfers are being sent regularly, and the complainant's flow of funds is working normally to the best of our knowledge We would like to sincerely apologize for the delay in releasing the complainant's transfersThe verification process is vital to our business, but in this case the time it took adversely effect our user's businessIf the user has any issues or questions we can help with as they continue to process with Stripe, we will do everything possible to respond quickly
First off, Stripe would like to apologize that the complainant's support experience has been less than phenomenalWe strive to answer our user's questions and concerns in an efficient and effective manner, but it appears as though we have clearly dropped the ball hereWe understand that having access to phone support is very important to our users and this is something that we are actively working onIn the meantime, our users are more than welcome to reach out to us via email at [email protected] With that being said, the complainant's claim that we have taken multiple days to respond to their emails is simply not trueOn June 29, 2016, the complainant wrote in stating that they were having difficulty linking their bank account to receive fundsA Stripe Supporter responded within hours to help with this issueWhen the complainant wrote back in on [redacted] ***, a Supporter followed up with the complainant within hours with additional information On [redacted] ***, Stripe proactively reached out to the complainant to assist them with their banking information so that these funds could be transferred outIn this message, information was included about what could be going wrong on the accountA Stripe Supporter then responded to the complainant within hours with more information about how to get the complainant's funds into their bank accountThe complainant wrote in once more hours laterDespite this now being a holiday weekend, they received a response within hoursDuring this last interaction, the complainant was asked to provide Stripe with a void check so that we could ensure that the correct banking information was on file and correct any discrepancies so money could be transferred to the complainant as soon as possibleThe complainant did not respond We welcome the complainant to reach out to us at [email protected] with a void check so that we can ensure that we have the correct bank account information on file and transfer these funds to the complainantAt this point, we are unable to transfer funds to the complainant because every attempt to do so has resulted in a 'No account found' message from the complainant's bank, meaning the information was not entered correctly
Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ Stripe does have the CVC and Zip failure checks on our end, and as mentioned, these checks not enabled by default because we wanted to allow business's to choose to utilize these additional checks if they wanted toOur data show that for many businesses, having these checks would be detrimental to their business, as it's fairly common for cardholders to enter an incorrect billing ZIP As for Stripe authorizing the card, we actually did not authorize it at all -- the bank didAll one technically needs to run a charge past the bank is the card number and it's expiration dateWhile the other information like the cardholders name and the CVC and Zip code can be used to further legitimize and verify the card, it is not a requirement for the chargeAs such, banks will have their own fraud checks that analyze charges in different waysI can't speak for this particular bank itself, but in most cases it is usually a point-based weighted system, and having incorrect information isn't necessarily a reason to decline the charge by itself, as long as other factors of the charge don't reach a certain thresholdSome banks don't even check the CVC and Zip code for a matching status Also, while we highly encourage merchants to vigilantly review their orders, we cannot be held responsible for losses incurred in cases where a routine order review would have successfully prevented lossWe outline many merchant best practices on our Support center, though we are not able to ensure that all users be diligent in following them: https://support.stripe.com/questions/avoiding-fraud-and-disputes Having said that, the decision on the dispute cannot be reversedThere is no appeal or arbitration process once a dispute has been closed, and the card-issuing bank decided based on the evidence that the card holder wasn't responsible for the purchaseBecause the business was not able to win the dispute, the user are liable for the funds involvedThis is apart of our Terms of Service here: https://stripe.com/terms#chargebacks Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, I appreciate that Stripe actually addressed the issue and didn't just give a canned copy/paste reply like I've seen with most of their Revdex.com responsesI will also say that their Customer Support people have all been polite throughoutHowever, that's all that I can say positive about this incident I am glad to hear that Stripe has actual data to support their decision to disable basic fraud protectionI would be interested to know the number of merchants sampled, the factors they measured, what the results showed, etc., because their conclusion contradicts every other merchant service provider I've contacted since this happenedI think all the other merchants who have been harmed by their decision would also like to see this "data" because it seems counter-intuitiveI can't imagine any small business that would rather risk losing hundreds of dollars to fraud instead of simply having a customer resubmit their charge because they made an errorThat is just ridiculous I accept that the cardholder was not at fault - it has already been determined that their card number was stolen and used illegallyAnd I agree with Stripe that the bank was initially at fault: Whatever "system" the bank used to verify this charge is laughable - the person's NAME did not even match the cardholder, not to mention the failed address and CVC! It was actually my initial position that the bank was at fault and I asked Stripe to bring them into the discussionHowever, Stripe vehemently protected the bank from any involvement, so the responsibility must now rest fully with them Stripe keeps saying that "a routine order review" by the merchant would have prevented the loss, but they still can't give a single example of anything that would have flagged this transactionThere was NOTHING out of the ordinary about it, nothing that violated their "merchant best practices," so their suggestion is irrelevant and totally useless in this case Stripe knows that disabling the security checks was a bad decision, as they have now finally changed that default settingI'm sure this was in response to the many merchants that filed complaints on Revdex.com.org (not to mention many more that probably didn't bother to file a complaint)This chargeback was due to Stripe's negligence in a) disabling a primary fraud-prevention tool, and b) not informing new customers of the risk associated with thatWhen you see a doctor you have an expectation that he washes his hands between patients to prevent infectionWhen you have your brakes serviced you have an expectation that the parts are installed correctly to avoid an accidentAnd when you sign up with a merchant service provider you have an expectation that they will use the industry-standard tools available to prevent fraudThe other providers do; Stripe did notI therefore hold them responsible for this loss and I want the disputed funds returned to my account Final Business Response / [redacted] (4000, 9, 2015/09/11) */ In response to feedback like the complainant's, Stripe now enables the CVC check failure auto-decline feature by default for all new Stripe accounts - users will now need to opt-out rather than opt-inHowever, Zip check auto-declines are not enabled by default because we want users like the complainant to be able to accept payments from around the worldZip checks are not available worldwideIf this auto-decline for Zip checks was the default setting, then many payments from around the world would be declined The complainant mentioned that Stripe was protecting the issuing bank which decided upon this disputeIt is not Stripe's policy to disclose the location and identity of the issuing banks involved in disputesHowever, we are happy to assist with any legal investigations the complainant has requested in order to help resolve this matter, including legal requests for information in subpoena format Finally, the complainant mentioned that they abided by the best practices for fraud prevention and still were hit by fraudAlthough the fraud in this case was difficult to detect, this could have been avoided if the complainant had enabled CVC or Zip auto-declines from the outsetThe need for this is highlighted in the best practices documentation and on our Support site: > https://support.stripe.com/questions/cvc-or-avs-failed-but-payment-succeeded > https://support.stripe.com/questions/avoiding-fraud-and-disputes Final Consumer Response / [redacted] (4200, 17, 2015/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) In short, I do not accept Stripe's resolution to my complaintThey finally admitted their decision to disable CVC security checks was a poor choice and have now corrected thisThat resolves the issue for all their new customers, but it does not repair the damage done to their existing customersTheir poor judgement caused financial harm to many merchants and they need to take responsibility for their actionsRevdex.com suggests that complainants offer a "middle ground" to help reach a resolutionToward that end, I would accept a repayment of half the amount I lost in this transaction, or $I recognize that there is not much more Revdex.com can do if Stripe refuses to accept that, but there are more actions I can take and I will continue to pursue this
Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ Disputes can be a frustrating part of accepting credit card payments, and Stripe does everything possible to make sure our users have an advantage during the disputes processThat said, Stripe does not have the ability to resolve disputes for our users, or make decisions about who wins or losesStripe provides tools to our users for submitting evidence to their customers' card-issuer, but that the issuer is the entity who arbitrates the process, not Stripe The complainant ultimately bears the responsibility for preventing fraud and disputes on their accountThis procedure is in accordance with the following sections of our Terms of Service, which can also be found at https [redacted] and more specifically [redacted] "You are responsible for refunds, returns, and liable for customer disputes (chargebacks)." Additional relevant terms agreed to by the complainant: https [redacted] #payment-methods https [redacted] #chargebacks Section Cof Stripes Terms of Service states: "When a Chargeback is issued, you are immediately liable to Stripe for the full amount of the transaction related to the Chargeback plus any associated Fees, fines, expenses or penalties (including those assessed by the Card Networks or our payment processors)You agree that Stripe may recover these amounts by debiting your Bank Account, debiting the Reserve Account, or setting off any amounts owed to you by usIf we are unable to recover funds related to a Chargeback for which you are liable, you will pay us the full amount of the Chargeback immediately upon demandWhere such amounts are not immediately paid to us, you agree to pay all costs and expenses, including without limitation attorneys' fees and other legal expenses, incurred by or on behalf of us in connection with the collection of any unpaid Chargebacks unpaid by you." We also pride ourselves on having as much documentation for our users as we possibly canOne area of focus is fraud and dispute prevention, and we clearly mention steps for our users to take in order to prevent this exact type of situation: https [redacted] While we understand the stress this situation has caused the complainant, our Terms of Service and documentation are very clear that the ultimate responsibility for preventing fraud falls on our users 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 [redacted] #payout-schedule Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) My plea was not answeredThis is the most generic message i've ever seenDid a real person read what I wrote and write that response? The problem is that I refuse to wait for the day reserve period on my [redacted] Direct accountThe orders amounting to about (not including an order that was refunded) are owed to me and not fraudulent - I know this because I manually input of the orders, and the other I spoke [redacted] ly with the card payer over the phone so that I know for a fact they are not fraud and there have been no disputes associated with **- [redacted] Please deposit my money that I know for a fact is non-fraudulentJust because companies like [redacted] and [redacted] Boards owe your company over 100,000$ - my company is a startup and don't owe anything or have any issues - you are simply holding onto over 700$ which isnt much but we need, and we need it before days I will continue to refuse any response that does not make an acception - I know for a Fact that the orders on **- [redacted] are good orders Final Consumer Response / [redacted] (3000, 29, 2016/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have a seperate account that I mentioned called **- [redacted] with the email [redacted] @gmail.com and that account still has around 1000$ that are to be transferred to me by 3/I'm just not going to be satisfied until my money is returned to me (after months.) Maybe if you had (ANY) fraud implementation none of this would even happen Final Business Response / [redacted] (4000, 31, 2016/01/29) */ On December 16th, 2015, we reached out to the complainant's [redacted] @gmail.com account saying that we are unable to process payments associated with a business we've had to move off of Stripe previously In accordance with our terms of service, we will be keeping a reserve of funds to cover any potential disputes that may arise: "A certain amount of your funds may be subject to an additional hold period (e.gReserve Account) with terms determined by your perceived risk and transaction history." The reserve period will end on March 15, If no refunds or disputes arise in that time period, the complainant can expect those funds to be transferred to their bank account We would be happy to answer any further questions the complainant may have and can be reached by email here: [redacted] com
Complaint: [redacted] I am rejecting this response because: all my transactions were authorized and all transactions used zip codes and acc, every transaction I have processed I have the owner of the transactions willing to testify on my behalfStripe still has not processed the $That is in disputeThey need to either process it or give my clients a FULL refund, this is not stripes money.Sincerely,Brandon [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ As of August 4th, 2015, the complainant has not reached out to Stripe for help or information on this issueAfter investigating the complainant's claims, I was unable to find any charge associated with the information provided in this Revdex.com complaintAny disputed payments for user's accepting payments with Stripe are visible in their Stripe Dashboard, and I was still unable to locate the charge mentioned by the complainant after searching through thingCharger's disputed payments It appears this case was ultimately directed towards thingCharger and the complainant claims they have reached out to them to cancel their orderAdditionally, the complainant claims they reached out to their bank to file a dispute for this case, which was the correct decision on their part To help clarify this process a bit, we don't make the determination of who gets to keep the funds in a chargeback disputeThe customer's bank doesthey consider evidence and decide to settle a dispute either in the merchant's favor or in the customer's favorIn this case, I could find no evidence that thingCharger had received a dispute from the complainant We would be happy to further assist the complainant if they reach out to us directly at [redacted] @stripe.com
Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/us/legalDuring a routine review, Stripe determined that the complainant's business was at a high risk for disputes as well as selling prohibited itemsOn [redacted] 6, ***, we contacted the complainant, informing them that we would no longer be able to support their business as they were selling prohibited items:https://stripe.com/us/prohibited-businesses#ip-infringement-regulated-or-i...⇄ closing of this account was 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, ifyou use the Services in a prohibited manner or otherwise do not comply with any of the provisions of this Agreement"https://stripe.com/us/legal#terminationIn 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 [redacted] 8, ***This is in accordance to our terms "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/legalWhile 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
Stripe has been corresponding with the complainant via email regarding these pointsThe complainant has been given the following answers several times.We outline our user's privacy in our privacy policy: https://stripe.com/es/privacyWe urge the complainant to look through this document to see how their privacy is protectedStripe has also shared with the complainant via email where they are able to find their invoicesIf they log into their dashboard via the following link, they will be able to see the fees that Stripe has taken for our service: https://dashboard.stripe.com/account/documents Stripe strongly encourages the complainant to read through the resources that have been provided to them to answer these questionsIf the complainant has additional questions, they are welcome to follow up with us via email at [email protected]
Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ On April July 19th, we reached out to the complainant requesting information to complete their identity verification, which included verifying a valid URL for the complainant Stripe must verify all of our user's identities to stay in compliance with KYC, or Know Your Customer, regulationsThe URL that the complainant originally provided was incorrect, and we needed the additional info to finish the verification processWe allow our users to start processing before verification is complete, but will ask for more data or clarification in some cases -- having a verifiable online presence is a necessary step in Stripe's identity verification procedureIf the user doesn't respond within a few days of our message, we will disable their transfers until they are able to send over the requested information This was the case with the complainantThe complainant responded regarding our July 19th message on July 21st, this time with a working URLWe then sent an e-mail to the complainant on July 27th, informing them that their account had been verified and transfers had been enabled We would like to sincerely apologize for the delay in releasing the complainant's transfersThe verification process is vital to our business, but in this case the time it took adversely effect our user's businessIf the user has any issues or questions we can help with as they continue to process with Stripe, we will do everything possible to respond efficiently Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) All the Stripe's delay just finished when we filed the complaint at Revdex.com We have received our money, and we are happy with that, and very thankful to Revdex.com, but it is very disappointing to know that Stripe is fast to allow users to start processing and very slow to transfers the funds once the receive them when we signed in they responded emails within minutes, and when trying to get our money transferred to our bank accounts they took almost a week to do it, avoiding to respond any of our numerous emails
Below is Stripe's Response to the complaint submitted by [redacted] (herein referred to as the "Complainant") on June 7, ***. Stripe Overview As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device,... to quickly and simply accept credit card payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account information. This information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submission. Merchants have control over what information is provided to Stripe – for credit card charges, this must minimally contain the card number and expiration date. Most merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required to. It 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 interface. Merchants consent to Stripe’s Services Agreement when establishing their account. A current version of the Stripe Services Agreement is available at https://stripe.com/us/legal. [1] https://stripe.com/us/payments Merchant Account Overview The Complainant submitted an account with Stripe on February 26, [redacted] under the name [redacted] . Stripe processed payments for the account owner until March 4, ***. 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. On March 4, ***, Stripe contacted the Complainant, informing them that their dispute rate was over industry standard, at 66.67%; 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 Services. Failure 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-methods As these chargebacks accumulated, pursuant to the Complaint's agreement with Stripe and as described in further detail below, Stripe debited these funds from the Complainant. Specifically, as further described below, we debited the amount that was charged back and a fee of $ [redacted] for each chargeback that we processed. Reserve Terms 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 90 days. Funds will be transferred to the complainant's bank account on May 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 normal. For 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-reserves Due to a bug, the funds were not immediately released at the end of the reserve. These funds have now been transferred to the Complainant's account. 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, 2015/08/20) */ 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 On August 12, 2015, Stripe reached out to the complainant requesting information to complete their business verificationThe website that the complainant originally provided for their website was insufficient to establish verification , and we needed additional information to complete the processWe allow users to start processing before verification is complete, but will ask for more data or clarification in some casesWhile this is ongoing, Stripe will disable transfers until the verification process has been completed In this case, the complainant also realized that their website was insufficient, and reached back out to Stripe to say as much, as well as provide a phone number and explanation of the nature of his businessOn August 17, Stripe support responded to let the complainant know that we would require an invoice or other written record of the transactions processed through Stripe in order to continue transferring fundsComplainant responded to let us know that his business does not use invoices Since Stripe processes online payments, we do require that businesses using Stripe have an online presence that gives clear information on their products and services, pricing, return and refund policies, and contact informationSpecifically, our Terms of Service state: " We 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 licenseWe may ask you for financial statementsWe may request for your permission to do a physical inspection at your place of business and to examine books and records that pertain to your compliance with this AgreementYour failure to comply with any of these requests within five (5) days may result in suspension or termination of your Stripe Account." (Via https://stripe.com/us/terms#verification-and-underwriting) We are generally flexible about how this requirement is fulfilled, as long as the site has a description of the product or service providedFor instance, a well filled out LinkedIn or Facebook business page can often sufficeIf this isn't possible, we do request copies of invoices for payments processedThis is a standard procedure throughout the payments industryUnfortunately, without either invoices or a clearly identifiable online presence, we will not be able to further support this user on Stripe Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue is not the required verification we need to provide to StripeThe issue is that it take days, sometimes longer, to get a response back from themThey have horrible customer service and their phone number on Revdex.com is inactiveThey only respond via email and refuse to give us a call so we can take care of this as soon as possibleEvery time we receive information from stripe requiring us to add additional information we immediately take care of it and respond back within the dayWe have used them without issue for many weeks and at the moment they are withholding over seventeen thousand dollarsWe have employees and over head to pay with these fundsThese funds are owed to us and at the moment we are fulfilling our customers without anything going into our bank account This needs to be resolved today Final Business Response / [redacted] (4000, 12, 2015/10/09) */ There appears to have been some short lapse in communication between August 14th and August 17th where the complainant claims to not have received some responses sent from [redacted] @stripe.comThere was also a slight delay between August 17th and August 23rd, while we explored the details of the complainant's businessAfter this, the complainant was able to discuss the issue with a member of the Stripe team, verify the information we needed, and we were able to resume transfers as a result We don't offer phone support at this time, but we're happy to answer questions and chat with our users via emailTo get the fastest answers, they can just reply by email; there are multiple people watching this inbox, and we work very hard to provide fast and personal responsesYou can also find answers to common questions on our site at https://support.stripe.com/ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawIn this case, after reviewing the complainant's information and website, we believe the business presents a level of risk for customer disputes that we will be unable to supportSpecifically, the chargeback rate of 14.0% is much higher than the industry threshold of 1%We contacted the complainant about this on October 9th We understand that there may be some work involved with moving the business away from Stripe, and we're happy to help out with this process by giving you days to switch to a new providerAfter that, you won't be able to accept additional charges on your account, but we will continue making transfers to your bank account until you receive all of your funds Because the 1% chargeback rate threshold is determined by the credit card networks, I'm afraid that our hands are tied in this situation, and we will be unable to reopen your accountI'm sorry we won't be able to help with the business, and we wish the complainant the best of luck during the switch to a different payment provider
Complaint: [redacted] I am rejecting this response because: I had to remedy thisI cannot give you credit for a resolutionI'm still waiting to recoup of the payments in cash since the refunds were successfulI will recoup the other in cash as wellYour allegations of my website lack proper factsI iniated my site initially via go daddyWhen my site transitioned over it auto publishedI had to personalize the template and begin to ad productsAdding products will be an on going thingAt the end of the day I will opt to use PayPal on my site and not your serviceSincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/15) */ Stripe is obligated by our financial partners to confirm that we've verified what our users' businesses actually are, and that they're not, for example, engaging in a business that is either illegal or prohibited by our (or our bank's) terms of service A resolvable URL for a working website is an easy, direct way to get at this information, since it's where most web businesses show consumers what it is that they actually do and sell, but we can verify this by other means On November 27th we reached out to the complainant via email with the following request for information "We're writing to request some additional information that we couldn't verify using your website urlIn order to continue transferring funds to you on time, we need to be able to verify: - what you're selling, and - how your customers might get in touch with you in case of issues (having contact information is also a great way for you to avoid possible disputes) Would you mind sending over a working URL that includes this information? Alternatively, we'd be happy to take a look at your business' social media profile (e.g., an established LinkedIn or Facebook business page that includes a description of the products or services you use Stripe for and your contact information)If you don't have an active online profile for your business, an itemized invoice for a recent payment on your Stripe account could also work If your website is simply under construction (we understand that these things can take time), do you know when you're planning to make it available? As soon as we can verify these details, your account will be all set to again automatically transfer funds to your bank account." We received no specific reply from the complainant providing the above requested informationThe complainant has subsequently written into Stripe support requesting the transfer of the fundsStripe has re-iterated the request for further information in replies to multiple email from the complainantDates further requests sent in reply to complainants emails include November 27th & 30th, Twice on December 3rd and on December the 14thTo date the requested information has not be sent to Stripe for review As part of our Terms of Service the complainant is required as part of their registration, to provide the URL for their business and the name under which they do business https://stripe.com/us/terms#company-descriptions-and-url If the complainant wishes forward to Stripe the information that we have previously request they can do so by sending that information via email to [redacted] @stripe.com to we can resolve this issue Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello I have not received any email from Stripe as mentioned above I got an email from Stripe this weekend telling me that their emails were not getting delivered to me (as they found out in their email server logs) I have replied back to Stripe's email as follow ================================================================================...⇄ Hello [redacted] , Thanks for your emailIndeed it has been very limiting for us to do businessI hope the information below will help you clear the hold on my account - what you're selling : We sell software license and server maintenance services to financial servicesPlease see our website at www.turnkeyfx.com ( this is the domain that we are using to sell our services)Our products are listed on the home page of our site - how your customers might get in touch with you in case of issues : Our customers can get in touch with us via email : webpayments (at) finprotrading.com or contactus (at) turnkeyfx.com Phone : + [redacted] (our offshore client service center) Live Chat : We provide active live chat for hours every weekday (except national holidays) Our website has a contact us page as follow : http://turnkeyfx.com/contactus/ In addition our other client terms and conditions can be found as follow privacy and Payment policy page : http://turnkeyfx.com/policy/ Payments Page : http://turnkeyfx.com/pay/ Disclaimer Page : http://turnkeyfx.com/disclaimer Hope this information is helpful Thanks and I look forward to a speedy resolution to my account Regards - [redacted] ================================================================================...⇄ I'm awaiting to get a final response to my email to StripeI still have my funds held up with them and I look forward to getting the funds released once this information is processed by them This time I have email them from two seperate email ID's with a hope that they will get my email and will reply back the emails Many Thanks Revdex.com for your help Final Business Response / [redacted] (4000, 9, 2015/12/25) */ We received the information provided by the complainant and have since enabled their transfersWe are available to answer any further questions at [redacted] @stripe.com Final Consumer Response / [redacted] (2000, 11, 2015/12/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/07/14) */ Disputes can be a frustrating part of accepting credit card payments, and Stripe does everything possible to make sure our users have an advantage during the disputes processThat said, Stripe does not have the ability to resolve disputes for our users, or make decisions about who wins or losesStripe provides tools to our users for submitting evidence to their customers' card-issuer, but that issuer is the entity who arbitrates the process, not Stripe The complainant wrote to Stripe on July 3rd, 2015: "Very bad serviceHorrible help in chargeback disputesdisgusting customer serviceI cannot believe Stripe is used at allI wish I didn't have to use thisYou need a contact number for people to call when they need helpemails are never responded." We responded to the complainant on July 3rd, 2015, asking them if there was anything specific that we could help them withAs of July 14th, 2015, Stripe has yet to receive a response from the complainant As a matter of further clarification, Stripe does not authorize charges for our usersMuch like the disputes process, we pass [redacted] relevant information (including any CVC, street check, and ZIP checks the user mentions in his complaint) to the card-issuing bank, who then authorize or decline the charge While it appears that the complainant took reasonable steps to resolve the disputes in their favor, Stripe is not in a position to cover the cost of disputed funds for our usersOur terms explicitly state that users are "immediately liable to Stripe for the full amount of payment of the Chargeback plus any associated Fees, fines, expenses or penalties." Our terms further state that "Stripe may provide you with assistance including notifications and software to help you contest your ChargebacksWe do not assume any liability for our role or assistance in contesting Chargebacks." Our users accept these terms when they create their Stripe accountsMore information can be found in our terms of service, here: https://stripe.com/us/terms#chargebacks Disputes are a reality of accepting credit card payments, especially onlineIn this case, there are no extenuating circumstances that warrant Stripe assuming liability for the disputed funds, though of course we will continue to support her as much as possible through any further disputes or chargebacks she receives Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still do not see how this is fairOf course you would say that you take no responsibilitiesOf course it would say that we accepted terms when we create out stripe accountThe problem is, I never wanted to have a stripe accountI was forced to open one in order to get my money from orders I get on storenvyA very unfair payment method that was spawn onto thousands of storenvy users who did not sign up for this when they started their account on storenvyI was happy with just paypal but when they added stripe as their main payment method, we had to agree to it or else we won't get as many sales or our account will be frozen if we decline stripe salesIt was like an obligationI know how this ends and honestly, this is just awful serviceObviously stripe wins, they already got their moneyIt does not help my business at all when I feel like I need helpSuper unreliable AND I never got a response from stripe although you claim to have messaged backI emailed quite a few times earlier this month and late last monthNO RESPONSE until I report hereSuper shady businessI will spread my word to others about stripe about their lack of communication and shady business ethicsThanks anywaysStripe does nothing to support my business when there are problems and from what I've read, for others as well
Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms Since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and servicesStripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn May 26th, 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
Complaint: [redacted] I am rejecting this response because:I am confused as to how it could change, I had laid everything out for stripe before processing with themNothing had changed since the initial look into the businessHow can a company knowingly put people's lively-hood and companies in jeopardyI will be contacting the FTC for the blatant abuse that Stripe has commitedSincerely, [redacted]
As previously mentioned, we have identified that the complainant's Stripe account was in violation of the Stripe's Terms of Service as the charges processed showed strong signals that they were unauthorizedThe closing of this account is in accordance with our Terms of ServiceIn particular, the significant credit or fraud risk: https://stripe.com/us/terms#termination Since Stripe cannot process payments that appear to be unauthorized by the legitimate cardholders, we would not be able to transfer any remaining funds to the complainant's bank accountThe complainant can log in and refund these funds, then reprocess them through another processor if they wishThe complainant is welcome to reach out to Stripe at [email protected] if they would like to email with any additional questions they have
Initial Business Response / [redacted] (1000, 5, 2014/11/17) */ The complainant opened a Stripe account on October 24, 2014 and, like all Stripe users, immediately was able to accept payments. On October 29, 2014, a Stripe representative reached out to the complainant requesting that the... complainant confirm additional information about the complainant's business, which the complainant later provided to Stripe after further correspondence with Stripe support. Unfortunately, on November 3, 2014, upon further review of the complainant's Stripe account, it became evident that the complainant's business posed a level of risk for customer disputes that Stripe is not able to support. Additionally, in this case, a Stripe representative was not able to confirm all of the personal and business information listed on the Stripe account. Due to these issues, a Stripe representative reached out to the complainant to explain that Stripe would be unable to continue accepting payments on the complainant's behalf. In this email sent on November 3, 2014, the Stripe representative explained to the complainant that the complainant's business posed this elevated level of risk. However, this email also explained that the complainant still would be receiving all of her funds, and the complainant would receive these funds as scheduled. Additionally, this email detailed any error messages that the complainant would receive if the complainant attempted to continue using Stripe after that point. In the Stripe Terms of Service, to which the complainant agreed upon opening a Stripe account on October 24, 2014, Stripe explains the situations in which a Stripe account may be closed: "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 A.15 above. We 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." This section of the Stripe Terms of Service can be found here: https://stripe.com/us/terms#termination. A few minutes after receiving this email, the complainant responded to the Stripe support representative in question saying that this situation was ridiculous and demanded to know why the complainant's account posed this elevated level of risk. Unfortunately, as the Stripe representative explained in the response, Stripe isn't able to go into detail about verification and evaluation procedures due to security concerns, but the Stripe representative repeatedly explained to the complainant the reason why Stripe would no longer be able to accept payments on the complainant's behalf, which was the elevated level of risk for customer disputes the complainant's business posed. After a few more similar exchanges, the Stripe representative offered to introduce the complainant to a supervisor to explain the situation in more detail, but the complainant refused to continue the conversation and mentioned that the complainant had filed a complaint with the BBB and considered the matter closed.
Initial Business Response / [redacted] (1000, 8, 2015/03/10) */ Hi [redacted] , We are very sorry that you and your customer experienced these delays with your refund This refund appears to have been affected by a bug in one of our banking partners' refund systems that caused a small handful of refunds to initially failI'm terribly sorry about this we work hard to ensure that issues like this never occur in the first placeIn this case, our efforts were unsuccessful Having said that, I can assure you that we have taken immediate action to remedy the underlying bug and ensure that it never happens againYour customer should have already received their refund We consider any problems that affect your customers to be the very worst kind of issueBy causing confusion for your customer here, we failed to deliver on our most important aimWe are performing a full internal analysis of our processes and systems here to make sure that issues like this do not happen again Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/03/19) */ Hi there, thanks so much for your help in this matterI would like to let you know that thankfully and unbelievably, the issue has been resolved