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Stripe banned us for payment disputes but we never had a single dispute

justuseapp.com

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Re: Stripe banned us for payment disputes but we never had a single dispute

#241

Post by e9 »

ddtaylor wrote: post #98
edwinwee wrote: post #95

Edwin from Stripe here. (OP, I've just sent you an email and we can talk more over there—I'm terribly sorry for the trouble.) I can't get into too many specifics about an individual business publicly, but unauthorized charges have high potential to be disputed in the near future—and while Stripe itself doesn't have a dispute threshold, the card networks require businesses to keep disputes low. Although that email in…

So, if I want to disrupt a competitor all I have to do is hire a bunch of darknet identify thieves and you'll shut down their merchant account?

I actually heard of a person who did something along these lines to the competition and Stripe shut the competitor down.

Re: Stripe banned us for payment disputes but we never had a single dispute

#242

Post by amirhirsch »

pc wrote: post #108

(Stripe cofounder.) Ugh, apologies. Something very clearly went wrong here and we’re already investigating. Zooming out, a few broader comments: * Unlike most services, Stripe can easily lose very large amounts of money on individual accounts, and thousands of people try to do so every day. We are de facto running a big bug bounty/incentive program for evading our fraudulent user detection systems. * Errors like thes…

Maybe Stripe should make and offer to acquire Justuseapp. It seems like a useful addition to help with subscription management.

Re: Stripe banned us for payment disputes but we never had a single dispute

#243

Post by addingnumbers »

pc wrote: post #108

(Stripe cofounder.) Ugh, apologies. Something very clearly went wrong here and we’re already investigating. Zooming out, a few broader comments: * Unlike most services, Stripe can easily lose very large amounts of money on individual accounts, and thousands of people try to do so every day. We are de facto running a big bug bounty/incentive program for evading our fraudulent user detection systems. * Errors like thes…

"We try to make it easy to get in touch with the humans at Stripe"

Do, or do not. There is no "try."

Re: Stripe banned us for payment disputes but we never had a single dispute

#244

Post by rubynerd »

fencepost wrote: post #234
rubynerd wrote: post #191

Earlier quoted context omitted.

I don't doubt that from your perspective as the founder of Stripe, that's the workflow you'd like to have for when things "go wrong", but from the perspective of someone currently interacting with Stripe support, I strongly doubt that simply raising a support ticket or reaching out on Twitter would result in any meaningful movement on a rejection like this. Regarding Stripe's support: I emailed last night to confirm…

The only "solution" (if any) I can see to counter the negative experience (& associated PR) would be involvement in the appeals process, where you are allowed to effectively "state your case" via video call or submission of evidence, but this draws a thorny parallel to the judicial system, and I doubt Legal would sign off on such a process. There's also the question/option of considering reputation, which also brings…

Oh absolutely, and that's something I'm taking into heavy consideration as I figure out the next move with Apple: I have next to no social clout or network, so if the loudest move I make in the tech sphere is "Apple screwed me", is that all I want to be known for?

I'm not hopeful for any change in these sort of review processes without any legislation changes, but it would be a truly tragic state of affairs if it were to escalate that far.

Re: Stripe banned us for payment disputes but we never had a single dispute

#245

Post by m11a »

noasaservice wrote: post #227
m11a wrote: post #223

Earlier quoted context omitted.

Not really. Stripe has a better platform than competitors, and even though its support isn’t a strong point it’s still better than competitors (which admittedly is not a very high bar). It’s probably much better for large businesses who have their own contact/account manager at Stripe etc. Last time I contacted Stripe I was given a round circle between departments, the department responsible denying the issue and/or…

> Stripe has a better platform than competitors .... If you weren't disabled by an automated system, and "customer support" (probably another level of shitty ML) continues to double down. I concur with mikepechadotcom that this is simply a one-off damage control via "Social Media Escalation".

Right. I meant in terms of its APIs, Stripe’s product is solid. I’m not saying their user service/CS is great, although it’s probably average for the payment processing industry for non-large companies.

I had almost exactly the same issue as OP but with Braintree. The support was equally as useless. Stripe isn’t unique here, most tech companies just don’t know how to build good support.

Re: Stripe banned us for payment disputes but we never had a single dispute

#246

Post by faeyanpiraat »

0des wrote: post #68

As someone with a pre-launch SaaS who just signed up for Stripe, reading this has me shook up a little bit. I'm Stripe-integrated for payments, and poised to go through Stripe Atlas soon, or at least I was.. Now I have no idea what to do. I know that OP's story isn't spotless, but what if it's my thing that gets in this situation too? I wish I could say I'm joking but I don't need this right now, I'm ~90 days out fro…

We got rejected by braintree, and went on a multiple month long back-and-forth and in the end it got nowhere.

Fixed it by using Fastspring. It is a fully integrated solution, with a slightly higher fee, but saves you a lot of dev hours. Their support is amazing.

Edit: it might sound clunky, but asking for wire transfers costs almost 0 dev hours, but can still used to prove your potential clients would really pay.

Re: Stripe banned us for payment disputes but we never had a single dispute

#247

Post by onetimemanytime »

pc wrote: post #108

(Stripe cofounder.) Ugh, apologies. Something very clearly went wrong here and we’re already investigating. Zooming out, a few broader comments: * Unlike most services, Stripe can easily lose very large amounts of money on individual accounts, and thousands of people try to do so every day. We are de facto running a big bug bounty/incentive program for evading our fraudulent user detection systems. * Errors like thes…

OK, but how do you explain the appeal?

Hire people to manually review final appeals, maybe you've gone too far and are not hiring to keep up with user growth.

Re: Stripe banned us for payment disputes but we never had a single dispute

#248

Post by idworks1 »

I feel for everyone who isn't a good writer and doesn't succeed in getting featured on HN homepage. (writing > coding)

Realistically, we need automation to handle most cases. But that means false positives. And their needs to be a better channel than HN or being famous on twitter to get issues resolved.

Re: Stripe banned us for payment disputes but we never had a single dispute

#249

Post by jbschirtzs »

pogchampion wrote: post #238
pc wrote: post #108

(Stripe cofounder.) Ugh, apologies. Something very clearly went wrong here and we’re already investigating. Zooming out, a few broader comments: * Unlike most services, Stripe can easily lose very large amounts of money on individual accounts, and thousands of people try to do so every day. We are de facto running a big bug bounty/incentive program for evading our fraudulent user detection systems. * Errors like thes…

I don’t understand the stripe hate in the replies. In the past when I worked with stripe on a mobile project they were always quick to reply, and I felt like they did a good job of helping us through difficult problems (at the time a new platform) that is rare from a customer support perspective.

See my reply elsewhere on this post if you really want to understand what you here suggest.

Re: Stripe banned us for payment disputes but we never had a single dispute

#250

Post by teachrdan »

pc wrote: post #188
mikepechadotcom wrote: post #164

Earlier quoted context omitted.

Sorry to say that, but the fact that founders have to post on Hacker News to get necessary support from Stripe in case something like this happens, gives the impression that your reply is just reputation damage control, and nothing will actually change.

I would estimate that roughly 99%–99.9% of cases get resolved without anything on HN. (Per the GP comment, things have already improved 50% since earlier this year and will, I think, improve tenfold by the end of the year.)

What's your definition of "resolved"?

If a Strip user appeals unsuccessfully through your official channels and then gives up, do you consider that "resolved"?

It seems like you exhaust those unfortunate users who banned due to Stripe's errors and then call it a success because they've stopped complaining. Or does your definition of "resolved" account for that?

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