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Stripe is about to refund €147k worth of payments to my all of my customers

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Re: Stripe is about to refund €147k worth of payments to my all of my customers

#121

Post by 4ggr0 »

caitb wrote: post #119

I work at Stripe, and we're already in touch with OP. We don’t comment on specific user cases for privacy reasons. As a reminder, facts presented in a public forum can often be misleading or untrue.

Nice that you're looking into it, but it always irks me a bit when seeing that companies only really react when people complain online about it (and the complaint receives traction).

I had a request for my buildings management which they declined for over a year, stating that they wouldn't do it and I should solve it myself. After a year I wrote them a 3 star review on Google stating "Good people and no big issues, except [explaining my issue]".

I received a phone call the day after, they proposed a solution to my issue and now it's all good. But, only after I gave a not so perfect, public review on Google.

Re: Stripe is about to refund €147k worth of payments to my all of my customers

#122

Post by jacquesm »

qaq wrote: post #113
jacquesm wrote: post #102

Earlier quoted context omitted.

Yes, but evil old school bank likely would not process 'card not present' transactions at all.

I had e-com store as a student in late 90s they processed em fine

I think any experience of the late 90's is no longer applicable today, banks have learned the hard way that high risk transactions and card not present transactions are not something that they have the expertise to deal with when the scope is global rather than local.

Re: Stripe is about to refund €147k worth of payments to my all of my customers

#123

Post by jacquesm »

omeid2 wrote: post #118
jacquesm wrote: post #95

Earlier quoted context omitted.

No, Stripe was paid. Really, the basics here are pretty simple: until your IPSP has released the funds to you you have not been paid. The fact that Stripe intends to refund is a pretty strong bit of evidence that the company has not been paid yet. One thing that people that use services like Stripe really ought to do is to make sure they understand exactly what the position is that they maneuver themselves into, it l…

If Stripe, or any payment processor was "paid" you would have to invoice them for tax purposes not the end user; and they will have to invoice and the end user and deal with Value Added and other taxes.

You should google the term 'merchant of record'. In this case Stripe is the merchant of record. If you bring your own merchant account then you are the merchant of record. In the first case it is Stripe that gets paid, in the second case it is you that gets paid. Either way, in this case the transactions will be reversed so it looks like soon nobody will have been paid. Stripe reduces your liability by acting as the merchant of record but the fact that that liability shifts to them gives them certain rights - and obligations - with respect to the funds, and a unilateral refund is part of those rights.

The moral of the story: do not enter into an agreement without understanding the terms and the practical implications of those terms when applied to you and the relationship with your customer as well as the transactions themselves if you don't want to be surprised by some of the potential outcomes.

Re: Stripe is about to refund €147k worth of payments to my all of my customers

#126

Post by qaq »

jacquesm wrote: post #122
qaq wrote: post #113

Earlier quoted context omitted.

I had e-com store as a student in late 90s they processed em fine

I think any experience of the late 90's is no longer applicable today, banks have learned the hard way that high risk transactions and card not present transactions are not something that they have the expertise to deal with when the scope is global rather than local.

https://www.chase.com/business/payments/online

Re: Stripe is about to refund €147k worth of payments to my all of my customers

#127

Post by jacquesm »

qaq wrote: post #126
jacquesm wrote: post #122

Earlier quoted context omitted.

I think any experience of the late 90's is no longer applicable today, banks have learned the hard way that high risk transactions and card not present transactions are not something that they have the expertise to deal with when the scope is global rather than local.

https://www.chase.com/business/payments/online

They'll just connect you with Stripe, authorize.net, braintree or some other IPSP.

Really, I don't see what this contributes to the discussion, I would assume that if the OP was able to sign up for their own merchant account they would have done so. To process six figure sums on someone else's merchant account is usually for a reason other than convenience because the fees are high enough that you will want to cut out that particular middle man as soon as possible.

Re: Stripe is about to refund €147k worth of payments to my all of my customers

#128

Post by smca »

bushbaba wrote: post #98
mamidon wrote: post #44

This is the Nth horror story I've seen about stripe. It's the new Google. Good docs and a sane technical API make my life as a dev easier. But I'd rather use a payments vendor that I can trust not to deep 6 my company a year later. Any recommendations? Ideally they still have good docs and a sane API.

As with all enterprise software buying, a key criteria is can I get a human on the phone to resolve the issue quickly-ish. Microsoft and Amazon get this, with differing strategies. Google and Stripe seem to not get it. Sure it doesn’t scale for the long tail, but it’s a necessity for any large enterprise account. Heck call it “stripe premium support” and charge an additional fee.

(I work at Stripe) If you have a Stripe account, you can navigate to support.stripe.com/contact right now and speak to someone. Chat is near instantaneous, email takes a little longer, and if you request a call it takes three minutes. If you're a developer, we also staff a Discord channel for more technical questions. This is available 365 24/7.

We also offer premium support if you need a dedicated support team for your business (https://stripe.com/support-plans).

When you introduce elements of risk (where fraudulent actors try to game our processes) it can affect how we speak about things.

I ran a business on Stripe before I joined Stripe and feel much more comfortable trying to get support here than at other larger orgs.

Re: Stripe is about to refund €147k worth of payments to my all of my customers

#130

Post by caitb »

4ggr0 wrote: post #121
caitb wrote: post #119

I work at Stripe, and we're already in touch with OP. We don’t comment on specific user cases for privacy reasons. As a reminder, facts presented in a public forum can often be misleading or untrue.

Nice that you're looking into it, but it always irks me a bit when seeing that companies only really react when people complain online about it (and the complaint receives traction). I had a request for my buildings management which they declined for over a year, stating that they wouldn't do it and I should solve it myself. After a year I wrote them a 3 star review on Google stating "Good people and no big issues, e…

We were in touch with OP over email before this post was made.

We know that confirming we review cases posted here provides an incentive for bad actors to post.

We wish that weren’t the case–but we do pay attention to both internal case reviews and to any public complaints where users are having a bad day (or, in some cases, profess to be having a bad day).

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