81–90 of 329 posts
Earlier quoted context omitted.
It should be pointed out that traditional merchant gateway providers (larger, with more resources) are WORSE than stripe in this regard. Prior to stripe, we used cybersource. It was a support disaster, to say the least.
We once asked Auth.net support an API question. The response: "What's an API?"
I used to work on fraud operations at a payment processor and there was always more to the story. There were four categories that account's broadly fell into:
* The quiet fraudster. These would either have a scam business model with real victims attempting to pay, or would not have a business and were using stolen payment details to pay themselves. The quiet fraudster would not argue when you closed their account - they would just sign up again and try a different approach to get round your system.
* The loud fraudster (the vast majority of fraudsters). These come in all shapes and sizes. They were often the most obvious frauds (100 payments from the same IP at our max payment amount, within 10 minutes of each other). Unfortunately they sometimes came in the form of someone deluded - for example the man that sold 'magic beans' that cured AIDS. These are the loud fraudsters because they will either shout down the phone at your support team (shouting never helps when calling support - by the way), or try and drum up negative PR to create pressure.
* The accidental fraudster. These people have good intentions, but are none-the-less breaking the rules. For example, migrating all of your customers over to a new payment supplier by filling out a new payment form on their behalf (note - I worked for a payment processor that was not based on cards - this method may be allowed for CC though I doubt it). The accidental fraudster might also have fraudulent customers paying them yet be a legit business - for example online sellers of jewellery will have a lot of people pay with stolen details hoping that the business will ship the goods before the payment is flagged. Sometimes you can work with the business to fix the issue, many times you have to let them go (remember, they will have all the signs of an obvious fraudster - so you have to be sure that their story is true).
* The innocent. As you can imagine, sometimes there are people that have all the signs of a fraudster yet are perfectly legitimate. There can be many reasons for this.
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Without a lot more information, I cannot begin to speculate what category the author falls into - hopefully one of the latter two.
That said, as much as I love what Stripe in general, it is completely unacceptable for them not to have an escalated support/appeals process for fraud complaints. If they have made a mistake (which happens even with the best fraud systems), then they could be destroying a business that might have customers/employees/suppliers that are also relying on them to receive their payments on time.
Pick two: - Strongly regulated banks/strong consumer protection in financial services. - Good merchant customer service. - Cheap credit card processing.
Security and Convenience are a classic tradeoff. I suppose you could argue that a good implementation of either isn't cheap.
The one thing that surprises me most is why banks don't provide an payment processing API for their customers. I consult at a top bank in Canada ,and I brought this issue up several times in the online banking division and was met with complete indifference. The middle management ( all PMP certified) dont have the vision and the upper management is busy coasting along. My reasoning was that the bank is already doing…
http://www.rbcroyalbank.com/RBC:z7TrmawYUA4BRAAwmCMAAAD8/bus...
http://www.tdcanadatrust.com/products-services/small-busines...
http://www.scotiabank.com/ca/en/0,,557,00.html
https://www.bmoharris.com/us/small-business/services/merchan...
https://www.cibc.com/ca/small-business/merchant-services.htm...
-- PSA regarding Credit Card Validation -- Last year I was testing Stripe integration. I tried using my own credit card with a fake name. Surprise, it went through. I emailed Stripe support. After half a dozen emails discussing CC authorization I learned that Stripe does not and can not validate Name & Address on credit card. Stripe told me that Credit Card companies do not disclose this data to Payment Processors li…
..Or the new Google..or the new Amazon. Both of the above companies have nearly 100% automated responses. With Amazon, if you get your selling account put on hold for any reason (even if it's by mistake through their automated bots), you will not be able to talk to anyone on the phone or through email. Your account is also put on hold for 90 days and your money might get transferred back to you when they feel like it…
Stripe is a B2B business it's also a bit 'lower layer'. You would have to rely on them for your business quite heavily.
-- PSA regarding Credit Card Validation -- Last year I was testing Stripe integration. I tried using my own credit card with a fake name. Surprise, it went through. I emailed Stripe support. After half a dozen emails discussing CC authorization I learned that Stripe does not and can not validate Name & Address on credit card. Stripe told me that Credit Card companies do not disclose this data to Payment Processors li…
Name is not validated and seems useless to even collect. However both billing Address line 1 and Zip code can be validated by processors, including Stripe.
Earlier quoted context omitted.
We once asked Auth.net support an API question. The response: "What's an API?"
What kind/level of support? Call center staff don't often know such things.
His account was obviously activated for the purpose of submitting this post and he has provided NO follow up comments at this time. His post has been up for an hour.
I'm not saying anything about the validity of his claim, but we obviously need more information. Please check back and wait for him to respond to the many great questions already on here.
Earlier quoted context omitted.
We've run into this as well. It's absurd that a company of their size has no support ticketing system. There have been occasions when we've had to rely on personal relationships with staff at Stripe to simply get an email response to our account questions. Engineering support is great and responsive through IRC but, stripe engineering staff there just shrug if you ask a business question.
Their engineering support is incredible, and their API is well-documented and so easy to integrate. It is hard to believe that they can't spend a little more time focusing on customer support, especially as they continue to add new features and countries the problem is only going to increase. At least adding a public-facing ticketing system would pull some pressure off. I don't necessarily mind waiting for support, i…