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Stripe refunds: fees from the original charge are not returned

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Re: Stripe refunds: fees from the original charge are not returned

#221

Post by fsloth »

joecool1029 wrote: post #196
patio11 wrote: post #193

Earlier quoted context omitted.

It's difficult for me to predict our response in every possible hypothetical circumstance, so I'm promising what I feel we can actually promise: a human who cares about your success will review the circumstances and make a judgment call.

Translation: Come to HN with your problems and you'll get the VIP treatment while there's a spotlight on the company. Attempting to find an answer as an outsider lead me to this PR release from last year: https://stripe.com/newsroom/news/chargeback-protection < It makes me assume that if the merchant wasn't paying that extra fee they are going to be slammed.

That's the un-charitable interpretation. When dealing with complex problems with no clear cut analytical solution putting a real human in the loop who can make a judgement call instead of playing back a prewritten script is often the optimal solution.

Re: Stripe refunds: fees from the original charge are not returned

#222

Post by [deleted] »

kkarpkkarp wrote: post #204
pc wrote: post #66

Earlier quoted context omitted.

(I'm one of Stripe's cofounders.) Thanks for the candid feedback. A few quick thoughts -- - This is not a new policy change -- it's been our pricing for all new users since 2017. (The news is that we're now applying this pricing to Stripe's older users, in part as a response to some price increases that the card networks are making.) - Our policy on refunds is pretty much the same as Braintree's. - We've added a lot…

> I can assure you that the ratio of people working on improving our payments stack to publishing is about 1000:1. @pc, I just checked that Stripe has about 1800 employees. Could I ask why so many? :) I wouldn't expect such a big number for the company providing one (?) product/service.

[deleted]

Re: Stripe refunds: fees from the original charge are not returned

#223

Post by crankylinuxuser »

fsloth wrote: post #221
joecool1029 wrote: post #196

Earlier quoted context omitted.

Translation: Come to HN with your problems and you'll get the VIP treatment while there's a spotlight on the company. Attempting to find an answer as an outsider lead me to this PR release from last year: https://stripe.com/newsroom/news/chargeback-protection < It makes me assume that if the merchant wasn't paying that extra fee they are going to be slammed.

That's the un-charitable interpretation. When dealing with complex problems with no clear cut analytical solution putting a real human in the loop who can make a judgement call instead of playing back a prewritten script is often the optimal solution.

> That's the un-charitable interpretation.

Well, the truth sucks sometimes, doesn't it?

Traditionally there's been 2 customer service lines: regular and VIP.

Now there's 3: regular, VIP, and social media apology tour. And it'd sure be nice if these companies had decent policies to begin with... But that's the problem, isn't it?

Re: Stripe refunds: fees from the original charge are not returned

#224

Post by jasonkester »

commoner wrote: post #215
NicoJuicy wrote: post #206

Earlier quoted context omitted.

He's given an honest answer, the situation has to be checked. You don't know that the poster is 100% honest also. Patio has always been transparent and honest, long before he joined Stripe ;)

patio11 gave a nonanswer, which is hardly transparent. > a human who cares about your success Regarding honesty, if Stripe "cares about your success", Stripe would relinquish processing fees for all refunded transactions (regardless of whether they are fraudulent) just like Square and Amazon Pay do.

For what it's worth, the success of my business doesn't hinge on whether Stripe gives me a dollar. I hope yours doesn't either.

Re: Stripe refunds: fees from the original charge are not returned

#225

Post by ykevinator »

mchusma wrote: post #33

Note: this is different than Braintree and Amazon payments, which either refund in full or simply charge only the $0.30 fee. Stripe is now at or near the most expensive here relative to the competition. The idea that they have been doing customers a favor is not accurate. I have used stripe for years, but they are a company that has continued to make things worse with every update, versus AWS which has my trust they…

We've been using stripe for years, this may be enough for us to switch. Is Amazon's service reliable, easy etc?

Re: Stripe refunds: fees from the original charge are not returned

#226

Post by OJFord »

seanwilson wrote: post #218
rblatz wrote: post #48

Earlier quoted context omitted.

Agreed, test environments exist for a reason, if you don’t trust your test environment to accurately replicate prod then you need to clean that up.

Do you mean this in general or for Stripe? For the former, you have to run some tests on production after initial setup and major changes surely? API keys could be wrong for a start and a lot of web services don't give you a programmatic way to sync settings between environments.

If you want to do some sanity checking in prod to rule out any issue with the test environment setup... Why would you want to set up a special fake test card in prod?

Either don't do it, or have everything about it real. e.g. a canary purchase test & then a refund flow test. Yes there's a fee, but there's a fee when you do it for real. Hopefully you have many more real transactions.

Re: Stripe refunds: fees from the original charge are not returned

#227

Post by OJFord »

notwedtm wrote: post #156
billyhoffman wrote: post #99

Earlier quoted context omitted.

Until someone in QA who keeps running that test flow manually says “Wait a minute, my time is valuable!” and scripts the checkout flow in Selenium...

This is the difference between unit and integration tests.

Manual vs selenium? No it isn't...

Re: Stripe refunds: fees from the original charge are not returned

#228

Post by whatsmyusername »

ThePhysicist wrote: post #205
pc wrote: post #66

Earlier quoted context omitted.

(I'm one of Stripe's cofounders.) Thanks for the candid feedback. A few quick thoughts -- - This is not a new policy change -- it's been our pricing for all new users since 2017. (The news is that we're now applying this pricing to Stripe's older users, in part as a response to some price increases that the card networks are making.) - Our policy on refunds is pretty much the same as Braintree's. - We've added a lot…

Slightly amusing story about “testing” payment flows in production: In Germany we have payment providers like Sofortüberweisung that ask you for your online banking credentials and then access your online banking via browser orchestration to initiate a transfer (I know it’s an utterly horrible idea from a privacy and security point of view). What they didn’t know initially was that some banks provide test accounts to…

Plaid works the same way. The tech is hilariously terrible and the best option currently.

Re: Stripe refunds: fees from the original charge are not returned

#229

Post by NightlyDev »

I haven't actively used stripe more than half a year, and I've really enjoyed it so far, except for some translation issues on stripe's checkout page. This change makes me somewhat uncomfortable using stripe.

Nordic countries has really good consumer protection laws and users can ask to cancel the purchase for any or no reason. Its also not allowed to charge the customer the fee, so this can become a issue.

It also sucks that the pricing for Norway is 1 % higher than our neighbours.

Re: Stripe refunds: fees from the original charge are not returned

#230

Post by martin_a »

joecool1029 wrote: post #196
patio11 wrote: post #193

Earlier quoted context omitted.

It's difficult for me to predict our response in every possible hypothetical circumstance, so I'm promising what I feel we can actually promise: a human who cares about your success will review the circumstances and make a judgment call.

Translation: Come to HN with your problems and you'll get the VIP treatment while there's a spotlight on the company. Attempting to find an answer as an outsider lead me to this PR release from last year: https://stripe.com/newsroom/news/chargeback-protection < It makes me assume that if the merchant wasn't paying that extra fee they are going to be slammed.

Sounds like Google. Either you know somebody deep in there or you are lost with your request. Your problem.
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