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Stripe Chargeback Protection

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Re: Stripe Chargeback Protection

#41

Post by organsnyder »

jasonkester wrote: post #35
wayoutthere wrote: post #30

Earlier quoted context omitted.

Unless you have an easily visible telephone support number, I’m issuing a chargeback. It simply takes less of my time and idgaf about your business model.

Isn't that harder than replying to your last invoice mail with the words "Please refund this and cancel my subscription"? Why involve the telephone?

I think many people have been conditioned to assume that replying to automated messages goes straight to /dev/null. Have you considered putting a link to a page that provides a quick cancellation workflow?

Re: Stripe Chargeback Protection

#42

Post by itschekkers »

czzarr wrote: post #34
eeke wrote: post #8

I’m the PM on Chargeback Protection. Startups told us they don’t want to deal with the hassle and unpredictability of chargebacks; that’s why we built this. Happy to answer any questions you have.

0.4% is an extremely steep price for a company like mine doing over $2.5m in annual turnover (saas) which has a very low fraud rate. I actually think currently we pay less than that by doing nothing (meaning letting Paypal handle it, and losing every case). However I'd gladly pay a few thousands per year for it, or be able to pay it on selected transactions (only US for instance).

you should look into chargehound[chargehound.com], i think they would work for you.

Re: Stripe Chargeback Protection

#43

Post by wayoutthere »

jasonkester wrote: post #35
wayoutthere wrote: post #30

Earlier quoted context omitted.

Unless you have an easily visible telephone support number, I’m issuing a chargeback. It simply takes less of my time and idgaf about your business model.

Isn't that harder than replying to your last invoice mail with the words "Please refund this and cancel my subscription"? Why involve the telephone?

You’re assuming there is an invoice; many times there is not which is why the chargeback is auto-approved.

For better or worse, the chargeback is the only weapon end-users have anymore.

Re: Stripe Chargeback Protection

#44

Post by eeke »

jasonkester wrote: post #31
eeke wrote: post #24

Earlier quoted context omitted.

We can send you a webhook on every dispute being created ( https://stripe.com/docs/webhooks ) and you could use the API to either refund the underlying charge or accept the dispute (and refund the underlying charge). We can also give you access to receiving early fraud warnings from issuers (like Visa TC40s). These are notifications from the issuers that the customer is likely going to dispute a charge. If you're hap…

How does that work? When I'm notified of a dispute, the first thing I do is go in and refund the charge. I still have to watch the whole dispute resolution process play out and have it be ruled against me. How would I go about stopping it before it starts, as you seem to imply is possible? Edit to add: Does it even make a difference if I go in and refund the disputed payments? It sounds like I get dinged either way a…

Card issuers are often able to detect that a transaction is fraudulent before it is disputed, and when this happens, they will send us a notification. These notifications are commonly called TC40s (Visa) or SAFE reports (MasterCard). On average ~60% of early fraud warnings end up being disputed, and most disputes have an early fraud warning (though there’s a wide range depending on your business). If you refund these charges before they become disputes, you can avoid the dispute entirely. It doesn't solve all dispute problems but it can be pretty effective. I’m happy to take a look at your account to calculate what percent of disputes have an early fraud warning.

Re: Stripe Chargeback Protection

#45

Post by MichaelApproved »

jasonkester wrote: post #35
wayoutthere wrote: post #30

Earlier quoted context omitted.

Unless you have an easily visible telephone support number, I’m issuing a chargeback. It simply takes less of my time and idgaf about your business model.

Isn't that harder than replying to your last invoice mail with the words "Please refund this and cancel my subscription"? Why involve the telephone?

You know that bullshit "no-reply@lazy-company-with-garbage-customer-service.com" email that many companies use as the sender for communications? Too many don't even bother to name the no-reply account as that but essentially send from a no-reply address.

So, does your reply reach them? Who knows. Now you have to set yourself a reminder to follow up and make sure the request got through.

Alternatively, you hunt down their support email but you still need to follow up.

Then there are the rare times a company fights you on it. Then you have a whole back and forth before they finally capitulate.

I personally go through the hassle but I can understand why OP wouldn't want to.

Re: Stripe Chargeback Protection

#46

Post by jasonkester »

organsnyder wrote: post #41
jasonkester wrote: post #35

Earlier quoted context omitted.

Isn't that harder than replying to your last invoice mail with the words "Please refund this and cancel my subscription"? Why involve the telephone?

I think many people have been conditioned to assume that replying to automated messages goes straight to /dev/null. Have you considered putting a link to a page that provides a quick cancellation workflow?

Here's one of those invoice mails in its entirety. Sent from (and reply-to) info@twiddla.com. See if you can figure out how to go about cancelling your subscription or getting a refund:

Your Twiddla Bill for April 4, 2019 to May 4, 2019

Hey, we wanted to let you know that on May 4, 2019 we charged your credit card $14.00 for your monthly Twiddla Pro subscription.

You can find additional information regarding your bill, individual charges, and your account history by logging into your your account at https://www.twiddla.com/ and navigating to your "My Account" page. You can also make changes to your subscription or cancel it altogether from that page.

If you have any questions regarding this charge, or would like to yell at us until we refund it, please contact us at info@twiddla.com.

Thanks for the business!

Jason Kester

info@twiddla.com

https://www.twiddla.com/

Re: Stripe Chargeback Protection

#47

Post by derivagral »

jasonkester wrote: post #35
wayoutthere wrote: post #30

Earlier quoted context omitted.

Unless you have an easily visible telephone support number, I’m issuing a chargeback. It simply takes less of my time and idgaf about your business model.

Isn't that harder than replying to your last invoice mail with the words "Please refund this and cancel my subscription"? Why involve the telephone?

Not the gp, but in my experience emails like that are usually Do Not Reply.

Re: Stripe Chargeback Protection

#48

Post by kofejnik »

jasonkester wrote: post #35
wayoutthere wrote: post #30

Earlier quoted context omitted.

Unless you have an easily visible telephone support number, I’m issuing a chargeback. It simply takes less of my time and idgaf about your business model.

Isn't that harder than replying to your last invoice mail with the words "Please refund this and cancel my subscription"? Why involve the telephone?

some people (myself included) strongly prefer interacting with live humans, over emailing and hoping that stuff gets fixed. E.g. in McDonalds, rather than ordering in a kiosk, I go to a cashier, it's actually easier and faster this way.

Re: Stripe Chargeback Protection

#49

Post by peteretep »

jasonkester wrote: post #40
peteretep wrote: post #32

Earlier quoted context omitted.

> to have "cancelled 3 months ago, but for some reason we're still billing them" or to just plain decide that the last six months of charges were fraudulent I've had both of these things happen as a consumer. Coschedule kept billing me for six months after I cancelled (and my accounts administrator didn't know we'd cancelled), and I had Experian in the UK continue billing me for six months after they'd disabled my ac…

I do have the occasional customer claim to have "cancelled 3 months ago" via email. We keep good records of such things, so we know him to be mistaken but I always make a point of apologizing and issuing an immediate refund. I word my "Why did you open a chargeback" mails the same way, and offer to handle things via a refund (and to please close the dispute because it affects our business). But the people who use the…

> We keep good records of such things, so we know him to be mistaken

I assume Coschedule also believe they keep good records of such things, and indeed when they checked those records, they found I had cancelled when I said I did, but they'd continued to bill me anyway. You are truly exceptional to run a business where mistakes never happen, and when they do, they are always the customer's fault.

Re: Stripe Chargeback Protection

#50

Post by zenexer »

eeke wrote: post #44
jasonkester wrote: post #31

Earlier quoted context omitted.

How does that work? When I'm notified of a dispute, the first thing I do is go in and refund the charge. I still have to watch the whole dispute resolution process play out and have it be ruled against me. How would I go about stopping it before it starts, as you seem to imply is possible? Edit to add: Does it even make a difference if I go in and refund the disputed payments? It sounds like I get dinged either way a…

Card issuers are often able to detect that a transaction is fraudulent before it is disputed, and when this happens, they will send us a notification. These notifications are commonly called TC40s (Visa) or SAFE reports (MasterCard). On average ~60% of early fraud warnings end up being disputed, and most disputes have an early fraud warning (though there’s a wide range depending on your business). If you refund these…

That’s pretty cool. Is this something Stripe customers have to pay an additional fee to access, or is it included?

Another question: what’s the percentage of false negatives?

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