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Stripe down for 4 hours (and counting) for all those with Stripe Tax enabled

status.stripe.com

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Re: Stripe down for 4 hours (and counting) for all those with Stripe Tax enabled

#81

Post by GingerMidas »

Silhouette wrote: post #67
GingerMidas wrote: post #13

Earlier quoted context omitted.

Looks expensive, though. 5% + 50¢

Not really. It's an apples to oranges comparison. For one thing Paddle is a merchant of record so it's more like "outsource your entire payment system including all the processing of different payment methods and the global tax admin". For a lot of businesses, particularly smaller ones with international sales, that is going to be an attractive option compared to services like Stripe even at this price point. For ano…

Thanks for the explanation, I missed the tax and other benefits at first glance. I don't have those tax complications personally but I do see the value now.

Having a checkout bundled with paypal/apple pay/card is pretty compelling however.

Re: Stripe down for 4 hours (and counting) for all those with Stripe Tax enabled

#82

Post by upupandup »

civilized wrote: post #65

Every Stripe issue invites a flood of complaints, which is fine, but... try Better Business Bureau. They have a tracking process, they keep score, they assign a grade. By the way, Stripe responses to BBB complaints are hilarious [1]. Most of the ones I read close with an identical snippet of text dismissing the claim as "baseless", even when they admit they made a mistake. It's astonishingly inept and says a lot abou…

last time I did this, the business in question threatened with legal action and I realized BBB was NOT on the consumers side.

Re: Stripe down for 4 hours (and counting) for all those with Stripe Tax enabled

#83

Post by KennyBlanken »

m_sahaf wrote: post #64
xwdv wrote: post #23

Earlier quoted context omitted.

Because otherwise you have no leverage. If you go through proper channels your request for help will sit rotting in a queue until someone decides to pick up the ticket. If you complain loudly and publicly in a popular forum, everyone’s opinion of the company will degrade the longer your cries go visibly unanswered, so it requires immediate attention. Your request gets elevated to critical.

As someone who worked as front-line support and turned into the authority who's asked to resolve complex cases, this is nonsense. They aren't playing Tetris ignoring the queue. It's more likely the front-line staff are overwhelmed and/or don't know how to cut through the corporate hoops/politics to find and deliver the fix, and/or too shy/embarrassed to admit ignorance and having to pass it to the higher-ups for some…

As someone who has worked front-line support: large companies like Stripe purposefully don't create paths in the customer support scripts for resolving issues they don't want to. They're not stupid or blind, they listen to the calls and know these issues crop up. They don't care. Having support staff deal with weird/unusual problems is expensive, more expensive than just having those customers put up with it, or go away and become someone else's problem.

Don't blame minimum wage earners for barriers intentionally thrown up by management to reduce labor costs.

Re: Stripe down for 4 hours (and counting) for all those with Stripe Tax enabled

#84

Post by candiddevmike »

GingerMidas wrote: post #81
Silhouette wrote: post #67

Earlier quoted context omitted.

Not really. It's an apples to oranges comparison. For one thing Paddle is a merchant of record so it's more like "outsource your entire payment system including all the processing of different payment methods and the global tax admin". For a lot of businesses, particularly smaller ones with international sales, that is going to be an attractive option compared to services like Stripe even at this price point. For ano…

Thanks for the explanation, I missed the tax and other benefits at first glance. I don't have those tax complications personally but I do see the value now. Having a checkout bundled with paypal/apple pay/card is pretty compelling however.

Just curious, how don't you have those tax complications?

Re: Stripe down for 4 hours (and counting) for all those with Stripe Tax enabled

#85

Post by sneakymichael »

tomnipotent wrote: post #71
GingerMidas wrote: post #11

Earlier quoted context omitted.

Are processors like Square any better?

You're better off with Adyen.

Their offering perfectly fit the bill for what we needed, but they turned us away; citing a requirement of transacting €5M per year, despite us needing a payment handler /for launch/.

Re: Stripe down for 4 hours (and counting) for all those with Stripe Tax enabled

#86

Post by lovingCranberry »

tomnipotent wrote: post #71
GingerMidas wrote: post #11

Earlier quoted context omitted.

Are processors like Square any better?

You're better off with Adyen.

OT: I just went through Adyen's prohibited businesses. Why does every major payment processor prohibit vendors of adult toys from using their payment services?

I mean, those aren't even high risk businesses. Credit card fraud usually happens when you offer high priced electronics. Chargebacks usually happen when you sell digital goods like templates, ebooks, videos etc.

Re: Stripe down for 4 hours (and counting) for all those with Stripe Tax enabled

#87

Post by augustohp »

mupuff1234 wrote: post #21

Didn't they just fire a bunch of people working on a tax product? https://techcrunch.com/2022/08/19/stripe-layoffs-taxjar-tech...

TLDR: Stripe bought TaxJar last year, to help customers “automatically calculate, report and file sales taxes”. ~25% of TaxJars employees let go this July, when Stripe's valuation dropped 28%.

Re: Stripe down for 4 hours (and counting) for all those with Stripe Tax enabled

#88

Post by voidfunc »

m_sahaf wrote: post #64
xwdv wrote: post #23

Earlier quoted context omitted.

Because otherwise you have no leverage. If you go through proper channels your request for help will sit rotting in a queue until someone decides to pick up the ticket. If you complain loudly and publicly in a popular forum, everyone’s opinion of the company will degrade the longer your cries go visibly unanswered, so it requires immediate attention. Your request gets elevated to critical.

As someone who worked as front-line support and turned into the authority who's asked to resolve complex cases, this is nonsense. They aren't playing Tetris ignoring the queue. It's more likely the front-line staff are overwhelmed and/or don't know how to cut through the corporate hoops/politics to find and deliver the fix, and/or too shy/embarrassed to admit ignorance and having to pass it to the higher-ups for some…

Posting on a popular forum seems to short-circuit all that and get actual results probably because it starts making some executive squirm.

If I'm running a business and losing money because your service is fubar I really don't give a damn that you're all too busy or too ignorant to solve the problem. I'm going to do what I know works and that's basically blast over HN/Twitter/Reddit that your service sucks and has been broke for X duration.

Re: Stripe down for 4 hours (and counting) for all those with Stripe Tax enabled

#89

Post by rconti »

wly_cdgr wrote: post #22

Don't get a job at a SaaS company if you want WLB, kiddos

Depends on the role. If you're a dev, yeah, maybe you're used to not having to answer to production issues, and joining a SaaS company.

If you're more on the infra/operations side, you're used to that stuff anyway.

Re: Stripe down for 4 hours (and counting) for all those with Stripe Tax enabled

#90

Post by quickthrower2 »

GingerMidas wrote: post #24
yeahdef wrote: post #19

willing to bet that 99.999% uptime is just static text, because 5+ hours out of 2190 hours is not 99.999%

From @koopajah on discord: "We don't really drop nines if one specific feature is having issues". Pretty convenient payment processing is just a "feature" of a payment infrastructure SaaS

In a OKR culture, the way to make your KR good is to add lots of useless and very simple microservices, which are always up, so the overall metric is 100%.
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