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(I work at Stripe.) Sorry that is a frustrating experience. I used to run a B2C site and can relate; I also just ate any dispute. You can automate your respons
by patio11 8y ago
(I work at Stripe.)
Sorry that is a frustrating experience. I used to run a B2C site and can relate; I also just ate any dispute. You can automate your response to them via our API (or build internal tooling to create a business process around this) if the number is material to you, but most software companies I know don't see that as the best use of their time.
We're working on various options for improving this part of the charging money experience.
- gingerlime 8y agoThanks Patrick. Yes, it's exactly the case for us. Automating the evidence submission has a poor ROI. Especially since we lost all of them when we manually submitted it (albeit only a dozen times or so, I don't have exact numbers, but we've given up seeing only negative responses). Our dispute rates are still slim, and the actual financial hit is low, but it just feels frustrating and unfair. There's also this fear that people would "figure it out" and start abusing it on a much bigger scale, but I guess this is not a realistic risk (or I'd like to believe so). It would be awesome if Stripe helped. e.g. I can imagine doing a one-off or periodic reviews/audits and showing Stripe how we handle cancellations, refunds, etc. From then on, ideally Stripe has a pre-baked appeal ready for us and fights the banks on our behalf. Is it too much to ask?
- patio11 8y agoNothing is too much to much to ask for. We’re aware that the experience of even low levels of disputes is a real sand-in-the-shoe irritant for companies operating entirely aboveboard. We have some ideas for products we could make to ease this. If you’d like to hear more about this, drop me an email. (This handle at stripe.com works.)