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I'm sorry that happened to you. Could you email me at this handle at stripe.com? I want to look into why we didn’t auto-detect that surge in suspicious transact

I'm sorry that happened to you. Could you email me at this handle at stripe.com? I want to look into why we didn’t auto-detect that surge in suspicious transactions. We’re here to support startups. If you ever have a unique circumstance, write us; we’ll try to be reasonable, in the same fashion that your hosting provider will try to be reasonable if an engineer e.g. fumble fingers a deploy and briefly turns on a larger fleet of servers than they intended. (It's worth noting, for precision's sake, that a refund is not a chargeback. Chargebacks are when the person who actually owns the credit card calls the bank to complain; they're strictly worse for all parties than simple refunds.)

abduhl 7y ago
While this is an interesting response, it strictly does not the answer the poster’s question. Would they be liable for the fees for an attack like this?
- patio11 7y ago
  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.
  - deleted 7y ago
    [deleted]
  - joecool1029 7y ago
    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 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.
    - commoner 7y ago
      I don't think that press release is applicable, since no chargebacks are involved here. According to Stripe's documentation (see submitted link), the merchant must still pay the 2.9% + $0.30 processing fee for each refunded transaction, unless Stripe's customer service representatives waive the fees as an exception. But there is an issue with this euphemism in the parent comment: > a human who cares about your success If Stripe "cares about your success", Stripe would return the processing fee on all refunded transactions (regardless of whether they are fraudulent) just like Square and Amazon Pay does.
    - NicoJuicy 7y ago
      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 ;)
      - commoner 7y ago
        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.
        jasonkester 7y ago
        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.
        commoner 7y ago
        The fee is only $1 when the transaction amount is $24.14. The fee is $29.30 for a $1,000 transaction. For industries with lower margins or higher refund rates, Stripe's refusal to return the fee on refunded transactions is a problem. Regardless, Stripe's nickel-and-diming is not something to be grateful for in any industry when there are competitors that don't do the same.
- deleted 7y ago
  [deleted]

abduhl 7y ago

While this is an interesting response, it strictly does not the answer the poster’s question. Would they be liable for the fees for an attack like this?

patio11 7y ago
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.
- deleted 7y ago
  [deleted]
- joecool1029 7y ago
  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 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.
  - commoner 7y ago
    I don't think that press release is applicable, since no chargebacks are involved here. According to Stripe's documentation (see submitted link), the merchant must still pay the 2.9% + $0.30 processing fee for each refunded transaction, unless Stripe's customer service representatives waive the fees as an exception. But there is an issue with this euphemism in the parent comment: > a human who cares about your success If Stripe "cares about your success", Stripe would return the processing fee on all refunded transactions (regardless of whether they are fraudulent) just like Square and Amazon Pay does.
  - NicoJuicy 7y ago
    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 ;)
    - commoner 7y ago
      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.
      - jasonkester 7y ago
        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.
        commoner 7y ago
        The fee is only $1 when the transaction amount is $24.14. The fee is $29.30 for a $1,000 transaction. For industries with lower margins or higher refund rates, Stripe's refusal to return the fee on refunded transactions is a problem. Regardless, Stripe's nickel-and-diming is not something to be grateful for in any industry when there are competitors that don't do the same.
deleted 7y ago
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