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I've always loved Stripe. -Does anyone here have recommendations for a good alternative? After using them for 2.5 years, our startup finally started to really
by Bswift 5y ago
I've always loved Stripe. -Does anyone here have recommendations for a good alternative?
After using them for 2.5 years, our startup finally started to really scale last month. Now that we are doing more revenue than we have ever done - Stripe compliance has decided our business requires more verification and is currently holding payments for an undisclosed period of time. We are an image management platform for eye doctors, nothing has changed about our business or payment model since we started using Stripe. (The crux of the issue seems to be that Stripe has decided that we are charging patients for telehealth visits? Even though we have no SKU's or payments to us that would support this claim (we do allow any eye doctor to use our "virtual visit" feature, for free. Patients are never charged through our platform)
Support has been tough to get a answer from, every morning I wake up to an intro email from a new support rep asking for the same information we sent them yesterday or directing to me to the same article about verification. We even signed up for a premium support plan - simply to try to get a consistent person to work through this issue with.
It's been shockingly frustrating. We are 100% employee owned and self funded. We tripled our revenue last month and are hiring as fast as we can to support new business. Now we are scrambling to send out customer invoices manually this month through QuickBooks and had to take out a short term loan to cover the revenue being held by Stripe. I feel like a complete idiot for not having some sort of backup subscription provider in place.
- rapnie 5y ago> Does anyone here have recommendations for a good alternative? https://www.mollie.com/en https://www.mollie.com/en
- deleted 5y ago[deleted]
- deleted 5y ago[deleted]
- chinathrow 5y agoI've had similar experiences with their customer support, both through chat and email. Multiple reps were writing back and forth with me and I told them twice to please close the ticket as no one understood what I really was asking about. Then the ticket somehow got escalated internally and the next response was indeed what I I was after.
- ceilingcorner 5y agoWhether it’s paypal, stripe or whomever else, it’s completely absurd that they can just hold your money hostage for indefinite period of time for no reason.
- kayodelycaon 5y agoBanks do this too. It’s an anti-fraud measure. The amount of fraud that happens in electronic payments is absolutely staggering. As soon as someone finds out your defenses are lower than someone else, you get spammed with people testing stolen credit card numbers. Your account can, and will, be blacklisted promptly. If your payment processor and the banks they work with don’t stop you, the credit card company will. This kind of thing happened at every place I’ve been at where financial institutions are involved. The size of your company does not matter. Visa has so many customers they do not need Amazon. If Amazon fucks up, they will pull the plug if something isn’t fixed.
- ceilingcorner 5y agoSure but for some of these stories, the provider is clearly just incompetent. I’ve read of PayPal holding $100,000 for 6+ months with no reason given or response. That goes far beyond an anti-fraud measure.
- kayodelycaon 5y agoThat’s because $100,000 is noise as far as they are concerned. The small company I work at has millions per week in transactions. We have little to no leverage against anyone.
- avmich 5y agoIf you delay payments to them for similar reason, you'll probably get an invitation to a court. How come you can't complain to the court about such a behavior?
- corpdronejuly 5y ago
- deleted 5y ago[deleted]
- rachelatstripe 5y agoI work at Stripe. I'm sorry for the issues - we've just sent you an update.
- Bswift 5y agoWow, I'm really surprised and super appreciative. Thank you for taking notice and totally clearing this up!
- atatatat 5y agoWill you stay?
- 0xffff2 5y agoThis trend of getting useful support only when complaining on social media is incredibly troubling. Why wasn't this solved by normal support channels? Is it just too expensive to provide decent support unless it's hurting the brand image?
- Abishek_Muthian 5y ago> every morning I wake up to an intro email from a new support rep asking for the same information we sent them yesterday I understand that companies which operate at the scale of Stripe get flooded with customer support requests and they rotate their representatives for efficiency but it's irritating for the customer at best and counter productive at worst. I cannot fathom the mental torture on the representatives themselves for having to switch context every few minutes and wonder whether they suffer from long-term attention/focus issues after work due to these.