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> You can only email. If you email, you get robots. Their dev support on discord is S-tier, but every now and then some issue has to be moved to email support;

> You can only email. If you email, you get robots. Their dev support on discord is S-tier, but every now and then some issue has to be moved to email support; where it dies. It always takes months for something to be resolved, if at all. My only consolation is that every other provider is just as terrible.

dekken_ 4y ago
> Their dev support on discord This is also a red flag
- samber 4y ago
  Stripe is developer centric. Discord has a lot of developers in their community. I don't really like Discord, but i must admit it is a smart choice.
  - mabbo 4y ago
    Right, but what if my mother wants to start a business? She's not a developer. Should she avoid Stripe? What kind of company builds itself as only being a product usable by developers? We're a small niche market at best.
    - thatguy0900 4y ago
      I would hope your mother is hiring a developer to build her payment infrastructure if standard over the counter solutions like those iPhone swipe attachments don't work for her.
  - whateveracct 4y ago
    A normal forum would be better in most ways.
  - km3k 4y ago
    > Stripe is developer centric. What kind of excuse is that? I've seen so many small businesses using Stripe. I doubt all their owners are developers who are comfortable with Discord.
  - registeredcorn 4y ago
    >it is a smart choice For the customer?
- anonymoushn 4y ago
  It could be worse. Sorbet is on free Slack, which means any discussions older than a month or two are deleted.
  - selfhoster11 4y ago
    Incredibly amateur hour if true.
    - xyzzy_plugh 4y ago
      Serious question: what's the alternative?
      - hairofadog 4y ago
        I’ve seen Discourse work pretty well for public-facing support.
      - selfhoster11 4y ago
        Paying for Slack so messages don't get lost?
      - pygy_ 4y ago
        Zulip is pretty good for this. By default, you have a linear, IM-like UX, but it is trivial to fork conversations on specific topics.
      - JasserInicide 4y ago
        There's these things called "forums" that we used to use...
- lawgimenez 4y ago
  Using Discord for support is a major red flag.
  - xyzzy_plugh 4y ago
    As opposed to IRC? Slack? Discord has excellent moderation tools, is economical and relatively user friendly (compared to IRC). If you desire a public space for your community to engage with you in real time, I'm not aware of a better alternative.
    - navanchauhan 4y ago
      What about good ol' forums? Indexable by search engines and proper moderation tools that have stood the test of time.
      - xyzzy_plugh 4y ago
        Like a GitHub issue tracker? The concept of forums is not lost on me, but I think the point of a chat service solves different problems.
    - selfhoster11 4y ago
      Discord is not a public space. It's not indexed by search engines.
      - sph 4y ago
        No, you're supposed to use the abysmal Discord search feature to find your question among a billion chat messages, or post it in one of the 150 channels we have for each topic under the sun. No sorry, wrong channel. Oops, your message got lost somewhere in the thousands of messages we receive per day. Discord support is hell on Earth.
      - lawgimenez 4y ago
        What’s wrong with using email or Intercom?
Aeolun 4y ago
> My only consolation is that every other provider is just as terrible. My experience with Authorize.net support was really good. Their tech stack/api was absolutely archaic, but you could talk to real humans.
- a2tech 4y ago
  And the thing about their tech stack is its old..but absolutely workable. They have examples in pretty much every language, decent documentation, and support. And they are very slow to sunset things because their customers are slow moving traditional businesses. So code you write for a customer may work without tweaking for 4, 5, or even 10 years.
  - creeble 4y ago
    In my case, 20 years. No change in API calls in that time. Very few errors, except in the early days. I hate them because of the complexity of the solution (I needed a relationship with a separate "payment processor" that has changed names/systems/owners five times in those 20 years) but I have had few problems with withholding etc. But my monthly charges and individual charges are very consistent, and chargeback rate very low (but not zero).
  - Aeolun 4y ago
    At the time I championed switching to Stripe. If I’d known then what I know now I’d have never done so.
- kitd 4y ago
  This looks really good. Apart from anything else, they have a fraud detection tool that you can configure to match your own requirements, and can control yourself what happens to payments when filters are triggered: https://www.authorize.net/en-us/resources/our-features/advanced-fraud-detection.html https://www.authorize.net/en-us/resources/our-features/advan...
throwaway2016a 4y ago
I have always been able to get a service rep on live chat within 5 minutes... which is literally a "Live Chat" button on their contact page not even hidden. Note this is different than the Discord dev chat which is for technical questions. Once I get live chat it may take a day or two to resolve but if it takes longer I just hop on live chat again and pester them until it's escalated.
- ziddoap 4y ago
  >Their support page on their website has Phone call and messaging grayed out. You can only email. If you email, you get robots. According to the OP.
  - throwaway2016a 4y ago
    But as you can see in the Reddit comments, there are people posting screen shots showing that is absolutely not true. Which leaves 3 options: 1. The UX was confusing and the OP couldn't find those options. 2. Stripe somehow has some logic that disables it specifically for that person or that person's region. 3. The OP didn't actually try and is lying in their post. 1 and 3 are more negative reflections on the OP than Stripe. And for 2 I'd need more details. I saw this in the replies to the comment: > The "chat" and "have us call you" options get greyed out once they have frozen your account. But from my own experience, that is wrong. Also OP didn't say their account was frozen just that the money from that particular transaction was being held.
    - ziddoap 4y ago
      There's someone else down thread here who says that they've had the call/email greyed out on their Stripe account as well. >Stripe somehow has some logic that disables it specifically for that person I'm not sure why you wrote this as if it'd be a grand technical challenge to implement. Locking-out specific features based on X criteria is pretty damn common. I don't particularly care in any case, I just had the impression that you might of missed that specific line when you wrote your original comment regarding the short wait times you've had when calling support. Edit: Seems like you saw the other post as well. >But from my own experience, that is wrong. Well, from my vantage point I see 2 people claiming it gets greyed out and 1 person (you) claiming it doesn't. ¯\_(ツ)_/¯

dekken_ 4y ago

> Their dev support on discord This is also a red flag

samber 4y ago
Stripe is developer centric. Discord has a lot of developers in their community. I don't really like Discord, but i must admit it is a smart choice.
- mabbo 4y ago
  Right, but what if my mother wants to start a business? She's not a developer. Should she avoid Stripe? What kind of company builds itself as only being a product usable by developers? We're a small niche market at best.
  - thatguy0900 4y ago
    I would hope your mother is hiring a developer to build her payment infrastructure if standard over the counter solutions like those iPhone swipe attachments don't work for her.
- whateveracct 4y ago
  A normal forum would be better in most ways.
- km3k 4y ago
  > Stripe is developer centric. What kind of excuse is that? I've seen so many small businesses using Stripe. I doubt all their owners are developers who are comfortable with Discord.
- registeredcorn 4y ago
  >it is a smart choice For the customer?
anonymoushn 4y ago
It could be worse. Sorbet is on free Slack, which means any discussions older than a month or two are deleted.
- selfhoster11 4y ago
  Incredibly amateur hour if true.
  - xyzzy_plugh 4y ago
    Serious question: what's the alternative?
    - hairofadog 4y ago
      I’ve seen Discourse work pretty well for public-facing support.
    - selfhoster11 4y ago
      Paying for Slack so messages don't get lost?
    - pygy_ 4y ago
      Zulip is pretty good for this. By default, you have a linear, IM-like UX, but it is trivial to fork conversations on specific topics.
    - JasserInicide 4y ago
      There's these things called "forums" that we used to use...
lawgimenez 4y ago
Using Discord for support is a major red flag.
- xyzzy_plugh 4y ago
  As opposed to IRC? Slack? Discord has excellent moderation tools, is economical and relatively user friendly (compared to IRC). If you desire a public space for your community to engage with you in real time, I'm not aware of a better alternative.
  - navanchauhan 4y ago
    What about good ol' forums? Indexable by search engines and proper moderation tools that have stood the test of time.
    - xyzzy_plugh 4y ago
      Like a GitHub issue tracker? The concept of forums is not lost on me, but I think the point of a chat service solves different problems.
  - selfhoster11 4y ago
    Discord is not a public space. It's not indexed by search engines.
    - sph 4y ago
      No, you're supposed to use the abysmal Discord search feature to find your question among a billion chat messages, or post it in one of the 150 channels we have for each topic under the sun. No sorry, wrong channel. Oops, your message got lost somewhere in the thousands of messages we receive per day. Discord support is hell on Earth.
    - lawgimenez 4y ago
      What’s wrong with using email or Intercom?

Aeolun 4y ago

> My only consolation is that every other provider is just as terrible. My experience with Authorize.net support was really good. Their tech stack/api was absolutely archaic, but you could talk to real humans.

a2tech 4y ago
And the thing about their tech stack is its old..but absolutely workable. They have examples in pretty much every language, decent documentation, and support. And they are very slow to sunset things because their customers are slow moving traditional businesses. So code you write for a customer may work without tweaking for 4, 5, or even 10 years.
- creeble 4y ago
  In my case, 20 years. No change in API calls in that time. Very few errors, except in the early days. I hate them because of the complexity of the solution (I needed a relationship with a separate "payment processor" that has changed names/systems/owners five times in those 20 years) but I have had few problems with withholding etc. But my monthly charges and individual charges are very consistent, and chargeback rate very low (but not zero).
- Aeolun 4y ago
  At the time I championed switching to Stripe. If I’d known then what I know now I’d have never done so.
kitd 4y ago
This looks really good. Apart from anything else, they have a fraud detection tool that you can configure to match your own requirements, and can control yourself what happens to payments when filters are triggered: https://www.authorize.net/en-us/resources/our-features/advanced-fraud-detection.html https://www.authorize.net/en-us/resources/our-features/advan...

throwaway2016a 4y ago

I have always been able to get a service rep on live chat within 5 minutes... which is literally a "Live Chat" button on their contact page not even hidden. Note this is different than the Discord dev chat which is for technical questions. Once I get live chat it may take a day or two to resolve but if it takes longer I just hop on live chat again and pester them until it's escalated.

ziddoap 4y ago
>Their support page on their website has Phone call and messaging grayed out. You can only email. If you email, you get robots. According to the OP.
- throwaway2016a 4y ago
  But as you can see in the Reddit comments, there are people posting screen shots showing that is absolutely not true. Which leaves 3 options: 1. The UX was confusing and the OP couldn't find those options. 2. Stripe somehow has some logic that disables it specifically for that person or that person's region. 3. The OP didn't actually try and is lying in their post. 1 and 3 are more negative reflections on the OP than Stripe. And for 2 I'd need more details. I saw this in the replies to the comment: > The "chat" and "have us call you" options get greyed out once they have frozen your account. But from my own experience, that is wrong. Also OP didn't say their account was frozen just that the money from that particular transaction was being held.
  - ziddoap 4y ago
    There's someone else down thread here who says that they've had the call/email greyed out on their Stripe account as well. >Stripe somehow has some logic that disables it specifically for that person I'm not sure why you wrote this as if it'd be a grand technical challenge to implement. Locking-out specific features based on X criteria is pretty damn common. I don't particularly care in any case, I just had the impression that you might of missed that specific line when you wrote your original comment regarding the short wait times you've had when calling support. Edit: Seems like you saw the other post as well. >But from my own experience, that is wrong. Well, from my vantage point I see 2 people claiming it gets greyed out and 1 person (you) claiming it doesn't. ¯\_(ツ)_/¯