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Hm, we respond to emails, so I wonder what broke here. If you're still interested in narrowing down what happened to that transaction, could you email me at edw

Hm, we respond to emails, so I wonder what broke here. If you're still interested in narrowing down what happened to that transaction, could you email me at edwin@stripe.com?

AussieWog93 4y ago
It was 3 or 4 years ago now, and I've moved provider to Pin Payments with absolutely no regrets. Double checked my inbox and confirmed exactly what happened (it was in Jan 2019). - The algorithm flagged a transaction, which led to the whole account being blocked and the buyer being refunded (which confused the heck out of them, as they didn't file any complaints). - I was sent a link to a form to fill in so the account could be verified and reinstated, but due to a computer bug it simply lead to a 404 page. - I contacted support@stripe.com to ask where we could go from there, radio silence. I remember looking for a phone support number at the time too, but it didn't seem to exist. While I do understand that IT failures happen, payment processing is critical infrastructure for small business owners and this level of support is/was unacceptable.
wswope 4y ago
> we respond to emails Edwin, I’ve seen dozens of claims of Stripe simply ignoring complaints to support@stripe.com, a few in this very thread. You even fess up to dropping one personally in this thread: https://news.ycombinator.com/item?id=32558671 https://news.ycombinator.com/item?id=32558671 This is totally par for the course for Stripe - how on earth can you say that quote in good faith?
- bombcar 4y ago
  Edwin never said they respond to all emails. Just that sometimes they do respond. To at least one. Once.
  - deleted 4y ago
    [deleted]
AlchemistCamp 4y ago
> Hm, we respond to emails, so A week ago, I emailed nkohari in regards to an issue with an API Stripe has repeatedly suggested to me via the dashboard. This is after previously being invited to email documentation questions on a previous HN thread. No replies have arrived yet. I'll forward that email to you, also (assuming that by "we", you mean Stripe as opposed to a tax-specific team).

Hm, we respond to emails, so I wonder what broke here. If you're still interested in narrowing down what happened to that transaction, could you email me at edwin@stripe.com?

AussieWog93 4y ago

It was 3 or 4 years ago now, and I've moved provider to Pin Payments with absolutely no regrets. Double checked my inbox and confirmed exactly what happened (it was in Jan 2019). - The algorithm flagged a transaction, which led to the whole account being blocked and the buyer being refunded (which confused the heck out of them, as they didn't file any complaints). - I was sent a link to a form to fill in so the account could be verified and reinstated, but due to a computer bug it simply lead to a 404 page. - I contacted support@stripe.com to ask where we could go from there, radio silence. I remember looking for a phone support number at the time too, but it didn't seem to exist. While I do understand that IT failures happen, payment processing is critical infrastructure for small business owners and this level of support is/was unacceptable.

wswope 4y ago

> we respond to emails Edwin, I’ve seen dozens of claims of Stripe simply ignoring complaints to support@stripe.com, a few in this very thread. You even fess up to dropping one personally in this thread: https://news.ycombinator.com/item?id=32558671 https://news.ycombinator.com/item?id=32558671 This is totally par for the course for Stripe - how on earth can you say that quote in good faith?

bombcar 4y ago
Edwin never said they respond to all emails. Just that sometimes they do respond. To at least one. Once.
- deleted 4y ago
  [deleted]

AlchemistCamp 4y ago

> Hm, we respond to emails, so A week ago, I emailed nkohari in regards to an issue with an API Stripe has repeatedly suggested to me via the dashboard. This is after previously being invited to email documentation questions on a previous HN thread. No replies have arrived yet. I'll forward that email to you, also (assuming that by "we", you mean Stripe as opposed to a tax-specific team).