5 ms·
It looks like there's a common flaw in modern abuse detection systems: they have no long-term memory. Stripe's abuse detection should be factoring in the age a
by thaumaturgy 4y ago
It looks like there's a common flaw in modern abuse detection systems: they have no long-term memory.
Stripe's abuse detection should be factoring in the age and long-term activity of the account, and support staff should be able to provide additional information to customers with established histories. Some of Stripe's policies make sense when dealing with new accounts, but a recurring factor in these complaints is that the account isn't new.
(Google's spam detection is broken in a similar way.)
I've been a low-volume Stripe customer for years. Posts like this are really increasing the urgency for me to come up with a new card processor, because I'd rather take an additional percentage haircut to get access to a dispute resolution process that recognizes me as an established customer.
- belinder 4y agolong-term active accounts can get hacked. I absolutely agree with support staff needing to provide more information, but they can't just blanket whitelist any old account
- ceejayoz 4y agoThey could significantly raise the threshold for automated action, though. Did a ten year old account that does $1k a year suddenly bill $1M? Sure, flag that... but maybe give them a phone call, too.
- raverbashing 4y agoYes but then you can help get the account owners back in the account (another thing that companies are bad at) Care for the customer can make or break a company. If stripe wanted big customers they can't be this careless (and just to be fair to Stripe there seems to be a lot of customers as well that know crap about best financial/accounting/compliance practices and don't know why Stripe might have an issue with somethings)
- x86_64Ubuntu 4y agoA long term memory is nice. But we see such similar things get exploited. Like how people will get a high seller rating on Amazon selling one product, and then switch it out for a lesser product while keeping the old seller/product ratings. So the user looks at the seller and product ratings over the past year, but at the point and time they choose to buy, they are going to be burned and the bad seller makes off with the money.