5 ms·

I had a very similar experience, except it was on our launch day. We hadn't charged a single live customer yet, but we had done plenty of tests using the Strip

by apeace 4y ago

I had a very similar experience, except it was on our launch day. We hadn't charged a single live customer yet, but we had done plenty of tests using the Stripe testing environment. So we go live with a huge launch event, and we have customers signing up in droves. When they get to the last step -- payment -- they get an error. Logging in to the dashboard I didn't see any indication that there was anything wrong with our account. No alerts or notices. We had already gone through the approval process you go through when signing up, and been told we were approved. The thing that surprised me the most was that there was just no indication anywhere that our account would not be able to charge cards. Wouldn't it make sense for there to be an indicator somewhere that just says "Not ready yet"? Apparently, they had never even begun reviewing/vetting us since the time we signed up for the account months earlier. We reached out to customer support and it took them about two weeks to get us activated. And, similar to OP, they never gave us a shred of information about what was going on. I still don't know to this day what the issue was. Next time I build something with Stripe I'm going to test it in production before launching, with my own real credit card!

mgkimsal 4y ago
> Next time I build something with Stripe I'm going to test it in production before launching I'm genuinely curious why you wouldn't have done that anyway? I pretty much always do, precisely so I can experience a full end to end user experience.
- pc86 4y ago
  I mean yes, shame on them for not charging themselves $1 or something in production, but still, it's insane for Stripe to have no indication on the dashboard that you're not actually able to charge real cards real money.
- londons_explore 4y ago
  Buying your own products inflates revenue figures (and is therefore pretty much prohibited in listed companies). Many investors don't like it either. Sure, you can do it, but you'll have to forever have a note in your accounts package saying 'this revenue isn't actual revenue'. It really upsets those who want the accounts to match up to the cent at the end of the year...
  - krisoft 4y ago
    I smell a made up problem. Do you really think the CEO of Chipotle can’t buy a burrito from one of their branches without accountants getting a heart attack? They just walk in and buy one. They in their personal capacity end up richer by a burrito and some invaluable experience. The company ends up richer by the price of a burrito. If this kind of “revenue inflation” matters to anyone then either the CEO has a bad burrito addiction or the company wasn’t transacting enough anyway or both.
    - londons_explore 4y ago
      Where I worked, the CEO would walk in and get a free burrito. It's another kind of headache (technically that burrito is pay, and needs to be taxed and declared as CEO pay), but that was considered preferable to revenue inflation which is fraud rather than dodging taxes.
      - dylan604 4y ago
        This is were some fucking common sense needs to break out. If the CEO at a food chain cannot legitimately eat there like a regular customer, then we've got some jacked up bullshit regulations. If the CEO is driving to each branch and order 1000 items, then sure, that again should be common sense of something. More and more, we just keep acting dumber as "tech" is more and more engrained
      - jhugo 4y ago
        The CEO buying a burrito and paying for it with their own money because they want to eat a burrito is not revenue inflation. I can't even imagine what kind of fantasy world you would have to live in to believe this rubbish.
  - imperfect_blue 4y ago
    Debit revenue, credit employee expense claims, journal entry: adjustment for test purchases made. Pretty standard, doesn't affect your numbers at all, no need to make any note in your statement (which you wouldn't have to do anyway because it'll never meet the threshold for materiality). Its not some sort of difficult accounting problem.
- mtmail 4y ago
  Stripe advises against that (I'm not saying it makes sense) "Do not use real card details. Testing in live mode using real payment method details is prohibited by the Stripe Services Agreement. Use your test API keys and the card numbers below." https://stripe.com/docs/testing https://stripe.com/docs/testing
  - remus 4y ago
    Frankly that's a ridiculous clause. If you make a change (like switching from testing to live in the stripe dashboard) it needs to be tested, as OP's comment nicely demonstrates.
  - yamtaddle 4y ago
    It's bullshit. Anyone with experience testing things in this area is 100% gonna try a real card at least after any major changes (and certainly before a launch of a new product). You aren't actually sure it's right (and so, with something so entirely connected to revenue, can't go the fuck to sleep) until a real charge has gone through. They probably mainly just don't want people running shitloads of automated-test charges and issuing refunds for all of them. It may technically be against the TOS but there's no way they actually care if you run the occasional real-credentials test, especially if you don't refund it.
    - mgbmtl 4y ago
      Refunds used to be free, but for a few years now Stripe keeps the transaction fees. Although I guess doing lots of refunds would mess with anti-fraud and other systems. I just do special pricing/discounts to do a $5 transaction (too small could look like credit card fraud).
    - bigiain 4y ago
      > especially if you don't refund it. That's the trick. Let Stripe put the money into your bank account and let them think its a real sale (not a production test), then refund the money out of the bank account back to the person who's card was used instead of refunding or reversing the charge. Stripe don't need to know about that. (You also owe yourself "due diligence" in knowing that you _can_ refund or reverse charges, so you'll also do that test in production as well, but don't make it one of the first transactions you ever do in prod. I try to stretch that test out until after a 60 day window past the first few dozen real sales have gone through, under the assumption that by then Stripe (or whoever) will have seen a bunch of payments go through and not be challenged when the CC statements arrive, and that'll have sent some "probably not a new fraudulent merchant" signals into their systems.)
- apeace 4y ago
  The funny part is, I thought that if I did a bunch of real transactions and then reversed them all, that our account might get flagged! That's in addition to explaining to our investors that we ended our launch day at -$1,000 due to all the chargeback fees because some dumb developer doesn't know what a testing environment is. And in addition to the fact that Stripe recommends against you testing in that way. I did get a full end-to-end experience, in my production environment, with literally one variable changed: using the testing Stripe API key instead of the production one. I don't know, it didn't seem like a crazy way of testing at the time. When you consider that the testing environment worked perfectly, and there was no indication, whatsoever, anywhere that we would not be able to charge cards, it kind of felt like how you're supposed to do it. But clearly I was wrong :) The way you find out if your account has any issues is by charging a real card, and if it works, reversing it, and if it doesn't work, waiting a couple weeks with no information on what's going on. Lesson learned!
  - krisoft 4y ago
    > charging a real card, and if it works, reversing it Why would you reverse it? If you can’t afford to consume one unit of whatever you are selling are you really in a good place to be in that business? I guess there can be rare exceptions where the business sell only a handfull of high ticket items. But then again probably Fincantieri does not let you put your bespoke mega yacht on a card through a web transaction.
    - Aeolun 4y ago
      > Why would you reverse it? Why would you not? Stripe still keeps the transaction cost, so clearly they anticipate this happening.
    - apeace 4y ago
      We are an internet service provider and we charge a monthly fee for our service. So the real thing I would've been doing was reversing the first month's charge and then cancelling the recurring subscription. Which is exactly what I'd recommend you do if you are launching a new subscription service on Stripe!
- GrumpyNl 4y ago
  Always test your life platform, doenst matter if its payments or software, always test life, i can not emphasize that enough.
tremon 4y ago
Next time I build something with Stripe I'm curious why you would still consider them a trustworthy business partner after what happened?
- cpurdy 4y ago
  Exactly. After reading this thread, the chance that I would ever choose to use Stripe is exactly 0%. What a disaster.
- lmm 4y ago
  They might still be the best of a bad bunch. Payment processing is a de facto cartel (probably driven by it being an actual cartel at the Visa/Mastercard level).
- matiasfernandez 4y ago
  We've been moving away from Stripe and Stripe-backed (e.g. Shopify) payment gateways pretty much everywhere we can for this same reason. We only have a few integrations left connected to Stripe, specifically one with Tripleseat, which we use for our event management and have not migrated yet. Choosing Stripe has been the most costly decision we've ever made and we're not a small company nor a startup.
  - jkira 4y ago
    What payment processor did you switch to?
    - matiasfernandez 4y ago
      Our main bulk of transactions get processed with 4 different local payment providers (Accepta, Bank Tech, Dynamics Payments, and Evertec), one of which integrates with Authorize.net, which in turn integrates with Shopify as a custom gateway. For all of them, we were able to negotiate really good fees that are half of what we currently pay with Stripe. My recommendation is to look into your local providers and see if any can integrate with payment APIs like Authorize.net. These providers really want your business and care enough to at least not let you go bankrupt. The bar is low!
theflyingkiwi42 4y ago
That's how AMEX shut us our corporate credit card account overnight. We launched a new shopping cart and tested it live in production with our own AMEX card. Mind you that we used that card for over $250k a month (never a late payment) and this was a $99 charge that we simply forgot to refund. No appeal process, nothing. Caused significant short term cash flow issues. So be very careful using your own card.
- ValentineC 4y ago
  AMEX used to have major issues with consumers trying to "pay" themselves — the Singapore version put me in financial review for a PayPal transaction that I had accidentally paid to the wrong address, and was subsequently cancelled and refunded — which to AMEX looked like I was trying to "pay" myself. I don't know if that's still the case, but these days I'm wary about using AMEX on any sort of money transfer service.
demarq 4y ago
I'm surprised there is a next time. I think that's the biggest thing I see on this thread. That Stripe gets the chance of a next time. This validates what Stripe is doing to developers.
- disqard 4y ago
  "What is water?"
  - tobinfekkes 4y ago
    I just played that video at an outdoor movie night. It gives me the feels every time. Great video!
tuukkah 4y ago
Same happened to me a year ago. My customer was on a tight schedule to run a trial, and postponing the launch on the launch day because of Stripe ruined their trial.

by apeace 4y ago

mgkimsal 4y ago

> Next time I build something with Stripe I'm going to test it in production before launching I'm genuinely curious why you wouldn't have done that anyway? I pretty much always do, precisely so I can experience a full end to end user experience.

pc86 4y ago
I mean yes, shame on them for not charging themselves $1 or something in production, but still, it's insane for Stripe to have no indication on the dashboard that you're not actually able to charge real cards real money.
londons_explore 4y ago
Buying your own products inflates revenue figures (and is therefore pretty much prohibited in listed companies). Many investors don't like it either. Sure, you can do it, but you'll have to forever have a note in your accounts package saying 'this revenue isn't actual revenue'. It really upsets those who want the accounts to match up to the cent at the end of the year...
- krisoft 4y ago
  I smell a made up problem. Do you really think the CEO of Chipotle can’t buy a burrito from one of their branches without accountants getting a heart attack? They just walk in and buy one. They in their personal capacity end up richer by a burrito and some invaluable experience. The company ends up richer by the price of a burrito. If this kind of “revenue inflation” matters to anyone then either the CEO has a bad burrito addiction or the company wasn’t transacting enough anyway or both.
  - londons_explore 4y ago
    Where I worked, the CEO would walk in and get a free burrito. It's another kind of headache (technically that burrito is pay, and needs to be taxed and declared as CEO pay), but that was considered preferable to revenue inflation which is fraud rather than dodging taxes.
    - dylan604 4y ago
      This is were some fucking common sense needs to break out. If the CEO at a food chain cannot legitimately eat there like a regular customer, then we've got some jacked up bullshit regulations. If the CEO is driving to each branch and order 1000 items, then sure, that again should be common sense of something. More and more, we just keep acting dumber as "tech" is more and more engrained
    - jhugo 4y ago
      The CEO buying a burrito and paying for it with their own money because they want to eat a burrito is not revenue inflation. I can't even imagine what kind of fantasy world you would have to live in to believe this rubbish.
- imperfect_blue 4y ago
  Debit revenue, credit employee expense claims, journal entry: adjustment for test purchases made. Pretty standard, doesn't affect your numbers at all, no need to make any note in your statement (which you wouldn't have to do anyway because it'll never meet the threshold for materiality). Its not some sort of difficult accounting problem.
mtmail 4y ago
Stripe advises against that (I'm not saying it makes sense) "Do not use real card details. Testing in live mode using real payment method details is prohibited by the Stripe Services Agreement. Use your test API keys and the card numbers below." https://stripe.com/docs/testing https://stripe.com/docs/testing
- remus 4y ago
  Frankly that's a ridiculous clause. If you make a change (like switching from testing to live in the stripe dashboard) it needs to be tested, as OP's comment nicely demonstrates.
- yamtaddle 4y ago
  It's bullshit. Anyone with experience testing things in this area is 100% gonna try a real card at least after any major changes (and certainly before a launch of a new product). You aren't actually sure it's right (and so, with something so entirely connected to revenue, can't go the fuck to sleep) until a real charge has gone through. They probably mainly just don't want people running shitloads of automated-test charges and issuing refunds for all of them. It may technically be against the TOS but there's no way they actually care if you run the occasional real-credentials test, especially if you don't refund it.
  - mgbmtl 4y ago
    Refunds used to be free, but for a few years now Stripe keeps the transaction fees. Although I guess doing lots of refunds would mess with anti-fraud and other systems. I just do special pricing/discounts to do a $5 transaction (too small could look like credit card fraud).
  - bigiain 4y ago
    > especially if you don't refund it. That's the trick. Let Stripe put the money into your bank account and let them think its a real sale (not a production test), then refund the money out of the bank account back to the person who's card was used instead of refunding or reversing the charge. Stripe don't need to know about that. (You also owe yourself "due diligence" in knowing that you _can_ refund or reverse charges, so you'll also do that test in production as well, but don't make it one of the first transactions you ever do in prod. I try to stretch that test out until after a 60 day window past the first few dozen real sales have gone through, under the assumption that by then Stripe (or whoever) will have seen a bunch of payments go through and not be challenged when the CC statements arrive, and that'll have sent some "probably not a new fraudulent merchant" signals into their systems.)
apeace 4y ago
The funny part is, I thought that if I did a bunch of real transactions and then reversed them all, that our account might get flagged! That's in addition to explaining to our investors that we ended our launch day at -$1,000 due to all the chargeback fees because some dumb developer doesn't know what a testing environment is. And in addition to the fact that Stripe recommends against you testing in that way. I did get a full end-to-end experience, in my production environment, with literally one variable changed: using the testing Stripe API key instead of the production one. I don't know, it didn't seem like a crazy way of testing at the time. When you consider that the testing environment worked perfectly, and there was no indication, whatsoever, anywhere that we would not be able to charge cards, it kind of felt like how you're supposed to do it. But clearly I was wrong :) The way you find out if your account has any issues is by charging a real card, and if it works, reversing it, and if it doesn't work, waiting a couple weeks with no information on what's going on. Lesson learned!
- krisoft 4y ago
  > charging a real card, and if it works, reversing it Why would you reverse it? If you can’t afford to consume one unit of whatever you are selling are you really in a good place to be in that business? I guess there can be rare exceptions where the business sell only a handfull of high ticket items. But then again probably Fincantieri does not let you put your bespoke mega yacht on a card through a web transaction.
  - Aeolun 4y ago
    > Why would you reverse it? Why would you not? Stripe still keeps the transaction cost, so clearly they anticipate this happening.
  - apeace 4y ago
    We are an internet service provider and we charge a monthly fee for our service. So the real thing I would've been doing was reversing the first month's charge and then cancelling the recurring subscription. Which is exactly what I'd recommend you do if you are launching a new subscription service on Stripe!
GrumpyNl 4y ago
Always test your life platform, doenst matter if its payments or software, always test life, i can not emphasize that enough.

tremon 4y ago

Next time I build something with Stripe I'm curious why you would still consider them a trustworthy business partner after what happened?

cpurdy 4y ago
Exactly. After reading this thread, the chance that I would ever choose to use Stripe is exactly 0%. What a disaster.
lmm 4y ago
They might still be the best of a bad bunch. Payment processing is a de facto cartel (probably driven by it being an actual cartel at the Visa/Mastercard level).
matiasfernandez 4y ago
We've been moving away from Stripe and Stripe-backed (e.g. Shopify) payment gateways pretty much everywhere we can for this same reason. We only have a few integrations left connected to Stripe, specifically one with Tripleseat, which we use for our event management and have not migrated yet. Choosing Stripe has been the most costly decision we've ever made and we're not a small company nor a startup.
- jkira 4y ago
  What payment processor did you switch to?
  - matiasfernandez 4y ago
    Our main bulk of transactions get processed with 4 different local payment providers (Accepta, Bank Tech, Dynamics Payments, and Evertec), one of which integrates with Authorize.net, which in turn integrates with Shopify as a custom gateway. For all of them, we were able to negotiate really good fees that are half of what we currently pay with Stripe. My recommendation is to look into your local providers and see if any can integrate with payment APIs like Authorize.net. These providers really want your business and care enough to at least not let you go bankrupt. The bar is low!

theflyingkiwi42 4y ago

That's how AMEX shut us our corporate credit card account overnight. We launched a new shopping cart and tested it live in production with our own AMEX card. Mind you that we used that card for over $250k a month (never a late payment) and this was a $99 charge that we simply forgot to refund. No appeal process, nothing. Caused significant short term cash flow issues. So be very careful using your own card.

ValentineC 4y ago
AMEX used to have major issues with consumers trying to "pay" themselves — the Singapore version put me in financial review for a PayPal transaction that I had accidentally paid to the wrong address, and was subsequently cancelled and refunded — which to AMEX looked like I was trying to "pay" myself. I don't know if that's still the case, but these days I'm wary about using AMEX on any sort of money transfer service.

demarq 4y ago

I'm surprised there is a next time. I think that's the biggest thing I see on this thread. That Stripe gets the chance of a next time. This validates what Stripe is doing to developers.

disqard 4y ago
"What is water?"
- tobinfekkes 4y ago
  I just played that video at an outdoor movie night. It gives me the feels every time. Great video!

tuukkah 4y ago

Same happened to me a year ago. My customer was on a tight schedule to run a trial, and postponing the launch on the launch day because of Stripe ruined their trial.