6 ms·

There are a bunch of factors—we look at your refund and chargeback rates, then your revenue and how much you have in your Stripe balance. For macro factors, the

There are a bunch of factors—we look at your refund and chargeback rates, then your revenue and how much you have in your Stripe balance. For macro factors, the card networks may also sense an uptick in refund requests depending on the product/service you're selling. That said, I see your email into our support team and we're taking another look at this now.

dmitrygr 3y ago
As always, why bother having real support when you can instead wait for paying customer to bitch publicly on HN? Sickening.
- orf 3y ago
  Sickening is hardly the word for a comms lead of Stripe being the first reply to a post about a customers issue, complete with some informative context and saying they will double check the issue.
  - dmitrygr 3y ago
    Are you new here? This website seems to be the only way to get human help from stripe. THAT is sickening.
    - orf 3y ago
      What would you say the percentage of the total support requests that Stripe receives per day is compared to issues raised on HN?
  - okokwhatever 3y ago
    Not the place for many reasons. As an example this discussion should not be publicly indexable whenever a customer Googles this same problem in the future. Basic Marketing and Customer Care Management.
cjcampbell 3y ago
Just wanted to say I appreciate seeing the responsiveness here. First comment on the thread even. Always better if it doesn’t reach this point, but it’s nice to know you can get a human’s attention one way or another. Hoping to @edwinwee will share the outcome for other businesses who might need to evaluate Stripe.
- dmitrygr 3y ago
  Search this website. Outcome is always the same: something resolved just this once. No procedural changes made. Stripe remains unreachable unless you get enough upvotes on HN
  - tredre3 3y ago
    The outcome isn't always the same. It's 50/50: - The poster was doing something shady and upon further investigation it turns out the situation is warranted - The poster was indeed let down by a broken support system and Stripe staff chimes in to save the day
  - x0x0 3y ago
    The outcome is not always, or perhaps even often, the same. The last time I paid attention to one of these complaints, someone was using stripe to sell cellphone accessories (and yes, at least on my Stripe application, they asked what I was selling.) After selling accessories for a while, he then used it to sell a minivan, and had a tantrum when Stripe -- quite reasonably -- said this flags all the flags, and Stripe was going to hold onto the money until they were sure things were kosher. Getting dollars before multiple months post transaction basically leaves someone holding a bag of risk, and if you act shady AF, you can't be surprised if Stripe declines to hold that bag of risk for you.
- dvt 3y ago
  You know what would be better? Maybe a support email? Or this crazy thing called a 1-800-number? The fact that Stripe de facto uses HN as their support forum and that people are lauding them for it is pretty laughable.
urda 3y ago
It's a bit horrifying it takes a disgruntled HN post and the pure chance you happened across it. It's also discomforting how comfortable Stripe employees like yourself think holding 50% of someone's earning for any amount of time is acceptable. I really don't care if Stripe is HN's baby, this is awful customer service and gives me great pause in recommending or using Stripe.
- pull_my_finger 3y ago
  I feel like these posts should be disallowed. Seems like Stripe is using HN as a free help forum, and it's customers have accepted that this is the place to go when you need to talk to a human. I don't think HN should encourage it, and I don't know why we all play along. I've seen a solid handful or two of these posts, and most of the time users aren't looking for discussion, only enough attention to get the Stripe team to act. My opinion only, obviously I sympathize with OP whose just trying to get their money and this seems to be the tried and true way to get a response, but I definitely don't think it adds anything positive to the site other than a recurring warning to other would-be Stripe customers.
  - cft 3y ago
    HN should encourage it, because startup founders read HN. They should think twice risking their business existence, after seeing this benevolent approach.
  - DANmode 3y ago
    > I don't know why we all play along Sunlight kills all infection.
    - 111111IIIIIII 3y ago
      Tell that to Edward Snowden, Julian Assange, or one of the billions of working families all over the world that everyone knows is getting f*cked over on a constant basis. Sunlight is not a disinfectant. Better to try gasoline.
    - Frondo 3y ago
jononomo 3y ago
When you hold on to someone's money for an extremely long time, do you earn any interest on that money?
- shrubble 3y ago
  Yes, since it is all going into the same bank account... $600K on 9 months at 5% (best I see is 5.25% for 1 year https://www.bankrate.com/banking/cds/cd-rates/ https://www.bankrate.com/banking/cds/cd-rates/ ) would be 75% of $30K = $22.5K .

dmitrygr 3y ago

As always, why bother having real support when you can instead wait for paying customer to bitch publicly on HN? Sickening.

orf 3y ago
Sickening is hardly the word for a comms lead of Stripe being the first reply to a post about a customers issue, complete with some informative context and saying they will double check the issue.
- dmitrygr 3y ago
  Are you new here? This website seems to be the only way to get human help from stripe. THAT is sickening.
  - orf 3y ago
    What would you say the percentage of the total support requests that Stripe receives per day is compared to issues raised on HN?
- okokwhatever 3y ago
  Not the place for many reasons. As an example this discussion should not be publicly indexable whenever a customer Googles this same problem in the future. Basic Marketing and Customer Care Management.

cjcampbell 3y ago

Just wanted to say I appreciate seeing the responsiveness here. First comment on the thread even. Always better if it doesn’t reach this point, but it’s nice to know you can get a human’s attention one way or another. Hoping to @edwinwee will share the outcome for other businesses who might need to evaluate Stripe.

dmitrygr 3y ago
Search this website. Outcome is always the same: something resolved just this once. No procedural changes made. Stripe remains unreachable unless you get enough upvotes on HN
- tredre3 3y ago
  The outcome isn't always the same. It's 50/50: - The poster was doing something shady and upon further investigation it turns out the situation is warranted - The poster was indeed let down by a broken support system and Stripe staff chimes in to save the day
- x0x0 3y ago
  The outcome is not always, or perhaps even often, the same. The last time I paid attention to one of these complaints, someone was using stripe to sell cellphone accessories (and yes, at least on my Stripe application, they asked what I was selling.) After selling accessories for a while, he then used it to sell a minivan, and had a tantrum when Stripe -- quite reasonably -- said this flags all the flags, and Stripe was going to hold onto the money until they were sure things were kosher. Getting dollars before multiple months post transaction basically leaves someone holding a bag of risk, and if you act shady AF, you can't be surprised if Stripe declines to hold that bag of risk for you.
dvt 3y ago
You know what would be better? Maybe a support email? Or this crazy thing called a 1-800-number? The fact that Stripe de facto uses HN as their support forum and that people are lauding them for it is pretty laughable.

urda 3y ago

It's a bit horrifying it takes a disgruntled HN post and the pure chance you happened across it. It's also discomforting how comfortable Stripe employees like yourself think holding 50% of someone's earning for any amount of time is acceptable. I really don't care if Stripe is HN's baby, this is awful customer service and gives me great pause in recommending or using Stripe.

pull_my_finger 3y ago
I feel like these posts should be disallowed. Seems like Stripe is using HN as a free help forum, and it's customers have accepted that this is the place to go when you need to talk to a human. I don't think HN should encourage it, and I don't know why we all play along. I've seen a solid handful or two of these posts, and most of the time users aren't looking for discussion, only enough attention to get the Stripe team to act. My opinion only, obviously I sympathize with OP whose just trying to get their money and this seems to be the tried and true way to get a response, but I definitely don't think it adds anything positive to the site other than a recurring warning to other would-be Stripe customers.
- cft 3y ago
  HN should encourage it, because startup founders read HN. They should think twice risking their business existence, after seeing this benevolent approach.
- DANmode 3y ago
  > I don't know why we all play along Sunlight kills all infection.
  - 111111IIIIIII 3y ago
    Tell that to Edward Snowden, Julian Assange, or one of the billions of working families all over the world that everyone knows is getting f*cked over on a constant basis. Sunlight is not a disinfectant. Better to try gasoline.
  - Frondo 3y ago

jononomo 3y ago

When you hold on to someone's money for an extremely long time, do you earn any interest on that money?

shrubble 3y ago
Yes, since it is all going into the same bank account... $600K on 9 months at 5% (best I see is 5.25% for 1 year https://www.bankrate.com/banking/cds/cd-rates/ https://www.bankrate.com/banking/cds/cd-rates/ ) would be 75% of $30K = $22.5K .