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Do you actuality have a particular issue to raise though? Why was your account shut down? > when you make a decent amount of sales they will shut down your acc
by quelltext 3y ago
Do you actuality have a particular issue to raise though? Why was your account shut down?
> when you make a decent amount of sales they will shut down your account
I mean they do give you some explanation, right? It might not be super clear (it sometimes can't due to laws) but it's not "you are now processing much volume, goodbye". That's just not in Stripe's interest at all and assuming that high volume alone is the reason is not helpful.
What happens is likely that only after a certain amount of volume review processes get kicked off. So it's perceived as some form of injustice when often the issue is fundamentally with the business or failure to comply with requirements, and other PSPs might not even let you use them in the first place.
Personally I think there should maybe be earlier vetting to avoid this (as it's bad UX for those users) but it does come at the cost of having bad initial get-started UX for the vast majority of users that can be supported.
Those won't go and complain anywhere. So really, just stating "Stripe shut down our account, bad Stripe" isn't helping anyone and it isn't helping you either because nobody will be able to give you advice.
Their support getting worse I understand. I do think there are cases that could be turned around without having to resort to social media.
- michaelt 3y ago> I mean they do give you some explanation, right? What makes you think that? Financial institutions are pretty notorious for refusing to explain or justify their 'fraud' detection and suchlike.
- j16sdiz 3y agoNot sure if it made into the final text. But some drafts of the GDPR have provisions for rights for explaination
- quelltext 3y agoSay your business is obviously identified as violating ToS, e.g. turns out to be a prohibited category, they can tell you and we've clearly seen cases on HN where explanations had been provided on account closure or asking support. There are cases like money laundering suspicions where they cannot though.
- EVa5I7bHFq9mnYK 3y agoBecause what would they say? The weight #9534 in neural cell #12956 in layer #34 exceeded value of 0.62f?
- caskstrength 3y ago> Because what would they say? The weight #9534 in neural cell #12956 in layer #34 exceeded value of 0.62f? No, obviously they would present the results of manual review conducted by humans after some ML algorithm flagged it. They do manual human review before randomly banning their customers, right? RIGHT?!
- tzs 3y agoA company could come up with a more understandable (and more actionable) explanation by running some what-if scenarios. Make small tweaks to the input to the neural net until the net stops rejecting the account, then tell the customer how those inputs differ from their actual data. For example, if tweaking the input to remove 5% of the chargebacks and the account passes you tell the customer their account was suspended for having too high a chargeback rate.
- green56 3y agoTo avoid the detection rules being circumvented by users, they won't give you any explanation, only a generalized reason. It's almost impossible for you to find out what the problem is.