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.
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.
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.
These types of companies are often frauds (anything involving large amounts charged for travel, or housing of some sort). A bunch of big charges comes in, and then months later there are massive chargebacks and the company in question no longer exists. Stripe is left holding the bag. Their only option with these large charges for services to be delivered in the future is to not release funds until they are quite certain there won't be a charge back.
For every instance of what appears to be bad behavior by a payments company, consider the angle of the fraudster. They are really screwing things up for everybody.
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.
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/ ) would be 75% of $30K = $22.5K .
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.
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.
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
urda|2 years ago
pull_my_finger|2 years ago
danielmarkbruce|2 years ago
For every instance of what appears to be bad behavior by a payments company, consider the angle of the fraudster. They are really screwing things up for everybody.
pgodzin|2 years ago
dmitrygr|2 years ago
Sickening.
orf|2 years ago
jononomo|2 years ago
shrubble|2 years ago
cjcampbell|2 years ago
Hoping to @edwinwee will share the outcome for other businesses who might need to evaluate Stripe.
dvt|2 years ago
dmitrygr|2 years ago