[edwinwee]

Edwin from Stripe here. I'm sorry this happened. We have one bot/automated reponse, which is our first reply to say, "we've received your message and we'll get back to you soon." Beyond that, every interaction with Stripe Support is with a human. We've invested quite a lot in support this year—the team itself is larger, and each week, we now survey tens of thousands of Stripe users who've talked with our support team recently, and 4/5 say they're satisified. But it sounds like we've dropped the ball in your case, and I'd love to learn why. Would you be able to forward those emails to me at [e-mail]? (And if anyone else reading this had a similar time with us, please email me. I'd really like to help dig into each one and see what went wrong.)

[posguy]

I went around and around with support to get opted out of Stripe Capital spam emails (they claimed to opt me out, but I kept receiving emails about Stripe Capital), and in the process they broke my notification preferences causing me to get a daily batch email. When asked to undo the damage support referred me to a beta setting in the Stripe website IIRC.

Overall, terrible experience.

FYI, you need to start including unsubscribe links in your emails to be CAN-SPAM Act compliant.

[vladd]

The errors I've seen with some startups is that they rely on the unsubscribe mechanism of the mail sending platform, but then they use their customer-base emails across multiple mail sending platforms (and obviously people unsubscribe from one but they remain subscribed on the others).

Hopefully it's not the case here with Stripe (fingers-crossed)

[aaxxaab]

I’ve seen this go badly in the other direction too. Customer unsubscribes from a marketing email, but then is unsubscribed across the whole mail sending platform causing them to not receive critical updates about their account. I sadly believe that email notifications are a part of UX that is often forgotten yet always creates so much friction when done poorly.

[posguy]

Their regular platform notification emails titled "Your funds are on the way!" include no opt-out link, these were sent via Amazon SES.

The mailer platform they use for Stripe Capital spam appears to be marketo.org, and those did have an opt out link.