[edwinwee]

Edwin from Stripe here. Just to be totally clear, only a very small fraction of Stripe’s userbase is impacted by this. That said, Stripe being unavailable for even a single user is very concerning for us, and we’re fixing things as rapidly as we can. Follow this thread for updates: https://twitter.com/stripestatus/status/1561809071061155841.

[AussieWog93]

>Stripe being unavailable for even a single user is very concerning for us

And yet when my website's card payments were abruptly disabled because some opaque ML algorithm decided one of my transactions was fraudulent (in spite of the customer's own insistence that it was genuine), you wouldn't even respond to my emails.

If you want a no-bullshit payment processor that actually gives a fuck about their customers, try pinpayments.com.

[edwinwee]

Hm, we respond to emails, so I wonder what broke here. If you're still interested in narrowing down what happened to that transaction, could you email me at [e-mail]?

[AussieWog93]

It was 3 or 4 years ago now, and I've moved provider to Pin Payments with absolutely no regrets.

Double checked my inbox and confirmed exactly what happened (it was in Jan 2019).

- The algorithm flagged a transaction, which led to the whole account being blocked and the buyer being refunded (which confused the heck out of them, as they didn't file any complaints).

- I was sent a link to a form to fill in so the account could be verified and reinstated, but due to a computer bug it simply lead to a 404 page.

- I contacted [e-mail] to ask where we could go from there, radio silence. I remember looking for a phone support number at the time too, but it didn't seem to exist.

While I do understand that IT failures happen, payment processing is critical infrastructure for small business owners and this level of support is/was unacceptable.

[wswope]

> we respond to emails

Edwin, I’ve seen dozens of claims of Stripe simply ignoring complaints to [e-mail], a few in this very thread.

You even fess up to dropping one personally in this thread:

https://news.ycombinator.com/item?id=32558671

This is totally par for the course for Stripe - how on earth can you say that quote in good faith?

[bombcar]

Edwin never said they respond to all emails. Just that sometimes they do respond. To at least one. Once.

[AlchemistCamp]

> Hm, we respond to emails, so

A week ago, I emailed nkohari in regards to an issue with an API Stripe has repeatedly suggested to me via the dashboard. This is after previously being invited to email documentation questions on a previous HN thread. No replies have arrived yet.

I'll forward that email to you, also (assuming that by "we", you mean Stripe as opposed to a tax-specific team).

[Lightbody]

Seems like if you have tax collection on you’re gonna have a bad time, which is our situation.

I’m surprised only a small fraction of Stripe customers collect sales taxes.

[jhugo]

Possibly only a small fraction use Stripe Tax to automatically calculate it. If you're selling internationally it's woefully incomplete, so often not that useful.

[dogecoinbase]

You regularly post on HN to claim you're addressing people's problems with Stripe, but they then regularly post later to indicate that you've done nothing. Same with patio11. What's going on over there, guys? Are you being held hostage?

[thiscatis]

Exactly this, it’s for show to indicate what a cool down to earth company Stripe is.

[bombcar]

It's incredibly powerful damage control for the times it gets on HN's radar.

Just saying "contact me" will cover for awhile, until people start mentioning that you never get back or never get anything fixed ...

Hopefully by then you've IPO'd and exited.

[Xunjin]

I'm sorry for being the jerk, could you share some threads that proves your claim? Thank you.

[rad_gruchalski]

Do you have any medium for such updates available to those who aren’t on Twitter?

[edwinwee]

$ stripe status with Stripe CLI (https://stripe.com/docs/cli/status) or RSS: https://status.stripe.com/current/atom.xml

[rad_gruchalski]

Thank you