[thewebcount]

To maybe add some constructive criticism to this thread, you say that you want to make sure that people have fewer bad experiences with Stripe. There is a common thread to each of these posts which neither you nor any of the other Stripe employees who post here ever seem to address. Namely, that it’s impossible to reach a human being who a) listens to what the actual problem is and b) can actually take any meaningful action to fix it. Several people have mentioned emailing your support and getting nonsensical replies back that have nothing to do with the question they asked or incident they referred to. Perhaps you have something broken in your support ticket routing and don’t realize it? Or perhaps your support people are not incentivized to do a reasonably good job? Or maybe you are relying too heavily or in the wrong places on automation? You can say that “uniformly good support at scale in a highly adversarial environment with very financially-motivated actors is not easy,” but that is what you signed up for when you decided to process payments. You’re basically stating that “the hard job we agreed to do is hard.” It’s unhelpful. You say you’re “pretty confident that we can make a lot of progress,” but if that were true, how did you get to where you are? What you’ve tried appears not to be working very well for a fair number of people, so maybe you should be less confident.

[johnhaddock]

Agree - there's multiple problems to solve (a) make incorrect actions exceedingly rare (b) correct them quickly (c) give people who reach out about them substantive help. Have major initiatives underway to improve on all 3. We're furthest along on (a), more to share soon. Interaction of (b)(c) is particularly complex, as we find the right way to make high-stakes decisions while being responsive to people asking for help (especially as we do the work to differentiate good and bad actors).

[thot_experiment]

I'm not sure what the disconnect here is, I'm pretty sure the answer is uncomplicated. You hire support people and train and pay them well. I get that this isn't some sort of sexy tech solution but like, that's what we want as customers. I don't really care about any of this crap, nobody cares. We want two things from you, we want to charge people's credit cards, and if something goes wrong we want to be able to TALK TO SOMEONE to get it sorted.

This is not hard. The thing we want is the confidence that if something goes wrong we'll be able to talk to someone who can help sort it out.

The uncertainty is the problem. You are not doing a good job of making me feel like you understand that.

[draebek]

How much more are you willing to pay for being able to reach a human? I don't know what Stripe's fees structure is typically, maybe put it in terms of a percentage on transactions? An additional 1% on transactions?