[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?