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by phphphphp
1270 days ago
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The cost of fraud far exceeds the cost of losing one customer. The cost of losing dozens of customers costs more than prioritising someone’s issue. I have no insider knowledge of Stripe but I find it entirely plausible that Stripe will forever have cases like this. Serious fraud could cost Stripe hundreds of thousands, potentially even millions, and so there will always be cases that are out of the ordinary and don’t fit into the already defined processes. If you’re a low level employee, you do not want to take decisive action that costs Stripe a million dollars. Stripe grows, fraud grows. Fraud is a cat and mouse game: the question should be, is Stripe effectively solving previously encountered problems? Given how much Stripe has grown, and how relatively consistent the number of complaints are, I’d say Stripe is doing a very good job. I am sure Stripe could do a better job at handling these cases that fall through the cracks, but that’s a separate issue, because it ultimately comes down to having someone to take accountability and ownership of the risk. A month turnaround on this is totally reasonable. |
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But it was only resolved because of a post on HN. I would agree with you if Stripe actually had a way to escalate and resolve issues without making public posts on social media. Without HN's help, this issue would not have been fixed.
I get that stripe doesn't trust whatever subcontractor they use to answer the phones. But that person should be able to say "Yeah, shits fucked, I'll escalate the ticket to someone who can actually help".