[caitb]

We were in touch with OP over email before this post was made.

We know that confirming we review cases posted here provides an incentive for bad actors to post.

We wish that weren’t the case–but we do pay attention to both internal case reviews and to any public complaints where users are having a bad day (or, in some cases, profess to be having a bad day).

[lucas_adlp]

The only people that were in touch with me were support agents that were repeating what was said in the automated notification about payments being issued to customers after.

To me it looks like it took this post, a reddit post and Twitter mentions to get someone above the "normal" support to look into the matter, and put the automated refunds on pause while you investigate the case for a third time.

Nothing personal against you, but when almost 150k is held from us, and then decided by what seems to be a robot to refund all of these payments within 5 business days (although we've given you tracking numbers on the very first manual reviews where issuing refunds weren't even a topic) I hope it's quite clear that we're not professing to have a bad day, but rather that were acting in urgency to get fairly treated.

I'm not one to post on social media / publicly about my business generally, but when this is the only way to get your attention and I have roughly €250k euros at stake, what else should I do?

Hopefully we can resolve this (in a way where neither of us loses any money), without me having to take legal action against Stripe.

[anenefan]

Do not fret. Most people who've received what they've expected to purchase will contact you to find a new means to submit any moneys. Not all will, but say 140000 euro, and items in the hundred range that shouldn't be more than 1400 purchases. This might seem like a big task, but a few days work communicating is well worth it. Yes you might end up losing some money, but some remuneration (most) is better than none. The only foreseeable problem are continuation of the online store for new orders and if you have stock that needs to be shifted soon due to renting storage space.

By the way, quoting tracking numbers would mean little to any processing company, because they tend not to accurately reflect customers who have their goods. I've been in that boat and burned a couple of times myself, one instance by a large apparently respectable phone company.

[4ggr0]

Well yeah, OP mentioned that he was in contact, but that your solution of freezing their funds for that pretty long time frame was really weird to them. They tried to prove with tracking numbers, which apparently didn't work.

You now promise to look into it, why was that not possible before this post was created?

> We know that confirming we review cases posted here provides an incentive for bad actors to post.

That could be. Going through the comments in this thread I can read lots of complaints about Stripe Support. Maybe a significant part of the problem is internal instead of the mentioned bad actors.

But, I'll give Stripe the benefit of the doubt, that this new account which complains about an issue without wanting to go into detail about what they're selling is maybe not telling the whole truth. This still doesn't negate the fact that there have been a lot of posts about Stripe on here which were suddenly resolved after posting them.

And of course this is not meant against you personally, but towards Stripe as a business.

EDIT: See OPs response...