[smca]

The power imbalance is tricky, I agree. We have to safeguard good users and restrict bad actors, all at the same time.

To your specific point around not assuming malicious intent/empowering users to take action, we're revamping the ways that we ask users for more information about their businesses. And we’ve set a higher bar for the speed to resolve these issues. In the majority of cases, we want to allow users to continue operating during this time. In the specific example of a fast growing subscription business, they would continue to operate without issue, while providing documentation to Stripe to support their growth (if they had triggered any of our fraud detection systems).

In the last three months, we’ve also reduced the rate that users contact support with Risk-related questions by 45%. So, we're encouraged by our progress but there is still lots of work to do.

[thunky]

I can't find a charitable reading of your response that makes the core issue you're replying to any less of a concern:

The problem is that accounts are just shut down, moneys are held, and there's no quick or clear communication, with customer support simply saying it's not in their control