| I received n*m copies of this email: one for each Stripe account, for each registered email. Clearly Stripe wants this, but I don't: it clashes with my worldview. I noticed the email carefully avoids the word "fraud". That's because there are existing mechanisms for dealing with that. So we're talking about legitimate customers here, not fraudsters. With my customers, the way to win disputes is to lose them. Every dispute is a chance to not completely incinerate the relationship, preserve my brand, and woo the customer back. I remember which businesses made it difficult to make things right; don't you? For consumers, just issue the refund. You lose a few bucks. For business and enterprise, why would you toss your work to an AI? You should already have someone's phone number. Call them. Your customer success team should have already been calling them. Don't let Stripe be the venue for customer relationship. The fact that you got here means you did something wrong, i.e. taking money from a fraudster, marketing something you didn't deliver, or not nurturing the relationship. Dispute is such a hostile word. A more effective attitude is deference and servanthood. |
If you make it easy for customers to reach a human, and easy for a human to issue refunds, you don't get disputes.