7 ms·

I'm currently running into this but the shutdown didn't occur until I was preparing for launch this week. I've gotten some success reaching out to them on Twitt

by navd 5y ago

I'm currently running into this but the shutdown didn't occur until I was preparing for launch this week. I've gotten some success reaching out to them on Twitter but it's been a slow process convincing them that my business does not violate any of their T&C... Please let me know if you have any other tips on resolving this in a fast manner...

buf 5y ago
Apparently the answer is create a Hacker News thread, tweet about it, have your Stripe PM friends contact internal support, have your VC friends round up some internal contacts in Stripe, contact old Stripe employees... ...until a real life person from Stripe support finally gives you the time of day. Really poor process if you ask me.
- RikNieu 5y ago
  Why do all major companies act like this? Facebook, Google, PayPal, Stripe... Is this being taught in some Ivy League module somewhere? I'm genuinely baffled.
  - MattGaiser 5y ago
    It doesn’t scale. As soon as you start doing things that don’t scale at scale, costs soar.
    - busymom0 5y ago
      How many businesses are they having to "shut down without explanation" that it doesn't scale? I understand if this was something like not responding to a wrong charge/refund etc for one customer. But here we are talking about shutting down someone's business without explanation. I do not think "scaling" is the problem here. Also as someone else mentioned, as much as I love hating on Amazon, customer support is one place where they are absolutely outstanding. I have been able to reach out to their chat support and get issues resolved multiple times (refunds/item returns etc). If Amazon can scale it, then so can these payment processors.
      - afarrell 5y ago
        Sure, but people can only focus on so much at once. To achieve Amazon levels of customer support at Amazon scale, you need years of sacrificing other things in pursuit of customer service. See this Jeff Bezos interview from 1999: https://www.youtube.com/watch?v=GltlJO56S1g https://www.youtube.com/watch?v=GltlJO56S1g
  - NathanielWest 5y ago
    Because they can, they pay no price for it That's what happens when you have monopolies and politicians who are supposed to antitrust them are corrupted by them
    - aaronchall 5y ago
      They might not be paying a big price today, but they do pay a price - their reputation is damaged and when other potential customers look at who to use, they give more consideration to alternatives.
  - is_true 5y ago
    Amazon is the only big company I know that, at least, seems to care. I had horrible experiences with MercadoLibre and it's payments platform.
- navd 5y ago
  You saved my project from certain death. Thank you
- Abishek_Muthian 5y ago
  @navd @buf Was Stripe Radar enabled? If I understand right the source of the problem is that a scammer is using a stolen card to make purchase on your platforms?
edwinwee 5y ago
I'm sorry for the delays here. I've just sent you an email update. Your Stripe account's all set.
- navd 5y ago
  Thank you Edwin. I really appreciate it!
- zerr 5y ago
  Interesting, how do you check/respond for such HN posts - do you take in count the upvotes/visibility on the front page, or you just scan "Tell HN: *Stripe*" posts even with zero upvotes?
- gloves1992 5y ago
  Hey Edwin. The exact same has happened to me. Please help! I dropped you an email today.

by navd 5y ago

buf 5y ago

Apparently the answer is create a Hacker News thread, tweet about it, have your Stripe PM friends contact internal support, have your VC friends round up some internal contacts in Stripe, contact old Stripe employees... ...until a real life person from Stripe support finally gives you the time of day. Really poor process if you ask me.

RikNieu 5y ago
Why do all major companies act like this? Facebook, Google, PayPal, Stripe... Is this being taught in some Ivy League module somewhere? I'm genuinely baffled.
- MattGaiser 5y ago
  It doesn’t scale. As soon as you start doing things that don’t scale at scale, costs soar.
  - busymom0 5y ago
    How many businesses are they having to "shut down without explanation" that it doesn't scale? I understand if this was something like not responding to a wrong charge/refund etc for one customer. But here we are talking about shutting down someone's business without explanation. I do not think "scaling" is the problem here. Also as someone else mentioned, as much as I love hating on Amazon, customer support is one place where they are absolutely outstanding. I have been able to reach out to their chat support and get issues resolved multiple times (refunds/item returns etc). If Amazon can scale it, then so can these payment processors.
    - afarrell 5y ago
      Sure, but people can only focus on so much at once. To achieve Amazon levels of customer support at Amazon scale, you need years of sacrificing other things in pursuit of customer service. See this Jeff Bezos interview from 1999: https://www.youtube.com/watch?v=GltlJO56S1g https://www.youtube.com/watch?v=GltlJO56S1g
- NathanielWest 5y ago
  Because they can, they pay no price for it That's what happens when you have monopolies and politicians who are supposed to antitrust them are corrupted by them
  - aaronchall 5y ago
    They might not be paying a big price today, but they do pay a price - their reputation is damaged and when other potential customers look at who to use, they give more consideration to alternatives.
- is_true 5y ago
  Amazon is the only big company I know that, at least, seems to care. I had horrible experiences with MercadoLibre and it's payments platform.
navd 5y ago
You saved my project from certain death. Thank you
Abishek_Muthian 5y ago
@navd @buf Was Stripe Radar enabled? If I understand right the source of the problem is that a scammer is using a stolen card to make purchase on your platforms?

edwinwee 5y ago

I'm sorry for the delays here. I've just sent you an email update. Your Stripe account's all set.

navd 5y ago
Thank you Edwin. I really appreciate it!
zerr 5y ago
Interesting, how do you check/respond for such HN posts - do you take in count the upvotes/visibility on the front page, or you just scan "Tell HN: *Stripe*" posts even with zero upvotes?
gloves1992 5y ago
Hey Edwin. The exact same has happened to me. Please help! I dropped you an email today.