gingerlime

8 ms·

1.
by gingerlime 4mo ago
Thanks for chiming in. I appreciate it. That said, I don't think you're really addressing the main point on my post. There is clear evidence here of intentional fraud, yet Stripe does nothing with it. And from what I gathered prev
2.
by gingerlime 4mo ago
yes, until you have to walk into an air conditioned environment.
3.
by gingerlime 4mo ago
I wonder about hot environments where it rains, like tropical countries. Any tips or insights on what works best?
4.
by gingerlime 4mo ago
even if the customer claims the product never arrived?
5.
by gingerlime 4mo ago
Even when the consumer claims that they didn’t receive the product?
6.
by gingerlime 4mo ago
Yeah I totally get what you’re saying. It’s true. Still find it frustrating as a tiny merchant because it’s just too easy to get scammed and the system seems skewed against you. > Plenty of companies don't even try to fight it, beca
7.
by gingerlime 4mo ago
I’d be curious too. Previous experience at a SaaS was that we never won disputes and it was too time consuming on top, so we just ate the dispute fees and refund. I always thought things are easier with a physical product where you have a 3
8.
by gingerlime 4mo ago
That’s news to me. Stripe always presents it as if they’re simply a conduit and it’s all in the issuing bank’s hands. Do you have any links/info for learning more about it?
9.
by gingerlime 4mo ago
if customer fraudulently claims to their bank that they haven’t received the product, the bank files a chargeback and 3DS does not protect the merchant against it.
10.
by gingerlime 4mo ago
and that’s my complaint on the blog post. They should use these data points too.
11.
by gingerlime 4mo ago
Yeah I didn’t really go into it, but I can imagine a bank prefers to take care of their own customer than about a small merchant. I’m definitely frustrated with the whole system. But I expected at least Stripe to try to protect its own cust
12.
by gingerlime 4mo ago
if it was stolen then I guess it’s fairly standard. Disputing specific transactions is much harder though. They ask for evidence you contacted the seller etc and make the process difficult from my very limited experience on the “other end”
13.
by gingerlime 4mo ago
It’s sold in 20+ countries around the world, not just Germany. If you’re talking about premium cigars, using paper is possible but kinda ugly. The glue is similar to what rollers use when rolling cigars in the factory. It works well and fit
14.
by gingerlime 4mo ago
none of the technical measures you mentioned could work with “friendly fraud”. It was a real human with a real card with a real address with details all matching, then disputing a payment they themselves made for a product they received.
15.
by gingerlime 4mo ago
Yes most of the communication felt rather LLM assisted or generated. Though to be fair Stripe from my experience always had emphatic support and well written responses. In a way they probably set the gold standard that AI support now mimics
16.
by gingerlime 4mo ago
None of the technical measures you mentioned are relevant with “friendly fraud”. And that’s exactly the problem that Stripe doesn’t solve. And doesn’t want to help merchants fight against.
17.
by gingerlime 4mo ago
100% agree. They cannot reverse the dispute. I already lost the money. I understand. But Stripe is exactly in a position to at least use the evidence I provided (in this case, the evidence included the customer clearly admitting to friendly
18.
by gingerlime 4mo ago
What do they feed into their Radar machine learning system? surely there are lots of signals to use here. I'm not saying take only my word and ban this customer forever. But they have my record as a merchant (successful charges, charge
19.
by gingerlime 4mo ago
Agree on Stripe support. They're excellent. I don't think Stripe did the right thing here. They can do better to protect their own customers.
20.
by gingerlime 4mo ago
Yeah. This case Canada. Not sure where to report but seems unlikely to do anything. Will happily report out of principle so any tips welcome.
21.
by gingerlime 4mo ago
Yeah, though this rule sounds a bit tricky. Like what if someone legitimately had their card abused. The thing that gets me is that Stripe boasts about their machine learning radar rules etc etc, but somehow can't feed it actually valu
22.
by gingerlime 4mo ago
Thank you. Haha, yes. My product is focused on cigar repair, but I know some weed smokers that use cigar glue (mine or other brands) for blunts.
23.
by gingerlime 4mo ago
Author here. What makes you think Stripe cannot do better here?
24.
by gingerlime 4mo ago
Happy to share their responses verbatim. It was a rather long back-n-forth. Here's a snippet from the latest email, which I think makes it clear that they do not use the evidence I provided: I can assure you that I will take note
25.
by gingerlime 4mo ago
No. I would have been far more upset about a vague response. I was still upset that they don't do anything about it. (it took a bit of back-n-forth to get a clear answer, but I did get a clear one. Their support is still excellent from
26.
by gingerlime 4mo ago
Yes, and Stripe could do much better to prevent it. And doesn't.
27.
by gingerlime 4mo ago
Yes. But Stripe didn't do anything to prevent the next merchant from falling into the same trap. They had all the evidence, and ignored it. That was the point I tried to make with my blog post. And yes, if it was too easy for merchants
28.
by gingerlime 4mo ago
This case was Canada. The US and I imagine Canada are known for the ease of chargebacks. My experience in Europe is that it's a very tough process to even initiate (as a consumer)
29.
Stripe is friendly to “friendly fraud”(gingerlime.com)
323 points by gingerlime 4mo ago|236 comments
30.
Stripe seems friendly to "friendly fraud"(gingerlime.com)
3 points by gingerlime 4mo ago|0 comments

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