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Here’s what consumers have asked with answers from Stripe staff and previous consumers.
Hi Jon, I'm sorry that you're having trouble with disputes -- they can be frustrating! Unfortunately, when your customer initiates a dispute with their bank, it's the bank that begins an investigation and makes the determination on who gets to keep the funds -- and often times, they do favor the customer. This process is facilitated by credit card networks, but Stripe helps with this process by submitting evidence that you provide, such as tracking numbers. Although we can't make disputes go away, we do try our best to make them a bit easier to manage. As a bit of background on how the dispute process works, the minute that we learn about a dispute from your cardholder's bank, the funds and an additional fee are taken out of our account. In the event that you're able to win a dispute, we return the full amount of the charge and the fee to you, though the fee that we are assessed is not returned to us by the bank. We return that fee because we feel strongly that businesses shouldn't be penalized for disputes that are resolved in their favor. Because it is expensive for us to return those fees in instances were the dispute is resolved in the business's favor, we aren't able to return the fees at other times. In addition, since disputes are a forced refund by the cardholder’s bank and not a voluntary one on your part, you remain responsible for the processing fees for the initial transaction. It can be tricky for even experienced businesses to understand how to handle a dispute, so we've spent time documenting the various circumstances under which a payment can be disputed, and how best to handle each -- I'd recommend taking a look at https://stripe.com/help/disputes to learn more. Please also take a look at https://stripe.com/help/disputes#how-can-i-prevent-disputes to learn more about preventing disputes. I hope this helps shed some light on our approach here. Again, I'm sorry that dealing with disputes are frustrating. Stripe actively dedicates resources to making this problem better and, over time, go away entirely. We can certainly look into your account and these specific disputes, if you'd like, if you send us a message at https://support.stripe.com/email.
Used Stripe through Freshbooks recently. I normally just receive checks and cash from clients but due to Covid more clients want pay by Credit. I signed up for Stripe because I couldn't find WE pay on Freshbooks. Which is what we usually use other than Pay Pal. When I signed up it didn't mention anything at all about risk assessments and that I needed a social media account or that they hold on to 25% of your payment for 2 months because of a risk assessment because of what type of business. I was caught off guard! I am a general contractor custom build Finish Carpentry. I'm a small business. They have responded to me but will not close my account and give me $500 due to me. They keep saying it is to mitigate any disputes with customers who may want charge back. After 2 months they will reassess? This is BS and nonsensical as I an Bonded and insured and if a client is unhappy they call me and I work it out with them. I have savings to repay a client for any issues that may arise. After sensing documentation and telling them all this they still refuse to send MY money and close thia dreadful account! I now called Freshbooks for help and they have been great and agreed with me that this sis not seem right. I have contacted a lawyer about how they advertise the use of their service and fees and then suddenly they are emailing about risk crap. Ive never had a client request money back and my reviews are excellent and ive been in business licensed since 2014. Don't use them at all! Be careful! Good luck they can have new issue by then. I would demand your money
