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Comment by buf | Hacker News Reader

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.

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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.

It doesn’t scale. As soon as you start doing things that don’t scale at scale, costs soar.

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.

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

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

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.

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 @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?

You saved my project from certain death. Thank you

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