Hm, we respond to emails, so I wonder what broke here. If you're still interested in narrowing down what happened to that transaction, could you email me at edwin@stripe.com?
Double checked my inbox and confirmed exactly what happened (it was in Jan 2019).
- The algorithm flagged a transaction, which led to the whole account being blocked and the buyer being refunded (which confused the heck out of them, as they didn't file any complaints).
- I was sent a link to a form to fill in so the account could be verified and reinstated, but due to a computer bug it simply lead to a 404 page.
- I contacted support@stripe.com to ask where we could go from there, radio silence. I remember looking for a phone support number at the time too, but it didn't seem to exist.
While I do understand that IT failures happen, payment processing is critical infrastructure for small business owners and this level of support is/was unacceptable.
Edwin, I’ve seen dozens of claims of Stripe simply ignoring complaints to support@stripe.com, a few in this very thread.
You even fess up to dropping one personally in this thread:
https://news.ycombinator.com/item?id=32558671
This is totally par for the course for Stripe - how on earth can you say that quote in good faith?
A week ago, I emailed nkohari in regards to an issue with an API Stripe has repeatedly suggested to me via the dashboard. This is after previously being invited to email documentation questions on a previous HN thread. No replies have arrived yet.
I'll forward that email to you, also (assuming that by "we", you mean Stripe as opposed to a tax-specific team).