All the while the rest of us know absolutely nothing about what just happened!
What exactly is going on? What is the business model? And why does it require that these cases reach Hacker News before they are solved by @edwinwee!?
1. Tomorrow we're regrouping with the team to see how we can improve our processes to prevent a similar case from happening again.
2. We're working on a new version of the Stripe Connect dashboard right now. There will be much more detail on which connected accounts are restricted and how to resolve the issues. We want to release it soon and I think it’ll provide platforms better visibility into the state of their accounts.
It is obviously of interest to many in the community if services they might use or consider using themselves are having problems or letting their customers down. I personally have no problem with leveraging the publicity that social media affords to get a problem resolved if those services haven't got their act together within a reasonable amount of time.
However there is a serious risk of unfair or just plain incorrect reporting when one side gets to set the agenda and the other side either can't respond for legal/regulatory reasons or has their response buried among the other comments. People can be far too quick to reach for the pitchforks in these discussions before knowing all the facts and on sites with voting mechanics there is a danger of mob mentality distorting the subsequent discussion as well.
In this case it looks like Stripe probably did handle some aspects of this situation poorly (bad and people deserve to know it can happen) but are probably also taking steps to avoid screwing up the same way in future (good and people deserve to know that too). Then everyone can form their own opinions and discuss the issues but at least starting from a relatively balanced and well-informed position.
Now we're asking that to stay true to that part of the company. Not because we want to see them fail but because we want to see them succeed.
For example, OP says they've been reaching out to Stripe and couldn't really get any answers but but somehow you were able to get all of this cleared up within the day.
I get that a "regulated space" complicates things, but why was the client cleared last week and what changed? Why last time was it only shutting down a single client and this time 35% of clients? Is this done on a customer by customer basis or are there other stories out there of customers who were/are affected today by the same issue?
Lastly, when someone (a reviewer?) at Stripe shuts down an account do they notate why the account was shut down and if so, is there a reason this isn't shared (at least with frontline support)?
Exactly. This is why the whole "their hands are tied" excuse is so frustrating to me.
Why didn't your team respond to him earlier?