Stripe customer here. I recently had to deal with a credit card dispute, which we all loose. I asked them why. They gave me a general reply on SEPA disputes, which was actually good, since I noticed that most of our disputes, spawning over months are about SEPA.
My reply to them, from the 1st of October (answer pending at the 9th of October):
SEPA:
We used to issue SEPA on our own via XML directly with the bank for 5 years. I know how it works.
At Stripe: Is there a differentiation between failed (bounce, not enough money on the bank account) and a dispute (return the money please) from your side with SEPA? With our SEPA payments at Stripe I can see disputes, but no fails. Why? In our previous practice I saw some fails (bounces, (charge-backs)) but rarely any disputes. Please explain.
Credit Card dispute form:
The problem I have is more about the general dispute form. The questions asked do not apply to our business. You ask for:
A signature from the client.
Of course there is none. This is a B2B web service.
When was the customer presented with the cancellation policy
While signing up. Like with your service, there are terms you need to check but never read. We provide a date string and then what?
Why was the service not cancelled
Why do you ask me that? Ask the client. The client did not cancelled. Service cancellation is automated via Dashboard when the client clicks certain buttons.
Supporting server logs.
We don't keep logs that long for privacy GDPR, also such things are not logged in ways humans can identify.
This dispute:
https://dashboard.stripe.com/payments/pi_…
What's the purpose for me filling these forms when we always loose them anyhow? Shall I rather accept the disputes to stop wastingly time? What is the acceptance criteria for a dispute. I understand that this send by you to the banks but I hope you can still shine some light on it.
Thanks!
In general I am happy with Stripe. We have been with WireCard before. That was bad, even things were still working.