Not judging who is right because there is not enough information to arrive at any conclusions. But Stripe's lack of responsiveness to small business customer pains is quite evident. From initial look, PayPal stands to benefit from this fumble. Here's the twitter thread: https://twitter.com/Codie_Sanchez/status/1663182547793113090
It looks like the small business exceeded the chargeback threshold. Their money is being refunded. Agree that customer support wasnt exactly responsive though
as if paypal could execute. lol also stripe is well known for lack of customer service. nothing new here
Looked at their business and their model. No surprise their chargeback rate is high. This is standard business practice to remain in compliance w network mandates and avoid credit risk. Merchant operates in a high risk industry and has a high chargeback rate and more will keep coming in. Funds need held to pay them. It’s all in the agreements and makes logical sense.
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A lot of these stories are one-sided because regulations and laws regarding fraud prevent the payment processor from disclosing actual info. Revealing this is why the info can't be shared is also not allowed. It's stupid but it's policy in some countries atleast. About 30 days for releasing money, that's standard policy. Any transaction made by that merchant is eligible for a chargeback by the customer. If the money is released, the processor faces the losses for any chargeback. Hence the hold. https://news.ycombinator.com/item?id=32264886 is an example of a story where it looked like Stripe was at fault but Stripe couldn't disclose details until finally the OP accidentally revealed that they were indeed at fault. I have no idea about this specific case though.