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Stripe & Chargebacks Experience

Aug 5, 2020 2:32 PM
Joined Aug, 2019 24 posts

Hey All,

We are in the process of seeking a new processor. In the meantime. Does anyone here currently work with Stripe? We do and their customer service is not the best. We have had some recent charge backs where the traveler cancels and based on our cancellation policy they would receive partial or no refund. Every time we submit our documents it has not been in our favor. Is there something that we might be missing on our end to stop this from happening. I know they seek specific information and criteria. We feel like we have everything covered on our end through the checkout process but something is lacking. The rental agreement is there, our policy is in the listing. We understand that this has to do with the credit card holders bank. We are hoping that others may have experience with this and could shed some light? Thanks

Longboat key
Sep 1, 2020 10:36 PM
Joined May, 2012 1 post

Hi, I am currently in the same situation as you with stripe. I had a chargeback which I lost and should have won. After weeks and multiple emailsto them and Visa, I have some information. First of all with stripe we are under their merchant account therefore stripe can either further the chargeback or accept it. So once they get notification from the bank they accept it and do not ask if we want to continue fighting this. In my case if they would have not accepted it the chargeback would continue to a higher process with the bank. So now I'm stuck with a chargeback that should have not been accepted. I am trying to get visa to investigate this but can't get anyone to tell me the process. Stripe is worthless and I'm looking to find a new merchant account. Have you found one???

Nov 15, 2020 10:03 PM
Joined Sep, 2019 79 posts

I am told that after COVID getting banks or anyone to underwrite lodging businesses is much more difficult. As you mentioned for STRIPE you actually process under their "blanket" and they get to set a lot of the rules...and get to charge a premium price for allowing you to use process through them.

I would suggest you check with your local bank where you have an established relationship as they are more apt to work with you. You could then connect with a payment gateway like Authorize.net (they work with tons of the processors) and still have integrated OR credit card processing and likely at a less rate that the 2.9% and per transaction fee that Stripe charges... (I also think I just heard that they (Stripe) are now going to hold your money for 14 days before they pay you because of the increase in chargebacks.)