Stripe banned us for payment disputes but we never had a single dispute

Edwin from Stripe here. (OP, I've just sent you an email and we can talk more over there—I'm terribly sorry for the trouble.) I can't get into too many specifics about an individual business publicly, but unauthorized charges have high potential to be disputed in the near future—and while Stripe itself doesn't have a dispute threshold, the card networks require businesses to keep disputes low.

Although that email in the post was admittedly a template, a human did review the transaction activity and actively sent the email. We're digging more into exactly what happened here to prevent the confusion from happening again. Over the past few weeks, we've been overhauling how we work with businesses in situations like these and are rolling out some meaningful improvements soon.

I understand that you probably don't have the power to directly change anything about this, but what does it even mean when a company says they're "improving how they work with businesses in situations like these".

Every time some big tech company makes promises like these, nothing really ends up changing. The emails always remain vague templates without details from a seemingly anonymous source. Companies end up changing the wording of their email templates, but that's about the only noticeable difference.

I have no doubt that a real human verified the problem and decided to send the email, but I've never seen any big company that swore their dedication to better communication actually change their policies to not make these emails look so... auto-generated. When you're ending a business relationship, even for good reason, you shouldn't come off as a robot.

Such comments on public websites always feel like damage control to me. I'm not claiming your comment is part of some specific damage control operation or anything, but I do wonder if adding that line does much for the credibility of the rest of the post. In my opinion, it adds a layer of corporate pixie dust on top of the rest of your words.

That being said, responding in public, especially in a place like HN, is a pretty brave thing to do, especially with all the other negative threads from others here, so I definitely appreciate the effort you put into this!