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

(Stripe cofounder.)

Ugh, apologies. Something very clearly went wrong here and we’re already investigating.

Zooming out, a few broader comments:

* Unlike most services, Stripe can easily lose very large amounts of money on individual accounts, and thousands of people try to do so every day. We are de facto running a big bug bounty/incentive program for evading our fraudulent user detection systems.

* Errors like these happen, which we hate, and we take every single false rejection that we discover seriously, knowing that there’s another founder at the other end of the line. We try to make it easy to get in touch with the humans at Stripe, me included, to maximize the number that we discover and the speed with which we get to remedy them.

* When these mistaken rejections happen, it’s usually because the business (inadvertently) clusters strongly with behavior that fraudulent users tend to engage in. Seeking to cloak spending and using virtual cards to mask activity is a common fraudulent pattern. Of course, there are very legitimate reasons to want to do this too (as this case demonstrates).

* We actually have an ongoing project to reduce the occurrence of these mistaken rejections by 90% by the end of this year. I think we’ll succeed at it. (They’re already down 50% since earlier this year.)

Since most of us are mere humans don't have the ability to get your attention by a viral post, how should someone get in touch to get this reviewed and rectified if they find themselves in such a position? I mean, OP's post shows that Stripe still decided to close the account even after "further review", so simply contacting support doesn't seem to be enough.

EDIT: I see that while I was typing you replied to a sibling comment. So we should contact you directly? Can I ask why this slipped through further review, it seems like a bug like this shouldn't require contacting a founder directly by email to resolve.

You don’t have to contact me in particular — you can get in touch with anyone at Stripe. (Or even DM Stripe on Twitter.)

With regard to the last part of your comment — absolutely. This is a final recourse when the system breaks, not a part of the system that we hope you ever have to use.