Comment by TomGullen | Hacker News Reader

Comment by TomGullen | Hacker News Reader

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Stripe is great, we're really enjoying using it!

I have three comments though if you're willing to listen!

- I think your customer service department (although they do a good job) the quality has gone down, I often have to now wait several days for a reply. I guess this is the inevitability of growth though. In an ideal world it'd be nice to go back to when I got same day replies :)

- We're a UK business. We take payments in EUR/GBP/USD. Like EUR, it would be nice to be able to withdraw our USD to our USD account in the UK! At the moment we're forced to withdraw it to our GBP account which is expensive.

- It would be nice to be able to hold up withdrawls. At the moment our account is flooded with lots of payments, it would be nice to schedule all payments to be weekly/fornightly or a specific day of the month. Make our accounting process a lot easier and cheaper.

Thanks for all the great work, I've been excited ever since I've started reading about you and am a big fan! (I got a tshirt on the way as well for reporting a small glitch which I'm excited to receive!)

Thanks for the feedback, Tom! I understand how the USD -> UK transfers would help; we're looking into making that an option.

For accounting, we've found that better reporting tools usually solve the need for less frequent transfers. Would one of the options at https://support.stripe.com/questions/reconciling-transfers-w... make this easier on you? Feel free to email me if not so I can understand more about your setup. Every part of Stripe should be incredibly simple, including accounting, and I want to make sure we get this right.

Re support: you're right that the replies have been slower than they should be, though that's getting better. Basically, our userbase grew massively in 2013 and our support hiring didn't keep up with it. I spend all of my time on scaling the team, and we've more than doubled the size of the team in the past couple of months. More hires are on their way. I realize our internal machinations aren't very relevant—you just care that the result is excellent—and I'd like to be clear that we're working on this. You should expect to see significantly faster replies and more ways to get in touch with us over the coming months.

While you should already be seeing improvement in this area, feel free to get in touch with me directly at michael@stripe.com anytime. I'd love to hear any other feedback, and am more than happy to help with whatever questions you have.

I'm pretty sure you can hold up withdrawals. You just cancel the automatic transfers from your dashboard then when you want to do a transfer just schedule it manually (or through the API).

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