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Comment by jeffmould | Hacker News Reader

This response alone is why I will always recommend Stripe. The support may need support of its own, but knowing that you can get management's attention fairly easily says a lot of great things about the company and the people working there in my book.

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Yeah, except not every Stripe customer knows that the real place to get support is (apparently) Hacker News, rather than Stripe support. The fact that the official channels are non responsive but a post on HN gets an immediate response could be construed as a red flag: the company cares more about avoiding bad PR than about having good customer service.

Well, the "support" here is just much more visible than everything else that we do. We provide support over as many channels as possible: we employ full-time folks in #stripe on IRC, we monitor Twitter, we send thousands of emails every day, we're rolling out phone support, we chat with customers on IM -- and, yes, we reply on HN. Obviously nobody should have to post here, but we'll certainly respond if they do.

Fraud-related cases are particularly hard, by the way. Thousands of people try to defraud us every day. (I guess it's a consequence of being highly-visible and easy to set up.) And so the support for those cases has to be handled a little differently.

Has anyone defrauded you with a bitcoin payment yet? I assume volume is low, but out of that volume has there been any reports of fraud?

It was a genuine question?

No knock on the great work you guys have done to make Stripe easy to use and visible but I'm pretty sure thousands of people try to defraud you every day because you're a platform to transfer money. Money is a popular thing to steal.

> We provide support over as many channels as possible

Maybe that's the problem. Might be better to provide stellar support on one or two channels.

Complaining on social media shouldn't be required to get management's attention. This is damage control, not that there's anything wrong with that...

Please note that I have nothing against Stripe, dealing with money looks very challenging, and these issues are probably not easy to solve/support for each and every user.

These keep popping up and Stripe quickly intervenes after it's on HN. Why not just answer your emails in the first place?

Definitely easier than getting the attention of paypal in the past.

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