Stripe may have a billion dollar valuation, but their support process is still very immature.
You have two choices: 1) go to IRC, where they only answer technical integration questions, or 2) firing an email into the black hole that is [email protected], and crossing your fingers that someone will respond within 2-5 days.
We've been burned several times by how slow they are to fix payment problems. You send an email to [email protected], and then the waiting begins.
For a service that is critical to the day-to-day functioning of a small business, their support process is unacceptable. When a critical payment issue arises, there is no phone number to call and no ticket escalation process to let you know that your issue is being worked on. We finally moved off Stripe because their support process added too much risk to our business.
I know Stripe gets a lot of love from this community. But these SV businesses need to learn that customer experience goes deeper than having a flashy UI and easy-to-read integration docs.
You have two choices: 1) go to IRC, where they only answer technical integration questions, or 2) firing an email into the black hole that is [email protected], and crossing your fingers that someone will respond within 2-5 days.
We've been burned several times by how slow they are to fix payment problems. You send an email to [email protected], and then the waiting begins.
For a service that is critical to the day-to-day functioning of a small business, their support process is unacceptable. When a critical payment issue arises, there is no phone number to call and no ticket escalation process to let you know that your issue is being worked on. We finally moved off Stripe because their support process added too much risk to our business.
I know Stripe gets a lot of love from this community. But these SV businesses need to learn that customer experience goes deeper than having a flashy UI and easy-to-read integration docs.