gingerlime

Thanks for chiming in. I appreciate it.

That said, I don't think you're really addressing the main point on my post. There is clear evidence here of intentional fraud, yet Stripe does nothing with it.

And from what I gathered previously with my own experience, and supported by comments on this discussion, Stripe win rate for disputing chargebacks is virtually nil. I'd love to be proven wrong here if you can share your actual win/lose rate stats.

yes, until you have to walk into an air conditioned environment.

I wonder about hot environments where it rains, like tropical countries. Any tips or insights on what works best?

even if the customer claims the product never arrived?

Even when the consumer claims that they didn’t receive the product?

Yeah I totally get what you’re saying. It’s true. Still find it frustrating as a tiny merchant because it’s just too easy to get scammed and the system seems skewed against you.

> Plenty of companies don't even try to fight it, because then at least you save the $20 chargeback fee.

That’s sad in my opinion. It shouldn’t be the norm. Stripe support encouraged me to file a dispute and submit evidence but next time I prob won’t bother.

I personally find it disappointing that Stripe is in a position to do something about it but prefers the status quo that clearly allows such fraud to continue.

I’d be curious too. Previous experience at a SaaS was that we never won disputes and it was too time consuming on top, so we just ate the dispute fees and refund.

I always thought things are easier with a physical product where you have a 3rd party like DHL that proves delivery was made. But at least in my tiny sample space, that’s not enough to win the dispute.

That’s news to me. Stripe always presents it as if they’re simply a conduit and it’s all in the issuing bank’s hands. Do you have any links/info for learning more about it?

if customer fraudulently claims to their bank that they haven’t received the product, the bank files a chargeback and 3DS does not protect the merchant against it.

and that’s my complaint on the blog post. They should use these data points too.

Yeah I didn’t really go into it, but I can imagine a bank prefers to take care of their own customer than about a small merchant. I’m definitely frustrated with the whole system. But I expected at least Stripe to try to protect its own customers (merchants).

if it was stolen then I guess it’s fairly standard. Disputing specific transactions is much harder though. They ask for evidence you contacted the seller etc and make the process difficult from my very limited experience on the “other end” of the transaction.

It’s sold in 20+ countries around the world, not just Germany.

If you’re talking about premium cigars, using paper is possible but kinda ugly. The glue is similar to what rollers use when rolling cigars in the factory. It works well and fits well with the cigar smoking experience.

You don’t have to buy (my) glue. You can make your own and I even share recipes on the website. Ciglue however offers convenience with the dispenser and integrated brush and glue.

(wasn’t expecting to get into details about my product on HN but love how diverse the community is)

none of the technical measures you mentioned could work with “friendly fraud”. It was a real human with a real card with a real address with details all matching, then disputing a payment they themselves made for a product they received.

Yes most of the communication felt rather LLM assisted or generated. Though to be fair Stripe from my experience always had emphatic support and well written responses. In a way they probably set the gold standard that AI support now mimics.