It was 3 or 4 years ago now, and I've moved provider to Pin Payments with absolutely no regrets.
Double checked my inbox and confirmed exactly what happened (it was in Jan 2019).
- The algorithm flagged a transaction, which led to the whole account being blocked and the buyer being refunded (which confused the heck out of them, as they didn't file any complaints).
- I was sent a link to a form to fill in so the account could be verified and reinstated, but due to a computer bug it simply lead to a 404 page.
- I contacted support@stripe.com to ask where we could go from there, radio silence. I remember looking for a phone support number at the time too, but it didn't seem to exist.
While I do understand that IT failures happen, payment processing is critical infrastructure for small business owners and this level of support is/was unacceptable.
