Feedback Analysis of Stripe Trustpilot Reviews - Sample Report
Feature Requests
- Users are requesting a shorter payout delay period, as the current 7-day delay is considered too long and affects cash flow management.
- Users are requesting more responsive and personalized support, especially in resolving issues related to account verification, fund holds, and refunds.
- There are requests for more effective fraud detection systems as the current Stripe Radar rules are seen as ineffective, leading to unnecessary disputes and charges.
- Users are requesting the ability to accept ACH transfers with Canadian accounts, as current restrictions prevent them from utilizing this payment method effectively.
- Users are requesting enhancements to the reporting module to make it more user-friendly and efficient, allowing for easier tracking of transactions, fees, and customer information without extensive drilling down)
- Users are requesting better chargeback insurance options, including offering such insurance without requiring a high volume of transactions, and improving Stripe's ability to defend against chargebacks on behalf of the users.
Bug Reports
- Multiple users report that their accounts have been suspended or that payouts have been paused due to repeated or unjustified account verification requests.
- Users report significant delays in receiving their payouts, with some waiting for weeks or even months despite fulfilling all requirements.
- Several users report that Stripe has frozen their funds without justification, severely impacting their business operations.
- Users report concerns regarding the security of their credit card details and fraudulent activities associated with their Stripe accounts, including unauthorized refunds and fraudulent charges.
- Some users encounter issues during login.
Likes
- Users appreciate the helpful and responsive customer support they received, which resolved their issues quickly.
- Users appreciate how easy Stripe is to set up and integrate with their existing systems, highlighting features like detailed documentation, good client libraries, and seamless onboarding processes.
- Users commend Stripe for its reliable and timely payment processing, which facilitates smooth business operations.
Dislikes
- Users are frustrated with Stripe's account suspension and fund freezing policies, which they feel are arbitrary and unjustified.
- Users report negative experiences with Stripe's customer service, citing unresponsiveness, lack of resolution, and generic or automated responses.
- Users feel that Stripe's fees are too high, particularly for small businesses and those dealing with currency conversions.
- Users find Stripe's website and reporting tools complicated and inefficient, making it difficult to manage payments and access funds.
Features That Improve Over Time
No reviews specifically mentioned Features That Improve Over Time
Features That Worsen Over Time
- Users who have used Stripe for years mention that the quality of customer support has worsened over time, becoming less responsive and less effective.
- Users have noted that Stripe has recently increased their fees, which has negatively impacted their profitability.
Competitor Comparisons
- Several users mentioned switching to or considering Square as an alternative to Stripe due to issues like poor customer service, account suspensions, and high fees.
- Users compare Stripe unfavorably to PayPal, highlighting lower fees and better reliability with PayPal as reasons for considering a switch.
- Wise is mentioned as an alternative to Stripe, especially in the context of lower transaction fees and better international payment options.
- One user mentioned switching to Klarna due to issues with Stripe holding payments and poor platform performance.