Stripe Billing Review
September 13, 2016

Stripe Billing Review

Vinay Bhagat | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with Stripe

We use Stripe Billing to collect subscription fees from our clients on a daily basis. The entire organization uses Stripe, and it helps us collect payments, track the billing status of users, and flag failed accounts.
  • Stripe attempts to bill clients multiple times, so if the initial attempt to collect payment fails, they keep trying. Often payment is collected on the 2nd or 3rd try. This ability to re-try billing attempts with the same user on a monthly basis increases the overall amount we collect in payments.
  • It is easy to search for customers using Stripe- type in the first few letters of the subscriber's name and they immediately appear. It's a simple feature, but very useful when fielding customer service calls.
  • Stripe does make it easy to create new coupon codes or issue partial or total refunds.
  • Customer Service for Stripe billing is lacking. Their customer service reps do not carefully read emails, and often provide very generic, "cut and paste" replies to very specific questions. This can occur multiple times while trouble shooting. They also wait too long to respond to queries (over 1 day sometimes).
  • Stripe does not offer phone support- even in the case of an emergency. The lack of any human contact whatsoever is distressing, and in some cases, frightening.
  • Stripe is a bit pricey.
  • Positive: Overall I believe we've collected more monthly recurring charges from subscribers.
  • Positive: It's been easier to perform basic customer service tasks like cancelling subscribers quickly or issuing refunds.
  • Negative: Slow impersonal customer service has often sent us panicking during a crisis, and made us turn to hiring web developers to try and resolve issues that were not related to web code - so whatever gains we've made in collections have been negated by costs incurred when trying to compensate for poor customer service.
  • Chase Paymentech
Our firm switched to Stripe because it came highly recommended by our developer. Apparently Stripe APIs are easily integrated into websites to provide all sorts of billing technology. And we are fond of their ability to attempt to collect payments from individual subscribers multiple times. However, Chase Paymentech did offer personal customer service that was quite stellar. As our company grows there is simply no way we can function without the ability to talk to someone in the case of an emergency.
If you don't care about personal customer service, and don't think of your online billing operation as "mission critical" then Stripe may just be the right provider for you. But if you demand to talk to a human being in the case of an emergency, then I would not recommend this provider at all. Their lack of personal customer service during emergencies presents too high of a risk for our organization, and eventually we will have to find another provider due to the risk and exposure we face without any contingency plans if/when our billing experiences problems.