Stripe's APIs and customer support makes the platform a joy to work with
Anonymous | TrustRadius Reviewer
September 19, 2019

Stripe's APIs and customer support makes the platform a joy to work with

Score 10 out of 10
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Overall Satisfaction with Stripe

We use Stripe to run our payment processing infrastructure. We're small, so as much as possible we've offloaded the work and logic of subscription, billing, invoices to Stripe. Stripe provides all of the pieces of how we bill our customers.

We further pipe their data to a couple of other places which provides us with additional insight and analysis into our customer behaviour, financials, etc.
  • Documentation: Stripe is extensively well-documented, with thorough docs on both the high-level components of their system, as well as best-in-class API documentation.
  • Customer Support: Stripe has great, responsible customer support. Their front-line CS is remarkably willing to dig into an issue and look for out-of-the-box solutions when a specific feature or use-case isn't quite supported.
  • Reliability: Stripe has given us every reason to trust their platform, which has been extremely stable and robust in the years we've been using it.
  • Currency conversion: Stripe's currency conversion options (for transferring payouts) are not great, and that means that we've had to find another solution given what Stripe charges.
  • Tax calculation and remittance: Stripe has been making major strides on this lately, but it's a big piece of the puzzle for many companies and they're not quite there yet; including that in the platform would be a massive win for their user-base.
  • Radar: Stripe's anti-fraud machine learning tech is quite cool, and likely operates mostly out of sight, however when they surface possible warnings, they often come with so little information or context that they're nearly impossible to act on.
  • Stripe's anti-fraud mechanisms and support during the dispute process has meant that our instances of fraud or disputes are incredibly low – far below the industry average.
  • Stripe's emailed invoice features have allowed us to offload a lot of the work of emailing and hosting receipts for our users, which has saved us time and money.
  • Stripe's great customer support has saved us valuable time when an issue crops up that we need to troubleshoot.
Stripe's support is nearly perfect – great attention to detail, fast response times, and a willingness to really dig into issues and get to the bottom of them.

In the five years we've been using Stripe, the only negative thing I can say about their customer support is that it seems like there has been a slight shift to less technical front-line support agents, which means it's more likely your issue will have to be escalated before you get more information. This, however, has happened as Stripe rolled out more real-time support features like call and chat, and that really isn't workable if you're escalating everything right off the bat. It's absolutely an acceptable trade-off.

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Stripe handles essentially all of your payment infrastructure for you – with little additional logic needed by you, and over the past few years they've significantly built out their additional features for things like invoicing, emailed receipts, etc. Stripe's initial selling point for us was their powerful and well-documented APIs, which, when coupled with their great technical support, has kept us happy over the years.

I'm less familiar with what it looks like to try to make use of Stripe without integrating with them via API; I get the impression that they similarly support manually entering and processing payments, however I can't speak to what that process is like or how it compares to the competition.