Payment Processor Disputes Mega FAQ

Stripe implements rolling reserves when their automated risk systems detect potential liability. Common triggers include:

• Sudden increases in transaction volume - Processing significantly more than your historical average
• High average ticket sizes - Large individual transactions raise fraud flags
• Business types with longer delivery windows - SaaS, coaching, pre-orders, event tickets
• Chargeback rates approaching 1% - Industry threshold for "high risk"
• Industries Stripe considers "high-risk" - Even if your specific business is legitimate

Rolling reserves typically range from 5-25% of your balance and can last 90+ days. The reserve amount often exceeds your actual chargeback history significantly, which may give you grounds to challenge the amount.

Yes, under Stripe's Terms of Service, they can terminate accounts at any time for any reason. However, they still have obligations regarding your funds:

• They must release your funds within a reasonable timeframe (typically 90-120 days after termination)
• Holds beyond this period require valid pending disputes or chargebacks
• They cannot hold funds indefinitely without legitimate justification

If Stripe terminates your account, you should immediately:

1. Export all transaction data from your dashboard
2. Screenshot your current balance and any restrictions
3. Save all email communications
4. Request specific reasons for the termination in writing
5. Consider filing a CFPB complaint if they refuse to release funds

To request reserve reduction, follow this escalation process:

1. Document your low chargeback history - Calculate your actual chargeback rate and total dispute exposure
2. Request escalation to Stripe's Risk team - Standard support often cannot modify reserves
3. Provide comprehensive documentation:
   • Proof of product delivery and customer satisfaction
   • Business registration and licensing
   • Customer testimonials or reviews
   • Evidence of fulfillment processes
4. Submit a formal written request - Cite the disproportionate nature of the reserve compared to your actual risk profile
5. File a CFPB complaint - If ignored, this often triggers escalated review and faster resolution

PayPal's 180-day hold is a policy where they retain your funds for up to 180 days after permanently limiting your account. This covers their potential liability for chargebacks and disputes that may arise during the typical chargeback window.

Is it legal? While controversial, it's generally legal under their User Agreement that you agreed to when creating your account. However, you still have rights:

• PayPal must provide specific reasons for the limitation upon request
• You can appeal with documentation proving legitimate business activity
• After 180 days, they must release funds minus any valid claims or pending disputes
• State money transmitter laws may provide additional protections in certain cases

Act immediately when your PayPal account is limited. Follow these steps in order:

1. Screenshot everything - Your entire transaction history, current balance, and account status
2. Save all PayPal emails - Check spam folders too; forward to personal email
3. Request specific reasons - Through Resolution Center, demand written explanation for the limitation
4. Gather documentation proving legitimate business:
   • Invoices and receipts
   • Shipping confirmations and tracking numbers
   • Business registration documents
   • Tax returns showing this income
   • Customer communications confirming satisfaction
5. Submit a formal appeal with all documentation through the Resolution Center
6. If denied, send written demand letter to PayPal Executive Escalations:
   2211 North First Street, San Jose, CA 95131
7. File CFPB and state regulator complaints if unresolved after 14-30 days

PayPal Seller Protection has strict requirements that many sellers don't realize they need to meet:

• Ship to the address on the transaction - No shipping to alternate addresses provided later
• Use trackable shipping with delivery confirmation for items under $750
• Require signature confirmation for items $750 or more
• Respond to PayPal's requests within their timeframes (often 7-10 days)
• Transaction must be for physical goods - Digital goods and services have very limited protection

Square deactivates accounts for various risk-related reasons:

• High chargeback rates - Typically over 1% triggers review
• Processing volume spikes - Sudden increases without explanation
• Business activities outside acceptable use policy - Even unintentional violations
• Suspected fraudulent transactions - Unusual patterns or geographic anomalies
• High-risk industry types - CBD, tobacco, adult content, firearms, supplements

Square's risk tolerance is generally lower than traditional merchant accounts. As a payment facilitator, they assume fraud liability and therefore act conservatively. They often provide limited explanation, citing generic "risk" concerns.

Square typically holds funds for 90 days after account deactivation to cover potential chargebacks. However:

• They may extend holds if there are pending disputes
• Holds should not extend indefinitely without valid chargebacks
• After 90-120 days with no chargebacks, you have strong grounds to demand release

If Square holds funds beyond a reasonable period:

1. Send a formal demand letter citing the lack of pending chargebacks
2. File a CFPB complaint with specific dollar amounts and dates
3. File complaints with your state's financial regulator
4. Consider small claims court if amounts are within jurisdictional limits

Square's terms allow holds but must be exercised reasonably - holding $10,000 when you have zero chargebacks after 120 days is not reasonable.

Venmo now offers business profiles, but using a personal Venmo account for business transactions violates their terms and can result in:

• Account freezes
• Extended fund holds
• Permanent account limitations

If you've been using personal Venmo for business and your account is frozen:

1. This complicates recovery since you were technically violating terms
2. Consider converting to a Venmo for Business profile
3. Provide business documentation to demonstrate legitimate activity
4. Understand that Venmo has broad discretion to limit accounts used commercially without authorization

For frozen Venmo accounts, follow this recovery process:

1. Check your email for specific limitation reasons from Venmo
2. Verify your identity if requested - provide required documents promptly
3. Contact Venmo support through the app and request escalation
4. If business-related, consider converting to a Venmo for Business account
5. Document all transactions showing legitimate activity
6. Escalate to PayPal (Venmo's parent company) executive office if standard support fails:
   executive.office@paypal.com
7. File CFPB complaint if funds are held unreasonably beyond 30 days

Since Venmo is owned by PayPal, the same escalation paths and regulatory complaints apply.

Shopify Payments suspensions commonly result from:

• Selling prohibited products - CBD, weapons, adult content, certain supplements
• High chargeback rates - Exceeding 1% of transactions
• Mismatched business information - What you're actually selling differs from your application
• Fraud indicators - Unusual transaction patterns
• Sudden changes in business model or volume without explanation

Important: Shopify Payments uses Stripe's infrastructure, so similar risk factors apply. Suspension often comes with a reserve requirement or complete account hold.

Yes, you can appeal through Shopify's support system. Here's the process:

1. Request specific reason for the suspension
2. Gather documentation:
   • Proof of legitimate business operations
   • Low chargeback history
   • Compliance with their acceptable use policy
   • Business registration documents
3. Submit formal appeal through Shopify support

If your appeal is denied:

1. Request escalation to a supervisor or risk team
2. Send a formal demand letter for any held funds
3. File complaints with CFPB and your state attorney general
4. Set up an alternative payment processor while fighting for fund release

A chargeback is when a customer disputes a transaction through their bank or credit card company, forcing a reversal of the payment. The impact on your account:

• Fees: $20-100+ per dispute, regardless of outcome
• Chargeback ratio: Payment processors track your rate (chargebacks / total transactions)
• Threshold: Exceeding 1% typically triggers account review, reserves, or termination
• History: Even a few chargebacks on a new account can trigger restrictions

Prevention is critical:

• Clear, visible refund policies
• Delivery confirmation for all shipments
• Responsive customer service to resolve issues before chargebacks
• Clear billing descriptors customers recognize

Fighting chargebacks through representment requires compelling evidence and prompt action:

1. Gather evidence:
   • Delivery confirmation and tracking showing delivery
   • Customer communications (emails, chats confirming receipt)
   • Signed receipts or digital signatures
   • IP logs matching billing address
   • Photos of item if dispute claims not as described
2. Respond within deadline - Usually 7-14 days; missing this means automatic loss
3. Write a clear rebuttal letter explaining why the chargeback is invalid
4. Organize documentation logically - Make it easy for the reviewer
5. Address the specific reason code - Each code has different evidence requirements

Friendly fraud occurs when customers receive goods/services but file chargebacks claiming fraud or non-delivery. While technically illegal (obtaining goods through false pretenses), pursuing individual customers is often impractical.

Your options:

1. Document the fraud thoroughly - Screenshots, communications, delivery proof
2. Report to payment processor during representment
3. Ban the customer from future purchases
4. For significant amounts - Send a demand letter threatening small claims court
5. In egregious cases - Report to local police for theft (especially for higher values)

Send a demand letter when:

• Standard support has failed after multiple attempts over 2+ weeks
• Funds have been held 30+ days without clear justification
• Reserve amounts are grossly disproportionate to your actual risk profile
• You need to establish a paper trail before escalating to regulators or legal action
• You're preparing for CFPB complaints - shows you attempted resolution

How to send:

• Address to the company's legal department (find registered agent in their state)
• Send via certified mail with return receipt
• Also send via email to legal/compliance addresses
• Give 14-30 days to respond before escalating

Include these essential elements:

1. Your account information and the specific dollar amount held
2. Timeline of events and all communications
3. Documentation proving legitimate business activity
4. Your chargeback/dispute history showing low risk
5. Specific legal basis:
   • State money transmitter laws
   • Implied covenant of good faith
   • State UDAP (unfair/deceptive practices) laws
   • Breach of contract (if they violated their own procedures)
6. Clear demand with specific deadline (typically 14 days)
7. Statement of intended escalation: CFPB, state regulators, arbitration/small claims

CFPB complaints are highly effective against payment processors. Here's why:

• Companies must respond within 15 days
• Complaints become part of their regulatory record
• Patterns of complaints can trigger regulatory investigations
• Many merchants report fund releases after CFPB filings
• Free to file and doesn't require an attorney

To file effectively:

1. Go to consumerfinance.gov/complaint
2. Include specific dollar amounts
3. Provide detailed timeline of events
4. Attach copies of communications
5. Clearly describe the harm caused

Yes, small claims court is typically exempt from arbitration clauses in payment processor agreements.

How to proceed:

1. Check your state's small claims limit ($5,000-$25,000 depending on state)
2. File in your local court (usually where you live or do business)
3. Serve the company's registered agent (find through Secretary of State)
4. Prepare thorough documentation for your court date

What to expect:

• The company may not appear, resulting in default judgment in your favor
• Even if they appear, individual small claims cases can be effective
• Some processors settle before court to avoid precedent and legal costs

Most payment processor agreements contain mandatory arbitration clauses, but they have important limitations:

• Small claims court is usually exempt - Most clauses carve this out
• Individual arbitration remains available (AAA or JAMS)
• Filing fees can be significant but may be recoverable if you win
• Companies often settle before arbitration to avoid costs
• Some state laws limit arbitration clause enforceability in consumer/small business contexts

File complaints with multiple regulators for maximum pressure:

1. California DFPI (Department of Financial Protection and Innovation)
   • Where Stripe, PayPal, and many processors are headquartered
   • File at dfpi.ca.gov
2. Your state's financial regulator or banking department
   • Search "[your state] financial regulator complaint"
3. Your state attorney general's consumer protection division

Payment processors hold money transmitter licenses in each state with consumer protection requirements. Multiple simultaneous filings increase pressure for resolution.

Consider hiring a lawyer when:

• More than $10,000-15,000 is at stake - Legal fees make sense at this threshold
• You've exhausted self-help remedies without resolution (demand letters, CFPB, small claims)
• The processor is alleging fraud or illegal activity - This requires careful defense
• You need help navigating arbitration - Procedures can be complex
• You're considering class action or coordinated legal action
• Business survival depends on quick fund release - Attorney letters carry more weight

Finding the right attorney:

• Many offer free consultations
• Some handle payment processor disputes on contingency for larger amounts
• Look for attorneys experienced with fintech or payment processing disputes

Immediately preserve all of the following - account access may be restricted at any time:

• Complete transaction history exports - Download CSVs of all transactions
• All emails from the processor - Check spam folders, forward to personal email
• Screenshots of account status - Balance, restrictions, any messages
• Support chat transcripts - Export or screenshot all conversations
• Documents submitted during verification - Keep copies of everything you sent them
• Business records showing legitimate operations:
  • Invoices and receipts
  • Shipping records and tracking numbers
  • Customer communications
• Bank statements showing your account history
• Business registration and tax documents

Payment processors are licensed as money transmitters in most states, which requires:

• Reasonable handling of customer funds
• Timely settlement of transactions
• Proper notification of account issues
• Fair treatment under licensing conditions

While processors have discretion under their terms of service, state money transmitter laws provide a floor of consumer protection. Indefinite or arbitrary holds without legitimate justification may violate these requirements.

This gives you grounds for:

• Regulatory complaints to state financial regulators
• Arguments in demand letters and legal proceedings
• CFPB complaints citing money transmitter obligations

Calculate damages comprehensively for demand letters and legal action:

1. Actual funds held - The principal amount frozen
2. Lost business during the freeze:
   • Contracts lost due to inability to process payments
   • Customers churned to competitors
   • Documented lost sales
3. Additional costs incurred:
   • Emergency financing or loans
   • Alternative processor setup fees and higher rates
4. Late fees or penalties from vendors/suppliers you couldn't pay
5. Interest on held funds - Processors earn interest on your money
6. Consequential damages (harder to prove but potentially significant):
   • Business closure
   • Credit damage from missed payments
   • Lost business relationships

Document everything with receipts and records for potential legal action.

Alternatives depend on your business type and risk profile:

• Traditional merchant accounts through banks or ISOs - More stable for established businesses with processing history
• Helcim, Payment Depot, or Fattmerchant - Interchange-plus pricing, good for higher volumes
• For higher-risk industries:
  • PayKickstart (digital products)
  • Durango Merchant Services
  • SMB Global
  • Payline Data
• International options for larger volumes:
  • Adyen
  • Checkout.com

Prevent issues proactively:

1. Accurately describe your business type during onboarding - Don't understate risk factors
2. Maintain chargeback rates under 1%:
   • Clear refund policies displayed prominently
   • Easy-to-recognize billing descriptors
   • Responsive customer service
3. Use delivery confirmation and tracking for all shipments
4. Gradually increase volume rather than sudden spikes
5. Respond promptly to any processor requests or verifications
6. Keep excellent customer service to prevent disputes before they escalate
7. Maintain backup processing capability - Never rely on a single processor
8. Document all legitimate business activity - Keep records organized
9. Review your processor's prohibited activities list - Ensure compliance

Payment Facilitators (PayFacs) like Stripe, PayPal, and Square:

• Offer fast onboarding with minimal underwriting
• Assume fraud liability, making them more conservative with freezes
• Use automated risk systems with less human review
• Can terminate accounts more easily
• Best for: Startups, small businesses, testing new products

Traditional Merchant Accounts:

• Require more extensive underwriting upfront
• Provide more stable, long-term relationships
• Have dedicated account managers
• Harder to set up but harder to lose
• Best for: Established businesses, higher volumes, higher-risk industries

Higher-volume or higher-risk businesses often benefit from transitioning to traditional accounts once they have processing history.

Yes, payment processors share information through industry databases:

• MATCH (Member Alert to Control High-Risk Merchants) - Run by Mastercard
• TMF (Terminated Merchant File)

Being placed on these lists can make it difficult or impossible to get accounts with other processors for 5+ years.

Grounds for listing:

• Excessive chargebacks (over 1%)
• Fraud
• Data breaches
• PCI compliance violations
• Account closure for policy violations

If placed on the MATCH list:

1. Request written confirmation and specific reason from your processor
2. If the listing is inaccurate, send a formal dispute with documentation
3. Consider legal action if wrongly listed:
   • Defamation claims
   • Tortious interference with business relationships
4. Work with high-risk payment processors who specialize in MATCH-listed merchants (expect higher rates - typically 3-5%+ per transaction)
5. Some processors can request removal after underlying issues are resolved
6. The listing expires after 5 years

Wrongful MATCH placement can be grounds for significant legal damages. If you were listed without legitimate cause, consult an attorney about your options.