This page contains information intended for customers of businesses that use Stripe. Please see the FAQ below if you have any questions about a charge or a merchant using Stripe

What is Stripe?

Stripe is payment service provider that millions of businesses of all sizes—from startups to large enterprises—use to accept payments, send payouts, and manage their businesses online.

Sometimes you might see a charge on your bank statement saying ‘STRIPE’. In most cases it is possible that you’ve purchased something from a business that uses Stripe to process their payments and the business name itself wasn’t reflected correctly on your bank statement.

I don't recognize a charge on my bank account that was made by a merchant using Stripe. What can I do?

If you notice an unknown charge saying “STRIPE” on your bank statement and you’re unsure which business has charged you, you can use our secure charge lookup tool to search for the business.

How can I get a refund?

To initiate a refund, you will need to reach out to the business directly. Stripe is unable to issue refunds on behalf of businesses using Stripe to accept payments. Read more on Stripe's privacy practice on refunds.

I don't recognize a charge and I've tried to get in touch with the merchant. How can I get my money back?

If you are unable to get in touch with the business, they are unresponsive, or you believe the business might be fraudulent, the next course of action would be to reach out to your bank for next steps. They may have recommendations for how to proceed, such as opening a dispute. Please note that Stripe is not authorized to issue a refund on behalf of the merchant.

I believe I was a victim of fraud. What should I do?

If you believe you have been a victim of fraud, you should report the fraudulent charge and file a dispute with your bank. When you file a dispute, your bank passes all relevant details to Stripe, and we use this data in our ongoing effort to combat fraud. 

I have an issue with a purchase I made or I haven't received my order yet.

If you have an issue with a purchase, wish to get an update on an order or haven't received it yet, we recommend that you first attempt to contact the merchant to resolve the matter directly. You can use the Charge Lookup Tool to find their contact details. If the merchant is unresponsive, we suggest you reach out to your bank. They may have recommendations for how to proceed, such as opening a dispute.

I have a subscription with a Stripe merchant. How can I get a refund or cancel a subscription?

If you have a recurring subscription charge on your bank statement from a business using Stripe that you would like to cancel, you will need to reach out to the business directly. Stripe is not authorized to cancel subscriptions on behalf of customers.

I disputed a payment. When will I get my money back?

When a card issuer creates a dispute on your behalf, the card network (Visa or Mastercard, for example) immediately debits Stripe for the disputed amount. From that point forward, it's up to the card issuer to decide when they return funds to their cardholder.

See: When a customer disputes a payment, when will they receive the funds back?