At your request, Stripe may ask for your customer’s bank account information in order to provide the customer a refund for goods or services purchased with a payment method that does not allow for direct refunds.
Stripe uses the customer email address you provide in the Dashboard and through the API to facilitate the refund. Depending on your jurisdiction, you are responsible for obtaining appropriate consent to contact a customer via email before providing Stripe with this information.
If your customer cannot find the refund email in their inbox, you can ask them to check their spam folder or search for an email from the email domain “stripe.com”. The email address will be in the format “support+<your Stripe account ID>@stripe.com” (e.g., “support+acct_1234abcd@stripe.com”). We also recommend that you ask your customers to whitelist emails from “stripe.com”. More information is available here.
Stripe may access and store copies of the following financial information types from a customer’s bank account:
Account details, including account and routing number, local account identification number (e.g., CLABE (MX only))
Identity information, including email, name, Tax ID, and mailing address.
The information obtained by Stripe may vary based on the customer’s location and the original form of payment.
Stripe maintains organizational, technical, and administrative measures designed to protect financial account information against unauthorized access, destruction, loss, alteration, or misuse. In particular, all data associated with financial accounts is encrypted in transit and at rest. Because of the sensitive nature of this information, it is also protected by additional access controls, along with ongoing monitoring to prevent data misuse. Learn more about the safeguards we've put in place to protect data transfers and control access.
If you have reason to believe that your interaction with us is no longer secure (for example, if you feel that the security of your account has been compromised), please contact us immediately.
Stripe will have access to bank account information a customer provides. We'll also share the relevant details with our bank partners to enable the refund transaction.
As a merchant, you may have access to certain information to facilitate your customer service requests or questions. We will only use your customer’s data as outlined in our Privacy Policy, including to combat fraud.
If your customer prefers not to provide bank account details and/or receive a refund via a direct refund through Stripe, you (the merchant) is responsible for processing a refund using a different method.