While this doesn’t happen often, we occasionally get an angry customer who threatens to sue us or is plain mad because Stripe has flagged or disabled their account and is holding their money.
Most people should complete the Stripe-requested steps instead of getting upset, but Stripe can change their requirements anytime, which often causes confusion and anger. This can be expected to some degree.
First, consult the excellent AM doc Practical Guide to De-escalation and Conflict Resolution.
Second, while it won’t apply to all situations and should only be considered a guideline (do not copy and paste!), this response to a ticket serves as a great example of the advice in the guide linked above.
Hello Customer Name,
My name is Spencer, and I am the Product Manager for WP Simple Pay.
I’m sorry you are experiencing this issue with Stripe holding your funds while your account is being verified. I understand your frustration and the daunting idea of having such a large amount of money inaccessible.
WP Simple Pay is a “connector” plugin that facilitates transactions between your website and Stripe. We do not hold your money or control how your payouts are handled in your Stripe account.
WP Simple Pay cannot dictate how Stripe handles or assesses your use of its services, and you are bound by their terms of service when using their services to collect payments. This is similar to PayPal, which has its own usage terms. Like Stripe, it also will have a list of restricted/prohibited businesses and transactions it does not allow:
https://stripe.com/legal/restricted-businesses
https://www.paypal.com/us/legalhub/paypal/acceptableuse-full
As my colleague stated, Stripe may have inaccurately flagged your account after receiving such large transaction amounts when your account does not have a long history of doing so. If your payment acceptance does not break any of Stripe’s rules, there should be no reason the funds will continue to be held.
If you visit https://dashboard.stripe.com/account/status you will be provided with a list of steps to verify your account and resume payments and payouts on your account. It will look similar to this: https://a.supportally.com/i/Ah7eXC
If you have further questions regarding your Stripe account, you must contact Stripe directly: https://support.stripe.com/ — I am confident Stripe will help you resolve this issue.