As a company that provides both services and products to a vast array of people, we’ve come to appreciate great documentation. It allows us to serve our customers more effectively and efficiently. Plus it makes troubleshooting easier for customers to do on their own as well. A win-win situation if you ask me. So when we stumble across helpful documentation out in the wild we get excited.

Too Many Customer Disputes With Stripe

This happened recently as we were looking to iron out a few hiccups we were having with Stripe, our payment gateway. For a few months we were seeing an increase in disputes from our customers; meaning they were disputing that they had bought our plugin. They either didn’t recognize the company name on their credit card statement or they didn’t know how to contact us for a refund. Either way, it wasn’t a good situation. So we set out to fix it.

Stripe’s Documentation Showed How to Minimize Chargebacks

In that process our team came across two helpful support docs on Stripe’s site:

Product Unacceptable Reason Code

Disputes/Chargebacks 

Based on these articles we made a few very simple changes to our gateway settings. Among other changes, we added a CSV check and changed the name of the company as it appears on credit card statement. Because of these changes disputes have dropped off significantly. Which means our customers are enjoying a better purchasing experience and our support team has more time to provide excellent service in other areas. Again, a win-win situation.

It’s a good feeling to know that with the help of a few good support documents we were able to save time on support, improve our bottom line, and provide a smoother, more enjoyable experience for our customers. So kudos to Stripe and their support team for providing solid support documentation!