I understand that you probably don't have the power to directly change anything about this, but what does it even mean when a company says they're "improving how they work with businesses in situations like these".
Every time some big tech company makes promises like these, nothing really ends up changing. The emails always remain vague templates without details from a seemingly anonymous source. Companies end up changing the wording of their email templates, but that's about the only noticeable difference.
I have no doubt that a real human verified the problem and decided to send the email, but I've never seen any big company that swore their dedication to better communication actually change their policies to not make these emails look so... auto-generated. When you're ending a business relationship, even for good reason, you shouldn't come off as a robot.
Such comments on public websites always feel like damage control to me. I'm not claiming your comment is part of some specific damage control operation or anything, but I do wonder if adding that line does much for the credibility of the rest of the post. In my opinion, it adds a layer of corporate pixie dust on top of the rest of your words.
That being said, responding in public, especially in a place like HN, is a pretty brave thing to do, especially with all the other negative threads from others here, so I definitely appreciate the effort you put into this!
As somebody who helped write that email a while ago, I actually agree with you. We think the improvements we're working on will be pretty tangible—as pc mentioned above, we're not just rewriting the emails, but are working on a project to reduce these types of rejections entirely.
In this case, would that mean justuseapp's account being shut down earlier in the process? Neither your reply nor pc's seem to indicate (to me, at least) that justuseapp is likely to be reinstated and kept as a customer for a long time.
Based on my guess of what's happened (informed by working on card dispute systems), is sounds like JustUseApp have been exploiting a little loop hole in how card transaction work, which creates quite a bit of liability for Stripe if they're pushing through a significant amount of transactions.
My guess is that Stripe would work with them to tweak their product so it can work without expose Stripe to all this risk. Might result in something clunkier and harder to use, but at least it'll still work.
Every time some big tech company makes promises like these, nothing really ends up changing. The emails always remain vague templates without details from a seemingly anonymous source. Companies end up changing the wording of their email templates, but that's about the only noticeable difference.
I have no doubt that a real human verified the problem and decided to send the email, but I've never seen any big company that swore their dedication to better communication actually change their policies to not make these emails look so... auto-generated. When you're ending a business relationship, even for good reason, you shouldn't come off as a robot.
Such comments on public websites always feel like damage control to me. I'm not claiming your comment is part of some specific damage control operation or anything, but I do wonder if adding that line does much for the credibility of the rest of the post. In my opinion, it adds a layer of corporate pixie dust on top of the rest of your words.
That being said, responding in public, especially in a place like HN, is a pretty brave thing to do, especially with all the other negative threads from others here, so I definitely appreciate the effort you put into this!