julianbarrellphilanthropy

[viral swan]

Hi, let me help you with this.

What would you like to discuss?

[nocturne grove]

Firstly we wanted to alert you to the sudden volume as last year called us soon after we started. Its an online video game fundraiser with millions of viewers. There will be around 50k+ transactions through Stripe over the next 2 weeks, up to half of them tonight/this weekend. 99% will be for £35 as that's our ask level

*last year you called us to check all was legit

[viral swan]

I would suggest reaching out to support. But I am not sure if they will be able to react quickly enough: https://support.stripe.com/?contact=true

[nocturne grove]

Secondly, we wanted to discuss refund requests. Every £35 donor receives a reward in the form of an email with a download link from which they can access free video games. Last year, some claimed not to receive the email and requested a refund, but the email would be in their junk folder or they had misspelt it when providing it to us. We want to deal with such cases by proving we sent the email rather than giving a refund.

I emailed support a week ago but did not hear back. I can try them again...

[nocturne grove]

I emailed them last week but did not hear back

[viral swan]

So what's the question exactly?

[nocturne grove]

Can we avoid you refunding any refund requests if we can prove we sent the email? Or can you consult us before making any refunds? Last year you refunded many people we know had received our email and should not have been refunded

[viral swan]

I'm here consulting on technical/API integration questions, I can't help you much beyond that, unfortunately. It's best to talk to Support about this: https://support.stripe.com/?contact=true