Issue
How should we handle cases where a user reports a credit card charge, but one or more pieces of information they provided do not match the details in Stripe or the UI(if the org is not deleted)?
Policy
Before we can disclose any org details, we must verify ownership of the payment method. The details provided must exactly match what is on file in Stripe. We understand that postal codes and expiration dates may change over time. However, we cannot disclose any organization or billing information unless the provided details match exactly with the payment method on record.
This is required for security and data protection purposes.
Resolution
If the details match:
Locate the charge in Stripe.
Identify the associated organization.
Provide the relevant billing or subscription details to the verified user.
If the details do NOT match or the user cannot provide them:
Inform the user that we are unable to verify the charge.
Advise them to contact their bank or card provider for further investigation.
Do not disclose any organization or subscription information.
Here’s a reference ticket: https://sentry.zendesk.com/agent/tickets/172441