We use Stripe to process thousands of transactions per month on behalf of retailers.
There are a few hundred refunds per month for returns.
This is working fine with all banks except Monzo. Where the refund consistently shows “Declined” in the Monzo app. This worries the customer, who contacts us. We check with Stripe who find the ARN and prove that the refund, after a few does, has actually gone through.
Stripe say this is a Monzo issue. Example attached (many more where this one came from!)
@john-talbott Did you ever get anywhere with this? I work with a merchant that has just moved over to Stripe, and we are seeing customers complain about this.
It’s still reproducible today, though there are some indications maybe that it may only impact virtual card customers?
Like you, I’ve contacted Stripe and they’ve fobbed me off - explaining that it’s the bank’s fault. I’ve reached out to Monzo’s acceptance mailbox and asked if they know anything about it.
Oh, and a) this never used to happen with Braintree and b) we’ve seen it happen with Chase customers too… so I really do have my doubts that this is Monzo’s fault but who knows. Maybe the common link is different payment vs current account card details or something? I know Chase do some weird things with not printing the physical PAN on the card and then having a virtual card number for online purchases.
If you have one of these transactions on your account, you’re welcome to DM me the email address you use with Monzo and details of the transaction, and I’ll try and take a look
