Notifications réglementées Issuing destinées aux clients
Comprendre comment envoyer des notifications réglementaires à vos clients.
Pour se conformer aux lois applicables, les plateformes Issuing doivent envoyer des communications aux clients lors de certains événements déclencheurs. Ce guide vous explique comment Stripe vous aide à rester en conformité en envoyant, le cas échéant, des notifications correctement formatées.
Stripe propose une solution sans code pour envoyer des e-mails de conformité en votre nom. Nous vous recommandons cette option, car elle vous permet de rester en conformité automatiquement.
Stripe surveille les événements nécessitant une notification client et envoie un e-mail en votre nom au compte connecté.
Prévisualiser et envoyer des e-mails de test
Vous pouvez prévisualiser nos modèles d’e-mail et envoyer des e-mails de test pour vérifier que votre marque et vos adresses e-mail fonctionnent comme prévu.
Dans E-mails, cliquez sur Prévisualiser et personnaliser pour afficher les modèles d’e-mail d’information Issuing, puis cliquez sur Envoyer un e-mail de test. Les notifications Issuing s’affichent sur cette page uniquement pour les plateformes Issuing aux États-Unis.
Confirmer vos paramètres de marque
Tous les comptes connectés qui reçoivent des messages Issuing voient le nom, l’icône et les couleurs de votre entreprise dans les e-mails d’information. Pour gérer ces paramètres de marque, accédez à vos e-mails, cliquez sur Personnaliser l’image de marque et vérifiez que les informations sont correctes.
Confirmer l'adresse e-mail de votre service de support et configurer votre domaine de messagerie
Lorsque Stripe envoie un e-mail en votre nom, nous utilisons l’adresse e-mail de votre service de support comme adresse de réponse. Vous pouvez configurer ceci dans vos paramètres des informations publiques.
Par défaut, Stripe envoie les messages Issuing depuis card-issuing-notices@stripe.com, en affichant le nom de votre entreprise (par exemple, Rocket Rides card-issuing-notices@stripe.com). Vous pouvez envoyer des e-mails depuis votre propre domaine de messagerie, mais vous ne pouvez pas modifier l’adresse locale (par exemple, card-issuing-notices@votredomainepersonnalisé.com).
Vérifier les informations du compte connecté
Stripe envoie les avis à l’adresse e-mail du compte connecté enregistrée sur Stripe. Si le compte connecté dispose d’un utilisateur principal ayant accès au Dashboard Stripe, nous envoyons un e-mail à cette personne. Dans le cas contraire, nous l’envoyons à l’adresse e-mail du compte (le cas échéant) ou à l’adresse e-mail du représentant.
Pour afficher les notifications envoyées par Stripe à un compte connecté, accédez à la page Activité de ce compte dans votre Dashboard et recherchez la section E-mails envoyés à ce compte.
Événements nécessitant un avis destiné aux clients
Les événements déclencheurs décrits ci-dessous nécessitent une notification destinée aux clients.
Modèles d’e-mail d’avis Issuing
Stripe utilise les modèles ci-dessous pour envoyer des e-mails à vos utilisateurs en fonction des événements qui les déclenchent. Vous pouvez prévisualiser chaque modèle dans les paramètres de communication en cliquant sur Prévisualiser et personnaliser. Personnalisez le nom et le logo de votre plateforme en cliquant sur Personnaliser l’image de marque.
Si vous avez configuré votre domaine de messagerie personnalisé, Stripe supprime automatiquement le texte en italique dans chaque modèle. Ce texte est inclus lorsque l’e-mail est envoyé depuis card-issuing-notices@stripe.com.
Dispute submitted
Subject: A dispute has been submitted on your behalf by <Your platform name> Preheader: Your dispute has been received <Your platform logo> Hello <Account merchant name>, We’ve opened a dispute case for a recent transaction of <Transaction amount> <Transaction currency> at <Transaction merchant name> on your <Your platform name> card ending in <Card last 4>. If you don’t recognize this charge and suspect this card has been compromised, cancel the card immediately. Disputes are submitted to the card network for a final decision, which might take up to 90 days. You receive an email when a decision has been made. Please contact <Your platform name> support with any follow-up questions. You can reply to this email, or contact <Your platform support email>. — *Stripe and* <Your platform name> On behalf of <Bank sponsor name> *This email was sent by Stripe for your account with* <Your platform name>, Account ID: <Merchant account ID> |
Dispute lost
Subject: Your recent <Your platform name> card dispute was lost Preheader: The dispute decision from the network and processor is final. <Your platform logo> Hello <Account merchant name>, Your recent transaction dispute from your <Your platform name> card ending in <Card last 4> was resolved in the merchant’s favor. The dispute decision from the network and processor is final. Transaction summary: Dispute reason Loss reason <Dispute loss reason description> Merchant name Date Total <Transaction amount><Transaction currency> Please contact <Your platform name> support with any follow-up questions. You can reply to this email, or contact <Your platform support email>. — *Stripe and* <Your platform name> On behalf of <Bank sponsor name> *This email was sent by Stripe for your account with* <Your platform name>, Account ID: <Merchant account ID> |
Dispute won
Subject: Your recent <Your platform name> card dispute was lost Preheader: The dispute decision from the network and processor is final. <Your platform logo> Hello <Account merchant name>, Your recent transaction dispute from your <Your platform name> card ending in <Card last 4> was resolved in your favor. A credit for <Dispute amount> <Card currency> has been applied to your account. Transaction summary: Dispute reason Merchant name Date Total <Transaction amount><Transaction currency> Please contact <Your platform name> support with any follow-up questions. You can reply to this email, or contact <Your platform support email>. — *Stripe and* <Your platform name> On behalf of <Bank sponsor name> *This email was sent by Stripe for your account with* <Your platform name>, Account ID: <Merchant account ID> |
Account closed by Stripe for Inactivity
Subject: Your physical or virtual cards from <Your platform name> have been deactivated Preheader: Your account has been inactive for more than a year <Your platform logo> Hello <Account merchant name>, We’re writing to let you know that any physical or virtual cards issued to you through <Your platform name> have been deactivated due to inactivity, and we’ve paused your ability to create new cards with <Your platform name>. You’re receiving this email because your account allowed you to create physical and/or virtual cards, but you haven’t made any card transactions in more than a year. Please contact <Your platform name> support with any questions, or to restore your account’s ability to create new cards. You can reply to this email, or contact <Your platform support email>. — *Stripe and* <Your platform name> *This email was sent by Stripe for your account with* <Your platform name>, Account ID: <Merchant account ID> |
Account closed by Stripe for not providing business model clarification
Subject: [Important] Information needed for your account with <Your platform name> Preheader: We need more information about your business <Your platform logo> Hello <Account merchant name>, We’re writing to confirm that as of today we have disabled your ability spend on active cards on your account, as we did not receive a response to our recent request for additional information about your business and its use of Stripe Issuing. As a result, you will no longer be able to make authorized card transactions. To re-enable your account, we need you to provide the following information:
Please contact <Your platform name> support with any questions, or to restore your account’s ability to spend on cards. You can reply to this email, or contact <Your platform support email>. — *Stripe and* <Your platform name> *This email was sent by Stripe for your account with* <Your platform name>, Account ID: <Merchant account ID> |
Account closed by Stripe for not providing url clarification
Subject: [Important] Information needed for your account with <Your platform name> Preheader: We need more information about your business <Your platform logo> Hello <Account merchant name>, We’re writing to confirm that as of today we have disabled your ability spend on active cards on your account, as we did not receive a response to our recent request for additional information about your business and its use of Stripe Issuing. As a result, you will no longer be able to make authorized card transactions. To re-enable your account, we need you to provide the following information:
Please contact <Your platform name> support with any questions, or to restore your account’s ability to spend on cards. You can reply to this email, or contact <Your platform support email>. — *Stripe and* <Your platform name> *This email was sent by Stripe for your account with* <Your platform name>, Account ID: <Merchant account ID> |
Account closed by Stripe for not providing use case clarification
Subject: [Important] Information needed for your account with <Your platform name> Preheader: We need more information about your business <Your platform logo> Hello <Account merchant name>, We’re writing to confirm that as of today we have disabled your ability spend on active cards on your account, as we did not receive a response to our recent request for additional information about your business and its use of Stripe Issuing. As a result, you will no longer be able to make authorized card transactions. To re-enable your account, we need you to provide the following information:
Please contact <Your platform name> support with any questions, or to restore your account’s ability to spend on cards. You can reply to this email, or contact <Your platform support email>. — *Stripe and* <Your platform name> *This email was sent by Stripe for your account with* <Your platform name>, Account ID: <Merchant account ID> |
Account closed by Stripe for Terms of Service violation
Subject: [Important] Your use of cards issued through <Your platform name> Preheader: We can no longer support your business’s cards <Your platform logo> Hello <Account merchant name>, After conducting a routine review of your card account with <Your platform name>, we have determined we can no longer support further use of your cards. Unfortunately, your business is using <Your platform name> cards in a way that violates Stripe’s terms of service. These restrictions are firm, so we have no flexibility in this matter. As a result, you can no longer transact on your existing cards or create new cards. You may withdraw any remaining balance with <Your platform name>. We recommend that you notify any cardholders linked to your account as soon as possible. We’re sorry about any impact this decision may have on your business. If you believe this decision was made in error, or if you have any other questions, please contact <Your platform name> support. You can reply to this email, or contact <Your platform support email>. — *Stripe and* <Your platform name> *This email was sent by Stripe for your account with* <Your platform name>, Account ID: <Merchant account ID> |
Spend Card application rejected for failure to verify identity
Subject: Your recent application for cards through <Your platform name> was rejected <Your platform logo> Hello <Account merchant name>, Your application for cards through <Your platform name> was rejected because we couldn’t verify your identity within 30 days. If you want to apply again or have any follow-up questions, please contact <Your platform name> support. You can reply to this email, or contact <Your platform support email>. — *Stripe and* <Your platform name> *This email was sent by Stripe for your account with* <Your platform name>, Account ID: <Merchant account ID> |
Modèles supplémentaires pour les plateformes à cartes à débit différé
Si votre plateforme est autorisée à utiliser les cartes à débit différé de Stripe, d’autres modèles s’appliquent.
Déclarations sur la Loi sur l’égalité des chances en matière de crédit (Equal Credit Opportunity Act)
Dans les modèles ci-dessus, le <Bank specific ECOA footer> est remplacé par la déclaration appropriée sur la Loi sur l’égalité des chances en matière de crédit pour la banque partenaire de votre plateforme.
Si un compte possède des cartes fournies par plusieurs banques (ce qui n’est pas courant), les modèles de clôture de compte afficheront le pied de page <Bank specific ECOA footer> pour tous les sponsors bancaires concernés.