Friday, October 16, 2015 Credit Card Processing

My consulting business has been growing and people are starting to ask if they can pay by credit card. I had a system I setup in 2012 but only rarely used. So I dusted off the old Square reader and tried it. It didn't work anymore and needed to be replaced. So off to the Apple Store to get a new reader. I asked for a reader and was handed a reader. I didn't look too closely at the package and noticed it wasn't what I thought when I got home, but they offered lower rates than Square so why not setup an account and give them a shot.

The device looks nice and is packaged nicely but the service from the company is horrible and tech support is useless.  The initial limits were too low to be useful. I could initially only sell $10 or less at a time and a low daily and monthly limit. So even a poorly attended garage sale wouldn't make this device useful. 
Emails from the company are poorly phrased and don’t make requirements clear. I had a three day delay because they said they may ask for a document. They never asked for it just expected me to send it because they said they may want a copy of my business license and three months of bank statements. 

My first interaction with the chat system listed the wrong business hours and disconnected me when it was stated to be open but were not really open at that time. The first support person I talked to lied to me and told me Square doesn't have a customer service line. I didn't know that I never needed it. (It was a lie they do have one and they were helpful.) It had taken days to get any sort of response which has slowed my ability to do business and take payments. Ultimately I went out a bought a new Square reader to process payments from my clients. 

When requirements were finally made clear I was asked to email or fax my bank statements. I don’t own or use a fax machine anymore and haven’t for the last decade. The tech suggested I go out and pay Kinko’s or someone else to fax it for me. Would you want to give your bank statements to strangers to fax? Email isn’t secured or offer an encryption option. So the bank statement request is protection for them but not for the merchant. It would be trivial to put an upload button on the secure site to upload a document that is requested. The second support tech was kind and tried to be helpful but wasn’t really able to do much or advance the issue. I let her know I was on a time crunch because a client had been trying to pay me for days while I spent hours sorting this mess out. This is of course costing me money and time. 

Finally this morning they raised my limit but to a lower limit than I had requested which still doesn't make the device overly useful. I used Square to take care of my clients and while on the phone with Square support I asked if these transactions would work. They said if they have questions they will ask me but none of their procedures are designed to impede merchants or business. Unlike PayAnywhere who's entire system is designed around throwing up roadblocks and impeding business. 

Finally to top off this entire mess the product packaging promised $5,000 in free transactions when signing up. I used my own credit card as a test on a $1.00 transaction to make sure everything worked and they charged me for it. So much for the first $5,000 in free transactions. 

For me and my business I am going back to Square and will patiently wait for my new reader to come and they supplied me with a $10.00 credit for the $10.00 reader I purchased so I could continue to take credit card payments. 

So for Square they get an A for customer service and as for PayAnywhere they get an F for customer service and I am canceling that account and will not recommend PayAnywhere to anyone for any reason. I am not alone in this opinion doing a quick search on Google later many review sites have given PayAnywhere poor reviews and there are always hundreds of former customer comments about a myriad of issues around using the service. 


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