Their support promised a callback that never happened.When we finally were able to get in contact with someone who could help (by repeatedly calling in), they were able to download new software. Our team of experts spends hours on every review so that we can find the best companies to recommend to our readers. I am very disappointed in their services. More importantly, though, I was thrilled to see how well this company handles complaints in the public forum. Must have a 600+ credit score, $100K+ annual revenue, and 1+ year in business. They offer no ability to set rules for CVC or AVS verification. How many times do they plan on charging my company this amount? Many other merchant also say there rates are the lowest around. stay away. I have been with Merchant Warehouse for 9 years and was just insulted by a supervisor badly. I am a very small business and cant afford to have the weekends payments to be held over whatever they deem unusual without at least contacting me first. Avoid them at all costs. Another couple of hours on the phone eventually connected me to Cayan client services that politely explained to me that everything is documented – I was supposed to click another link to make it actually canceled. But why am I pissed? Required fields are marked *. No early termination fee 3. When your trying to run a business effeciently, these type of constant, daily set backs are ridiculous. The only good thing I can say about this company is that there is no contract, so no cancellation fee when I cancel. I tried to escalate to another person and was told that his supervisor was aware of the situation and would call me by closing time today. No return phone calls.As long as your business fits in their narrow little box you may be a business for them. I was ok with this. The rates for non qualified rates concerned me. Thanks, Walid M. Our company has been using Cayan for 5 years. So far nearly three hours spent on holds and no results. Because their “customer service” is absolutly the worst in America. While this device can be networked, having only one terminal diminishes the ability to service your customers efficiently at each station. In connection with your TSYS/Cayan Credit Card Processing Account, you will type the Credit Card number into the available field in Design Manager when requested. This merchant, similar to the other reply posted to this website, ended up taking a highly unusual amount of rewards and business credit cards which have a higher cost. $32 a month if you use them or not does not coincide with the $7.99 statement fee the salesmen told me was all I would have to pay over the transaction fees. Ideal number of Users: 1 - 1000+ 1000+ Rating: 4.5 / 5 (36) Read All Reviews: 4.2 / 5 (36) Read All Reviews One time I had a customer pay with a friend’s card & within 20 min. We do however, get referral compensation whenever we send business their way. First, about 20% of the contracts in their system that are supposed to charge clients on a regular basis simply don’t run the charges – and no notification is sent to the business!! My customers because I can’t ship anything because Cayan is holding up the ‘batches’. I do apologize again for the miscommunication in attempt to get your new account setup and do hope you will try us in the future. Just got an e mail from Cayan they are closing the account, no notice, other than the e-mail. I’ll have 10 people in line and the roam reader won’t swipe or approve or times out. I would not recommend their services to anyone. Standard Plan: One month free ($29.95 value) Plus Plan: Two months free ($159.90 value) Pro Plan: Three months free ($899.85 value). A lot of money, indeed. Grumbled about all the increasing surcharges and an itemized to death invoice every month but I could always call them and get an answer on things. One tech was irritated because “We” didn’t know how to do each transaction. He has a Bachelor of Science degree from Penn State and a Juris Doctorate from the Ventura College of Law. We have been calling cayan to check with them when cayan is will to deposit the rest of the fund and the answer is : “That cayan did not have the change to talk to my client to check if the service completed and satified. I ma sure this will be removed from this site. Then I called my sales person and he did not call me back, then I sent emails and finally the sales person sent me a generic email for me to call customer service. B2b Sales Leads a Challenge in the Credit Card Processing Service Industry: 5 Problems. Your email address will not be published. I’m glad that you were finally able to get out from under them, but that doesn’t absolve them of their wrongdoings. Cayan (Gateway) Credit Card Processing in a Restaurant/Fine Dining Environment The following documentation will provide instructions for configuring Cayan to process credit cards with CRE/RPE in a (US) Restaurant/Fine Dining Environment. Lendio is one of our top picks for PPP/Business Financing! Comment moderation is enabled. With the Cayan system it makes our card processing very easy. I have called three times and get no where with the customer support team. The company also charges a statement fee of $7.95 per month. Although it appears you no longer process with Merchant Warehouse I would like to speak with you further to find out more about what happened and see if there is anything I can do to make up for the less than stellar experience that you had. E-mail support is also available, with an advertised response time of 24-48 hours. I have stayed with them and have had excellent service. They did not. Interchange-plus pricing offered 4. After spending a good part of two days trading e mails, account statements, applications, and several different forms, I was approved. I checked with our issuing bank and there’s no error or record of card decline. Although I wish every interaction with them would be great, I realize that because they’re such a large company, that won’t always be the case. Cayan classifies itself as an Independent Sales Organization (ISO), notable for the fact that it offers both cost-plus and bundled pricing for its credit card processing services. I’d say it’s worth a little bit of a wait for better responses, but of course, I’d rather have the best of both worlds. Then today I find out they debited my account for $132.95 for an Annual fee they NEVER mentioned at sign up. The customer wants to buy an item or service and he type his credit card informations and number into your website payment system. All inquiries – email direct and voice messages left and email through support website and direct phone conversation with support agents – have gone without response for 4 days. They could had denied the transactions and I would have accepted that and learned not to accept large charges from overseas customers. Customer Service is spot on. Cayan is one of our top picks for credit card processing! Having them at 4 1/2 stars makes it seem like they are comparable to a high quality Merchant processor. Good bye. What options do I have for paying my fees? Most of which were never agreed to. When the … While we do have certain company procedures, it appears you were using a POS system that would necessitate a setup by a certain “sales team” who specializes in this integration. “My first charge was a Visa Card. Cayan credit card processing is well-known for its ability to adapt and innovate, meaning merchants who want to provide their customers with the ability to make credit card payments will be able to do exactly that; the company I get one voice mail saying it was declined. Financial Institutions Partner Center. By that time the fees they were charged had added up to an amount our customer support reps were not empowered to credit. The review does state that First Data is the processor. BONUS – if you use them for Amex CC processing you can expect your payouts to take 2-3 business days longer than every other major credit card processing company. Ideally, these complaints should be handled in-house before the merchant feels the need to go to a third-party site. I am an existing customer and need to program my credit card processing equipment. They advertise low rates… the per transaction charge runs average 2.4%. Way to go Cayan. Wondering what this means for the future. Thanks for the comment. Note: It is best to have a ayan Genius terminal for each ashMate workstation. Every single thing the sales person promised me was NOT TRUE. It is the duty of the sale representative to accurately inform the consumer of the product they sell and in this case the product/service was misrepresented despite direct inquiry regarding the fees. FD Funding and … That way I could have used Pay Pal of which I have no limits.I couldn’t be more upset or more disappointed in Merchant Warehouse. Providers like Cayan rely on automated billing systems to process monthly (and annual) fees and getting that system to stop deducting money from your account every month will require you to follow the account closure instructions contained in your contract to the letter. My question is this is how cayan treats small business that been doing business with them for over 10 years with zero issues or complaints. I think Merchant Warehouses is the one that needs to be schooled. You would think they would simplify the equipment to make more money. If you don’t, know this, you just lose out. Now, with that said, the MW rating isn’t set in stone. One for $1300 and some change and the other for $250 or there about. While it’s in line with the industry average, it’s charged as a single annual fee, rather than on a monthly basis. I am in the process of canceling my account with them. They’ve had 98 complaints within the last three years, with 28 of those complaints being filed within the last twelve months. After a week of phoning and working my way up through the system, I was taken off the list without explanation though perhaps the last call from my lawyer may have helped. I don’t understand how the rating on this company shows up as 4 stars, when most of the reviews are fewer than 3 stars, going back for two years. I have tried repeatedly to get in touch with our Cayan sales person, but he’s out on vacation and nobody else will return my calls. They are sitting on $2500 that is MY MONEY w/o an answer why this wasn’t funded. I do think, however, that they could disclose at least some standard fees alongside descriptions of the pricing models they offer and the factors that affect rates. I called MW and was told that Risk Management had apparently placed a hold on those two weekend batches. PaymentCloud is one of our top picks for credit card processing! An alternate service, eWAY , is available for studios in Australia and New Zealand., is available for studios in Australia and New Zealand. I always encourage merchants to negotiate the ETF out of their contracts, so it’s a huge relief to see that you won’t have to worry about it here. If you're using MerchantWare Web services … One year later my bookkeeper noticed I had been paying a monthly fee ($728.20 total) since I signed up. MerchantWare Web services can be used with your own merchant service account, or you can use Cayan's own merchant services. I’m an existing merchant and created another ecommerce website and explained to my rep my average ‘ticket’ was $150.00, BUT that it could range upwards to $1000.00, just depends on what the customer orders. The lack of an early termination fee (ETF) remains one of the major selling points for Cayan’s services. They have tried to pass the buck to authorized.net whom I do not even have an account with. Central Payment: Paytrace. So I asked to cancel at the end of June. (Most experts recommend cost-plus or interchange-plus plans). Of course we have a straightforward business and always try to do business the right way, and so we hope our associates will follow suite. Central Payment: Authorize.net . Brex Card has $0 in annual fees. While they’re generally brief and don’t include dates, they do provide the business name and full name of the merchant, which is a good sign that they’re genuine. Sorry, but they are still a one (or zero) star company. Please refer to our Advertising Disclosure to learn more about how we earn compensation from affiliate partnerships and how we maintain our independent editorial integrity. I know it’s good for us to know who you dealt with, so we can be aware, but without any type of restriction, this site will end up becoming a personal flame war thread, and I don’t want that. , Advertiser Disclosure: Our unbiased reviews and content are supported in part by. Is there any way around it? We also need to re-examine how much autonomy we give our customer support personnel when handling situations like this. The lack of rate information on their website makes it all too easy for them to sign an unsuspecting merchant up for an expensive tiered pricing plan, rather than a more transparent (and usually cheaper) interchange-plus plan. Merchant Service providers including ourselves require new paperwork to be submitted for a new location due to issuing bank regulations. The report area is great, if you have an apptitude to remember a different user id and password (that you have to change every three months and at their direction (caps, numbers, no repeating 3 digits, etc.) Simply put, we don't play games, we don't make false promises and we don't hide costs and fees in confusing contracts. I was with Merchant Warehouse before it changed. Their billing is definetely on the shady side and I have to go over each statment with a fine tooth comb. Fortunately, I’m a lawyer, and so I have the ability to fight these jerks without spending another fortune, and I’ll do my level best to find as many other businesses that I can who have been mistreated. This company continued to Bill me for 5 months after closing and with every call we made, they said they would stop billing me and reimburse me which they never did. We’ve been a customer of Merchant Warehouse for five or six years, and our experience is that they seem fairly honest, but they’re a little grabby. Since it has NOT been removed I have no choice but to leave a reply stating the company, Merchant Warehouse, now named CAYAN, is a reputable company and their customer service is great. I tried to explain this logic to the customer service rep but she did not seem to understand that what they had done is deceptive and wrong. Friday and Saturdays batches normally are together and post to my bank account on Tuesday morning before I wake up (9 AM). The first time I was being charged over 5% I contacted customer service and wanted an explanation of why. I signed up for Cayan services and found within two weeks they do not meet my needs. They will continue charging monthly fees long after you close your account. No credit card is required to create your account. Indeed, the issue was 100% of Merchant Warehouse.Worst of all was the email I received from them stating “All issues have been resolved” for our account. If I provided such service to my clients I think I would be out of business. Nope. !YES – THE CAPS ARE DONE ON PURPOSE – YES I AM YELLING – NO I DON’T USUALLY ACT THIS WAY – I AM AT THE END OF THE ROPE WITH THIS COMPANY! . I spent 3 days just trying to pay for a new credit card reader, and finally got someone on the phone to pay for the device, they tell me they are having difficulty processing my credit card. They said, “Well, we’ve already taken that $99, and it is non-refundable.”That’s on top of all of their OTHER nuisance fees. For account numbers starting … jkahn@merchantwarehouse.com Taking $5,000 per month or less in card payments? No support from any department. I thought my original bad review was removed from this site, but obviously it has not been removed. Moved my account immediately. We’ll see what happens. Just to clarify, we are not funded by Merchant Warehouse in the sense that our rating of them is not influenced by any direct monetary contribution. I even gave them a chance t keep me as a customer, but they do not want my business. Luckily I have access to one of the small card swipers with another company and I processed todays cards with it. The system allows for processing payments from Customers in the following areas: When the Customer makes Appointments from the Customer View. Product & company names, logos, and trademarks referred to on this site belong to their respective owners. This is obviously not right and I feel someone just stole $500.00 from me, that I can’t afford at this time. The Basics of Payment Processing As a merchant, when it comes to online payment processing, what matters to you is whether or not your customer is able to use his or her card. They let me ask my questions via email, and usually respond within 15 minutes. Definitely let us know, because if MW is ok with your industry, then that’d be good news for other businesses that do the same thing you do. Now they have fraudulently returned $610.00 it to an account I never had dealings with and after 2 months disputing the transaction I am still waiting to have my $610.00 returned . Why give a no start rating? We had our 1st charge back ever. Nobody home. Square POS is one of our top picks for Point of Sale! I have had great service from them since. For one thing, a true month-to-month contract will explicitly state that it continues indefinitely on a month-to-month basis. While pricing is only disclosed on a handful of models, the prices that are listed are very affordable. They are not an upfront company at all. The risk dept should have contacted me within the following business day that might funds were going to be held! All it took was 55 minutes to realize they are the most incompetent merchant services company, to call themselves merchant services provider. Robust security features protect your customers’ sensitive credit card data, and you can customize the system to the unique needs of your business. Very good customer support I didn’t even know their customer service number, the money just flowed in like clockwork. The most significant impact this distinction has is on billing. Number of Users: Let us know any other relevant information about what you’re looking for: ... Get the fast, flexible, and future-proof checkout experience with Cayan, a cloud-based online payment processing solution. Is it all better? And since when has a $99.00 admin fee been acceptable? During 2020 while not able to operate they continued to charge made up and excessive fees including “infrastructure upgrade fee”, monthly fees, annual fees, PCI fees, and about 15 other types of fees on a billing statement. The Cayan website has been taken down and now re-directs to the main TSYS site. I called them again yesterday and they’re going to see if they can lower our processing fees down from an average of 4.0/4.25%. We had been doing business for more then 10 years with Merchant warehouse that has became Cayan as our credit cards processing company that is integrated to our booking and management software LimoAnyWhere back in in February 09th, 2018 we had a booking for 3/10/2018 of 10 buses leaving Washington DC for 6 days to Florida and Texas, and back to Washington DC on 03/17/2018. Over 5% for processing is insane. Cayan/TSYS/Global payments has charged us early 50% of our sales over the past year. Cayan's platforms include their Cayan® Unified Commerce Solution Suite™ and Genius® Platform - both are secure and scalable platforms that are fully configurable, tailored to a business's unique needs and … Cayan elected to hold $1000 and they have told me that it will be for the 180 days. 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