Review Time
This company doesn't care!Started processing transactions, less than a month they conduct a risk assessment (after the original account setup verification documents had already been provided.Deemed that our account was 'Too Risky' and immediately closed our account. To date, they have not remitted any of the funds to us that they have processed on our behalf.They have locked out our account, so we can't even review and see if there are any chargebacks or other transactions that 'might' warrant a review.Of course they followed their 'risk review processes' and don't even ask for additional documentation or clarification on business model or operations. One size fits all approach and they don't care about the little guys or startups.If you and your customers want to be left 'hanging' in thin air with no payment processor, choose these guys and good luck.I only wish I had read these reviews first......
I have to to agree with the experience of others. I was approached by them due to the amount of business we do with PayPal, and you (in the UK anyway) deal with PayPal in Dublin.The application process is a little tiresome, but as the card acquirer is ultimately responsible for any losses incurred by customers that's fine. But the information was lost, and then found, and then lost and found again. People came and went, so you weren't dealing with the same person through the process. Some of the questions asked were somewhat bizarre, and at one stage they asked why why our payables turnover was 915 days? Eh? Where did that come from?We got rates, but we queried them as they were stated Visa and MasterCard interchange rates were 10% of what they actually are.The Braintree UI is very good, but at the end of the day you have to trust your card acquirer to do what they say they're going to do. And I had the uncomfortable feeling that just wasn't going to happen, so have stayed where I am.For others reading this, our Visa/MasterCard turnover is £5M give or take.
If I could write 0 star, I would not hesitate. Absolutely shocked by Braintree Service. Absolutely shocked by the poor service from Braintree. Each communication with their support, accounting and risk team is a treasure hunt, where information is revealed piece by piece. Yet the entertainment doesn't last long, when you also realize that all the information which is given, is actually wrong, because the different departments dont speak to one another. While THEY seem to be doing a real good business with fraudulent transactions & chargebacks, they put small businesses at risk by freezing their accounts with absolutely no prior notification, telling you they will release funds, and an hour later telling you the contrary. Simply Outrageous.
They approved my account and after a month of workI was ready to go. I launch my product and after a small number of transactions (the exact transactions I told them I did in my application) they closed my account without warning. I had to contact all my customers who were on a monthly payment plan and work to move them to a new payment method. A terrible company and experience.
Onboarding took more than 3 weeks - exchanged around 30 emails where I had to provide a hell lot of documents. I would have been fine with it, but the person I was talking to was replying to any of my emails / updates after 24 hours. It was a long, tedious and extremely frustrating process, especially when you are waiting for this to be done with, so you can launch your product.Withing 4 days of the onbaording process being finished, Braintree decided to hold my funds and start a Risk Review. I received a new email asking me for the same stack of documents and same explanations I had already provided in the 30 emails exchange needed for onboarding. Out of frustration I decided to call them directly and maybe hurry up the process, but after 15 minutes of waiting and being passed around I was told that these are the steps that I have to take if I want full access to the account again. Now I'm seven days in into this new process, and I was finally told that I provided all the needed information for the risk review to take place, but I have to wait another 7 days to see if the review is successful or not.So it took around 30 days, a ton of emails, a lot of wasted time and redundant discussions just to get to a point where maybe, hopefully, with a bit of luck, Braintree will decide to grant me full access to a production account, and release my funds.
One of the worst merchant accounts provider in the market , customer service poorest you can experience , very hard to contact and receive response , I believe they try promoting fraudulent transaction and increase it , so they can charge business for handling each charge back claim . We have been with them for 2 years but leaving today
Stay away down braintree. Their customer support is ridiculous. I faced a chargeback on my website while using Braintree and they firstly held all my funds and blocked all transactions, without any notice in a week!! The guys only focus on their big clients such as uber and Airbnb and just ignore the rest.Stay way!!
Extremely long signup process, requiring far more documention than other payment providers, the low percentage charged on payments is simply not worth it when there are other providers which provide similar rates.Highly highly frustrating to supply a tonne of documentation over and get refused.Stay clear, save your self a headache.
I am a IT Manager for an online retail company who created an account with Braintree payments. At first, they accepted this account, and gave no reason at this stage to believe their acceptance (braintree payments) was conditional. However, soon afterwards, I received an email in broken English requesting three months worth of bank statements, now, at once.After we had deciphered their meaning, it really wasn't clear. So bad was it, I felt that it might be a scam. It wasn't, they really were that rude to their customers. After this was resolved, and we had duly submitted our statements (we received a brisk reply), they took several days to make a decision. Braintree had decided that they did not 'wish to support our business' (a garden machinery store, hardly risque). For this, they provided no explanation whatsoever. None.They are a disgrace. I shall not use them again in the future, and shall recommend to everyone that they avoid this company like the plague.
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