Simplify Commerce = Poor Customer Service

[siskiyoujim]

I was wondering if anyone else had had a similar experience.

 

Before Simplify Commerce was a part of my business, I've had a client for several years. Now, because of the really poor communication I've lost the client, and nearly $700.

 

My client was having trouble with PayPal, and so he requested I use another Payment Processor. I chose Simplify because they promised 2 day funding and easy setup. Nothing could be farther from the truth. It took three weeks to get the funding! When I had a question it took anywhere from several hours to 3 or 4 days to get a response. This meant at times it took a week to get a simple issue resolved. They have no way to speak to a live person. Every email is at a snail mail speed.

 

I ordered products for my client, each order is client specific because they are essential oils and fragrances. Once I order the products, they cannot be returned without a huge cost. All I can get is a credit for the order minus the shipping fees and restocking fees of 20%, but the product must be returned within 10 days to even get the credit. The credit must be used within one year.

 

I pass these terms of service on to my clients and offer the same terms. Once the order is shipped from the supplier, they own it, or they can get a credit for their order minus my costs. The credit is good for one year.

The client asked me to continue to process his order, even though because of Simplify.com's sluggish funding of his order. They took the funds from his credit card immediately, but would not pass them on to me without an extremely arduous vetting process. I had to supply them with state tax forms and fictitious business name statements along with the normal banking information. I should never have trusted them. Paypal is so much easier, quicker, and reliable.

 

Since the product was headed out of the country, and my supplier will not drop ship for me internationally, the product needed to come to my business address first. While the package was enroute, and just six days after getting the go ahead, and contrary to the terms of service, the client attempted to cancel the order.

 

Simplify to their credit, contacted me that they were attempting a chargeback, and that if I wanted to dispute it I needed to provide the reason and the documentation. I sent it off to them, and they never responded, except to chargeback the funds. Are you kidding me?

 

I spent three weeks emailing back and forth that my client was upset, and that their lack of assistance and poor customer service would cost me my client. It did. It also cost me nearly 700.00. What's the point of a terms of agreement if Simplify.com is going to ignore them, and without any discourse take money from my business?

 

I recommend that you avoid using them at all costs. There are lots of other payment options, and certainly many of them have better communications and customer service. I would suggest that if there is no phone support, don't use that Payment Processor. The slow response is agonizing when your client wants to know what's going on, and you have to wait three, four or even seven days for a response to let them know.

[Dh42]

I have not, but thanks for the heads up. There is one I know of that is US based that has really good support and a pretty advanced PrestaShop module. They are Skybank, you should check them out, they are a PrestaShop partner as well. https://skybankfinancial.com/

[aprilgabrielle]

I have not, but thanks for the heads up. There is one I know of that is US based that has really good support and a pretty advanced PrestaShop module. They are Skybank, you should check them out, they are a PrestaShop partner as well. https://skybankfinancial.com/

Um, I have yet to receive support from skybankfinancial.  I submitted an email per Prestashop instructions re: the software not downloading to my back office but on my computer.. 3 different people opened the email yet no one has responded.  Poor support as well.  Next

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