Merchant One Credit Card Processing: Complaints, Lawsuits, Fees and Rates [2024 Update]

Merchant One Credit Card Processing is a reputable company in the payment processing sector, recognized for its wide array of services that meet different business requirements. This review will discuss key elements of Merchant One, such as its background, connections, clients, presence in the market, and BBB ratings.

Company Background

Established in 2002 and located in Miami, Florida, Merchant One has expanded to cater to more than 350,000 businesses in various industries such as retail, hospitality, e-commerce, and others. The company takes pride in providing a wide range of payment processing solutions designed specifically for small and medium-sized businesses.

Merchant One operates as an authorized reseller of Fiserv products and services, a relationship that enhances its credibility and service capabilities. Fiserv, a top international provider of financial services technology, allows Merchant One to provide a strong foundation for safe and effective payment processing, which includes the in-demand Clover point-of-sale systems..

Merchant One has established a significant presence in the market, catering to a diverse customer base ranging from small local shops to larger enterprises. Its appeal to businesses of all sizes and types lies in its range of pricing options and impressive approval rates. The company’s ability to integrate with over 175 online shopping carts further solidifies its position in the e-commerce segment.

Merchant One holds an A+ rating with the Better Business Bureau (BBB), reflecting its commitment to maintaining high standards of customer service and ethical business practices. Despite some customer complaints about hidden fees and contract terms, the company’s overall reputation remains positive due to its proactive approach to resolving issues and continuous improvement in service offerings.

Services Offered

Merchant One Credit Card Processing offers a wide variety of services specifically tailored to cater to the varying requirements of different businesses. This section discusses the different services provided such as merchant accounts, credit card terminals, POS systems, payment gateways, mobile payments, and invoicing and billing.

Merchant Accounts

Merchant One facilitates the setup of merchant accounts, which are essential for processing debit and credit card transactions. The setup process involves a straightforward application that typically results in quick approvals. Characteristics of Merchant One’s merchant accounts comprise competitive prices, fraud prevention, and secure payment processing options. Benefits include enhanced cash flow management and the ability to accept various payment methods, improving customer satisfaction and business efficiency.

Credit Card Terminals

Merchant One offers a variety of credit card terminals to suit different business needs. The terminals available include the Pax S80, Pax S500, Verifone VX520, and Fiserv FD130. These terminals support Near Field Communication (NFC) payments, allowing for contactless transactions via mobile wallets like Google Pay and Apple Pay. Moreover, they have EMV technology for chip card payments, improving transaction security and decreasing fraud risks.

Point-of-Sale (POS) Systems

Merchant One provides several POS systems through its affiliation with Fiserv, offering the Clover lineup, including Clover Station, Mini, Flex, and Go. These systems are recognized for being dependable and adaptable, meeting the needs of businesses of any size. Merchant One also provides training and ongoing support for Clover products, ensuring that business owners can maximize the use of their POS systems and streamline operations.

Payment Gateway

The payment gateway offered by Merchant One includes features such as a virtual terminal for manual transactions, robust fraud detection tools, and support for Automated Clearing House (ACH) payments. The gateway seamlessly connects with various online shopping carts and QuickBooks, allowing companies to effectively and securely handle transactions.

Mobile Payments

For businesses that require mobile payment solutions, Merchant One offers several options, including Clover Go, Swift B250, and SwipeSimple card readers. Businesses can easily take payments on the go using these mobile readers, which work with both Apple and Android devices. Online-only businesses benefit from real-time transaction processing and secure customer data storage.

Invoicing and Billing

Merchant One’s invoicing and billing features are designed to accommodate businesses with recurring revenue models. The platform allows for the creation of customizable invoices and supports automatic billing, making it easier to manage subscriptions and payment plans. Additionally, invoices can include QR codes and mobile payment options, providing customers with convenient ways to pay.

Merchant One offers a wide variety of services to help businesses securely and efficiently process payments in-store, online, or on the go.

Pricing Structure

Merchant One Credit Card Processing provides a pricing structure that is both flexible and competitive, that is ideal for the requirements of a range of businesses. This section has information on their processing charges, subscription costs, undisclosed fees, contract conditions, and choices for leasing or buying equipment.

Processing Fees

Merchant One utilizes an interchange-plus pricing model, which is considered one of the more transparent options in the industry. This model includes a fixed percentage markup on the wholesale interchange fee plus a small per-transaction fee. For in-person transactions, fees typically range from 0.29% to 1.55% plus $0 per transaction. For online transactions, the fees are slightly higher, generally around 2.9% plus $0.30 per transaction. This structure helps businesses of all sizes understand and manage their costs effectively.

Monthly Subscription Fees

Merchant One charges a monthly subscription fee of $6.95, which covers the use of their payment gateway and virtual terminal services. This fee is relatively low compared to other providers, making it an attractive option for small to medium-sized businesses looking to keep overhead costs manageable.

Hidden Fees and Contract Terms

While Merchant One advertises competitive rates, it is essential for businesses to be aware of potential hidden fees. One significant consideration is the early termination fee, which can be as high as $295 per year remaining on the contract, or $750 in some cases. Additionally, there may be fees associated with PCI compliance and non-compliance, ranging from $20 to $44 per month until the business becomes compliant.

Equipment Leasing and Purchase Options

Merchant One offers a range of credit card terminals and POS systems for lease or purchase. Available terminals include the Pax S80, Pax S500, Verifone VX520, and Fiserv FD130, all of which support NFC payments and EMV technology for secure transactions. While Merchant One previously offered free terminal leasing, new policies require businesses to purchase the equipment upfront or set up a payment plan. This shift can impact the initial cost for businesses but provides greater flexibility in the long term.

To summarize, Merchant One has a pricing system that aims to be both competitive and transparent, emphasizing value with affordable transaction fees and various equipment choices. Nevertheless, companies must thoroughly examine all contract terms and possible covert charges to guarantee they grasp their obligations completely.

Contract Terms

Merchant One Credit Card Processing has specific contract terms that businesses should carefully review. The usual length of a contract ranges from three to five years. Contracts renew automatically unless cancelled before the specified period prior to the renewal date. Ending a contract prematurely can be expensive, with charges usually totaling $25 for each month left or a fixed fee of $295. However, recent complaints indicate that some fees can go up to $750, emphasizing the importance of understanding these terms.

Early termination fees are significant considerations, so it’s crucial to scrutinize the contract for any hidden costs. Many users have reported unexpected charges, making it vital to understand all terms thoroughly before signing.

PCI compliance is another critical aspect. Merchant One requires businesses to adhere to PCI compliance standards, which can involve monthly fees ranging from $20 to $44 if the business is non-compliant. Additionally, there are monthly maintenance and technical support fees that businesses need to budget for.

Lease agreements for equipment can also be complex. Merchant One often includes non-cancellable lease clauses, meaning businesses are committed to leasing terms for the contract duration, with no option to cancel early without penalties. Understanding these lease terms and their implications is essential to avoid unforeseen financial commitments.

Thoroughly examining the terms of the contract can assist companies in steering clear of surprise charges and responsibilities, guaranteeing a payment processing experience that is easier to understand and handle.

Pros and Cons

Merchant One Credit Card Processing offers several advantages and disadvantages for businesses. Here is a detailed look at both sides:

Customer Reviews and Feedback

Merchant One Credit Card Processing receives a mix of positive and negative reviews from its customers, reflecting varied experiences with the company.

Positive Feedback

• Features and Benefits: Many satisfied customers appreciate Merchant One’s competitive pricing and extensive hardware options. The integration with various business software, such as QuickBooks, is another highlight. Users often commend the company for its quick setup process and efficient payment gateway, which supports numerous shopping carts.
• Specific Use Cases: Small businesses and startups find Merchant One particularly useful due to its flexible pricing plans and high approval rates. Positive reviews often mention the effectiveness of the payment gateway and virtual terminal for managing online transactions.

Negative Feedback

• Common Complaints: A significant number of users report hidden fees and deceptive sales tactics. Complaints about unexpected charges and lack of pricing transparency are common.
• Customer Service Issues: Numerous reviews cite poor customer service, including slow response times and unhelpful representatives. During the COVID-19 pandemic, some customers reported being unable to reach customer service at all.
• Review Trends: Analysis from sources such as Trustpilot, the Better Business Bureau (BBB), and other review sites reveals a trend of mixed reviews. On Trustpilot, Merchant One has a high rating of 4.9 out of 5 stars based on many reviews, though these ratings are often contested for authenticity. On the BBB, Merchant One holds an A+ rating, but with a low customer review average of 1.37 out of 5 stars, based on 46 reviews, and a significant number of complaints about hidden fees and contract issues.

In general, although Merchant One has appealing features and competitive pricing, it is advisable for potential users to be careful and carefully examine all contract terms to prevent any surprise charges and ensure a positive experience.

Customer Support and Technical Assistance

Merchant One offers 24/7 customer support via phone and email, providing businesses with continuous access to assistance. However, the quality of customer support experiences varies significantly among users.

Availability of Customer Support

• 24/7 Phone and Email Support: Merchant One advertises around-the-clock support, which is a crucial feature for businesses needing immediate assistance at any time.

Quality of Customer Support Experiences

• Mixed Reviews: While some customers report prompt and helpful phone support, others have experienced significant delays and unresponsive service, particularly via email. Users often mention difficulties in reaching support during non-business hours, which can be frustrating during urgent situations.

Resources and Self-Help Options

• Knowledge Base and Tutorials: Merchant One provides resources such as a knowledge base and tutorial videos to help users troubleshoot issues independently. However, these resources are not as comprehensive as those offered by some competitors, and many users find them insufficient for resolving more complex problems.

Issues with Support During Non-Business Hours

• Technical Issues with Clover Products: Merchant One resells Clover POS systems, and while they offer support for these products, users often need to deal with Fiserv’s customer support outside regular business hours. This can lead to complications and delays in resolving technical issues, as Fiserv’s support may not be as accessible or responsive as needed.

Security and Compliance

Merchant One prioritizes security and compliance to safeguard businesses and their customers. Here is a summary of the main aspects regarding their security and compliance measures.

PCI Compliance Support and Setup: Merchant One guarantees that every merchant is PCI compliant by offering assistance to help businesses stick to these important security standards. The company assists with the setup process, including guidance through the PCI Self-Assessment Questionnaire (SAQ) and network vulnerability scans. These measures help businesses safeguard cardholder data and avoid potential security breaches.

Security Features of the Payment Gateway: Merchant One’s payment gateway includes several robust security features designed to protect transaction data. It offers built-in fraud detection tools and payer authentication to verify the cardholder’s identity, which helps in reducing chargebacks and fraudulent transactions. Additionally, the gateway supports secure transactions with advanced encryption techniques, ensuring that sensitive information is well-protected during transmission.

Customer Feedback on Security and Compliance Issues: Customer feedback on Merchant One’s security and compliance is mixed. Some users appreciate the comprehensive support provided for achieving and maintaining PCI compliance. Nevertheless, there have been complaints about communication and implementation of compliance regulations. Some customers have mentioned situations where they were not properly notified about the requirement to renew their PCI compliance, resulting in unexpected charges.

Overall, while Merchant One provides solid security features and support for compliance, it is crucial for businesses to actively engage with their account managers and stay informed about their compliance status to avoid any potential issues.

Alternatives to Merchant One

There are many credit card processors with various pricing structures, features, and customer support options for businesses looking to explore options beyond Merchant One. Here is a contrast with some well-known competitors:

Stax

• Pricing and Features: Stax provides interchange-plus pricing, known for its transparency and cost-effectiveness for high-volume businesses. Monthly costs vary between $99 and $199. Stax excels in supporting eCommerce and high-volume enterprises, offering strong features and top-notch customer service.
• Customer Support: Stax is known for good customer service, offering personal support and self-service options. It is ideal for businesses looking for a comprehensive solution with transparent pricing.

Square

• Pricing and Features: Square is popular for its simplicity and ease of use, especially for small and low-volume businesses. It offers a flat rate of 2.6% + 10 cents per transaction with no monthly fees. Square provides extensive integrations and advanced reporting tools, making it a versatile choice for retail and restaurant startups.
• Customer Support: Although Square provides good customer service, it falls short in providing comprehensive support for intricate business requirements. Nevertheless, it continues to be a top competitor because of its easy-to-use interface and wide range of features.

Helcim

• Pricing and Features: Helcim is known for its transparency and competitive interchange-plus pricing with no monthly fees. It also offers volume discounts, making it a cost-effective option for growing businesses. Helcim includes free invoicing tools and a built-in POS system, along with support for multi-currency transactions.
• Customer Support: Helcim offers great customer service, but it’s not the best option for small businesses with low sales volumes because of the expensive mobile card readers and limited back-office integration.

Recommendations

• For Small and Low-Volume Businesses: Square is an excellent choice due to its ease of use, flat-rate pricing, and extensive integrations.
• For High-Volume or eCommerce Businesses: Stax offers better value with its interchange-plus pricing and comprehensive support.
• For Growing Businesses Seeking Cost Transparency: Helcim stands out with its volume-based discounts and no monthly fees, making it a great option for scaling businesses.

Each of these alternatives offers unique advantages, so businesses should consider their specific needs and transaction volumes when choosing a provider​.

Conclusion

Merchant One provides cost-effective rates and a diverse selection of hardware choices, catering to small to medium-sized enterprises. Nevertheless, problems with undisclosed charges and client support diminish its attractiveness. Businesses need to evaluate their individual requirements and volume of transactions to decide if Merchant One is suitable.