Square Online Store Overview
Square’s Turnkey E-Commerce Option
Formerly known as Square Market, Square Online Store is an e-commerce merchant account offered by Square. The service, which is free to set up, is available both to merchants who already use Square credit card processing at their retail locations and to merchants who simply wish to create an e-commerce website for selling their goods.
No Custom Coding Required
Similar to Etsy or eBay, Square Online Store allows a business owner to create a basic website for his or her store complete with pictures, pricing, and product information. Customers can browse the site, order products with an online shopping cart, and securely pay their totals at checkout.
Square Online Store Review Table of Contents
- Costs & Contract: Square Online Store charges rates between 2.6% to 2.9% plus $0.30 per transaction.
- Complaints & Service: Square Online Store has received more than 2,000 public complaints.
- BBB Rating: Square Online Store (as Square) has an “F” rating with the Better Business Bureau and has received 2,884 complaints and 367 reviews in the past 3 years.
- Rates & Fees: How Merchants Avoided Fund Holds With Square Online Store
Products & Services Offered
- Mobile-ready online store
- Pre-orders available (for physical pickup or shipping)
- Inventory management
- Social media integration
- Built-in shopping cart and checkout
- QuickBooks integration
Types of Businesses Served
Our unbiased reviews are supported, in part, by helping you find highly rated merchant accounts. You can learn more here.
Square Online Store Rates, Fees, and Costs
|Free Plan Rate||2.9% + $0.30|
|Professional Plan Rate||2.9% + $0.30|
|Performance Plan Rate||2.9% + $0.30|
|Premium Plan Rate||2.6% + $0.30|
|Professional Plan Fee||$144 Per Year|
|Performance Plan Fee||$302 Per Year|
|Premium Plan Fee||$864 Per Year|
|Early Termination Fee||$0|
Choice of 4 Plans
Square Online Store offers simple, straightforward pricing between its 4 different plans. The Free, Professional, and Performance Plans each assess a fee of 2.9% plus $0.30 for each transaction while the Premium Plan charges 2.6% plus $0.30.
Each plan is free of long-term contracts, and early termination fees. However, the Professional Plan charges a fee of $144 per year, the Performance Plan charges $302 per year, and the Premium Plan charges $864 per year. Somewhat deceptively, these annual fees are advertised as “$X/mo – billed annually” on the company’s website, which gives some impression that the fees are charged on a monthly rather than an annual basis. It also has a number of additional software modules that can be integrated with Square’s processing service at varying costs. In general, it is hard to find cheaper merchant account providers than Square’s online store.
Frozen Funds a Concern
Although Square’s pricing may be attractive to a number of business owners, the company has one major contractual drawback that appears to be responsible for many of its online complaints. Square’s easy signup is made possible by omitting a thorough underwriting process. This means that Square’s primary means of protecting itself against fraud is to place sudden fund holds on large or suspicious transactions, often without providing any advance notice to merchants. This policy, which is the topic of hundreds of public complaints, is unfortunately part of the processing service that comes bundled with the Square Online Store.Are you happy with your Square Online Store fees? Tell us about them before your go!
Square Online Store Complaints & Customer Reviews
|Total Online Complaints||2,000+|
|Live Customer Support||Active Merchants Only|
|Most Common Complaint||Fund Holds|
Positive Aspects of Square Online Store
Square Online Store provides a no-frills approach to e-commerce for many small businesses. The service is free and easy to set up and has a low, flat transaction fee that is similar to the average seller fees of all of its competitors, including eBay, Etsy, and Amazon. As an additional perk, Square Online Store is built so that its product listings can be easily linked to through Twitter, Facebook, and Pinterest. This means that social media-savvy business owners can utilize free social websites to promote sales or new items and provide direct links to their products for customers. For a merchant willing to invest the time and energy to cultivate an active social media presence, the leap to e-commerce can come at virtually no cost thanks to Square Online Store. Square merchants who are satisfied with the company’s service have very little to lose by opening a store in the Square Online Store.
Some Feature Shortcomings
Square Online Store does come with limitations, however. Each product listing is restricted to only one product image, and the layout of the online store is very basic in appearance. Additionally, a merchant’s Square Online Store site must be hosted within the Square directory and can’t be easily integrated into a preexisting domain that a merchant might own. Merchants who are seeking a high degree of customization or a specific domain name might find Square Online Store lacking.
Square Online Store Lawsuits
Though unrelated to its online store merchant service provider, Square settled a class action lawsuit filed against its food delivery service “Caviar” in 2018. The company was alleged to have withheld money from delivery workers left by customers as gratuities from 2012 to 2015 and agreed to pay $2.2 million dollars under the settlement.Customer Support
Square Online Store Customer Support Options
The other major drawback to the Square Online Store is the issue that plagues all of Square’s services: the lack of live customer support offered by the company. Square prefers to conduct its customer service almost exclusively through email and social media, although it does offer phone support to merchants who have active accounts (see: How to Contact Square). Hundreds of merchants have posted online about receiving responses from the company far too late or not at all, and the company has been very slow to adapt its customer support strategy to address this need. The possibility that a merchant might have issues with the Square Online Store and be unable to contact a customer support representative in a timely fashion makes it difficult to recommend Square Online Store and Square as an overall company.
Response from Square Online Store
Are you a representative of Square Online Store? Add your voice to this section for free!
Square Online Store BBB Rating Summary
Key Points - BBB
|Product & Service Complaints||2,030|
|Billing & Collection Complaints||674|
|Advertising & Sales Complaints||57|
|Guarantee & Warranty Complaints||18|
Note: We have adjusted this company’s BBB rating according to our own standards. To better understand why we adjust BBB ratings, please see our Rating Criteria.
Square’s BBB Complaints on the Rise
As of this update, the Better Business Bureau is reporting an “F” rating for Square despite 2,884 complaints filed in the last 36 months. Of the 2,884 total complaints, 2,030 are regarding problems with service, 674 with billing and collection disputes, 105 with delivery problems, 57 with advertising and sales issues, and 18 due to guarantee or warranty issues. The company has only resolved 313 of these complaints. 1,829 complaints were answered but have yet to receive a final response from the merchant. 49 complaints were unresolved following the merchant’s response. A high volume of complaints, 693 to be exact, were not answered by Square at all.
What Merchants Say
Square has also received 367 informal reviews to its BBB profile, only 11 of which were positive on tone, with 356 being negative. The most recent review describes an issue with Square’s Cash app:
Don’t ever use the cash app for any reason somebody hacked my account sent me a new card to my home address and these fools ain’t going to do nothing about it but say sorry. Someone hacked into their system and obtained my personal home address and sent me a fraudulent card! There is no phone number for you to use and if you look on the BBB website for Better Business Bureau, There is almost 3,000 complaints. Unlink your bank account and debit card throw away their card and delete the app now! If something happens to your money you will never get it back!
It’s unclear what this user’s specific problem was, but all Square Cash users are advised to watch out for Square Cash app customer support scams.
Pattern of Complaint
The BBB prefaces its profile with a warning regarding the pattern of complaints filed by merchants:
Pattern of Complaint
Square, Inc. came to BBB’s attention in December 2010. A review of the company’s complaints on file was done in October 2019. Based on BBB files this company has a pattern of complaints. Complaints on file state a lack of customer service specifically; a lack of timely response to urgent issues, assistance, and communication.
BBB reached out to the company so that they may respond to the complaints currently on file and explain the process of handling support tickets. To date, the company has not responded.
An “F” Performance
Due to the company’s high complaint count compared to its relatively short time in business, we agree with the BBB’s rating of an “F” for the purposes of this review.
Truth In Marketing & Advertising
|Employs Independent Resellers||No|
|Advertises Deceptive Rates||No|
|Discloses All Important Terms||No|
Square Online Store is advertised in the same way that Square’s credit card processing is advertised. The company is exceptionally transparent when it comes to its transaction fees, contract terms, equipment costs, and add-on services. Square Online Store has a very simple pricing structure and does not bury hidden costs in a complicated contract. Its quoted pricing for additional software modules is clear.
Problems Below the Surface
However, all Square products do have two major shortcomings: their lack of live customer support and the company’s fund holding policies. These two aspects of Square’s service are not fully addressed in its promotional materials, and thousands of merchants have reported that they were blindsided by problems related to these two specific issues. This can be described as either a marketing issue or a service issue. Since customer support and fund holds are generally unrelated to the Square Online Store product itself, they will not count against the company in this review.
Square Online Store Marketing Example
About Phillip Parker
Thank you for reading my review. I hope that it has helped you with your research.
Why I'm Qualified to Write About Credit Card Processing and Merchant Account Services
I'm a former credit card processing sales director who left the industry because I didn't like how it takes advantage of small business owners. It feeds like a leech on businesses and thrives by imposing fees that are nearly impossible to comprehend. Seeing a need for change, I left and built this website help business owners better understand the industry, research merchant services providers, and get refunds of excessive merchant account fees. My experience of working "behind the curtain" in the industry, and using that knowledge for good, has resulted in millions of dollars returned to hard-working small business owners as well as enterprise-level companies.
From the time that I starting working in the merchant services industry to when I left to create this website, I've been on the pulse of payments for nearly 15 years. It didn't seem fair to keep this "insider" knowledge to myself. To lift the fog, I've reviewed hundreds of companies, read thousands of user reviews, and learned the pricing tricks of every provider. If you have questions about credit card processing, you can find the answers on this website.