Bluefin Payment Systems: Is This the Right Payment Processor for You?

Bluefin Payment Systems is a merchant account provider headquartered in Atlanta, Georgia. The company was launched in 2007 and formerly operated under the name Capital Payments. Since mid-2012, it has grown its market share under the BluePay brand. BluePay offers a proprietary payment gateway called PayConex and specializes in secure e-commerce merchant accounts. They focus on encryption and tokenization to create their security. In 2022, Bluefin acquired TECS Payment Systems.

Point-of-Sale Systems

Merchant Account Solutions offers a range of point-of-sale (POS) systems designed to meet the needs of various businesses, from small retail stores to large restaurants.

E-Commerce Solutions

For online businesses, Merchant Account Solutions provides e-commerce solutions that allow merchants to accept payments through their websites or online stores. These solutions include secure payment gateways and customizable shopping cart integrations.

Virtual Terminal

Merchant Account Solutions offers a virtual terminal for businesses that do not need a physical payment terminal. This web-based application enables merchants to process payments securely from any internet-connected device.

Recurring Billing and Invoicing

For businesses with regular billing needs, Merchant Account Solutions offers a recurring billing and invoicing feature. This allows merchants to set up and manage recurring payments easily.

Reporting and Analytics

Merchants using Merchant Account Solutions have access to detailed reporting and analytics tools. These tools help track sales data, monitor customer spending habits, and analyze financial performance.

Customer Support

Merchant Account Solutions offers customer support via phone, email, and live chat. Their support team assists merchants with any questions or concerns related to payment processing services.

Insight into Bluefin Reviews

Our investigation has uncovered more than 25 negative Bluefin reviews, indicating some challenges with the company’s services. Issues frequently mentioned include delays in payouts, difficulties in reaching customer service, and problems related to fees or service cancellation. These complaints have been consistent over the past three years, suggesting areas where Bluefin could improve. We encourage you to share your Bluefin experiences in the comments below to provide a broader perspective on the company’s performance.

Public Complaints and Bluefin’s Response

Several complaints have highlighted concerns regarding Bluefin’s approach to managing public feedback. Complaints describe attempts by Bluefin to persuade customers to remove or amend negative online reviews, particularly following attempts to resolve issues highlighted in such reviews. While Bluefin asserts that responding to all reviews and inquiring about review updates post-resolution is standard practice, clients are advised to ensure their issues are fully resolved to their satisfaction before considering any adjustments to their public feedback.

Exploring Bluefin Customer Support

Bluefin offers several customer support channels, including a direct phone line and email communication. While these channels meet expectations for high-quality customer service, recent reports from merchants regarding the handling of complaints and resolutions have impacted Bluefin’s customer service rating.

PaymentPop Rating for Bluefin Payment Systems

Negative Feedback

I used Bluefin. Absolutely awful! High fees, a hidden early termination fee, and terrible customer support. I was charged for the PCI compliance expiration despite getting no notification emails. Bluefin said they would email when I signed up with them. As soon as I saw the charge, I renewed the PCI, but they refused to refund me the fee. They said they had sent an email but “It must have gone to your spam. It does that a lot.” They did not send any notification with my mailed invoices either. AVOID this company!

Positive Feedback

Had a great onboarding experience and customer service has been extremely responsive. Great fee structure as well. Very pleased overall!

Bluefin Payment Systems BBB Rating

The company has been accredited by the BBB since 2017. The BBB awards Bluefin BBB accreditation and an “A+” rating with 1 complaint filed in the last 36 months. Bluefin Payment Systems has a 1 out of 5 star rating based on 4 user reviews on the Better Business Bureau website.

What Merchants Say

Currently, Bluefin has 4 reviews posted in the last 36 months. The most recent review cited poor customer support:

So disappointed in this company. I have had nothing but issues. I was sent in all different directions, asked to resubmit, fill out new forms etc for days and then they tell me I need to create a brand new account. They could care less about their clients. After being a customer for 10 years they act like you are nothing. We have not been able to process a card for a whole week and now we are looking at another week with no credit card processor. The amount of my time they have caused me to waste is absurd. You would think they would work hard to keep your business but it seems like they could care less.

Clients can avoid this situation by taking the proper steps to cancel their merchant account without paying a fee.

An “A” Performance

Given the fact that the company has received only 1 complaint, we agree with the BBB’s rating at this time.

Google Maps Rating for Bluefin Payment Systems

Bluefin Payment Systems has a 3.5 out of 5 star rating based on 62 user reviews on Google Maps.

Positive Feedback

We have been using Bluefin, through Patron Manager, for the past two months. It is remarkably easy, secure, and very quick. Payments are made directly into our bank account within forty eight hours of the transaction, the fees are very comparable to what we’ve been paying, and customer satisfaction is at an all time high. We recommend it to anyone.

Negative Feedback

Horrible customer service from the start. Could not even help me set up a client account for weeks. Reps are unresponsive and vague and they only tried to help when I finally informed them I will be using another platform. My advice, use another company.

Variable Contract Terms

There is limited publicly available information about the specifics of Bluefin’s contract terms. The company’s program guide via First Data (Fiserv) is accessible, but it doesn’t detail specific costs or terms apart from the contract’s three-year duration and an undisclosed termination fee. While we’ve encountered 1 or 2 complaints related to fund-holds, considering Bluefin’s 2016 settlement (covered elsewhere in this review), it’s reasonable to assume that the company is now vigilant regarding potentially fraudulent payments. Merchants operating in borderline-high-risk industries should be mindful of this and may consider partnering with a high-risk specialist.

Virtual Terminal and Payment Gateway Pricing

Alongside its storefront payment processing services, Bluefin advertises its secure virtual terminal and payment gateway service, named Payment iFrame. However, pricing for these services is not disclosed on the website. Additional rates and fees, including gateway fees, technical support fees, batch fees, and extra transaction rates, generally apply to these e-commerce services.

No Red Flags

Bluefin doesn’t seem to have any publicly listed complaints about its contract terms. However, we did find one complaint filed under the Capital Payments name regarding unauthorized fees. Since it has been some time since Capital Payments completed its rebranding, this older complaint will not negatively impact Bluefin’s rating in this category. Bluefin has been awarded an “A” rating. Businesses are encouraged to compare Bluefin’s pricing to that of our best credit card processors.

In February 2016, Bluefin settled with the Federal Trade Commission after allegations of facilitating a telemarketing scam by The Tax Club, which targeted consumers starting home-based businesses. Post-settlement, Bluefin faced restrictions on processing payments for certain client categories and obligations to screen and monitor prospective clients for deceptive practices. This settlement underscores the importance of due diligence in merchant processing.

Inside Sales Team

Bluefin’s website is easy to navigate and generally much more informative than the average industry website. The company markets its proprietary PayConex gateway and clearly explains the terms of PCI compliance, for which it offers its clients a free reporting tool. Bluefin does not appear to use independent sales agents or practice deceptive marketing strategies, and there are currently no complaints that accuse the company’s sales team of nondisclosure or misrepresentation of costs. If you suspect that Bluefin is overcharging you, we recommend seeking a third-party statement audit.

Partnership With The Tax Club

Bluefin’s 2016 FTC settlement does suggest that the company may have improperly processed payments for a company that was bilking customers out of their hard-earned money. However, this type of conduct doesn’t negatively impact the experience that other Bluefin customers may have. While we would normally condemn any company’s efforts to intentionally scam other business owners, we don’t see the 2016 settlement as a red flag about Bluefin’s merchant-facing sales team. Still, we would encourage business owners to compare Bluefin to our list of best merchant services providers.

Bluefin Payment Systems has established itself as a solid e-commerce credit card processor, continuing the low complaint trend from its days as Capital Payments. The company’s straightforward and user-friendly website has played a key role in maintaining transparency, contributing to its high overall rating. Notably, there are very few complaints listed publicly, which speaks to the effective customer service and business practices at Bluefin.

However, a 2016 FTC settlement may have tightened the spectrum of business types Bluefin can accommodate, potentially limiting its suitability for higher-risk businesses. Those in higher-risk categories may need to explore other providers better tailored to their needs. Business owners are strongly encouraged to thoroughly examine all contract terms and compare them with offerings from top-rated processors to ensure they choose the best service for their specific requirements.