October 2021 Update: JetPay Merchant Services was acquired by the NCR Corporation. JetPay’s former website domain redirects visitors to the NCR website. Moving forward, we will no longer update this review. However, all data included in the review is current as the finalization of the acquisition and will be left available for merchants to reference.
JetPay Merchant Services Overview
JetPay Merchant Services is a merchant account provider specializing in technology solutions for the e-commerce and card-not-present marketplace. JetPay’s website states that the company’s services adapt to any website/payment application, as it requires no special software or setup. JetPay was acquired by payment technology company NCR Corporation in October 2018.
Acquired by NCR
On October 2018, NCR announced its acquisition of JetPay. The company was acquired by way of a $184 million dollar stock purchase. According to a press release tendered by NCR:
“The acquisition of JetPay is a key, strategic initiative that will enable NCR to create a full, end-to-end integrated payments offering for its enterprise-wide POS customers,” said NCR President and Chief Executive Officer, Michael D. Hayford. “Enabling payments as part of our transactions is part of our long-term strategy to create integrated value for our clients.”
As of this review, JetPay has been completely integrated into the NCR brand.
JetPay Location and Ownership
JetPay’s payment processing headquarters can be found at 3361 Boyington Dr., #180, Carrollton, Texas 75006, which is right next to the offices of TransTech Merchant Group and Certified Payment Processing. JetPay LLC is a registered ISO/MSP of Esquire Bank, Garden City, New York, Synovus Bank of Columbus, Georgia, Peoples Trust Company, Vancouver, Canada, and BMO Harris Bank of Chicago, Illinois. Diane (Vogt) Faro is listed as the CEO of JetPay.
Customer Reviews & Sentiment
Low Complaint Total
At the time of this update, we are unable to locate any JetPay complaints that accuse the company of being a scam or a ripoff. In fact, we can only find a couple of complaints that describe poor service, high fees, and cancellation penalties. Given the company’s contract terms, this low complaint total is surprising, but it appears that JetPay’s support team does an excellent job of resolving complaints before they are taken to public forums.
JetPay Lawsuits
We have not found any outstanding class-action lawsuits or FTC complaints filed against JetPay. Dissatisfied merchants who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.
JetPay Customer Support Options
JetPay appears to employ an in-house customer support team with a dedicated email address, contact form, and phone number. This is consistent with our expectations for great payment processing customer service.
Client Satisfaction Ratings
| Product & Service Complaints | 9 |
|---|---|
| Billing & Collection Complaints | 3 |
| Advertising & Sales Complaints | 0 |
| Guarantee & Warranty Complaints | 0 |
| Delivery Complaints | 0 |
Over 10 BBB Complaints as NCR Corporation
JetPay currently has a profile that forwards to NCR Corporation’s score and review page. Currently, NCR holds a “D-” rating with the Better Business Bureau and is not accredited by The Better Business Bureau. The company’s profile is currently showing 501 complaints in the last 36 months.9 of the complaints were due to a problem with a product or service and 3 were billing or collections issues. Only 5 of these 12 complaints were resolved by the company to the satisfaction of the merchant. The remaining 7 were resolved to the dissatisfaction of the merchant or received no final response.
What Merchants Say
JetPay as NCR Corporation has received 2 informal reviews in the last 36 months. Both reviews were negative, and the most recent review mentions broken equipment and technology that was not fixed:
Ncr silver is an awful company! I have been with them for regretfully 7 years. Their website option is a joke. It does not work with any plataforms. It is not professional! They sold me the idea that when a product broke they would replace it free of charge during the life of the product. There is not the case after many phone calls and waste of my time and my staff time. They will not replaced a product. Please stay away! Chose better companions shopkeep, square app, Shopify!!! It’s just a matter of time before I will replace them as it is time consuming doing this before the busiest time of the year is approaching for us.
Excellent customer service is invaluable for any merchant service provider to maintain relationships with businesses employing its services. Merchants should review their options providers who exemplify high-quality customer service.
A “D” Performance Overall
In light of the company’s complaint total, we agree with the BBB’s rating at this time. Merchants should be aware, however, that there are good reasons to be skeptical of the BBB’s reviews.
Card Processing Rates & Fees
JetPay Pricing
JetPay’s merchant terms and conditions are available below. The company offers a three-year contract with a clause demanding the right of first refusal before a merchant switches to a different provider. If a merchant switches without providing JetPay a chance to match a competitor’s rates, the merchant will owe an early termination fee of either $550 or Liquidated Damages, whichever is greater. The company’s formula for liquidated damages appears to have the potential to put merchants on the hook for a very high cancellation fee, and we have found one merchant complaint that mentions a $500 cancellation fee. It’s possible that JetPay enforces this policy selectively, or that it is adequately explained at the point of signing. Additionally, the standard JetPay contract appears to offer tiered pricing, which is less transparent and usually less competitive than Interchange-plus.
Substandard Contract Terms
The actual terms listed in JetPay’s standard contract appear to warrant a “D” rating, but the general lack of complaints about the company’s contract inclines us to award the company a “C” in this category. Merchants are encouraged to compare JetPay’s pricing to the cheapest merchant account providers in the industry. See the JetPay Merchant Agreement.
Bottom Line
A Decent Credit Card Processor
According to our rating system, JetPay rates as a better-than-average merchant services provider. Although it does not quite rank among the top overall merchant account providers, the company enjoys a very low complaint rate despite contract terms that could result in extraordinarily high cancellation fees. This seems to suggest that the company’s sales and support teams do an excellent job of servicing their accounts and resolving complaints in-house. The company’s overall rating may change if it does not continue to maintain this low complaint volume.
JetPay Merchant Services Rating
