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Merchant e-Solutions or MerchantE is a merchant account provider headquartered in Atlanta, Georgia, that provides credit card processing services for most business needs, including global payments and e-commerce. The company’s website states that it was founded in early 2000 by a team of mostly former executives of Bank of America Merchant Services and has since been acquired by a Brazil-based merchant services provider called Cielo S.A. Additionally, Merchant e-Solutions claims to process over $17 billion in transactions annually and support 150 global currencies. As of 2020, it appears that the Merchant e-Solutions name is being phased out and rebranded as MerchantE. The original website now redirects to merchante.com, and the Better Business Bureau’s page points users to MerchantE’s BBB listing. This comes shortly after the company’s announcement in April 2020 that it would be partnering with Payouts Network, but the exact details of this strategic partnership are unknown. In 2022, Ceilo sold MerchantE to Integrum.
MerchantE Payment Processing
MerchantE processes all major debit and credit cards for most business types. Their services include POS solutions, mobile solutions, ACH processing, access to virtual terminals and payment gateways, other e-commerce services, employee payment services, and cash flow management.
MerchantE offers a payment gateway that enables businesses to securely accept credit and debit card payments online. The gateway is designed to be fast, reliable, and easy to use.
MerchantE provides a virtual terminal that allows businesses to accept payments over the phone or through mail order. The virtual terminal is designed to be secure and simple to use.
MerchantE offers mobile payment solutions that enable businesses to accept payments through smartphones and tablets. Their mobile payment solution is designed to be fast, secure, and reliable.
Gift and Loyalty Cards
MerchantE provides businesses with the ability to offer gift and loyalty cards to their customers. This solution is designed to incentivize customer loyalty and increase sales.
MerchantE offers ACH processing services that enable businesses to accept electronic payments directly from bank accounts. This service is designed to be fast, secure, and reliable.
MerchantE provides businesses with fraud prevention tools that help reduce the risk of fraudulent transactions. This solution is designed to protect businesses from chargebacks and other types of fraud.
Location & Ownership
MerchantE, Inc. is a registered ISO/MSP of Wells Fargo Bank, N.A., Concord, CA; Synovus Bank, Columbus, GA; and Fresno First Bank, Fresno, CA; with headquarters located at 1150 Sanctuary Pkwy STE 300 Alpharetta, GA 30009. Mike Rouse is the CEO of Merchant e-Solutions.
Table of Contents
- Costs & Contract: Offers a three-year contract with an early termination fee of $300 or more…
- Complaints & Service: Has received more than 10 public complaints regarding…
- BBB Rating: Has been accredited by the BBB since 2020 and has an “A+” rating with 0 complaints and 4 reviews in regards to…
- Sales & Marketing: Hires independent sales representatives and has received some complaints about its…
Merchant e-Solutions Customer Complaints & Reviews
Here's What Users Think
Total Online Complaints
Live Customer Support
Most Common Complaint
Moderate Complaint Volume
We were able to locate a few negative Merchant e-Solutions reviews on this and other consumer protection websites that accuse the company of being a scam or a ripoff. The available client complaints mention the contract’s automatic renewal, the company’s unexpectedly large liquidated damages early termination fee, strange Amex charges for consumers, poor customer service, and fund holds. We are also able to locate over 10 complaints posted by current and former employees who express dissatisfaction with the work environment both before and after the company was acquired by Cielo S.A., but these issues will likely have little to no impact on businesses. If you have your own Merchant e-Solutions review to make, please do so in the comments below.
Merchant e-Solutions Lawsuits and Fines
In 2013, Merchant e-Solutions appears to have been sued over a patent, though the case looks like it was dealt with out of court and dismissed. 2020 saw a former employee sue the company over an undisclosed matter, but this case was dismissed as well. Dissatisfied clients who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.
Merchant e-Solutions Customer Support Options
Merchant e-Solutions has seen its grade drop to a “C” in this section due to the complaints describing very large termination fees and a concerning number of fraudulent charge complaints. The company provides a dedicated 27/7/365 phone support line and email address on its website, but its support channels are not sufficient to qualify it as a top-rated processor for customer service.
Merchant e-Solutions Customer Service Numbers
- (855) 949-7474 – General Customer Service
- (866) 934-3671 – Sales
Other Support Options
- Customer support form on its website
Merchant e-Solutions Reviews Online
Our Better Business Bureau Profile Assessment
Under 5 Complaints
Previously, Merchant e-Solutions had a profile with the BBB under that name and one under MerchantE, but only the MerchantE profile remains. This profile has been accredited with the Better Business Bureau since 2020 and has a score of “A+”. The company’s profile is currently showing 0 complaints in the last 36 months.
What Merchants Say
=MerchantE has received 4 informal reviews in the last 36 months, all negative. The negative review mentions fraudulent charges:
MerchantE errantly charged my company rental fees on equipment we had purchased outright. When this was discovered and they were notified, they only refunded 4% of the fees they took from us. There is no dispute about the error yet MerchantE has failed to return the funds that are owed to us. We will be seeking legal action if this doesn’t get resolved in the next few days.
Clients in this situation may benefit from learning how to get out of a contract with a processor without paying a fee.
An Improved Rating
At the time of a previous review, the company had 6 complaints posted to its Spokane BBB profile. It is possible that with Merchant e-Solutions’s recent relocation of headquarters, some complaints were lost in the restructuring of BBB profiles. However, given the company’s current clean complaint record, we agree with the BBB’s rating at this time. Business owners should note, however, that there are good reasons to be skeptical of the BBB’s rating system.
Merchant e-Solutions Fees and Rates
A Closer Look at the Contract
Monthly & Annual Fees
According to the company’s standard contract, terms and conditions, and the company’s pricing table found on its website, Merchant e-Solutions offers a typical agreement of 3 years with automatic renewal for one year, an early termination fee of $300, an annual PCI Compliance fee of $34.95, a $20 monthly minimum fee, a chargeback fee of $25, a qualified rate of 2.69% plus $0.30 per transaction, and an additional 1.95% plus $0.10 for Non-Qualified transactions. This pricing table is co-branded with PayPal, which could indicate that some of the listed fees are charged by PayPal rather than Merchant e-Solutions.
Virtual Terminal and Payment Gateway Pricing
In addition to its storefront payment processing services, Merchant e-Solutions also dedicates a portion of its website to advertising its virtual terminal and payment gateway services. However, pricing is not disclosed on either of those services. Additional rates and fees, including gateway fees, technical support fees, batch fees, and additional transaction rates typically apply to these e-commerce services.
Beware of Liquidated Damages
A separate document detailing the company’s terms and conditions (also available below) describes a liquidated damages early termination fee, which is calculated by taking “the greater of $300 or the product of (i) the average monthly Processing Fees over the most recent 6 months, and (ii) the number of months, including any pro-rata portion of a month, then remaining in the Initial Term or any Renewal Term, as applicable. If the Merchant Agreement has been in place less than 6 months, the average monthly Processing Fees shall equal the average monthly fees (net of interchange and assessments) that Processor would have received based upon Merchant’s representations on its Application.”
We are also able to locate complaints and company rebuttals online that confirm this liquidated damages fee and some that mention an annual PCI Compliance fee of up to $69.95 with a $15-25 monthly minimum fee. These terms are less competitive than those offered by the cheapest merchant accounts, although the PCI Compliance fee is slightly lower than usual. We therefore award the company a “D” grade in this category. We encourage business owners to check out our list of the providers of the best merchant services.
Merchant e-Solutions Jobs and Employment
Hiring Standards and Ethical Marketing Assessment
Uses Independent Resellers
Likely through independent agents
Discloses All Important Terms
Outside Agents and Resellers
Merchant e-Solutions appears to rely on referrals and partnerships with ISOs and independent sales agents to market its services. This marketing practice can often result in an elevated complaint rate, as it is difficult for any company to regulate the conduct of a network of independent sales entities. In this case, we have located a handful of Merchant e-Solutions reviews that mention undisclosed fees and contract terms, specifically with respect to the company’s automatic renewal clause. This does not compare favorably to our list of best credit card processors.
No Deceptive Quotes
The company does not appear to engage in any deceptive advertising strategies in its official materials. However, the nature of its available complaints inclines us to award its sales team a “B” for now. If you suspect that you have had undisclosed fees added to your Merchant e-Solutions contract, we advise seeking a third-party statement audit to eliminate hidden charges.