OpenEdge Review: Fees, Complaints, Lawsuits & Comparisons

About OpenEdge

Note: As of 2022, it appears that the OpenEdge brand has been almost entirely absorbed into its parent company Global Payments. As OpenEdge now appears to be a product within Global Payments, we will be shifting our updates to the Global Payments profile.

A Division of Global Payments

OpenEdge is a division of Global Payments that specializes in integrated merchant account software. In other words, OpenEdge enables merchants to add third-party and custom software to their existing payment systems. OpenEdge was created following Global Payments’ acquisition of PayPros and XCharge. OpenEdge should not be confused with an identically named business software solution from Progress Software, as the two brands are unrelated.

OpenEdge Payment Processing

OpenEdge processes payments for credit and debit cards for most business types. It boasts cloud-based/SAS solutions, mobile payments, APIs, a client server accessed from a desktop application, e-commerce solutions, solutions for unattended environments, deployed applications for API integration, and a semi-integrated unified commerce solution.

OpenEdge Location and Ownership

OpenEdge is a registered ISO of Wells Fargo Bank, N.A., Walnut Creek, California; a registered ISO of BMO Harris Bank N.A., Chicago, Illinois; and a registered ISO/MSP of Synovus Bank, Columbus, Georgia. Robert Cortopassi is the senior vice president of OpenEdge which is headquartered at 2578 W 600 N Lindon, UT 84042-1227.

Moderate Complaint Total

We are currently able to locate more than 50 negative OpenEdge reviews, some of which accuse the company of being a ripoff or a scam. Issues cited by complainants include unexpected fees, poor customer service, difficulty canceling service, and fund holds. Some of the available complaints go out of their way to state that they were satisfied with their service through PayPros but have been disappointed with the pricing and support offered after the acquisition and rebranding to OpenEdge. This is a clearly negative trend that appears to be worsening rather than improving over the past two years.

OpenEdge Lawsuits and Fines

We have not found any outstanding class-action lawsuits or FTC complaints filed against OpenEdge. Dissatisfied merchants who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.

OpenEdge Customer Service Options

OpenEdge offers live phone and email customer support channels. These options appear to do an average job of resolving complaints in-house, which has excluded OpenEdge from appearing in our list of top-rated merchant services providers for great customer service. We have assigned OpenEdge a “C” rating in this section due to its growing number of complaints.

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.

Nearly 20 Complaints

OpenEdge has been accredited with the Better Business Bureau since 2012 and currently has an “A+” rating. The company has received 16 complaints in the past 36 months. 8 of the complaints were due to a problem with a product or service and 8 were billing or collections issues. Only 1 of these 16 complaints were resolved by the company to the satisfaction of the merchant. The remaining 15 were resolved to the dissatisfaction of the merchant or received no final response.

In addition to those 16 complaints, OpenEdge has also received 10 informal reviews to its profile, 1 of which is positive and the rest negative. The most recent review mentions bad customer service and unexpected fees:

Merchant agreements can include terms and conditions that impose fee increases. Knowing which contract terms to avoid can help merchants avoid situations like this.

A “B” Performance

In light of the company’s complaint total and resolution ratio, we have adjusted the BBB‘s rating to a “B” at this time.

Multi-Year Contract

According to merchant complaints, the standard OpenEdge merchant account is a multiyear agreement with an early termination fee of up to $300, a monthly minimum fee of $40, a $24.75 quarterly PCI compliance fee, a monthly PCI non-compliance fee of $18 or $29, a $200 “infrastructure upgrade fee” that is somehow related to EMV compliance, and either tiered or interchange-plus pricing.

Some of these fees may be legacy costs from PayPros, but the consensus among complainants seems to be that a number of new fees have been added since the company was acquired and rebranded as OpenEdge. One merchant in the comment section of our PayPros review states that his per-transaction rates more than tripled after OpenEdge took over and that a company representative cited the acquisition as the main factor raising his rates.

Industry-Standard Pricing

Although the costs cited by merchants vary to some degree, they are generally average for the industry. OpenEdge has only been operating under its current name for a couple of years, so it may take some time to get an accurate sense of the company’s pricing structure. Given the available information, however, merchants are likely to obtain a better deal by working with a budget-friendly payment processor. If you have any specific knowledge of the standard OpenEdge contract, please share that information in the comment section below this review.

We also encourage merchants to check out our list of the providers of thebest merchant services.

Inside Sales Team

OpenEdge appears to market its services primarily via an inside sales team and the existing marketing channels available to Global Payments. OpenEdge does not list any deceptive rate quotes or unrealistic guarantees on its website, but we have found a few OpenEdge complaints that accuse the company’s sales team of nondisclosure of fees. In particular, an unexpected monthly PCI non-compliance fee of $18 has been cited as a source of frustration for many merchants, as has the company’s $300 early termination fee.

This does not compare favorably to our list ofbest credit card processors.

No Major Issues

OpenEdge’s sales issues do not appear to be especially widespread, but they have been mentioned with increasing frequency in recent years. If you suspect that OpenEdge is applying undisclosed fees to your account, you can double-check your monthly bill with a third-party statement audit.

An Average Option for Standard-Risk Businesses

OpenEdge appears to be an average merchant services provider according to our rating criteria. The company has seen an increase in complaints under its new name and may be struggling as a result of its acquisition by Global Payments, but its overall complaint total remains low-to-moderate. Merchants are encouraged to request and review all contract terms before signing up, and to compare those terms to top-rated credit card processors.