Payfirma Reviews & Complaints

Overall Score
3
full star full star full star empty star empty star
How did they treat you?
Pros and Cons
Pros: Cons:
Positive online testimonials Some undisclosed terms
Offers virtual terminal Variable processing rates
Payment gateway available Monthly minimum fees
Integrates with external systems Early termination fees
Low complaint rate Additional e-commerce fees

Overview

In this review of Payfirma, we'll take a closer look at key aspects like rates and fees, contract terms, and common complaints to give you a well-rounded view of their services. We'll also discuss industry ratings, employee reviews, and the company's marketing tactics to offer insights into their operations and reputation. A significant part of our discussion will focus on Payfirma's range of payment processing solutions, including point-of-sale systems, e-commerce and mobile payment options, and their security measures. We'll review their analytics and reporting features, customer support effectiveness, and the recent Visa & MasterCard lawsuit settlement, providing a clear and comprehensive overview of what Payfirma offers to businesses.

About Payfirma

Payfirma is a merchant account provider headquartered in Vancouver, British Columbia. The company appears to resell the merchant services of Chase Paymentech and First Data (now Fiserv). Payfirma was acquired by Toronto-based payment processor Merrco Payments in February 2018 and now operates as a wholly-owned subsidiary of Merrco though it retains its independent branding.

Payfirma Homepage

Payfirma Products and Services

Payment Processing

Payfirma offers payment processing for most major debit and credit cards across various business types. Their services include chip and PIN card readers, POS terminals, virtual terminals, e-commerce solutions, mobile payment options, and recurring billing.

Point of Sale Solutions

Payfirma provides a range of point-of-sale (POS) solutions to meet the diverse needs of businesses. These include traditional countertop terminals and tablet-based POS systems, equipping merchants with the necessary tools for secure and efficient transactions in physical retail settings.

E-commerce Payment Solutions

For online businesses, Payfirma offers e-commerce payment solutions that integrate easily into websites. Their secure payment gateway enables merchants to accept online payments, ensuring a user-friendly and secure checkout experience. Payfirma’s e-commerce solutions also support multiple currencies, allowing businesses to serve a global audience.

Mobile Payment Processing

Payfirma recognizes the importance of mobile commerce and offers mobile payment processing services for businesses on the move. Using mobile card readers and compatible applications, merchants can accept payments via smartphones or tablets, providing flexibility and convenience for both businesses and customers.

Security and Fraud Prevention Measures

Payfirma emphasizes security and fraud prevention, utilizing advanced encryption and tokenization technologies to protect sensitive customer data. They also offer fraud prevention tools to help businesses detect and prevent fraudulent transactions, ensuring a secure payment environment.

Analytics and Reporting Features

Payfirma provides robust analytics and reporting features that enable businesses to monitor their payment processing activities and gain valuable insights. These tools help merchants track sales, identify trends, and make informed decisions to optimize their payment strategies.

Payfirma payment processing
Payfirma offers most standard payment processing services

Payfirma Customer Reviews

Here's What Their Clients Say

Customer Reviews Summary
Total Online Complaints <10
Live Customer Support Yes
Most Common Complaint N/A
Recent Lawsuits No

Overview of Payfirma Reviews

Our examination reveals a small number of negative Payfirma reviews, with no allegations suggesting the company engages in scam or ripoff practices. Customer complaints primarily concern undisclosed rates and fees, delays in fund transfers, challenges in canceling services, and a significant early termination fee associated with a four-year contract. Additionally, feedback from Payfirma employees highlights concerns regarding the company’s corporate culture and strategic direction, though these comments have less impact on merchant experiences. We encourage you to share your Payfirma experiences in the comments below to contribute to a broader understanding of the company’s services.

Legal and Regulatory Status of Payfirma

No active class-action lawsuits or Federal Trade Commission (FTC) complaints have been identified against Payfirma. Clients seeking non-litigious resolutions for their disputes with the company are advised to contact appropriate regulatory bodies.

Assessing Payfirma’s Customer Support

Payfirma provides a comprehensive suite of customer support options, including live chat, a dedicated phone line, an email address, a customer support form, and a self-help portal. These resources aim to efficiently address and resolve client issues in-house, reflecting Payfirma’s commitment to customer satisfaction.

Contact Information for Payfirma Support

  • (800) 747-6883 – Toll-Free General Customer Service

Additional Support Resources

These customer support options position Payfirma favorably compared to leading payment processors recognized for exceptional customer service, indicating a proactive approach to customer care.

This content has been updated to provide a balanced overview of Payfirma, incorporating insights from customer feedback, information on legal matters, and the quality of customer support services. By including SEO-optimized terms related to “reviews,” “complaints,” and “customer service,” the revision aims to enhance discoverability and offer valuable insights to individuals and businesses considering Payfirma’s services.

Payfirma Online Ratings

Here's How They Rate Online

Online Ratings Summary
BBB Reports 1

Under 5 Complaints

Payfirma is not an accredited business with the Better Business Bureau. As of this review, the company has an “A+” rating with the BBB and has had 1 complaint filed against it in the last 36 months.

What Merchants Say

The company also has had 0 informal reviews posted to its BBB profile in the last 36 months. Before that period the BBB documented 1 review, which was negative in tone. The review described hidden fees:

Signed up with PAYFIRMA 3 months ago. Their representative assured us that their pricing is as follows: “Our pricing is very simple. We charge $19/month to use our PAYHQ platform and we simply markup up the credit card rates by 0.50% on the raw costs of the card type” In the past 3 months we have not had a chance to process any credit card transactions yet, but as it turned out we we were charged $144.90 in addition to the disclosed monthly $19.00 fee. When we asked PAYFIRMA about these charges, they said they can fix the set up so that only $19.00 is charged, but they cannot refund the fees that were already charged. We realize that we should’ve examined the fine print on the contract, however payfirma’s representative should have disclosed all the fees, not just one. Obviously, all he cared about was the sale, never heard from him after signing. We never got to process card transactions with PAYFIRMA, but I am certain that if we had, there would be more hidden fees turning up every step of the way. So far we got charged $201.90 and PAYFIRMA is intending to charge a $295 cancellation fee for absolutely no services provided by them. I hope this review helps others, seeking merchant services, turn to a better company than PAYFIRMA.

Clients seeking to avoid this experience should diligently review contracts to better which fees they could incur.

An “A” Performance Overall

Given the company’s complaint total, we agree with the BBB’s rating at this time. Business owners should be aware, however, that there are reasons to be skeptical of the BBB’s rating system.

Payfirma Fees, Rates & Costs

A Closer Look at The Contract

Cost & Fees Summary
Cancellation Penalties Yes
Monthly & Annual Fees Yes
Processing Rates Variable
Equipment Leasing Yes

Payfirma Pricing

Currently, the Payfirma website does not display its rates or fees. However, in a previous review, the site advertised rates averaging 1.99% plus $0.25 per transaction alongside a flat monthly fee, depending on the service. The Payfirma Chase MPA Setup Guide lists additional fees, including a $40 monthly minimum fee for businesses processing under $2,500 monthly, a $99 mobile card reader, a $5 fee per extra user, and an unspecified setup fee. Another document below outlines additional costs in its standard Chase Paymentech contract, such as a $300 early termination fee, an annual fee ranging from $10 to $89.95, application fees starting at $25 for Visa and MasterCard, and a monthly admin fee of at least $10. This document also details tiered pricing.

Payfirma Fees Clarifications

According to a company representative’s comment on this review, Payfirma boards most clients with First Data (Fiserv) and does not charge annual or PCI Compliance fees. Early termination fees are only applicable if businesses lease credit card equipment through Payfirma, with lease agreements through First Data (Fiserv) being non-cancellable.

Virtual Terminal and Payment Gateway Pricing

Apart from storefront payment processing, Payfirma also offers virtual terminal and payment gateway services. However, pricing for these services is not disclosed. Additional rates and fees, including gateway fees, technical support fees, batch fees, and additional transaction rates, usually apply to these e-commerce services.

Negotiate Your Terms

While these contract terms appear slightly better than average, their competitiveness may vary depending on enforcement. Many terms are negotiable based on business size, type, and tenure. Some provisions in the provided document may be outdated. It remains unclear if the previously listed pricing or the company’s Chase Paymentech model is still relevant.

Seemingly Satisfactory Contract Terms

Although the company’s advertised terms offer transparency regarding service costs, they may not be the most cost-effective in the industry, particularly compared to the cheapest merchant accounts available. At present, only one complaint about Payfirma’s contract terms is located, suggesting overall client satisfaction.

Payfirma virtual terminal
Payfirma offers access to a virtual terminal and payment gateway

Payfirma Employee Reviews & Sales Tacitcs

Should You Work For Them?

Jobs & Marketing Summary
Uses Independent Resellers Yes
Telemarketing Likely
Misleading Marketing No
Discloses All Important Terms No

Payfirma Sales Approach

Payfirma appears to offer referral and reseller programs and employs both in-house and external sales teams to market its services. We are currently able to locate only one Payfirma review that mentions unethical sales practices by the company’s agents. This complaint describes nondisclosure of fees and misrepresentation of rates, but it was filed in 2012 and is the only Payfirma review of its kind. That said, if you suspect that Payfirma’s sales team has added undisclosed fees to your account, we recommend seeking a third-party statement audit.

Previous Rate Quotes

At the time of an earlier update, the Payfirma website advertised a rate of “1.99% + $0.25 per transaction” but disclosed in smaller font that “this rate can go up the fancier a card gets (ex. reward and corporate cards.)” Therefore, businesses should not assume that the rate quote of 1.99% plus $0.25 is a flat rate; in fact, it is more likely to be the company’s “Qualified” transaction rate, while the company charges higher rates for “Mid-Qualified” and “Non-Qualified” transactions. This rate quote seems to have been removed from the credit card processor’s website since then.

Our Payfirma Review Summary

Our Final Thoughts

Payfirma is recognized as a dependable credit card processing provider, demonstrating commendable performance according to existing evaluations and data. The company benefits from a notably low rate of customer complaints and a collection of favorable online reviews, which reinforce its credibility in the payment processing arena. However, some aspects of Payfirma’s contract, particularly terms that could lead to unforeseen expenses for business owners, have slightly diminished its overall rating. These terms might include long-term contracts, early termination fees, or other clauses that could impose additional financial burdens on merchants.

As Payfirma continues to expand its operations and cement its standing within the payment processing industry, its rating could fluctuate. New feedback and user experiences will play critical roles in shaping the company’s reputation over time. For business owners considering Payfirma for their processing needs, it is advisable to undertake a thorough comparison of what Payfirma offers against the services provided by the highest-rated merchant accounts in both the U.S. and Canada. This comparative analysis will help ensure that they choose a service that not only meets their immediate needs but also offers favorable terms and robust customer support, aligning with the best practices in the industry.

Location & Ownership

Founded in 2011, Payfirma is headquartered at 1185 West Georgia Street, Suite 740, Vancouver, British Columbia V6E 4E6 and is a registered ISO of Wells Fargo Bank, N.A., Canadian Branch, Toronto, ON, Canada. Following the company’s acquisition by Merrco Payments, Payfirma’s co-founder and CEO Michael Gokturk stepped down. Fern Glowinsky is listed as the CEO of Merrco Payments.

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Testimonials & Complaints

How Did Payfirma Treat You?

9 User Reviews

  • Jacques Tjonasan

    I have been a customer of Payfirma for close to 2 years.
    The online platform for processing payments an 8.5 out of 10. The reports available are less functional.
    I do not use the Invoicing feature. Customer service is very good. Their rates are very competitive. I have done Merchant analysis for clients on a regular basis and recommend Payfirma whenever clients ask.

  • peter drummond

    I’m a rep from Payfirma and wanted to give some clarity around our pricing. We board most of our customers with FIrst Data and have no cancellation fees for anyone on our PayHQ platform. The only time we do charge a cancellation fee is if the merchant is renting a traditional terminal. We don’t charge any annual fees or PCI fees.

  • Michael DiMartini

    Payfirma is a dangerous organization that will provide you with overly complicated ways to cancel their services with a large amount of hidden fees. I run a small business that is based online and we reside in the US. Using their services actually has cost me almost 10% of my credit card transactions. There are far better solutions with a lot less hidden fees and lies. Also, they only provided Visa and Mastercard – American Express, etc had to have an additional service and more fees. Super tricky and their sales techniques are down right lies and their support staff will hide the truth from you at every step. Run do not walk away from this group.

    • Angie Gregory

      We were interested in switching our business over to payfirma, upon doing my due diligence of checking reviews your response to this complaint has definitely caught my attention and not in a good way. Payfirma you need to work on your customer service!

  • Jason Gibbs

    We use Payfirma for our ecommerce website and on the road. They are great! Always on hand to assist us anytime we need anything.

    Also of note, this is the only company we’ve found that gives us ecommerce, mobile and terminals all under a single account. Usually we have to sign up with many vendors to get what they offer single source, that’s a life saver (and price saver) for companies like ours.

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