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Recurly Credit Card Processing 2023: Reviews & Complaints
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Recurly is a recurring billing service designed to help merchant accounts manage repeating payments and subscription billing. Recurly offers its own payment gateway and integrates with a number of third-party merchant account providers including Amazon Payments, PayPal, Braintree, Authorize.Net, Worldpay, and TSYS, but it does not provide its own merchant accounts, point-of-sale equipment, or mobile card processing. In other words, Recurly can be thought of as a third-party billing management service that merchants may use in conjunction with their existing merchant accounts. They also offer data reporting and analytics for their services.
In 2022, Recurly bought revenue recognition and forecasting company LeapRev.
Before we dive in, here’s a short summary of what we’ll cover:
- Recurly’s various payment processing services.
- Recurly is a recurring billing management provider for merchant accounts hosted by other processors.
- Recurly has received few complaints.
Payment Gateways and Methods
Recurly supports a wide array of payment gateways and methods, from credit cards and debit cards to digital wallets. This makes it easier for businesses to accept global payments and expand their market reach.
Plan Flexibility and Customization
Recurly allows for a high level of customization in creating subscription plans. Businesses can tailor billing frequencies, pricing models, and promotional codes to meet their specific needs.
The dunning management feature aims to recover revenue by addressing failed transactions and payment declines. Recurly’s system will automatically notify customers and attempt to process the payment again, reducing involuntary churn.
Revenue Recognition and Reporting
Recurly provides revenue recognition and financial reporting tools that comply with accounting standards. Businesses can easily track and report revenue, making it simpler to manage financials and forecast growth.
Security is a high priority for Recurly, and their system includes various fraud prevention mechanisms. These tools analyze transaction data to flag and prevent suspicious activities, thus enhancing payment security.
Analytics and Insights
Recurly’s analytics dashboard offers an in-depth look at key business metrics such as churn rates, lifetime value, and subscription growth. These insights aim to help businesses make data-driven decisions.
The platform offers several API integrations, allowing it to work seamlessly with other enterprise software solutions. This extends the utility of Recurly for businesses that are already using CRM, accounting, or other software.
Location & Ownership
Founded in 2010, the company is headquartered at 201 Spear Street, Suite 1100, San Francisco, CA 94105. Dan Burkhart is the co-founder and CEO of Recurly.
Table of Contents
- Costs & Contract: Offers month-to-month agreements and does not charge an…
- Complaints & Service: Has received fewer than…
- BBB Rating: Currently has an “F” rating with the Better Business Bureau and has…
- Sales & Marketing: Does not appear to hire independent sales agents and has not…
Recurly Customer Reviews
Here's What Their Clients Say
|Total Online Complaints||<10|
|Live Customer Support||No|
|Most Common Complaint||N/A|
Clean Complaint Record
We are unable to find any negative Recurly reviews on the usual consumer protection websites, and there are no other public indications that the company is a scam or a ripoff. The only vaguely negative comments about the company are related to a 2012 hardware outage that resulted in the loss of some subscribers’ billing information. The event appears to be an isolated incident that affected a small percentage of the company’s merchants, so it will not count against Recurly’s rating in this review. If you have your own Recurly review to make, please do so in the comments below.
We have not found any outstanding class-action lawsuits or FTC complaints filed against Recurly. Dissatisfied clients who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.
Recurly Customer Support Options
Recurly offers live chat support from Monday to Friday between the hours of 9 a.m. and 5 p.m. PST and also provides email support for non-urgent issues.
Recurly Customer Service Number
- (415) 558-6837 – Sales
Other Support Options
Paypal offers a dedicated email support address at [email protected], and it also offers live chat support through its website.
Recurly Online Ratings
Here's How They Rate Online
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.
No BBB Complaints
The Better Business Bureau currently assigns Recurly an “F” and is not showing accreditation for the company. The BBB has 3 complaints related to Recurly in the past 36 months. 2 of the complaints were resolved to the satisfaction of the client, while 1 was either resolved to the dissatisfaction of the client or received no final response. The company has not received any informal reviews from merchants, although these reviews are typically not subject to BBB verification.
An “A” Performance Overall
In light of the company’s clean complaint record, we have adjusted the BBB’s rating to an “A” at this time. Readers should note, however, that there are good reasons to be skeptical of the BBB’s rating system.
Recurly Fees, Rates & Costs
A Closer Look at The Contract
|Monthly & Annual Fees||Yes|
Three Pricing Plans
Recurly offers three different pricing tiers for its service: Starter, Professional, and Elite. The Starter plan is free for the first 12 months and $249 per month after that. The cost for the other two tiers is not listed on the Recurly site.
It is important to note that Recurly is a third-party service, so its fees will be billed in addition to a business’ existing merchant account fees and pricing. For this reason, we recommend that merchants pair Recurly’s service with a budget-friendly payment processor to keep costs low.
No Long-Term Commitments
Recurly offers its service on a month-to-month basis and does not charge any monthly minimum fees, early termination fees, PCI compliance fees, or other fees. Its “Starter” plan is intended for businesses who only need to accept credit card subscription payments, while its “Professional” plan adds ACH payments, invoicing, QuickBooks Online integration, Salesforce integration, multi-currency support, gift card support, and fraud management. Recurly’s pricing page notes that “other fees apply including client bank account fees (all gateways), and payment gateway fees (excluding Recurly’s payment gateway). Fees may apply to import existing cards/customers.” This seems to indicate that all Recurly fees are charged separately from the fees that may be charged by a client’s credit card processor, including transaction fees and cancellation fees.
Absence of Contract Complaints
There are no public complaints about Recurly’s pricing and contract terms, and its previously listed fees are fairly low considering the full feature suite that it provides. Additionally, it is difficult to justify paying extra for recurring billing when many merchant account providers include this service as part of their standard virtual terminals. Recurly therefore seems best for businesses that have an absolute need for expanded recurring billing tools and would be able to justify the additional cost of the service. Subscription-style businesses will be best served by obtaining competitive pricing through a merchant account provider and then integrating Recurly’s payment gateway on top of this service, rather than by signing up for a Recurly-compatible payment gateway and then trying to secure low merchant account fees afterward.
Recurly Employee Reviews & Sales Tacitcs
Should You Work For Them?
|Uses Independent Resellers||No|
|Discloses All Important Terms||Yes|
No Independent Sales Agents
Recurly markets itself primarily through traditional advertising methods and through strategic partnerships. The company does not appear to hire outside independent sales agents or engage in telemarketing, and we have not located any Recurly reviews that accuse the company’s sales representatives of deception or nondisclosure.
No Misleading Advertising
In addition, Recurly does not list any misleading rate quotes or teaser offers on its website. In light of these factors, we have awarded it an “A” rating in this category.
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