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Salesforce Commerce Cloud Review: Fees, Complaints, & Lawsuits

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Rating

5/5
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(800) 720-0371

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A Powerful E-Commerce Platform

Formerly known as “Demandware,” Salesforce Commerce Cloud is an e-commerce merchant account solution offered by Salesforce. From 2004 to 2016, the product was sold by Demandware as an enterprise-class, cloud-based payment platform. Salesforce acquired Demandware for $2.8 billion in 2016 and renamed its flagship product Salesforce Commerce Cloud. The product’s branding, including its URL, has been integrated under the Salesforce umbrella. Salesforce Commerce Cloud advertises that its payments are powered by Stripe.

Salesforce Commerce Cloud Payment Processing

Salesforce Commerce Cloud processes all major debit and credit cards for most business types. Their services include e-commerce storefronts, B2B payments, B2C, and order management.

Salesforce Commerce Cloud Location and Ownership

Salesforce Commerce Cloud is headquartered at 415 Mission Street, 3rd Floor, San Francisco, CA 94105, and does not disclose its acquiring bank or back-end processor though customer reviews reflect that Salesforce has retained the back-end integration previously provided by Demandware in an effort to provide consistency. Marc Benioff is the CEO of Salesforce.

Salesforce Commerce Cloud Review Table of Contents

  • Costs & Contract: Salesforce Commerce Cloud appears to offer variable contract terms that will depend on each merchant’s business type and processing history.
  • Complaints & Service: Salesforce Commerce Cloud complaints number fewer than 10 on public complaints forums.
  • BBB Rating: Salesforce Commerce Cloud does not have a profile with the Better Business Bureau at this time.
  • Sales & Marketing: Salesforce Commerce Cloud does not appear to hire independent resellers and has not received any complaints about its sales practices.

Is the BBB Rating for Salesforce Commerce Cloud Accurate?

Better Business Bureau Profile

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No Current BBB Profile

The Better Business Bureau does not maintain a profile for Salesforce Commerce Cloud at this time. We therefore will not factor a BBB rating into this review. It should be noted that Salesforce itself currently has a “D-” rating with the BBB, but it’s difficult to know how many of its complaints have to do with Salesforce Commerce Cloud.

How Expensive is Salesforce Commerce Cloud?

Rates, Fees, and Contract Terms

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Cost Summary

Swiped Rate 1.00% - 4.99%
Keyed-in Rate 1.00% - 4.99%
Early Termination Fee Undisclosed
PCI Compliance Fee Undisclosed
Equipment Lease Terms Undisclosed

Unclear Pricing Details

There is currently very little publicly available information about Salesforce Commerce Cloud rates and fees. Salesforce has not added any hard figures for the service to its “Pricing” page, and the Salesforce Commerce Cloud doesn’t disclose any of its pricing details. According to the company’s FAQs:

Pricing varies based on each customer’s individual needs. Our sales team will work with you to tailor a package that meets your requirements and price considerations, no matter your company’s size or industry.

Multiple third-party reviews of Demandware show that the company preferred to offer custom price quotes that were tied to its users’ growth within the platform. In addition, Demandware was heavily focused on targeting enterprise-level businesses that make over $20 million per year.

Geared Towards Enterprise-Scale Businesses

For these reasons, smaller businesses and even some mid-level merchants should consider that Salesforce Commerce Cloud may not be priced at a competitive level for them. With options for B2B and B2C commerce, Enterprise-scale businesses will need to weigh the features and benefits provided by Salesforce Commerce Cloud against its costs. Demandware typically offered a pricing structure that increased in cost as its users grew their business through the platform, so Salesforce Commerce Cloud users should be prepared for percentage-based quotes in addition to yearly subscription quotes.

Partnered With Several Processors

In general, there are no Salesforce Commerce Cloud complaints about pricing, so the product will receive an “A” for the time being. It is worth noting that the company partners with a number of providers, including Checkout.com, Veritrans Merchant Services, and Braintree Payment Solutions for payment processing services; some of these partners offer rates that are competitive with the cheapest merchant accounts.

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

Does Salesforce Commerce Cloud Use Deceptive Marketing?

Advertising & Sales Strategy

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Key Points

Employs Independent Resellers No
Advertises Deceptive Rates No
Discloses All Important Terms No

No Sales Complaints

Like other cloud-based e-commerce platforms, Salesforce Commerce Cloud appears to primarily market itself via an in-house sales staff, traditional marketing, referral partnerships, and as an add-on of Salesforce’s existing business software. There is no indication at this time that the company employs independently contracted sales agents, and we cannot find any Salesforce Commerce Cloud complaints that accuse the company of deceptive sales conduct.

This compares favorably to our list of best credit card processors.

No Deceptive Quotes

Salesforce Commerce Cloud does not advertise any merchant account-related pricing on its website, and the company’s website states that sales staff provide quotes on customized pricing for each merchant. In light of these factors, we feel that Salesforce Commerce Cloud deserves an “A” in this category. That said, if you suspect that Salesforce Commerce Cloud is charging you undisclosed fees, we recommend seeking a third-party statement audit.

Does Salesforce Commerce Cloud Deserve Your Business?

Review Summary & Our Thoughts

A Solid E-Commerce Solution

Salesforce Commerce Cloud rates as a reliable enterprise-scale e-commerce merchant services provider according to our rating criteria. Although the company is still emerging from a period of transition and does not disclose much information about its pricing, it currently compares favorably to the leading e-commerce platforms. If its pricing and features remain the same from its days as Demandware, Salesforce Commerce Cloud will be much better suited for large and enterprise-level businesses than for small and midsized businesses.

5-Star Rated Salesforce Commerce Cloud Competitors

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About The Author

Phillip Parker is a Payments Industry Analyst and creator of this blog, CardPaymentOptions.com. Phillip is passionate about researching merchant service providers and payment industry trends. He is often quoted as an expert source in national publications such as INC Magazine, The Los Angeles Times, Entrepreneur, and many others.

“I started this blog because I was disgusted by the business practices of the merchant services industry. I wanted to empower business owners by providing insight on how to avoid shady merchant account providers and costly credit card processing mistakes.” 

Phillip’s Processor Comparisons

Picking a credit card processor can be a headache, but we’ve made it easy. Phillip recommends comparing the best merchant services providers we’ve researched.

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