Stax by Fattmerchant 2023: Reviews & Complaints

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Stax by Fattmerchant Rating
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We have recently lowered Stax’s rating due to the company refusing to provide its customers with detailed account statements regarding individual transactions and the associated interchange fees. Stax claims to pass along base interchange fees with no markup; however, refusing to provide detailed statements makes it impossible to verify that the company is doing so accurately. We cannot recommend Stax until the company provides complete transparency to its customers in an easily accessible format.

Company Overview

Headquartered in Orlando, Florida, Stax by Fattmerchant is a subscription-style merchant account provider that was established in 2013 but began operations in early 2014. The company was previously known as “Sunshine Payment Services” and is a reseller of NPC/Vantiv (now Worldpay).

Stax by Fattmerchant Payment Processing

Like Payment Depot or Transparent Merchant Services, Stax by Fattmerchant specializes in charging merchants a flat monthly fee and a fixed per-transaction fee with no percentage-based rates. Fattmerchant offers merchant accounts via mobile phone payment processing as well as a robust virtual terminal for e-commerce merchants. The Stax mobile app is available on iOS with a just-released Android app. It can be used as a standalone solution or as part of an integrated omnichannel platform that includes both card-present and card-not-present processing. Additionally, all transactions, drafts, catalog items, and inventory updates made in the mobile app are synced in real-time across all devices, including Stax by Fattmerchant’s virtual terminal.

Subscription-Based Pricing Model

One of the standout aspects of Stax by Fattmerchant is its subscription-based pricing model, which differentiates it from many other providers in the industry. This transparent pricing structure offers businesses a cost-effective alternative to traditional percentage-based fees, resulting in potential savings for merchants processing a high volume of transactions.

Omni Software Platform

The proprietary Omni software platform developed by Stax is another distinguishing feature. This all-in-one platform consolidates payment processing across various channels, providing a unified view of a business’s transactions. The platform’s user-friendly interface and real-time analytics offer a seamless experience that simplifies payment management for merchants.

Integrated Inventory Management

Stax’s integrated inventory management system is a valuable addition to its suite of services. This feature allows businesses to maintain accurate inventory records and streamline their operations. By integrating inventory management directly into the payment processing platform, merchants can optimize their workflow and save time on manual tasks.

Virtual Terminal with Invoice Management

Stax’s virtual terminal goes beyond basic payment processing by incorporating advanced invoice management features. Merchants can create and send customized invoices, track outstanding payments, and even set up automated reminders for customers. This added functionality makes it easier for businesses to manage their invoicing and receivables.

Developer-Friendly API

Another unique aspect of Stax by Fattmerchant is its developer-friendly API, which allows for seamless integration with third-party platforms and custom applications. This flexibility makes it easier for businesses to tailor their payment processing solution to their specific needs and integrate it with other systems they may already be using.

A Powerful Competitor to Stripe

Stax by Fattmerchant’s e-commerce solution offers many of the same features as the popular payment aggregator Stripe but with several notable improvements. While both services offer an API for developers, a month-to-month contract, and integrated mobile payment options, only Stax provides a lower per-transaction fee, a customer support phone line, next-day funding, and QuickBooks integration. Stax’s linked mobile solution supports invoicing, manually keyed-in transactions, saved payment methods, and camera-scanned cards. Businesses are also able to add on a Bluetooth reader or terminal if they choose to accept card-present transactions.

Location & Ownership

Fattmerchant is a registered ISO/MSP of Fifth Third Bank, Cincinnati, Ohio. Fattmerchant is located at 618 E South St Suite 510, Orlando, FL 32801. Suneera Madhani is the founder and CEO of Fattmerchant, while Sal Rehmetullah is also listed as a founder.

Video Summary

Table of Contents

  • Costs & Contract: Offers a month-to-month contract through Vantiv/Worldpay with no early termination fee and…
  • Complaints & Service: Has received fewer than 10 public complaints regarding…
  • BBB Rating: Has an “A+” rating with the Better Business Bureau and has received 66 complaints and 41 reviews in regard to its…
  • Sales & Marketing: Does not appear to hire independent sales agents and has not received any complaints about its…
Stax by Fattmerchant payment processing
Stax by Fattmerchant is an affordable alternative to services like Stripe

Stax by Fattmerchant Customer Reviews

Here's What Their Clients Say

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

Few Overall Complaints

We can find only a few negative Fattmerchant reviews, and there is no indication that the company is a scam or a ripoff. The available complaints seem to refer most often to bad sales experiences or undesirable pricing, but there is no consistent theme to the company’s negative reviews. If you have your own Stax by Fattmerchant review to make, please do so in the comments below.

Email Invoicing Service

Stax by Fattmerchant’s virtual terminal lets you send one-time email invoices, schedule invoices to be sent ahead of time, or set custom payment due dates to keep money coming in on schedule.

Fattmerchant Lawsuits

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

Stax by FattMerchant Customer Support Options

Stax by Fattmerchant provides phone and email contact information on its website, and a company representative has informed us that the company also offers its own in-house after-hours support. This gives it an advantage over companies like Square or Stripe when it comes to serving mobile businesses and e-commerce merchants.

Stax by FattMerchant Customer Service Number

  • (855) 979-1080 – Toll-Free General Customer Service

Other Support Options

  • Live chat
  • Customer service form

Fattmerchant hasn’t been in the industry for very long, so it may start accumulating complaints over time. However, its customer support options, legal history, and relatively clean complaint record over its first few years in business are impressive enough to warrant an “A” in this category.

Stax by Fattmerchant Online Ratings

Here's How They Rate Online

Online Ratings Summary
Item Result
BBB Reports 105

Over 60 Complaints

Stax by Fattmerchant currently has an “A+” rating with the Better Business Bureau and has been accredited with the BBB since 2020. The company has received 66 complaints in the last 36 months.

What Merchants Say

In addition to those 66 complaints, Stax by Fattmerchant has also received 41 informal reviews, although it should be noted that these informal reviews are not subject to authentication by the BBB. Of the 41 informal reviews 28 were negative in tone while 13 were positive. This is a major uptick in negative reviews from the 3 at the time of a recent review, but it appears that the company does respond professionally to most reviews. The most recent negative review mentions faulty equipment and poor customer service:

We started with Stax payments 2 weeks ago. It has been nothing but trouble from the beginning. The first Dejavoo terminal wouldn’t turn on. The second took transactions but wouldn’t batch (at all). I am still waiting for those funds. The third seemed to work, but when I self batched, no funds have hit my bank in 3 days. Only the portal got funds into my acct. Of course that takes a lot more time and keyed-in expense, I assume. They said that they were working on it (a week ago). But now waiting on those that “batched” this week too. Communication is lacking. I hope I get this resolved before we run out off money? Looks like we will have to put sales through the portal again today, as those are the only funds that get to the bank! We are a small retailer. I’ve lost too much sleep over this!

Clients in this situation should familiarize themselves with how to cancel their account without paying any fees.

A Well-Deserved “A”

Given the high resolution rate of Stax by Fattmerchant, we agree with the BBB’s rating at this time.

Stax by Fattmerchant Fees, Rates & Costs

A Closer Look at The Contract

Cost & Fees Summary
Item Result
Cancellation Penalties No
Monthly & Annual Fees Yes
Processing Rates Interchange +
Equipment Leasing Likely

Month-to-Month, No Termination Fee

The standard Stax by Fattmerchant merchant agreement is a three-year agreement through Vantiv with automatic renewal for two-year terms and a liquidated damages early termination fee. A company representative has informed us that the company’s early termination fee is actually $0, and that this is specified on the company’s merchant application. The Fattmerchant website also states that the company provides a month-to-month contract with no cancellation penalty. Due to the punitive terms in the company’s boilerplate contract, merchants should ensure that their supplementary documentation lists an early termination fee of $0 or otherwise negates the language of the NPC contract. The Fattmerchant website also states that the company does not charge statement fees, PCI compliance fees, annual fees, batch fees, or monthly minimum fees.

Subscription-Style Pricing

Stax by Fattmerchant offers two pricing plans: a $99 per-month standard plan for businesses that process less than $1 million annually and a $199+ per-month enterprise plan for businesses that process more than $1 million annually. The standard plan does not charge a percentage-based markup above interchange, but it does charge either $0.08 per transaction (for countertop, virtual terminal, and third-party integration sales environments) or $0.15 per transaction (for online shopping cart, mobile, or API-based sales environments). This plan includes analytics and 24/7 technical support with no statement fees, annual fees, batch fees, or long-term contracts.

Lacks Interchange Pass-Through Transparency

Although Stax by Fattmerchant claims to pass along the base interchange fees without any markup, the company provides no transparency regarding the fees associated with each transaction in its merchant account statements to its customers. In fact, this reviewer recently reviewed a merchant account statement that appeared to be experiencing much higher than average interchange rates. Upon requesting detailed statements for each transaction and associated interchange fee, Fattmerchant refused to provide such information. Such a refusal raises a red flag that the company may be padding fees on top of interchange without disclosing it to its customers. If Fattmerchant is truly basing its rates along base interchange rates, it should have no issue providing detailed transaction information to its customers.

Virtual Terminal and Payment Gateway Pricing

In addition to its storefront payment processing services, Stax by Fattmerchant also dedicates a portion of its website to advertising its virtual terminal and payment gateway services. The company charges monthly plan fees of $99 for its Standard Plan and $199 for its Enterprise Plan. Additionally, both plans charge merchants a rate of interchange plus $0.15.

ACH Payments

You can accept direct bank-to-bank payments through Stax by Fattmerchant for a flat rate of either $0.25 per transaction (standard) or $1.50 per transaction (expedited). This pricing and service is included with all Fattmerchant accounts.

Enterprise-Level Options

The $199+ per month plan also does not charge a percentage-based markup above interchange, but its per-transaction rates are either $0.06 per transaction (for countertop and third-party integration sales environments), $0.12 per transaction (for online shopping cart, mobile, or API-based sales environments), and $0.15 per transaction for virtual terminal. It includes the same features as the $99 tier plus risk monitoring, a dedicated account manager, integrated analytics reporting, and chargeback assistance. The Stax by Fattmerchant pricing page notes that its enterprise plans “start at” $199 per month, so it’s possible that clients processing well over $1 million per year will be quoted higher monthly fees.

Stax by Fattmerchant Employee Reviews & Sales Tacitcs

Should You Work For Them?

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

Keeping Sales In-House

Fattmerchant appears to utilize conventional advertising and an in-house sales team to market its services. There is no evidence that Fattmerchant is a typical industry “hiring mill,” and we cannot find any Fattmerchant reviews that accuse the company’s sales reps of unethical conduct. Two complaints from the past few years do mention aggressive telemarketing tactics by Stax sales representatives, but this does not seem to be a widespread issue at the company.

Full Disclosure

Stax by Fattmerchant provides a link to its contract terms on its website, and it lists its full pricing details for anyone to review. There is no indication that these fees are quoted in a misleading way. Fattmerchant’s commitment to transparency is uncommon within the industry and has earned it an “A” in this category, as well as a spot on our top-rated all-purpose processors list.

Our Stax by Fattmerchant Review Summary

Our Final Thoughts

Stax by Fattmerchant rates as a reliable credit card processing provider according to our rating criteria. The company is showing very few complaints and appears to offer competitive, transparent contract terms. Stax by Fattmerchant offers the unique value of being ideal for both newly established businesses and enterprise-level processing alike. Business owners are encouraged to request and review all documentation, even when dealing with top-rated credit card processors.

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Your Comments & Reviews

How Did Stax by Fattmerchant Treat You?

8 Responses

  • Jay Feldman

    PrivatEyes Electronis Security LLC

    Run!!! After enrollment I processed a few small payments with no issues. At the time of enrollment, advised the sales person that occasionally I get a charge for a larger amount. Received remittance advice from my customer’s 3rd party payment service an presented it for payment. Was advised that it was on hold and additional documentation needed to be provided. I provided requested documentation. They also wanted me to submit additional profile info which I had just provided months earlier. They have processed the charge. They have the funds. Phone calls and emails go unanswered. Should have done my homework better. These people have numerous complaints files with Florida BBB.

  • FattMerchant (Sid Masso was our onboarding rep) did a good job of breezing us through onboarding and consistently represented their transparency and simplicity in their fee structure.

    A short while after we started with them (with several different companies we own) we noticed our rates increasing in the form of fees we were never informed about.

    When we initially onboarded with FattMerchant (stax) there was one site to login to actually process cards and see credit card activity with clients, and a separate portal to access to see our statements and fees from FattMerchant (Stax). Note: We did not have access to the site to login to see our fees and bills until several months after onboarding with Stax.

    Once we did eventually get access to see our detailing billing, we noticed that we were being charged “Data Analytics/Performance Analytics Fees” as well as “Chargeback Fees” as well as PCI non-compliance fees, despite our never hearing about analytics fees before and despite our being walked through PCI compliance on a lengthy phone call with Stax.

    The analytics fees are instituted in an “opt out” manner, wherein at the very bottom of your detailed billing statement, there’s a small one-line notice that they will start billing that fee and providing that “service” unless you opt out. As I mention, we didn’t even have access to see these detailed bills until months after onboarding. And even if we did, there was ZERO explanation of the imposition of additional opt-out fees like this at the outset.

    As to the chargeback fees — FattMerchant said these were supposedly charged to us in error and would be refunded. Again, no mention of these at all in our contract or during onboarding. How many clients don’t catch these fees?

    As to PCI compliance, we spent more than an hour on a phone call with Larissa Poidmani with Stax and walked through each question. The questions that we weren’t comfortable answering yes to, we were instructed to mark that it did not apply. At the conclusion, Larissa with Stax confirmed our satisfactory PCI compliance. Then we got billed for noncompliance anyway. We’ve gone back through and re-done the PCI compliance repeatedly and still get billed for it periodically.

    Upon complaining about these fees, we engaged in a LONG email back and forth with seven different parties from FattMerchant/Stax. The initial response about the opt-out fees is that they were explained in our contract. That was not true, there was no mention of them. Then the next level of support eventually just said that Stax had employees to pay and had to have a way to generate additional revenue. Finally, we ended up with Samantha Karpovck and then Nick Wilson (the highest person we reached) and Nick eventually offered a partial refund of these fees and then just stonewalled and stopped responding to us.

    Nobody ever acknowledged the suspect nature of the imposition of thes fees. Stax has a reasonable pricing model based upon what they advertise as their fee structure. BUT, they have additional fees they will institute in an opt-out manner, with essentially ZERO notice, and they won’t tell you about these. This is deceptive, especially for an entity that advertises as being simple, straightforward, and transparent.


  • Sales rep claimed Stax offered NO-contract, month-to-month services with no termination fees. He sent over the application and in small, fine print and one check box to left, there was mention of agreeing to the “Services Agreement”. Which is very much a contract. 50 pages. Fraud

  • Joshua Raboy

    Tom and Pats Pizza

    They are a Terrible Company. Once you end the Service they keep Billing you.

  • AMEN to lowering the rating. The lack of ability to provide detailed statements is what initially prompted us to discover thousands in additional fees we were being charged by FattMerchant/Stax. I couldn’t understand how with our previous provider we got detailed statements of every fee, interchange rate, etc. but with FattMerchant/Stax they simply say they can’t provide this.

    I left a detailed review of our experience here:

    Not sure if outside links are allowed, but I can provide emails, documentation, bills, etc. detailing our unfortunate experience with FattMerchant/Stax. Really disappointing.

  • Cheryl Truong


    Beware: We signed up and never received our terminals. However, was being charged monthly fee of $209. We tried to cancel and ask for refund but the refused to refund. Eventually, we got more terminals but we called to return them and was told that I would receive return shipping labels in an email. Never received that either. I thought we could get this resolved but we were ignored and monthly drafts just piled up to upwards of $2900.00. We just had to stop payment on the drafts to our account. Probably going to seek legal advice. Never once used terminal, never once used service, never once received any cancellation notice from them even though I cancelled. I think it is illegal to charge for services/goods never received or used.

  • Fattmerchant aka Stax is Unreliable

    Fattmerchant has been really inconsistent and ultimately we chose to leave them for Dharma after several bad customer service experiences. For us Fattmerchant could never manage the most base level customer service actions- like updating a bank account – something that should be super easy was met with inaction, mistakes, and delays so we almost left them a month into signing up but we liked the interface and figured it was a bump. However a year later and we received a threatening letter from WorldPay the merchant services because Fattmerchant failed to update a 3d cart storefront we were setting up and never could once Covid caused layoffs so we cancelled it- but low and behold we found out from a collections person that Fattmerchant had created a completely separate MID for our storefront, failed to update the bank account to it and then when we closed the storefront we never built they forgot to tell World Pay that too so monthly charges accumulated for over a year that we never were told about. World Pay said Fattmerchant had access to the billing breakdowns and could not explain how not even the account manager assigned to us knew anything about charges accumulating. But Fattmerchant blew it and when we found out and reached out- we asked for a supervisor to our account manager to contact us and they never did.

    Our account manager even assured us in writing that upper management was aware and she could not explain why they were not reaching out to resolve this. We had a collections reported to our credit because of the incompetence of Fattmerchant to simply update our account information which they had confirmed in writing repeatedly they had done when they had not.

    I am disgusted with them. They have a good interface but when it counted Fattmerchant was terrible. No one took responsibility. No one helped. And worse, they even tried to suggest it was our fault for “not completing a PCI compliance” but I contacted World Pay and challenged that and they said it had nothing to do with PCI and everything to do with Fattmerchant not updating our account so yeah, in our experience, Fattmerchant aka Stax, sucks.

  • This is the first processor where I understand my fees. I also have been paying about half of what I was paying with my previous processor.

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