A Restaurant Merchant Services Provider
Upserve is a merchant account, POS, and marketing services provider for restaurants. The company was launched in 2009 and rebranded itself as Upserve in March 2016. It also acquired Breadcrumb POS in May 2016 and the restaurant inventory management software SimpleOrder in 2018. In April 2019, Upserve announced the appointment of Kendra Tucker as its Chief Revenue Officer. Tucker had previously been employed as the Director of Go-to-Market at Vista Consulting Group, a subsidiary of Vista Equity Partners, which holds a managing stake in Upserve.
Upserve Location and Ownership
Headquartered in Providence, Rhode Island, Upserve now requires merchants to use its payment processing service in order to have access to its robust data analytics features. Upserve is a registered ISO/MSP of Wells Fargo Bank, N.A., in Concord, California, and is located at 10 Dorrance St, Providence, Rhode Island. Sheryl Hoskins is listed as the CEO of Upserve.
Upserve Review Table of Contents
- Costs & Contract: Upserve offers 3 plans. Their Core ($59 Per Month), Pro ($199.00 Per Month), and Pro Plus Plans ($359 Per Month) each charge a transaction fee of $2.49 plus $0.15 across each plan.
- Complaints & Service: Upserve has received more than 100 public complaints.
- BBB Rating: Upserve has an “A+” rating and has received 6 complaints and 64 reviews in the past 3 years. The company has been accredited by the Better Business Bureau since 2010.
- Sales & Marketing: Upserve does not appear to hire independent sales representatives and has not received any complaints about its sales practices.
- Rates & Fees: How Merchants Got The Best Rates With Upserve
Products & Services Offered
- Debit and credit card processing
- Custom sales reporting and analytics
- Server performance tracking
- Reputation management
- Gift and loyalty programs
- Single dashboard for social media and online feedback
Types of Businesses Served
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Upserve Rates, Fees, and Costs
|Flat Rate||2.49% + $0.15|
|Core Plan Fee||$59 Per Month|
|Core Plan Additional Terminal Fee||$60 Per Month|
|Pro Plan Fee||$199 Per Month|
|Pro Plan Additional Terminal Fee||$50 Per Month|
|Pro Plus Plan Fee||$359 Per Month|
|Pro Plus Additional Terminal Fee||$40 Per Month|
|Online Ordering Fee||$59 Per Month (Core Plan Only)|
|Inventory Fee||$99 Per Month (Core Plan Only)|
|Early Termination Fee||$300|
Three Pricing Plans
Upserve now offers three pricing plans, each of which is intended for a different size of restaurant. Each plan includes a monthly subscription charge, a rate of 2.49% plus $0.15, as well as a free terminal with a fixed price for any additional terminals.
The “Core” Plan
The “Core” plan costs $59 per month and $60 per additional terminal. The “Core” Plan also includes Upserve Workforce, Upserve Marketing, and a live mobile app free of charge. Optional add-ons offered by this plan include Upserve Online Ordering ($59/month) and Upserve Inventory ($99/month).
The “Pro” Plan
The “Pro” plan costs $1999 per month and $50 per additional terminal. The “Pro” Plan also includes Upserve Workforce, Upserve Marketing, Upserve Online Ordering, Upserve Inventory, Upserve Loyalty, and a live mobile app free of charge.
The “Pro Plus” Plan
The company’s final and most comprehensive package, the “Pro Plus” plan costs $359 per month and $40 per additional terminal. The “Pro” plan also includes Upserve Workforce, Upserve Marketing, Upserve Online Ordering, Upserve Inventory, Upserve Loyalty, and a live mobile app free of charge. The “Pro Plus” plan also includes custom reporting, data API, and enterprise account management tools aimed at larger scale companies.
Previously Listed Rate Quote
In general, Upserve’s pricing and fees appear to scale up appropriately for the services it provides. Upserve is probably not a good fit for most small restaurant locations and single-register shops, as these locations likely won’t make enough use of Upserve’s features to justify its monthly cost. Upserve’s previously advertised per-transaction fee of interchange plus $0.15 is very competitive for the industry, but the removal of this rate since our last review could hint at more expensive payment processing fees.
Upserve Contract Terms
Upserve provides surprisingly little information about its standard contract length, early termination fees, PCI compliance fees, monthly minimum fees, and other potential fees. We therefore cannot clarify whether Upserve’s contract terms are competitive with the cheapest merchant accounts. We have located one source that mentions a three-year contract with an early termination fee of $300, but we have not found any Upserve complaints that mention excessive costs. Merchants should be sure to inquire about these potential costs before signing up. If you have any knowledge of the exact fees and contract terms that accompany Upserve’s merchant account, please leave that information in the comment section of this review.Are you happy with your Upserve fees? Tell us about them before your go!
Upserve Complaints & Customer Reviews
|Total Online Complaints||100+|
|Live Customer Support||Yes|
|Most Common Complaint||N/A|
Low Complaint Total
We are currently able to locate over 100 negative Upserve reviews, and a couple accuse the company of being a scam or a ripoff. Common themes among complainants include hidden fees and unavailable or unhelpful customer service. Some of these complaints received responses from company representatives that seem to have resolved the merchants’ issues satisfactorily.
We have not found any outstanding class-action lawsuits or FTC complaints filed against Upserve. Dissatisfied merchants who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.
Upserve Customer Support Options
The company has a dedicated support website that hosts a live chat feature and 24/7 phone and email support. These contact options are close to what we expect from top-rated merchant accounts for great customer service. Given the company’s high complaint total yet robust support options and clean legal history, we are awarding Upserve an average “C” rating in this category at this time.
Upserve BBB Rating Summary
Key Points - BBB
|Product & Service Complaints||4|
|Billing & Collection Complaints||2|
|Advertising & Sales Complaints||0|
|Guarantee & Warranty Complaints||0|
Under 10 Complaints
Upserve has been an accredited business with the Better Business Bureau since 2010. As of this review, the company has an “A+” rating with the BBB and has had 6 complaints filed against it in the last 36 months. 4 complaints relate to a product or service issue while the other 2 stemmed from issues with billing or collections. 1 complainant felt that Upserve resolved the issue to their satisfaction, and the other 5 issues were either resolved to the merchant’s dissatisfaction or did not receive a final response from the merchant.
What Merchants Say
In addition to those 6 complaints, the company has also received 64 informal reviews on its BBB profile. 60 of those reviews are positive while only 4 are negative in tone. The most recent negative review details problems with the company’s POS service:
This company has been one of worst experience of my life . Lack of service, system breaking ,they don’t follow up on service .Taking money out of your account with out permission or explanation.Nobody has answers.You buy it the support goes away.
POS systems offer more comprehensive service than mere payment processing terminals, however, this can lead to a greater frequency of technical issues. These issues can make POS systems problematic for many merchants. Merchants who find themselves in this situation may benefit from taking the proper steps to cancel their merchant account without paying a fee.
An “A+” Performance Overall
In light of the company’s low complaint total and resolution ratio, we agree with the BBB’s rating as of this update.
Truth In Marketing & Advertising
|Employs Independent Resellers||No|
|Advertises Deceptive Rates||No|
|Discloses All Important Terms||No|
Upserve Sales Approach
Upserve appears to market itself primarily through telemarketing, referral partnerships, and its website. There is no indication at this time that the company employs independent sales agents or partners with ISOs. We are currently able to locate a few negative Upserve reviews that cite hidden fees, and a handful of employee complaints describe a “hiring mill” type of environment.
The Upserve website is navigable and informative. At the time of our last update, its “Pricing” page quoted the rate for Upserve’s in-house payments service as interchange plus $0.15, which was fairly low, and we could not find any evidence that this rate was misleadingly quoted. As of this update, the “Pricing” page has been modified to now simply say “transparent fixed rate” beneath its “Payment Processing” section. We will therefore assign the company an “A” rating in this category for the time being. Upserve’s pricing options are one reason it has become a leading provider for businesses within the restaurant industry.
Upserve Marketing Example
About Phillip Parker
Thank you for reading my review. I hope that it has helped you with your research.
Why I'm Qualified to Write About Credit Card Processing and Merchant Account Services
I'm a former credit card processing sales director who left the industry because I didn't like how it takes advantage of small business owners. It feeds like a leech on businesses and thrives by imposing fees that are nearly impossible to comprehend. Seeing a need for change, I left and built this website help business owners better understand the industry, research merchant services providers, and get refunds of excessive merchant account fees. My experience of working "behind the curtain" in the industry, and using that knowledge for good, has resulted in millions of dollars returned to hard-working small business owners as well as enterprise-level companies.
From the time that I starting working in the merchant services industry to when I left to create this website, I've been on the pulse of payments for nearly 15 years. It didn't seem fair to keep this "insider" knowledge to myself. To lift the fog, I've reviewed hundreds of companies, read thousands of user reviews, and learned the pricing tricks of every provider. If you have questions about credit card processing, you can find the answers on this website.