An All-In-One E-Commerce Solution
Volusion is a merchant account provider offering online stores and e-commerce solutions for internet-based businesses. The company utilizes Global Payments as its debit and credit card processing network but also offers e-commerce features of its own. Volusion can be integrated with multiple third-party payment gateways, including Authorize.net, Stripe, SagePay, WorldPay, TransFirst, and PayPal.
Volusion Location and Ownership
Volusion is headquartered at 1835 Kramer Ln, Austin, Texas, and lists its founding date as 1999. The company is a registered ISO of Wells Fargo Bank, N.A., Concord, California. Kevin Sproles is the founder and CEO of Volusion.
Volusion Review Table of Contents
- Costs & Contract: Volusion offers 4 different pricing models with month-to-month and 3-month prepaid options.
- Complaints & Service: Volusion has received more than 100 public complaints.
- BBB Rating: Volusion has an “A+” rating and has received 42 complaints and 14 reviews in the past 3 years. The company has been accredited by the Better Business Bureau since 2001.
- Sales & Marketing: Volusion does not appear to hire independently contracted sales agents and has received some complaints about its rate disclosure.
- Rates & Fees: How Merchants Got The Best Rates With Volusion
Types of Businesses Served
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Volusion Rates, Fees, and Costs
|Qualified Rate||2.15% + $0.34|
|Non-Qualified Rate||3.96% + $0.34|
|Monthly Minimum Fee||$25|
|Statement Fee||$10 Per Month|
|Gateway Fee||$17.99 Per Month|
|Personal Plan Fee||$29 Per Month|
|Pro Plan Fee||$79 Per Month|
|Startup Plan Fee||$179 Per Month|
|Business Plan Monthly Fee||$299 Per Month|
|Early Termination Fee||$99|
|PCI Compliance Fee||$3.41 Per Month|
|Equipment Lease Terms||Variable|
The costs of using Volusion to accept online payments can be broken into two categories: credit card processing fees and web hosting fees. The standard Volusion credit card processing agreement appears to be a three-year contract through Global Payments with a $99 early termination fee, a monthly minimum fee of $25, a $17.99 monthly gateway fee, a $10 statement fee, and a $3.41 monthly PCI Compliance fee.
The company’s rate structure is as follows: 2.15% plus $0.34 for Qualified transactions, 3.56% plus $0.34 for Mid-Qualified Transactions, and 3.96% plus $0.34 for Non-Qualified transactions. To accept credit cards online with Volusion Payments, it appears that the average monthly cost is $61.77 at minimum, and this amount may increase depending on whether a merchant accrues over $25 in transaction fees in a given month.
Web Hosting Plans
The company offers its payment processing as a supplemental month-to-month service to its web hosting services. The monthly costs of its web hosting packages are $29 (“Personal”), $79 (“Professional”), $179 (“Startup“), and $299 (“Business”). These service tiers include improvements to bandwidth, customer support, integration, marketing tools, and other features that are proportional to each price increase. Some merchant complaints describe these additional services as subject to downtime, costly, and poorly designed, and there is very little publicly posted positive feedback regarding the company’s web hosting at this time.
A Merely Average Option
All told, it appears that the absolute minimum monthly cost of hosting a bare-bones online store and simply having a Volusion merchant account is around $100 per month at this time. There are several other, better-reviewed options available for a lower cost, which inclines us to give the company a “C” in this category.Are you happy with your Volusion fees? Tell us about them before your go!
Volusion Complaints & Customer Reviews
|Total Online Complaints||100+|
|Live Customer Support||Some Plans|
|Most Common Complaint||Hidden Fees|
High Complaint Volume
We are currently able to locate over 100 negative Volusion reviews, some of which describe the company as a scam or a ripoff. Common themes among complainants include nondisclosure of rates and fees, fund holds, difficulty canceling service, poor customer support, and buggy or unreliable software. Merchants consistently cite the company’s misleading rate quotes on its website as a major issue, and there is some mention of the company’s “Priority” support not being especially fast despite it costing more money. Upon termination, merchants should also be sure that they have canceled both their merchant account and their internet hosting service; there are multiple complaints online from merchants who accidentally terminated only one of these services while the company continued to bill them for the other.
We have not found any outstanding class-action lawsuits or FTC complaints filed against Volusion. Dissatisfied merchants who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.
Volusion Customer Support Options
Volusion offers online support to its “Personal” plan merchants, phone support to its “Professional” plan merchants, and priority support to its “business” and “Prime” plan merchants. We do not consider Volusion’s support options to compare favorably to top-rated credit card processors for customer service at this time.
Volusion BBB Rating Summary
Key Points - BBB
|Product & Service Complaints||8|
|Billing & Collection Complaints||33|
|Advertising & Sales Complaints||1|
|Guarantee & Warranty Complaints||0|
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.
Over 35 Complaints
Volusion’s Better Business Bureau profile currently has an “A+” rating and accreditation since 2001 despite 36 complaints filed within the last 36 months. Of the 42 total complaints, 8 were related to problems with the product or service, 33 had to do with billing or collections issues, and 1 had to do with advertising or sales. Of these complaints, the company successfully resolved 12, while the remaining 30 either were resolved to the dissatisfaction of the merchant or did not receive a final response from the merchant.
What Merchants Say
In addition to the 42 complaints filed on its BBB profile, Volusion has also received 12 informal reviews. 11 of those reviews are negative in tone while only 1 is positive. One merchant describes an issue with Volusion alleging that the company employs deceptive sales tactics:
How can I start? A company that miss lead their client prospect to obtain a sale. Just like I say first is a Google review so all consumers see step by step how they do it. So don’t fail for it! Sorry but I will move forward with a different call or complaint against your company. Due to the misleading product that sold to me, and did not work for my type of business. Including with a bad online review to your company, and a business bureau complaint. The good thing is that I have all records of calls, emails, and messages from day one. I was very clear and specific with Rey E*******; that I am a car dealership and an operating business, not just a new venture like you guys are used to. We did a video conference call with google meeting that Rey E******* was part of. Which I saved the salesperson presentation. Where I expressed all my concerns before I decided to make the purchase. ( Feel free to check with him on this fact) First, I told him that my software IDMS was going to send an automatic feed every night to update and keep up with the inventory through a HTML Feed. Which he said that the website was capable of this feature. ( This never happen) Secondly, the website was supposed to be active within two weeks from sign up. ( This never happen ) Third, The website was supposed to include all my previous seo links that I had in place to be linked to you guy’s website. ( This never happen ) Including the carfax/autocheck report to be integrated on all my inventory, so customers can see the vehicle history. ( This never happen) Fourth, SEO was going to take effect as I specified, on a report that I attached to an email with a list of links from my previous website provider; that will help redirect the traffic to the hosting. ( This never happen ) Fifth, on April 10th after I noticed that some of the facts did not took place I sent an email to Rey E*******, requesting my formal cancellation. Then I received a call from Brian saying that he will be the one helping me to build my site; he mention that some of the services that Rey offered me was not correct, that you guys don’t have the capability to received my inventory automatically. Sixth, the Facebook store was supposed to be set up and we did set it up with your support department but it never worked. ( This never happen ) I was told by Rey to give it few weeks until it was built so I can try the site and see how it works. So, I gave the chance to Rey and Brian so they can deliver the product. Then, I received a call from your support department with instructions how to upload my inventory and how to manage my page and make changes 1 on 1 with me on the phone. At all times I was expressing my frustration with the support department; all calls are recorded for your records. The support department told me that I must transfer my domain to the new page so they can finish setting everything up and I can redirect my traffic to the new website. So I called Go Daddy my provider so we can get the transfer going and to help us get it accomplished. Which was, what your support department asked me to do. THAT WAS A BIG MISTAKE. Since that day I loss an enormous amount of business due to my traffic not being redirected to the new website; you can also see on your company records ALL my calls, almost on a daily basis to your support department asking for help because my clients could’t find my website links, vehicle details, or updated inventory etc. So, let me know if you need more reasons to show you that your company MADE a big mistake with my account. I hope we can resolve this matter now that you have all the facts and I have all the records, to proceed with my cancellation. I am looking for a full refund of my money. Nothing else, otherwise I will proceed with all complaints as I expressed in the begging of this email. “Here is their response” Hello Alejandro Thanks for your patience in this matter. I apologize, but we are unable to refund any hosting fees that have been taken prior to when we receive a valid cancellation request. The terms and conditions of the account state that the hosting fees are assessed monthly in order to give you access to the software and to ensure your site has a spot on our servers, it is not contingent on whether you actually build the site or ever make it go “live”. As you did have access to the software (even if you weren’t using it at the time to build up your site) the services were provided per the terms and conditions. I apologize for any inconvenience, but we will not be able to accommodate your request to refund any hosting fees that had been taken prior to your cancellation.
Outside of the BBB, we have found over 100 complaints against Volusion. Many of those complaints detail deceptive marketing practices that include being given misleading rate quotes. Merchants who experience similar issues should familiarize themselves with how to cancel their services without paying a fee, especially in the event the rates they are charged are not in line with those they negotiated.
A “B” Performance Overall
Given Volusion’s growing complaint totals, the company’s low resolution ratio, and informal reviews making assertions of deceptive marketing tactics, we have adjusted the BBB‘s score to a “C.”
Truth In Marketing & Advertising
|Employs Independent Resellers||No|
|Advertises Deceptive Rates||Yes|
|Discloses All Important Terms||No|
Volusion Sales Approach
Volusion appears to primarily market itself online, through its website, and through its partnership with Global Payments. There is no indication at this time that the company employs independently contracted sales agents to sell its services, and there are no complaints online alleging misrepresentation by specific individuals affiliated with the company.
Misleading Rate Quote
There are, however, multiple Volusion complaints regarding nondisclosure of rates and fees within the company’s official advertising materials, most notably with respect to the 2.15% transaction fee advertised on the Volusion website. This rate is only the company’s “Qualified” rate, and the website makes no mention of Volusion’s “Mid-Qualified” rate of 3.56% or its “Non-Qualified” rate of 3.96% that merchants will pay to process rewards cards or international card payments.
Additionally, some merchants complain of nondisclosure of the company’s three-year service length and $99 cancellation fee, neither of which is listed prominently on the company’s site. Volusion doesn’t help its case by advertising “no added fees” on its pricing page. This claim is technically true, but only because Volusion does not charge additional transaction fees on top of a third-party gateway’s fees. If you suspect that Volusion is charging you undisclosed fees, we recommend seeking a third-party statement audit to find and eliminate hidden charges.
Volusion 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.