ShopKeep May Have Overcharged You
If you accepted credit cards through ShopKeep or any other credit card processing company between 2017 and 2019, recent changes to the law may entitle you to refunds of certain debit card and credit card processing errors and overcharges. See this post to find out if your were among the businesses affected and to learn how you can get your money back.
A Retail-Focused iPad POS Solution
Founded in 2008, ShopKeep is a cloud-based POS system for iPad. ShopKeep is designed for businesses in the service and small retail industries, although it is by no means limited to these business types. ShopKeep offers a bundled merchant account service called ShopKeep Payments, but its POS software can also be integrated with most other credit card processors without issue.
ShopKeep Location and Ownership
ShopKeep is headquartered at 460 Park Avenue South, 7th Floor New York, New York 10016. Michael DeSimone is listed as the president and CEO of ShopKeep.
ShopKeep Review Table of Contents
- Costs & Contract: ShopKeep offers 3 month-to-month plans with optional add-ons and no early termination fee.
- Complaints & Service: ShopKeep has received more than 50 public complaints.
- BBB Rating: ShopKeep has an “A+” rating and has received 61 complaints and 29 reviews in the past three years. The company has been accredited by the Better Business Bureau since 2011.
- Sales & Marketing: ShopKeep does not appear to hire independent sales representatives and has received only a few complaints about its sales practices.
- Rates & Fees: How Merchants Got The Best Rates With ShopKeep
Products & Services Offered
- MailChimp and QuickBooks integration
- Always Online mode
- Inventory management
- Employee/hours management
- Digital receipts
- Custom menus
Types of Businesses Served
- Quick Service
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ShopKeep Rates, Fees, and Costs
|Swiped Rate||1.00% - 4.99%|
|Keyed-in Rate||1.00% - 4.99%|
|Basic Plan Fee||$69 Per Month (Per Register)|
|Essential Plan Fee||$99 Per Month (Per Register)|
|Advanced Plan Fee||$199 Per Month (Unlimited Registers)|
|Early Termination Fee||Undisclosed|
|PCI Compliance Fee||Undisclosed|
Three Plans to Choose From
At this time, ShopKeep has done away with its flat-rate pricing in favor of a quote system. Costs for merchants, therefore, are likely to vary. ShopKeep currently offers 3 plans, the Basic Plan, Essential Plan, and Advanced Plan. The Basic Plan costs $69 per month for each register equipped with the POS solution. The Essential Plan costs $99 per month for each register. Lastly, the Advanced Plan costs $199 per month but provides merchants with the software on an unlimited amount of registers without an additional monthly fee.
Additional costs for merchants may include the early termination fees, PCI compliance fees, transaction fees, and monthly minimums enforced by their chosen credit card processors (or by ShopKeep Payments), and there could be hardware costs for merchants who require compatible barcode scanners, cash drawers, receipt printers, card swipers, or iPad stands. Merchants should consider opting for a transparently-priced cheap merchant account to pair with ShopKeep’s service.
Share Your Contracts
Though ShopKeep has transitioned away from transparent pricing, merchant reviews do not seem to indicate that its rates are particularly more expensive than its initial $69 per month price point. There are very few specifics available regarding its payment processing service, but it does not seem like an area of concern among most reviewers. If you have had any experience with the standard ShopKeep contract, please share it in the comment section below.Are you happy with your ShopKeep fees? Tell us about them before your go!
ShopKeep Complaints & Customer Reviews
|Total Online Complaints||50+|
|Live Customer Support||Yes|
|Most Common Complaint||Limited Features|
Moderate Complaint Total
There are currently over 50 negative ShopKeep reviews to be found on this and other consumer protection forums, but none of these complaints describe the service as a scam or a ripoff. The iPad app has a 2.9 out of 5 star rating overall on the iTunes App Store based on 81 ratings. By far the most common issue cited is a lack of necessary features, followed closely by software and hardware glitches. As of this review, ShopKeep does not support multiple sales tax rates, online store integration, product exchanges, or detailed sales reports by item, all of which are cited by some merchants as necessary functions. In addition, some complainants report malfunctioning hardware and unreliable software.
We have not found any outstanding class-action lawsuits or FTC complaints filed against ShopKeep. Dissatisfied merchants who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.
ShopKeep Customer Support Options
There has also been a rash of recent complaints about slow response times and a lack of resolution through the company’s customer support channels. ShopKeep claims to offer 24/7/365 support, but its support page strongly emphasizes email support tickets, live chat, and live text message support and does not seem to provide a dedicated phone number. The addition of a dedicated support number could potentially qualify ShopKeep as a top-rated processor for customer service.
ShopKeep BBB Rating Summary
Key Points - BBB
|Product & Service Complaints||46|
|Billing & Collection Complaints||12|
|Advertising & Sales Complaints||2|
|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 60 Complaints
Accredited since 2011, ShopKeep currently maintains an “A+” rating with the Better Business Bureau based on 61 complaints filed in the past 36 months. The company has been accredited with the BBB since 2011, when the BBB first created its profile for ShopKeep. 46 of the total complaints are related to product or service problems, 12 are due to billing or collection disputes, 1 is a delivery issue, and 2 have to do with an advertising or sales issue. Only 16 of these 61 complaints were resolved to the satisfaction of the merchant, while the other 45 either were resolved to the dissatisfaction of the merchant or did not receive a final evaluation from the merchant.
What Merchants Say
In addition to the 61 complaints filed on the company’s BBB profile, ShopKeep has also been given 29 informal reviews. All 29 of these reviews are negative in tone. The most recent review is from a merchant who dealt with a multitude of issues from aggressive sales tactics to dysfunctional equipment:
It’s one month to the day that we began our relationship with Shopkeep, and we still don’t have a POS system that is functional for our business. Aggressive sales tactics, repeatedly calling me in the middle of our dinner service to sell the system, and then abysmal support the second they had a contract in place. We’ve lost an incredible amount of hours and money trying to make a system work that doesn’t remotely suit our operating conditions, and they have been unable to sort out what should be very basic needs. We’ve used ****** without a hitch for some time now without a single problem and with great customer support, integrated hardware, and effective software. The impetus to go with Shopkeep was financially driven with ****** recently having raised rates, and Shopkeep’s marketing made it seem like a slick system with solid support…..now I wish I had read the reviews. We have a couple businesses including a busy brewpub, and we thankfully only agreed to one register account to trial on a new startup food truck that we are launching to see if the system would be a good fit for us. Thank heavens we didn’t go all in with our other two businesses, or the significant losses that we’ve experienced would be far greater. I’m writing this review in the hopes that it may save another small business owner the pain that we have experienced. Beware!!
Merchants looking for comprehensive POS solutions can struggle with malfunctioning equipment and software. This makes reviewing the best options for a POS system imperative to optimizing your payment processing experience.
A “B” Performance Overall
In light of these figures, especially considering the lack of any positive reviews, we have slightly adjusted the BBB’s rating to a “B.”
Truth In Marketing & Advertising
|Employs Independent Resellers||No|
|Advertises Deceptive Rates||No|
|Discloses All Important Terms||No|
Some Transparent Pricing
ShopKeep does not appear to utilize independently contracted sales agents to market its services. The company no longer advertises monthly per-register pricing for its iPad-based register, but rather relies on a quote system. ShopKeep does not actively advertise rates for its bundled credit card processing service (ShopKeep Payments), but its website has previously stated that all merchants will receive a customized interchange-plus rate. Merchants should also note that there are other costs like per-transaction fees and monthly fees that will be associated with accepting credit cards through the service. This will be the case whether a merchant uses the company’s own ShopKeep Payments service or an integrated third-party payment processor.
Recent Sales Complaints
Some recent ShopKeep complaints have stated that the company’s in-house sales team either failed to disclose the cost of one of the product’s add-on features or misrepresented how well-suited the product would be for the merchant’s business type. This does not seem to indicate a pattern of outright deception, but it does suggest that ShopKeep’s sales team may not describe their product as thoroughly as they should. Merchants should therefore be sure to ask very clear questions about the add-on features they will need and the charges they will see on their bill, and to resist any upsell attempts or rushed sales pitches. Additionally, if you suspect that ShopKeep’s sales team has added undisclosed fees to your contract, we recommend seeking a third-party statement audit to eliminate hidden charges.
ShopKeep 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.