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ShopKeep Credit Card Processing 2023: Reviews & Complaints
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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.
Powered By Lightspeed
In late 2020 the multichannel cloud commerce platform, Lightspeed, acquired ShopKeep for $440 million dollars. It appears that the ShopKeep name will continue to function as a distinct brand for the immediate future.
Location & 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. Dax Dasilva is the current CEO and director of Lightspeed.
Table of Contents
- Costs & Contract: Offers 3 month-to-month plans with optional add-ons and no…
- Complaints & Service: Has received more than…
- BBB Rating: Has an “A+” rating and has received 80 complaints and 25 reviews in the past three years. The company has been…
- Sales & Marketing: Does not appear to hire independent sales representatives and has…
ShopKeep Customer Reviews
Here's What Their Clients Say
|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 Online Ratings
Here's How They Rate Online
|Product & Service Complaints||52|
|Billing & Collection Complaints||23|
|Advertising & Sales Complaints||2|
|Guarantee & Warranty Complaints||2|
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 80 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. 52 of the total complaints are related to product or service problems, 23 are due to billing or collection disputes, 1 was due to a delivery issue, 2 were related to an advertising or sales issue, and the final 2 were warranty complaints. 36 of the 80 complaints were resolved to the satisfaction of the merchant, while the other 44 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 80 complaints filed on the company’s BBB profile, ShopKeep has also been given 25 informal reviews. All 25 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:
Shopkeep is not service or user friendly when selling third party services or equipment. 1. They control outside business transactions, such as getting gift cards made thru a vendor who ALREADY has all their mag stripe info, so I have to use them & they can charge me more. 2. I added an additional IPad register, and bought a “lightening credit card swiper” shown on their shop for $99. to my suprise, when I tried to use it, I found out that it only processes cards WITHOUT A CHIP. Must work somewhere in the world, but I rarely see one of those! To top it off, I was waiting for my tech to come help, just after having a baby, and when he told me this, it was past their 30 day return window. 3. When you call for advice, the person you speak with will tell you what they know, so you have to keep researching their support info blog to truly get all the answers. like If I don’t buy off of your website a new credit card reader, which ones are compatible. the answer was found here: **************************************************************** – I you call them, they will only sell you what they have on their site. Shopkeep is definitely out to get the most and highest price out of you possible. So do your own research, and wait till you get all the information you are needing to make a good choice.
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.”
ShopKeep Fees, Rates & Costs
A Closer Look at The Contract
|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.
ShopKeep Employee Reviews & Sales Tacitcs
Should You Work For Them?
|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.
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