This thread was started a long time ago but I think it's still relevant. Our business, which will be an online retail business, hasn't actually started yet. We're due to be "open" Nov. 1st, 09. We went ahead and got a merchant account and went with Quick Books/Intuit. We've done so much research on web hosts, web designers, tax structures etc that we went with Quick Books, without a lot of research into other options, because it was a familiar name, large company and we signed up through one of their affiliates we have a relationship with.
We recently had the account approved and from the experiences we've had so far I'm going to have to go with "Mistrgt" on this one. Maybe with all the aquisitions and mergers they've grown too large to actually provide any type of service.
1. When we applied for the account they asked what the "average" single purchase would be. Since we aren't actually in operation yet we came up with a number. After the account was approved it seems that this number is now the maximum limit and going over it will delay funding. We're a small, start up business and delays in funding could be a problem. That's a rather important limit for a small business and I think it should have been put differently on the application or at least explained. Maybe there was some fine print we missed on the app. It should have been in bold type.
2. Next we get emails saying the account is approved. One email from BusinessServices@intuit.com, that says congrats, give the account number and says log in to our web store and follow the store's instructions on how to link a merchant account. They provided link to their FAQs page and that was pretty much it. We also got an email from man with a return email address at superiorbankcard.com. This email said congrats, our merchant account for "Merchantlink" has been approved. It also gave the account number and a toll free number for support. At this point I'm wondering who the "Gateway Provider" is. So I send an email to the guy from superior bank card and ask who the gateway provider is because that's who I must set up in my shopping cart software. His reply email says in part, "{noformat}+First on your application you selected Merchantlink as you shopping
cart. That is the information you provided for us. If you are using a
different shopping cart please let me know.
Yes it is a little confusing, so let me explain.
Superiorbank card is a part of Innovative Merchant Solutions.
Recently Innovative Merchant Solutions was bought by Intuit. It made
sense; Intuit has the accounting software and we processed the credit
cards. Innovative Merchant Solutions is the credit card processing
division of Intuit. Intuit is in the process of branding its name on
products and letters to help ease the confusion. JP Morgan Chase and
WestAmerica are the banks we use to send the monies to you. "+
Merchantlink isn't my shopping cart. I can't remember what we selected as our cart because when we
started the app we hadn't decided on a cart so we saved it and came back to finish after we got a cart
set up. When we got the cart we finished the app. and may not have paged back to fill this info in. So
maybe it defaulted to Merchantlink but from what I can see they aren't a shopping cart company. Anyway,
I then shot off an email to Merchantlink for clarification and immediately after called Intuit support. The first
call I made the lady told me that Quick Books was my gateway provider, which I think is correct. The next
day I got an email from Merchantlink that said, in part,
"
+I just called the house and no one was in. However, I was able to call
your help desk at 1-800-558-9558 and confirm that you do use merchant
link as your gateway. I had to check with your help desk because not all
Intuit Quick book customers use Merchantlink as their gateway and since
I do not have knowledge of your set up ie if in your shopping cart if
Merchantlink as name would be listed or if there would be some other
name. Also we don't have any database here listing individual merchant
accounts; there was no way for me to check your MID and see if you
particularly are using our gateway. I was able to verify that via your
help desk. "+
So now I have 2 different answers. So I call back to Intuit where a lady tells me I can go to a web site that
she gave me the address to and I can choose any gateway provider I want. I explained the question again
and she said she would put me on hold while she cecked the make sure. When she returned she confirmed
the information and said to go to the web site and I can choose my gateway. I went to the site and it was one
where you can purchase a package deal for a host, store, merchant account all bundled together. Obviously
not what I wanted. (I'm not sure why they couldn't just look at my account number and see my information.)
So I called back and got another rep. who told me my gateway provider was Quick Books Merchant Services.
Quite frankly I'm scared to call back for any other answers.
3. At this point I was going to try and change our max. purchase limit so I went to the Merchant Services web
site thinking there would be some info on how to that exactly. There seems to be a lot of info on the web site
but not what I needed. Of course with that amount of info I may have overlooked it. I did searches for "Average
Single Charge Amount" and looked through all the FAQs and found nothing. I'm concerned because our
agreement states,
+"If Merchant exceeds the limit established by this Agreement, IMS may suspend processing, charge over
limit fees,hold the funds over the cap and/or return all Sales Drafts evidencing funds over the cap to Merchant.+
We can't live with the possibility that a customer or 2 may purchase the most expensive item on our site and
Intuit decides to do any of the above. So we sent a written request to the communications address listed in
our agreement. We explained the situation and asked for an increase in the max. single purchase. *Which
should be listed as "Maximum" and not "Average" if going over could have the listed ramifications.*
It's been over a week and we've not heard anything from them. Maybe they haven't had enough time to respond
but we're just about done. I cannot believe it's this complicated. It shouldn't be. I think the best thing to do is
close our account and apply with a different provider. Maybe a smaller company that might be better able to
communicate with a small business owner. I realize this was a long post and I apologize, but I wanted to give
specifics.
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