Hello Everyone,
I was wondering if anyone is willing to share their experiences with Vantiv as your processor. We currently use Payment Express and are just not impressed with their service. From taking close to 2 months to setup one chip and pin to their very long response times for support, we are just not impressed with what Payment Express offers.
Also...if anyone is using a processer in North America that is no one of the two ecosystem partners, I'd be interested to hear from you as well and how it's been going.
To Tessitura - we REALLY need more payment processor options. Two is not sufficient to be able to make an informed decision, especially when one is not been a great experience for us.
- Chris
We've been on Vantiv (originally Element, now supposedly WorldPay) since we went live back in 2015. Normally I'm not a huge fan and agree 100% with Nick about the WorldPay website. However, this week I received fabulous customer service from them after having an issue refunding a transaction that happened through Vantiv, but didn't store in Tessitura. It took a while to get to the right person and a while to resolve the complicated problem, but I would give the team I talked to 4 out 5 stars. I did get a lot of misguidance when I first called about who our processor actually was - Mercury, Element, Vantiv, WorldPay, and First Data were all bantered about.
After it was settled and I reached the correct agent, he researched the problem, gave me a timeline for the charge to be removed from the patron's account, and called me back the next day exactly when he said he would. Ultimately, his original solution didn't resolve the issue (it didn't refund the original charge, only voided by attempted errored adjustment) , so I spent another 48 minutes on the phone with them yesterday. After that conversation, I'm confident the charge will be refunded, but I'll confirm that with the patron on Monday before re-running her card to avoid duplicate charge.
The phone number I called was 800-846-4472 in case it helps anyone else struggling to reach people who seem to want to help. Make sure to have your merchant id, the last four digits of the card in question, and the date of the transaction in question. Once they're done, make sure to ask for their reference number so you can have a service call id should you need to call back (it will help the next rep locate the previous conversation).