Upserve

Upserve

Upserve was founded in 2009 by Angus Davis as Swipely, and is currently headquartered in Providence, Rhode Island. Upserve started out as an invite-only social shopping service where users could share their shopping experiences. Then it evolved into a loyalty platform for small businesses and further expanded its loyalty service into an all-in-one payments, analytics and marketing solution for local area merchants with their main focus on the restaurant industry. However, they do service other retail industries as well. The Upserve system works with a merchants existing credit card POS system at no additional cost, which is huge in so many ways! Upserve is a registered ISO/MSP of Wells Fargo Bank, N.A. in Walnut Creek, California. They currently don't disclose their rates; however, they appear to match other merchant rates, if you will commit to them. Another draw for using Upserve is that they don't require you to purchase any new equipment you simply use your existing equipment so there's no need for additional training. That means you can automatically integrate the new system with yours and begin using it immediately.

Rank Chart Our Score User Score
#1 9.0 9.2 Read Review
#2 8.5 9.0 Read Review
#3 8.2 9.5 Read Review
#43 1.9 0.0 Current

The Good

  • Customer support
  • All data in one place
  • Track traffic
  • Great dashboard

Customer Support

Upserve doesn't appear to use any deceptive marketing practices and they don't use resellers to market their services and this is good news.  Upserve offer contracts up to three years and it does auto-renew after that.

Upserve has U.S. based customer support 24-7-365 via the phone, email and live chat; therefore, you will have someone that can help you no matter when you need it.  And they also have an extensive resources page and knowledge base with lots of helpful information.   Upserve will provide you with an onboarding specialists to help with all your install needs and to help minimize any downtime.  You will also receive a dedicated account manager who will take the time to understand your unique business needs.

All Data in One Place

With Upserve, you will have all your POS, sale and customer data all in one place.  And they will help keep your transactions safe and data secure with their PCI level 1 compliant processing platform.  Keeping your customers' information secure is more important than just about anything else, because the alternative could potentially ruin your business.

Upserve has a fantastic system.  If you want to grow your business, you need to understand what impacts your customers' behavior.  Upserve gives you a way to track spending, customer visits and even your customers' preferences, which will help you develop programs that will continue to build customer loyalty to your brand.

Track Traffic

You can easily track new versus repeat spend and visits for a visual of what's trending and to see which of your marketing efforts are attracting the most new customers.  And you can segment your customers based on a specific criteria, such as:  VIP's, regulars, wine lovers, etc.  Ask any business owner and he will tell you that having this type of information at your fingertips is just about priceless!  Upserve offers a great range of features, such as:

  • Debit and credit card processing
  • Custom sales reporting and analytics
  • Gift cards
  • Loyalty programs

Great Dashboard

Upserve also offers a single dashboard for social media and online feedback.  Being able to monitor your current reviews and ratings via the many review sites, such as:  Yelp, Google+, TripAdvisor, etc. will help you immediately identify potential problems and trends, before they negatively affect your business.  Additionally, this will allow you the opportunity to give an instant response and an offer to help resolve any issues.  And this is huge when it comes to customer goodwill and building brand loyalty.

This also shows your customer's that you care, and if mistakes are made you are willing to fix them.

It seems Upserve has everything you need for branding your business, creating customer loyalty and easily handling and tracking pertinent business information.

The Bad

  • Lack of transparency
  • Early termination fee
  • Customer complaints

Lack of Transparency

Unfortunately, Upserve does not disclose their rates and they aren't quick to give you a rate quote until you have complied with their process and supplied them with your processing statements.  But they do have a "competitor rate match" policy.  So you will receive a cost-plus rate quote and their current subscription fee after that.

Early Termination Fee

Upserve does charge an early termination fee of $300; however, this might be a negotiable point.  Additionally, they don't use liquidated damages early termination fees, so this is one in their favor.  And they clearly disclose these facts in their contract, so this is another thing in their favor.  However, if you do decide to cancel, you will need to submit a 30-day cancellation notice in writing.

Customer Complaints

We did find one complaint after doing a general internet search stating that Upserve keeps calling them to solicit their business.  And when the merchant told the sales rep he wasn't interested, he belittled him by saying "you're just the general manager, have you even talked to the owner about it?"  It just so happened that the sales rep was talking with the owner, so needless to say, he wasn't very happy about it.  With that being said, we weren't able to find any other complaints anywhere regarding this issue.

One misstep in Upserve system is the inability to track cash transactions, at least from an analysis standpoint.  However, rumor has it that they are working on a fix to this problem and will be rolling it out sometime in 2015.

Upserve is probably more suitable for established businesses who gross more than $400K or more each year, because their software is geared for businesses who are already established.  If you are newly formed or are a small to medium sized business, Upserve may not be for you.  However, there are plenty of other providers out there who would be a better fit.

The Bottom Line

Upserve does not appear to employ any deceptive marketing tactics and is a widely trusted provider throughout their merchant base. We consider Upserve to be an exceptional payment processing provider due to their unique and very popular suite of features, their excellent customer support and no reports anywhere about merchant dissatisfaction.  This is extremely rare and therefore they deserve the highest rating, and we have no problems recommending them to any established volume business.  However, if you are a new or smaller business, you might want to look for a payment processor that is more suitable for your needs.  But you can always keep Upserve in mind for the future as your business grows.

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    June 13th, 2017 Greenport, NY

    Upserve has "lost" my batch (thousands of dollars) and I had to make an appointment for 28 hours in the future to discuss it. Do not use this service!!!!!

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