User experience
May 09, 2019

User experience

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Modules Used

  • AvaTax
  • CertCapture

Overall Satisfaction with Avalara

We use Avalara to calculate and track sales tax and certificates of exemption.

Pros

  • Reports.
  • Online chat.
  • Update sales tax rates.

Cons

  • Customer service is slow and unreliable
  • Transactions record bugs.
  • General communication is not consistent.
  • On their website, I would like more interactive material and self-help guides.
  • We spend a lot of time auditing Avalara's calculations and reports.
  • We spend a lot of time chasing customer service to resolve problems.
  • It helps that there is one center for everything relating to sales tax.
  • Netsuite
It calculates the sales tax, and it's still not perfect, so we are still working on it and not expending Avalara's use. We also use certification capture and it is easy to use.
We use it every time we issue an invoice, so the usability is high. However, I wish it worked better so I wouldn't have to spend so much time checking every single transaction and adjusting thing so often.
We use the exemption certificate, and it's very helpful. We would be happy to use managed returns filing. However, it depends on the AvaTax and exemption certificate working well.
Avalara is interactive and being updated constantly.
It's a great idea with implementation problems. I would recommend its use with multiple states, but would also recommend that you check it constantly.

Avalara Feature Ratings

Type of tax
7.0
Sales and Use Taxes
7
Tax Reporting & Compliance
6.5
Compliance Administration Management
Not Rated
Tax Exemption Processing
5
Tax Document Management
8

Comments

  • Bobby Sands | TrustRadius Reviewer
    Bobby Sands
    (Vendor Representative) commented 6 years ago
    Thank you for taking the time to share your experience using Avalara AvaTax and CertCapture. We work hard to deliver our customers a reliable and easy-to-use solution. From what you wrote, we recognize that there are things that have gone well and areas that need improvement. We would appreciate an opportunity to learn more about your experience. If you’re open to a conversation, please contact customercare@avalara.com.

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