Item: PayPal Enterprise Payments
Rating: 1
Author: Rebecca King

Overall Satisfaction with Braintree, a PayPal service

Use Cases and Deployment Scope

We use Braintree, a PayPal service, as our payment provider and up until the 3ds widget update back in June/July 2024 had no real issues. Unfortunately, Braintree, a PayPal service, have deducted our whole Euro income from June & July as fees which has never happened before. We believe this is due to a faulty 3ds widget update but although we have gone through their preferred method of raising the issue a simple phone or teams call with them would/should be enough to get to the bottom of the issue. We are now £11,000 Euro's down and they have completely stopped communicating with us. We won't be using them again once we replatform as, in our experience, their customer support is shocking and our issue has still not been resolved.

Pros and Cons

Pros

Easy to use

Cons

In my opinion, improve customer support
In my opinion, connect your customers to a real person
In my opinion, commit to resolving issues especially for small companies who feel the loss of income harder.

Return on Investment

We are £11000 Euro's down over 2 months with no comms about whether this is going to continue. We can't afford to keep losing this amount of income each month as we are making no revenue from Euro transactions.

Usability

As a product, functionality has been fine for us. In our experience, some issues during On Boarding but because we had a dedicated Account Manager assigned to us, these issues were dealt with. Now we are a customer, it feels like they have stopped caring about us or aren't interested in working with us to resolve any issues we have.

Alternatives Considered

In my opinion, Braintree, a PayPal service, have a better user platform which makes it easier to see your daily/weekly/monthly revenue figures and processing refunds is simple to. Having functionality between Paypal & Braintree has been useful too which is why we opted to use Braintree, a PayPal service, over other providers at that time. Unfortunately this very recent experience has left us feeling exposed and unsupported which means we won't be using them again when we replatform unless someone at Braintree, a PayPal service, actually reads this review and commits to talking with us to resolve our issue.

Key Insights

Do you think PayPal Enterprise Payments delivers good value for the price?

Are you happy with PayPal Enterprise Payments's feature set?

Yes

Did PayPal Enterprise Payments live up to sales and marketing promises?

Did implementation of PayPal Enterprise Payments go as expected?

Yes

Would you buy PayPal Enterprise Payments again?

Likelihood to Recommend

In my opinion, it is just so painful to deal with Braintree, a PayPal service, when you have a real issue. In our experience, they don't provide a helpline number and stop communicating with you if you ask too many questions when trying to resolve a real issue.

Comments

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In our experience, Shocking Customer Service